Terms & conditions

Preamble

This site is operated by VIBETRAY having its registered office at Downtown Dubai, AL SAAHA CWing-W202 and registered with the government of Dubai under number 1075113.

• We are not a furniture shop or a reseller, we are an interior styling platform that helps you decorate your room by sourcing curated items.
• Some items are custom made, some are local, and some are imported.
• Each product has its own Terms and Conditions which are applied by the original seller. The customer must make sure they check the specs of each product they want to order so they can be well informed prior to making a decision.
• The present general conditions of sale apply to all orders placed with Vibetray for the whole of the articles and services proposed by www.vibetray.com. Consequently, any person ordering a product offered on sale on the Internet site of Vibetray implies full and complete acceptance of these general conditions of sale that the Customer recognizes having been made aware of those conditions before placing the order.
• Vibetray reserves the right to modify at any moment the present general sales conditions. Nevertheless, the General Sales Conditions applicable to the order placed by a Customer on the Site of Vibetray are those accepted by the Customer at the time of placing the order.

1. Orders

• Once the customer selects their items and completed their purchase they will only pay 10% of their bill amount at that point. Within a 24-48h window Vibetray will confirm the stock availability of all items ordered and should an item be out of stock we will propose alternatives by email.
• While rechecking the availability and finetuning the cost, if the supplier puts the item picked on sale during that period, we will notify the customer and show the discount on the bill, similarly if there is a price adjustment, we will also reflect this.
• If the customer have requested paint, curtains or flooring, a representative of the related supplier will contact the customer for a visit to confirm the dimensions and to take the customer’s confirmation on the color sample.
• If curtains, wall painting or flooring is ordered. When finetuning the dimensions downward or upward, the bill will be adjusted accordingly and the customer will be able to pay the remaining 90% to kick off the order.
• The customer will receive an order confirmation to the email address they have provided assuming that the email address indicated in the inscription form does not contain an error. The order confirmation includes a summary of the items that purchased, a price breakdown, and invoice and the delivery address. The Customer must check the completeness and conformity of the information they provide to Vibetray. The latter cannot be held responsible for possible errors of data entry and the consequences in terms of delay or delivery error. In this context, all the expenses engaged for resending will be the responsibility of the Customer.
• The Customer can at any moment check the status of their order by consulting the heading "My account" on the www.vibetray.com site. The Customer can at any moment contact the customer service department of Vibetray on customerservice@vibetray.com in order to be informed of the stage of their order.
• We don’t user the customer’s personal details for anything other than for the purpose of completing their order. The customer has the right to request all information stored about them. For more information regarding how we handle customers’ personal information, please refer to our Privacy Policy.

2. Delivery information

• Considering the products ordered are in stock, the suppliers will normally ship the items as soon as possible, within the delays mentioned for each product in the specs sheet.
• If the supplier is local, they will send it to the customer directly or contact them to arrange a delivery.
• If the supplier is international, the product will be shipped to the customer through Vibetray via Aramex.
• Please drop us a line at customerservice@vibetray.com regarding delayed shipments so that we can help you as soon as possible. Delays caused by the customer not being present to receive the shipment is out of our control and not subject to a refund. Orders made during weekends and holidays are processed the following working day.

3. Prices

• All prices have been translated into AED and are inclusive of shipping, taxes, custom charges and VAT.
• For everything that requires contracting like walls, floors and curtains, the prices are inclusive of site visits, installation and fixing, paint however needs an extra charge for colour sampling and site inspection that is added as delivery fees in the bill. Eventually any alteration to the scope of works in the form of an addition, substitution or omission based on site conditions shall be considered on top.
• Since the prices charged by Vibetray’s suppliers are in constant evolution, the prices posted on the site are also likely to be modified constantly. We may update our prices at any time. Despite our best effort, a small number of our products might be mispriced from time to time. If this happens, we will contact the customer and ask them whether they wish to continue with the order at the correct price. We will then either cancel the order and refund the money that was paid or correct the price. If we are unable to contact the customer we will cancel the item and process a refund.
• Prices at the supplier side might be subject to reviews or sale at any point in time. Vibetray will reflect those changes to the prices on the bill at the time of placing the order so that the customer can benefit from the offers and discounts. Please note that this might impact the exchange and refund policy, as items on sale may not allow for exchanges or refunds. The customer must read the supplier’s T&Cs on the product’s spec sheet.

4. Payment

• The customer can place their order with any major credit card (Visa or Mastercard). They can choose their payment method at checkout.
• We use the payment gate Stripe that allows the customer to check out with their credit or debit card. Stripe applies 3D Secure/verified by Visa which is a global security standard that we use to ensure the security of our customers. All transactions are protected by SSL-encryption. This means that nobody other than the customer will be able to access the customer’s card details.
• As detailed in section 2 – Orders, Vibetray conducts a stock availability check and provides the customer with alternatives if something is out of stock. We also finetune the totals related to contracting for the walls, curtains and flooring based on the visit of our partner to the customer’s premises to make sure the customer is not being charged more than they should. This is why we only charge 10% when placing the order with the remaining 90% being charged when everything is confirmed, and the order is ready to be kicked off.

5. Imagery & colors

• Product imagery may vary from the finished product, and we can’t guarantee that the image matches the exact color. Colors on imagery can also vary between different electronic devices such as mac, pc, tablets and mobiles. We try our best to reflect the real view of the product through different images/angles, but we cannot guarantee the view the human eye procures. We may, if needed, change the product description and imagery from time to time and will do so without given notice.
• For whatever is related to paint, curtains fabric and flooring colors, our partner will be visiting the customer to show him the samples and adjust the dimensions – so the customer won’t need to worry on this front as Vibetray makes sure he sees the colors and samples live since the colors shown on the screen might not be reflecting the reality and are only indicative.
• Please note that all images on Vibetray’s website are subject to copyrights. They are either the property of the different suppliers & partners we deal with or the property of Vibetray like the design of the room.

6. Returns and reclamations

• After sales services are handled with the suppliers directly. If the customer is not satisfied with the product, they must contact us at customerservice@vibetray.com by mentioning their order number and the product they wish to return and we will provide them with what they need to handle the case with the supplier direct.
• In general, suppliers refund if the item has a defect or is sent wrong and most suppliers accept returns if the item is still in its original condition/packaging and with the original receipt. Shipping costs, delivery costs and taxes however won’t be refundable. For all items that are tailor made or made to fit the customer’s space like the curtains, wallpaper and flooring, returns eventually are not accepted.
• Depending on the supplier, refund payouts might be paid back to the customer’s card when they visit them in the shop or processed back to Vibetray. If the refund is paid back to Vibetray the customer must send an email to customerservice@vibetray.com with a proof of return and we will process the refund back once we have received the amount from the supplier.

7. Force Majeure

• Neither of the parties will have failed its contractual obligations, insofar as their execution is delayed, blocked or prevented by circumstances beyond their control. Force majeure or circumstances beyond control will be regarded as that which are external to the parties, unforeseeable, inevitable, independent of the will of the parties, and which could not be prevented by them, despite all reasonably possible efforts. When such circumstances happen, Vibetray will warn the customer when possible to examine the situation and reach agreement on the conditions under which the execution of any pending works will be continued.