Terms of service
Terms of Service
Last Updated: September 1, 2026
Welcome to Kheera Online (www.kheeraonline.com). This website and online store are operated by Kheera Online (Trade License Number: 847824, Tax Registration Number VAT: 100562348100003), registered in the Emirate of Sharjah, United Arab Emirates, with its principal place of business at Shed No. A2, Street 11, Industrial Area 12, Sharjah, United Arab Emirates.
Throughout the site, the terms "we", "us", and "our" refer to Kheera Online. These Terms of Service are governed by the applicable laws of the United Arab Emirates and the Emirate of Sharjah. They are intended to operate consistently with applicable UAE law, including Federal Decree-Law No. 5 of 2023 on Consumer Protection, its Executive Regulations (Cabinet Resolution No. 66 of 2023), and Federal Decree-Law No. 45 of 2021 on Personal Data Protection.
By visiting our website or purchasing products from us, you agree to be bound by the following Terms of Service.
1. General Conditions and Scope
These Terms of Service apply to all visitors and customers who access or use our website or purchase products from us. We reserve the right to refuse service for lawful reasons in accordance with UAE commercial regulations. All terms herein are construed to uphold mandatory statutory rights granted to consumers under UAE consumer protection legislation.
2. Orders, Acceptance, Availability, and Pricing Errors
- Order Acknowledgment: An order confirmation email sent by Kheera Online acknowledges receipt of your order request. Kheera Online may decline or cancel an order prior to dispatch in circumstances permitted by applicable law, including genuine stock shortages or obvious pricing, technical, or typographical errors.
- Stock and Availability: All products are subject to stock availability. In the event that an item is out of stock or cannot be fulfilled following an order, we will notify you promptly and issue a full refund to your original payment method.
- Obvious Pricing and Description Errors: While we make every effort to maintain absolute accuracy, typographical or technical errors regarding pricing, dimensions, or product descriptions may occasionally occur. Where an item is listed at an incorrect price due to an obvious error, Kheera Online reserves the right to cancel the order prior to dispatch and refund any amounts paid, subject to applicable UAE consumer protection regulations.
3. Data Security and Privacy
We implement appropriate technical, organizational, and administrative security measures to ensure that your personal data and electronic transmissions are handled securely in accordance with applicable United Arab Emirates data protection laws (Federal Decree-Law No. 45 of 2021). Payment and credit card information is transmitted through Stripe's secure payment infrastructure using industry-standard encryption protocols. Kheera Online does not store full payment card numbers on its servers.
For detailed information regarding how we collect, use, store, and protect your personal data, please review our separate Privacy Policy accessible on our website.
4. Product Information, Dimensions, and Pricing
- Product Specifications: We make every reasonable effort to display product dimensions, load capacities, colors, and material specifications accurately.
- Pricing and Currency: All prices are listed in United Arab Emirates Dirhams (AED) and include applicable Value Added Tax (VAT) as mandated by the UAE Federal Tax Authority.
- Invoicing: A standard tax invoice compliant with UAE VAT regulations is provided for every completed transaction.
5. Order Fulfillment and Delivery Protocol
We will make reasonable efforts to deliver orders to the delivery address and, where practicable, to the named purchaser or another person authorized by the purchaser to receive the order.
5.1 Customer Contact and Exhaustion of Available Channels
Customers are responsible for providing accurate and complete delivery information and valid contact details. Where the delivery provider is unable to complete direct delivery because the customer or intended recipient is unavailable, the delivery provider and Kheera Online will make reasonable attempts to reach the customer through the contact methods reasonably available from the order information, where those channels are available and contact details have been provided.
This sequence includes attempting telephone calls, WhatsApp messages, SMS notifications, and email communications before proceeding with any alternative handoff protocol. A single unsuccessful contact attempt will not, by itself, constitute the completion of the communication process where further reasonable contact channels are available.
5.2 Alternative Handoff Where the Customer Remains Unreachable
If, after reasonable attempts across the available communication methods, the customer or intended recipient remains unreachable or unavailable, the courier may, where reasonably practicable and consistent with safe delivery procedures, hand the shipment to a responsible person at or associated with the designated delivery address.
Depending on the circumstances, such person may include a family member, co-resident, building security officer, reception or front-desk staff member, concierge, or another person reasonably believed by the courier to be responsible for receiving deliveries at the designated address.
An alternative handoff will only be used where the courier considers it reasonably appropriate to do so. The courier is not required to leave a shipment with an alternative person where doing so would create a reasonable concern regarding the security, loss, damage, or unauthorized removal of the shipment.
5.3 Proof and Record of Alternative Delivery
Where an alternative handoff is made under this section, the delivery provider is requested and instructed, to the extent reasonably practicable within its delivery operating procedures, to record the following delivery details:
(a) a clear photograph of the parcel at, or in the immediate vicinity of, the designated delivery location;
(b) the name of the individual who physically received the shipment;
(c) the individual's relationship or role in relation to the delivery location, such as "family member," "co-resident," "building security," "reception staff," "concierge," or another applicable description;
(d) the date and time of delivery; and
(e) the official delivery tracking reference and courier record.
Photographic proof of delivery must focus on the parcel and its delivery location. Kheera Online does not require or request the intentional capture of facial photographs of individuals for proof-of-delivery purposes.
5.4 Effect of Alternative Handoff
Where an alternative handoff has been made in accordance with this section and the courier's delivery record documents the delivery location and the receiving individual, Kheera Online may rely on that delivery record as evidence that the shipment was delivered to the designated delivery address.
Nothing in this section is intended to exclude, restrict, or waive any mandatory consumer rights or remedies available under applicable UAE law.
5.5 Incorrect or Incomplete Contact Information
If delivery cannot be completed because the customer has supplied inaccurate, incomplete, or invalid contact or delivery information, Kheera Online and its delivery provider will use the available information to attempt to resolve the delivery issue. Where the customer remains unreachable after reasonable attempts through available communication methods, the alternative-handoff procedure described above may be used where reasonably practicable.
Nothing in this section limits any mandatory rights or obligations imposed by applicable UAE law.
6. Returns, Refunds, and Courier Fees
Kheera Online operates a seven (7) calendar-day return policy. All return requests must be submitted within seven (7) calendar days from the date of delivery, subject to the conditions set out below.
After the expiration of the seven (7) calendar-day return period, Kheera Online will generally not accept return requests under this return policy, except where applicable UAE law provides a mandatory consumer right or remedy.
6.1 The 7-Day Return Window
All return requests must be submitted to Kheera Online within seven (7) calendar days from the date of delivery.
For the purposes of this section, the delivery date is the date recorded by the courier as the date of delivery to the designated delivery address, including an alternative handoff made in accordance with Section 5.
After the seven (7) calendar-day period expires, Kheera Online will generally not accept returns under this return policy, except where applicable UAE law provides a mandatory consumer right or remedy.
6.2 Damaged, Defective, or Non-Conforming Products at Delivery
Customers are encouraged to inspect parcels and products upon delivery.
If, at the time of delivery, the product is visibly damaged, defective, materially non-conforming to the product description or specifications provided by Kheera Online, or incorrectly supplied, the customer may refuse the delivery or notify Kheera Online at the time of delivery to request an appropriate remedy.
Where an issue is identified and reported at the time of delivery and Kheera Online accepts the return or replacement, Kheera Online will handle the return or collection and bear the applicable return or collection courier charges, subject to applicable UAE law.
Minor cosmetic wear or scuffs to outer shipping cartons that do not affect the internal product do not, by themselves, constitute a damaged-product return.
6.3 Voluntary and Change-of-Mind Returns
Where a customer accepts the delivery and subsequently requests a voluntary or change-of-mind return within the seven (7) calendar-day return period, the following conditions apply:
(a) the product must be completely unused;
(b) the product must be unassembled;
(c) the product must be in its original condition;
(d) the product must be complete with all included parts, hardware, manuals, and accessories; and
(e) the product must be returned in its original packaging, with the packaging reasonably intact and suitable for safe return transport.
The customer is responsible for the direct return or collection courier transportation charges for an approved voluntary or change-of-mind return. Kheera Online may deduct the applicable charge from the customer's refund or collect the charge before the return is completed.
6.4 Packaging Condition and Return Acceptance
Where a customer accepts a delivery and subsequently requests a voluntary return within the seven (7) calendar-day return period, the customer remains responsible for the applicable direct return or collection courier transportation charges, even if the product has not been used or assembled.
The condition of the product and packaging will be considered when determining whether a voluntary return can be accepted, particularly where the product cannot reasonably be resold or safely transported without its original packaging.
6.5 Return Request Procedure and Inspection
Customers requesting a return must contact Kheera Online within the applicable seven (7) calendar-day return period and provide the order details, proof of purchase, and, where reasonably requested, photographs or other information showing the condition of the product and packaging.
Kheera Online may inspect returned products upon arrival at its fulfillment facility.
A return made under the voluntary-return policy may be refused where the product has been used, assembled, damaged after delivery, altered, or returned without required components or packaging.
Nothing in this section limits any mandatory consumer right or remedy that cannot lawfully be excluded under applicable UAE law.
6.6 Refunds Following an Approved Return
Once an eligible return has been received and inspected where applicable, the refund will be processed in accordance with Section 7.
For an approved voluntary or change-of-mind return, the applicable return or collection courier charges will be deducted from the refund.
For an approved return arising from an issue identified and reported at delivery, Kheera Online will bear the applicable return or collection courier charges, subject to applicable UAE law.
7. Refund Issuance and Processing
Upon receipt and successful inspection of an approved returned item at Kheera Online's fulfillment facility, Kheera Online will initiate the applicable refund within three (3) to five (5) business days, subject to applicable law.
Approved refunds will be credited to the original method of payment used for the transaction, such as a credit or debit card processed through Stripe.
Once Kheera Online has initiated the refund, the customer's banking institution or card issuer may require an additional five (5) to ten (10) business days to process and reflect the credit on the customer's account statement.
The timing of the credit appearing in the customer's account is controlled by the relevant banking institution, card issuer, and payment-processing network and is outside Kheera Online's direct control.
8. Intellectual Property and Third-Party Assets
Unless otherwise stated, the content created by or for Kheera Online and displayed on this website, including text, graphics, product photography, trademarks, logos, and other digital materials, is owned by or licensed to Kheera Online and is protected by applicable intellectual-property laws.
Certain images, photographs, graphics, icons, fonts, or other materials displayed on the website may be obtained from third-party royalty-free, stock, or other licensed sources and remain subject to the applicable rights, licenses, or terms of those respective owners. Kheera Online does not claim ownership of third-party materials that it does not own.
Except as permitted by applicable law or with our prior written permission, users may not reproduce, copy, modify, distribute, publish, sell, or commercially exploit content owned by or licensed to Kheera Online.
9. Limitation of Liability and Consumer Protection
Nothing in these Terms of Service shall exclude or limit any statutory liability that cannot be excluded under United Arab Emirates Consumer Protection Law, including statutory consumer guarantees regarding product quality, safety, and conformity to description.
10. Events Beyond Reasonable Control (Force Majeure)
Kheera Online will not be held liable or responsible for any failure to fulfill, or delay in fulfillment of, any of our obligations under these Terms or an order caused by events outside our reasonable control (Force Majeure events), including but not limited to severe weather conditions, acts of government or local authorities, courier strikes, transport network closures, or disruptions to major road networks across the United Arab Emirates. In such events, our performance obligations will be extended for the duration of the event, and we will make reasonable efforts to resume normal fulfillment as promptly as possible.
11. Severability
If any provision of these Terms of Service is determined to be unlawful, void, or unenforceable under applicable UAE law, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms of Service. Such determination shall not affect the validity and enforceability of any other remaining provisions.
12. Changes to Terms of Service
You can review the most current version of the Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, modify, or replace any part of these Terms of Service by posting updates to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website following the posting of any changes constitutes acceptance of those changes.
13. Governing Law and Jurisdiction
These Terms of Service and any separate purchase agreements shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the local laws of the Emirate of Sharjah. Subject to any mandatory consumer rights or jurisdiction provided by applicable law, disputes arising in connection with these Terms or a purchase shall be submitted to the competent courts of the Emirate of Sharjah, United Arab Emirates.
14. Contact Information and Customer Care
For questions regarding these Terms of Service, order coordination, or policy inquiries, please contact our registered office:
- Entity Name: Kheera Online
- Trade License Number: 847824
- Tax Registration Number (VAT): 100562348100003
- Email: kheeraonline@gmail.com
- Phone and WhatsApp: +971 050 919 5922
- Physical Address: Shed No. A2, Street 11, Industrial Area 12, Sharjah, United Arab Emirates
- Operating Hours: Monday through Saturday, 1:30 PM to 6:30 PM (Gulf Standard Time)
- Website: www.kheeraonline.com