Welcome to https://www.ounass.ae/. We strive to ensure our customers and users ("you") receive an effortless shopping experience and we hope that you enjoy all our Website has to offer.
https://www.ounass.ae/ and its associated mobile application (collectively the "Website") is owned and operated by Al Tayer Insignia LLC, trading as Ounass ("Ounass"), for its own benefit and the benefit of its affiliates and subsidiaries (together "we", "us" or "our"). Al Tayer Insignia LLC is a limited liability company incorporated under the laws of the United Arab Emirates, with commercial license number 583233 and its registered office at P.O. Box 2623, Dubai, United Arab Emirates.
Please read these terms of service (the "Terms of Service"), and any other terms applicable to the use of the Website, including the Website Terms of Use ("Website Terms"), the privacy & cookie policy (the "Privacy Policy"), as together they form the terms governing the relationship between us and you (collectively, the "Terms"). We may need to change or update our Terms from time to time as we strive to improve our services. We will notify you of any changes to the Terms either via email, a notification you will receive when accessing the Website, or other reasonable means, but it is your responsibility to read the Terms prior to using the Website or our services. If you do not consent to these Terms, you must cease access and use of the Website. Your continued use of the Website constitutes your acceptance of the Terms.
When you place an order for products or services through our Website (an "Order"), you are deemed to have consented to the latest version of the Terms then posted on our Website. If a change in law takes effect which requires us to change our Terms after you have placed an Order but before it has been accepted by us, you acknowledge that the change will apply to your Order. In all other cases, the version of the Terms posted on the Website at the time your Order was placed will apply.
We aim to make the Website and the services we offer available to all our customers. However, to use the Website, you must be at least 18 years of age, and able to lawfully: (i) make payment through one of our accepted payment methods; (ii) agree to these Terms; and (iii) enter into binding contracts with us.
The Website is for customers' personal use only. We do not provide the Website, products or the services supplied by us through the Website for commercial usage. We reserve the right to decline Orders of unusual quantities and/or where we suspect commercial usage by the purchaser. We may take any steps we deem necessary, including taking appropriate legal action against violators.
When you place an Order with us, you commit to buy the items described in that Order, at the price displayed for each product on the Website, in addition to any service charges such as delivery fees, taxes and duties where applicable, at the time of placing the Order. We will send you an email acknowledging the receipt of your Order. However, Orders are subject to our acceptance, which will be communicated to you when you receive a notification from us confirming your Order has been processed by us and/or your item(s) have been dispatched for delivery. No party other than us has the authority to confirm acceptance of the Order. We may reject Orders at our sole discretion including for reasons such as errors in prices of products, other technical errors affecting the Website or the ordering process, ineligibility, inability to process payment, suspected fraud, suspected violation of the prohibition on commercial use of our Website, shipping restrictions or stock unavailability.
Items in your Website basket are not reserved until your Order is paid for in full and accepted by us. The Website (or our Website Call Centre) may contain or provide information regarding the availability of a particular item. The information provided on the Website is only an estimate and may not be up to date at the time of placing an Order due to the frequency of the transactions that are carried out on our Website. Unfortunately, we cannot always guarantee that an item which is displayed as in-stock on the Website at the time you placed it in your basket will be available at the time you place the Order. Should this happen, we will notify you and arrange for a full refund to your original payment method.
Some products can sell-out very quickly, so to give our customers a chance to get their hands on the items they want, we sometimes allow customers early access to coveted collections ahead of the official launch. Once your Order is placed, we will acknowledge the Order via email and work behind the scenes to secure the item for you. Once we receive the item, we will notify you and confirm that your item is being dispatched for delivery to you. If we are unable to secure stock of the item, we will notify you and refund you the price of the item to your original payment method, subject to our returns conditions, which you can find further down below in these Terms of service.
Pre-Order items can only be paid for by debit card, credit card, Apple Pay or Payfort Instalments. No other payment methods (including cash on delivery, PayPal or Delayed Payment Providers) will be accepted for Pre-Ordered items. Pre-Order item can be cancelled at any time prior to delivery. Where a returned Pre-Order item is accepted by us it will be refunded as Ounass store credit only.
You may, at any time prior to your Order being marked as "Processed" on our online Order tracking system, contact us or use the Website to cancel or change the Order. If you do so, we will at your request either: (i) cancel the Order free of charge and issue you with a full refund, or (ii) we may agree to make certain changes to the Order, subject to stock availability and any applicable price adjustments. If the Order has already been processed by us, you will be unable to cancel the Order or make changes to the Order. You can return the items in accordance with our returns process after you receive the Order for a refund, and alternatively place a new Order with the items you wish to purchase.
Some of our brands may offer customers a gift-with-purchase when the customer purchases an item from the brand. A gift-with-purchase will only apply on Orders which include items from the brands participating in the offer. You can find a list of the selected brands in the offer banner. The number of gifts available is limited, so the gift is distributed with the Order based on Order placement priority and subject to stock availability. Regional exclusions and minimum spending requirements may apply. Please be aware that items purchased in an Order will be non-returnable if the gift-with-purchase that was gifted with the Order is not returned or where the condition of the gift-with-purchase does not satisfy our returns conditions, including the condition of the packaging.
We offer gift-boxing and gift-wrapping services if you are looking to gift the Order. You can avail this service by selecting the option for gift boxing and gift wrapping at check-out. This service is not available for purchases of furniture or bulky items. You may select to have the items in your Order gift wrapped by us or you may request that we simply supply the gift boxes and gift wrapping along with your Order. The price for any gift-wrapping or gift-boxing service will be added to the total Order price and displayed at checkout. The fee charged for this service is non-refundable, even if you returned the Order.
Gift tags and gift messages can be added to your Order free of charge by selecting this option on your checkout page prior to placing the Order.
The prices of items displayed on the Website are provided in United Arab Emirates Dirhams (AED). The prices of item displayed on the Website do not include any fee chargeable for services you may select as checkout (such as gift wrapping), delivery costs, or duties to which the Order may be subject to. Any such additional costs will be calculated and added to the Order price at checkout. The delivery address you provide, the items and services you select with your Order, and the method of delivery you choose will dictate what delivery charges and duties may apply (if any). Please refer to our Shipping and Delivery section for further details on delivery options.
Although we make every effort to ensure the prices or charges communicated to you in connection with your Order are accurate, errors may occur and we reserve the right to correct such errors provided it does not affect your rights as a customer. If we believe there was an error in the price calculation of your Order, we will aim to remedy that error in the following ways:
If your Order was inadvertently processes by us, we may at our discretion:
cancel the Order (or part thereof), arrange for the collection of the mis-priced item(s) from your original Order delivery address, and issue you a full refund including original Order delivery fees and duties (if applicable);
where the price you paid is lower than the actual price of the item, honour the Order; or
where the price you paid in the Order for a particular item is higher than the price of the item, we will refund you the difference in the price of the item;
If your Order has not been processed, we will notify you as soon as possible and only process the Order (or part thereof) once you have confirmed you are happy to buy the item at the correct price or otherwise cancel the Order (or part thereof) and receive a refund instead.
We are committed to offering you the best price possible, so if you find the same item online, priced for less with one of our competitors*, we will refund you the difference with store credit.
How we price match:
We only price match with identical items, variations such as brand, colour, size and style are not accepted.
The item must be full price (discounted, promotional, outlet, second hand and sale items are all excluded).
The item must be in-stock on a registered competitor* website at the time you claim.
The price must be in the same currency as displayed on our Website. If your item is not displayed in the same currency, then we will price match to either USD, GBP, EUR or equivalent as per the market rate.
We will only price match an item once it has first been purchased from Ounass and delivered and it must be claimed within 30 days of your Order date. A price match application cannot be processed prior to the item having been delivered.
The shipping option for the relevant item on the competitor's website must be set to the same country as the Ounass delivery country for the item you ordered and wish to price match and be within the United Arab Emirates.
Our Price Match is not to the value of an Order but the value of an item, as listed in the competitor's shopping cart after selecting the matching shipping destination.
* What we mean by our competitors: Any registered website which has a luxury brand and product collection that we believe to be comparable to the brand and product collection offered by Ounass. For the avoidance of doubt, discount, liquidation, auction, outlet sites or websites that are undergoing closing down sales are not considered to be competitors. Sites that only display prices in currencies other than those used on our Website are not included.
How to claim your Price Match:
Contact our Customer Care team by email, phone or using the online form, with a link to both the Ounass item and the item you would like us to price match.
Once our Customer Care team has agreed that your claim fits the above outlined criteria, you will receive store credit for an amount equal to the difference in the matched price.
If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and colour that was purchased. The difference between the purchase price and the sale price will be added to your Ounass store credit account. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact Customer Care at +800 686277.
Once an item has been price matched or the price difference has been provided, the item will no longer be eligible for return.
We may offer promotional codes to our customers which can be applied at checkout when placing an Order through our Website. Promotional codes are subject to the terms applicable to each promotional code, which will be communicated to you. the offers and discounts offered by each promotional code may vary, so please ensure you read all terms and conditions of use applicable to the promotional code. Promotional codes are valid for a limited period, are not redeemable for cash, cannot be used in conjunction with any other offer, sale, discount or promotion (unless specifically stated) and may not be applied to certain products or brands (such as fine jewellery). If the item is not eligible for the offer, the discount will not be reflected at checkout even if you insert the promotional code. Promotional codes are personal to you and should not be transferred to anyone else, unless you are authorised by us to do so.
When you place an Order using a payment card that only processes payments in a currency other than the currency that applies to your Order at checkout, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is processed. You bank or card issuer may also charge other fees for processing the payment.
We currently accept the following payment methods for Orders placed on our Website: Visa cards; Mastercards; American Express cards; PayPal; Apple Pay and, where available, cash on delivery. Store credit and Amber points can also be applied against purchases, if conditions are satisfied. The use of Amber points is subject to the terms and conditions of the Amber Programme available [here]. All payments will be processed at the time you place your Order, except for cash on delivery (where available). We currently offer cash on delivery for Orders in the value of up to 30,000 AED (if the items in the Order qualify for cash on delivery).
By entering your payment details onto our Website, you warrant and represent that you are duly authorized to use that payment method for the purchase of the Order. We reserve the right to decline Orders without any liability to you where we reasonably believe the payment method used was not authorized for such use, where we are unable to validate or verify the payment method, or if we suspect some other illegal or irregular activity associated with the payment.
We also accept Buy Now, Pay Later payment options (a payment in instalments option) provided you are using one of our approved third party payment processors ("Delayed Payment Provider"). In order to qualify for this payment option, the Order must be within the minimum and maximum Order value set out in the table below and subject to you meeting the Delayed Payment Provider's eligibility criteria. If you avail this option, you will be entering into a contract with the Delayed Payment Provider. You may be requested by the Delayed Payment Provider to provide personal documents and be subjected to credit checks to verify your identity.
This service is not provided by us. We are not licensed or authorised to provide such services, and we do not assume any liability for a customer's choice to use the Delayed Payment Provider's services. If you have any questions or doubts, you must contact the Delayed Payment Provider directly.
Delayed Payment Provider | Minimum Order Value (AED) | Maximum Order Value (AED) |
Tabby | 10 | 14,000 |
Tamara | 1 | 10,000 |
Your bank may also allow you to pay the Order price in instalments. This option will be available to you at checkout where you can select the period of time over which you want to spread the payments for the purchase along with any fees or interest payable, if applicable.
PayPal does not currently support payments in AED. You may still use PayPal as a payment option on our Website when you checkout, however all transactions processed by PayPal will be charged in USD. If you wish to pay for your Order via PayPal, an additional charge may apply on the currency conversion. Orders completed through PayPal will be redirected to a PayPal page.
We currently accept these payment options for our customer's convenience. However, we may withdraw or choose not to accept some of these payment options on our Website at any time, provided that Orders already placed and paid for prior to withdrawing the payment option will be honoured if payment was processed and accepted.
For certain payment methods we may request additional personal documents to verify your identity, such as a passport copy or a valid identification card issued by a government authority with photo, in case we suspect any unusual activity on your account. We reserve the right to suspend or terminate the payment options available on your account and refuse any and all current or future use of the payment options available on the Website (or any portion thereof) if we suspect any fraudulent or suspicious activity. We are not responsible or liable to inform you of any changes we may implement to the payment options. It is the customer's responsibility to get in touch with us in order to get the payment options reactivated.
If you return or cancel an item from an Order where you have opted to pay the purchase price in instalments, you must contact your bank to cancel the instalment plan or suspend any processing fees that may apply. If you have paid using a Delayed Payment Provider, your refund will be processed in accordance with the Delayed Payment Provider's terms of service.
Ounass' current delivery options and pricing is set out in the table below.
Shipping from UAE Warehouse | ||||
Location | Delivery Timescales | Cut-off Time | Cost (Order value less than 500 AED) | Cost (Order value more than 500 AED) |
Dubai Addresses | Within 2 hours | 8:00 PM | 50 AED | Free |
Same Day | 8:00 PM | 35 AED | Free | |
Next Day | - | 25 AED | Free | |
Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Umm Al Quwain, Fujairah and Al Ain Addresses | Same Day | 1:00 PM | 35 AED | Free |
Next Day | - | 25 AED | Free | |
Other UAE Addresses | Between 1-6 UAE working days | - | 25 AED | Free |
Furniture Deliveries Across the UAE | Next Day* | 8:00 PM | Free | |
Shipping from KSA Warehouse | ||||
Location | Delivery Timescales | Cut-off Time | Cost (Order value less than 500 AED) | Cost (Order value more than 500 AED) |
All UAE Addresses | Between 1-6 UAE working days | - | 25 AED* | Free |
*If multiple shipments below 500 AED, shipment from KSA warehouse will not be charged |
We are constantly striving to make your shopping experience with Ounass a pleasant one. We currently offer 2-hour delivery on Orders delivered within the Emirate of Dubai. In addition, only Orders with delivery addresses within the UAE can currently be processed via the UAE Website.
Orders placed outside of working hours (9am-8pm) and/or during any public holidays will be deemed placed on the first working day following the Order's submission. Delivery timelines are estimates and delay may inevitably occur. Time shall not be considered of the essence. Order delivery may face delays during promotion periods, sale season and public holidays. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or you request a postponement of the delivery. It is your duty to ensure you are available to receive the Order delivery. Our couriers may make up to 4 phone calls to book the delivery time slot with you and will make up to 3 attempts to deliver to you before your Order will be cancelled. Please note that Orders payable by cash on delivery attract a 25 AED delivery fee payable on delivery.
You can schedule your delivery by picking a time slot most convenient for you at checkout. Scheduled time slots are subject to availability. We will aim to deliver the Order within the selected time slot but make no guarantees.
We often source your favourite products from different locations, so to ensure that we get your items to you as quickly as possible we sometimes have to split your Order into two or more shipments. In these cases, we will notify you that your Order will be arriving in multiple shipments before we process the Order. You will be able to track these shipments separately through the "My Orders" tab in your account, or by searching your Order number and email address if you're a guest user. You will not be charged separately for the delivery of each shipment.
If you have ordered furniture or bulky items, when your Order is ready for delivery, we will contact you to confirm a delivery date. Once agreed, you will be responsible for accepting delivery and arranging appropriate means of access and installation on that date. It is your responsibility to ensure that our delivery team has access to the delivery address and that sufficient space is available to move the items, hallways are measured and doors and lifts can grant full access.
Delivery of furniture or bulky items on the first floor or above floors requires service elevator access arranged by you and it is your responsibility to notify us of any potential problems with access to the premises, building, service elevators, etc. and to make any related delivery arrangements. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to 30 days. If you fail to agree a revised delivery date within 30 days of the initial delivery date, we retain the right to cancel your Order and issue you a refund instead. If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable second attempt at delivery charge may be applied. We will inform you in advance of this charge.
In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property. Any request to hang, erect or assemble furniture items may be accepted at our discretion. If we agree to provide such service, we will not be responsible for any damage caused in connection with such hanging, erection or assembly. We make no representations as to the workmanship of the delivery personnel who will assist you with such request. You may alternatively consider hiring professionals. Additional charges for such services may apply.
Subject to meeting the conditions of these Terms of Service, we offer a "no questions asked" free returns policy if you initiate a return request within 30 days of delivery of your Order. Please note that certain items are not returnable and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order. However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.
To be accepted by us and qualify for a refund, all items in the Order (including promotional or complimentary gift items received with the Order) must be returned to us:
unaltered, unused and in their original condition (or the condition in which they were received by you from us or our agents);
in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached;
authenticity cards, where provided, should also be returned;
swimwear must have the original hygiene liner attached; and
accompanied by the original Order confirmation.
Items can be returned by arranging collection from your delivery address in the UAE by either:
Contacting us by calling our UAE toll free number 800 686277; or
Logging into the My Account/Order History section of the Website and submitting an Order return request.
Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service. If you do not have an Ounass account and placed the Order as a guest, you will need to register as a user to be able to request a return online.
We provide a flexible return policy to enhance your online shopping experience for added convenience. We do monitor the quantity of returns and reserve our right to either close your Ounass account or limit your ability to place future orders should your return behaviour violate our Returns Policy. However, nothing in this Returns section is intended to affect any consumer rights that you may have under the laws of the United Arab Emirates.
Shoe returns will only be accepted if the shoes are in the condition they were receive in (brand-new) and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage or visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
We don't accept returns for beauty and grooming products (including skincare, fragrance, make-up and haircare), lingerie, face masks, earrings, candles and vintage pieces. In addition, all furniture orders are final and non-returnable unless the product was received damaged during shipping and retains its original packaging.
Items can be exchanged by arranging collection from your delivery address and the following conditions apply:
You can exchange an item for a different size only if it's the same product.
The exchange order is only created after the return is approved.
If there are technical issues during order creation after the
return, the customer will get store credits regardless of the original payment method.
On placing an exchange request the same can be cancelled at any point.
You can exchange an item multiple times.
Orders paid with Paypal, Buy Now Pay Later options and Amber will
not be eligible for an exchange request.
Exchanges are only for eligible items with the same price, located in the same warehouse, and must be returnable.
Orders placed using coupon codes will not be eligible for exchange.
Note: his feature is only available for UAE customers who are
eligible for Size exchange as per above conditions.
If an item in your Order is received damaged or is not the item you ordered, you can arrange to return the item to us by following our returns process. The item must be returned to us in the same condition you received it in, within 30 days of delivery of the Order to you. Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.
When returned items are received by us, we inspect them. If upon inspection we determine that the item returned was damaged or is not in the condition it was in when sold to you, or we suspect any misuse of items, we reserve the right to reject the return and refund request and ship the item back to you. If you refuse delivery of the item, we will retain the item for a period of up to three (3) months from when it was returned to us by the courier. Following the expiry of this period, we may destroy the item at our own discretion and you acknowledge that you have waived your right to claim the item back by refusing to accept the delivery.
If you received a defective item, certain items may benefit from a manufacturer's warranty. The details of the manufacturer's warranty will be included in the product packaging, inserts or accompanying documentation. Please call us on our UAE toll free number [800-OUNASS] to assist you if you believe your product has a manufacturing defect.
All items returned to us will be inspected. If we are satisfied with the condition of the item returned, we will process the return and notify you once a refund has been issued with the value of the refund. Gift items returned will be refunded to the purchaser of the gift. Any Amber points accrued on a returned Order will be debited from your Amber account.
Your refund will be paid back to you depending on your original payment method:
Credit or Debit Card payments are refunded back to the original payment card used to make the purchase (unless you opt for a refund in store credit, in which case the full refund value will be credited to your Ounass account to be applied to future purchases, to be used within 24 months from issue date);
Cash on delivery payments are refunded as store credit;
Amber points used on a purchase will be refunded back to your account as Amber points;
Store credit used on a purchase will be refunded back to you as store credit;
Payments processed through PayPal will be refunded to your original PayPal account;
If you paid using a Delayed Payment Provider, your refund will be
processed in accordance with the Delayer Payment Provider's terms; and
If you chose to pay with multiple payment methods, at our discretion we will prioritize certain payment methods over others. For example, if you paid using store credit and a credit card, the store credit amount used will be prioritized and refunded in full, before the remainder of the payment gets refunded to your credit card.
Store credit is valid for a period of 24 months from issue date.
Please note that we cannot refund items if the return is initiated after 30 days of processing your Order. If you return an item to us after the 30 day period, we will return it back to you as it has surpassed the refund deadline. For credit card refunds, it may take up to 14 days for your credit card provider or bank to process the refund and for the refund to be reflected on your card statement.
This share and earn referral campaign is organized and conducted by Al Tayer Insignia LLC, trading as Ounass (hereinafter “Ounass” or “we” or “us”). These Campaign Conditions are supplemental and subject to our Terms of Service and the other terms and conditions, policies and rules of the Ounass website and mobile application (together the “Website”) and will apply to you as a participant of Share & Earn (“you”, “your”).
We are offering our customers the ability to earn Ounass store credits by sharing Qualifying Products (as defined below) with friends, family and social media followers on their social media accounts or via communication methods such as WhatsApp or SMS (each a “Social Platform”), subject to the below terms and conditions (the “Referral Campaign” or “Share & Earn”). Only individuals may participate in the Referral Campaign and corporate entities, and accounts operated by corporate entities on Social Platforms, are expressly excluded.
You can earn Ounass store credit for every purchase of a Qualifying Product by a customer that has accessed the Website through the click-through link shared on your Social Platform and purchased the Qualifying Product through the link (each a “Qualifying Purchase”). Qualifying Purchases will be disqualified from the Referral Campaign and ineligible for store credits if such Qualified Products are returned by the customer to Ounass for a refund. The customer needs to purchase the exact same Qualifying Product that is promoted by you on your Social Platform and the purchase must be made via the link shared by you. To get your link, tap on the ‘Share’ icon on your ‘Collections’ page on the mobile application.
“Qualifying Products” are products which are available to purchase on the Website (subject to product availability) and which are not excluded from the Referral Campaign on our F&Q page and you acknowledge and agree that Ounass may update or exclude Qualifying Products at its sole discretion.
The store credit earnt is a percentage of the actual purchase price of the Qualifying Product purchased via a Qualifying Purchase (including VAT but excluding any other costs such as delivery or gift wrapping). You can earn up to five percent (5%) of the value of each Qualifying Product purchased via a Qualifying Purchase in store credits and, in our discretion, Ounass may apply a store credit cap or limit on the amount of store credits which may be earned by you in any individual, or across multiple, Qualifying Purchases. The amount of store credit to be earnt on each Qualifying Product shall be set by us in our sole discretion, may vary depending on the type of Qualifying Product and may be subject to change at any time. [We will notify you through push notifications on your account on the mobile application when a Qualifying Purchase has been made and the amount of store credit you are eligible to receive on such Qualifying Purchase.]
You cannot earn store credits from purchases you make through your own Social Platforms or any social media account affiliated to you.
Store credits cannot be earned or applied retrospectively after a Qualified Purchase has been made, so you must ensure any purchases are made using your referral link to be eligible for the Referral Campaign.
Store credit will be credited to your Ounass account on Qualifying Purchases within thirty-five (35) days of the date of delivery of the relevant order and will expire thirty (30) days from the date of being credited to your account. Store credits cannot be converted to cash.
are at least 18 years of age;
are legally resident in the United Arab Emirates;
hold all licenses, permits and/or other approvals and have made all registrations required by applicable law, regulation rules and codes of conduct which are required to legally participate in the Referral Campaign, including social media influencer licences, VAT registrations, advertising standards, terms of use of the Social Platforms used to participate in Share & Earn, and any rules that regulate advertisements posted on social media;
will not expressly or by implication suggest any partnership or affiliation with Ounass, any Group Company (as defined below) or the brand of any Qualifying Product and will not make any claim that you are entitled to legally bind Ounass or are acting on behalf of Ounass;
will ensure any post or communication made by you on the Social Platforms used to promote Qualifying Products and Share & Earn shall not be contrary to Islamic principles, the social norms or moral or cultural considerations of the UAE or contrary to any law or civil or criminal restriction. You acknowledge and agree that Ounass can disable any click-through link without notice to you where Ounass considers, in its sole opinion, your post or communication to be in contravention to this warranty;
will not make any statement that is defamatory, disparaging of or derogatory to Ounass (including any company affiliated or in the same group holdings as Ounass (“Group Companies”)) or its products or services on Social Platform or otherwise;
understand that the Social Platforms are operated by independent third-parties distinct from Ounass, are subject to the terms and conditions, policies and rules of such third parties (which you agree to comply with) and Ounass shall have no liability in any circumstances with respect to such Social Platforms or their services; and
will conduct yourself at all times in a correct and proper manner that does not bring Ounass (or any of its Group Companies) into disrepute. If any circumstances do arise which may, in Ounass’ sole discretion, result in disrepute to Ounass (or any of its Group Companies), we may immediately suspend your participation in Share & Earn and you agree that you shall co-operate with Ounass in respect of all measures deemed necessary by Ounass to mitigate any such potential damage, including, but not limited to, issuing press releases and holding press conferences as instructed by Ounass.
In no circumstances shall Ounass be liable to you with respect to any claims, losses or damages with respect to Share & Earn. If Ounass becomes aware or suspects any potential criminal or fraudulent activity from you, or customers associated with affiliated links shared by you, Ounass may report your actions to the relevant Social Platform and/or enforcement authorites such as the police.
We reserve the right to modify or terminate the Share & Earn program at any time without prior notice to you and you acknowledge that we shall not require your agreement to do so. If credits are not used during the operational period of Share & Earn, we reserve the right, without liability or further notice to you, to cancel credits on your account once Share & Earn ends.
We operate Share & Earn in good faith and expect you to participate in the program in the same good faith. The intent of Share & Earn is to enable you to obtain rewards for sharing your enjoyment of shopping with Ounass. Paid advertising in connection with the program, selling or paying or offering incentives for customers to use your referral links is not permitted and will disqualify you from the program and any Qualifying Purchases made through such links from earning store credits (and may also be an activity which you are not legally permitted to undertake in your home country).
We may, at our sole discretion, exclude or disqualify any person from participating in the Referral Campaign or cease to run or suspend the Referral Campaign at any time in our sole discretion. We may exclude or disqualify a person from participation in the Referral Campaign for reasons such as if we believe you:
have breached these terms and conditions or other Ounass terms and conditions or policies;
are presenting a risk to the reputation and good name of Ounass or our affiliates;
are, or customers associated with affiliated links shared by you are, acting in bad faith;
are, or customers associated with affiliated links shared by you are, acting in a fraudulent or suspicious manner; or
are, or customers associated with affiliated links shared by you are, acting contrary to the intent of this program.
Our decision on whether to issue store credits under this Referral Campaign shall be final. We may invalidate any accrued but unspent store credits earnt through the Referral Campaign fraudulently or in breach of these terms and conditions.
Participation in the Referral Campaign does not create a fiduciary relationship between the parties hereto.
We reserve the right to amend these terms and conditions at any time without notice and any amendments to these terms will be published on our Website. Participants are advised to review these terms periodically. If you disagree with these terms, you cannot participate in Share & Earn. Your continued participation in the program following any change in these terms as published on our Website will constitute your agreement to such updated terms.
Should any conflict arise between any term of these Campaign Conditions and any other Ounass policy or terms, these Campaign Conditions will prevail with respect to the Share & Earn program as applicable. Except as expressly provided herein, nothing in these Campaign Conditions will be deemed to waive or modify any of the provisions of any other Ounass policy or terms, or any amendment or addendum thereto.
All disputes arising or in connection with this competition are subject to the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai and shall be subject to the exclusive jurisdiction of competent courts of Dubai, United Arab Emirates. For any further clarification and complaints, please write to us at [email protected].
1. Eligibility and Registration
To qualify for a VAT refund, customers must meet the following criteria:
Minimum Purchase: Items “Shipped from UAE” must total over 250 AED.
Name Format: The first and last names on the delivery address must be in English (Latin) characters, as required for verification with the Federal Tax Authority (FTA). The VAT refund option will not be shown if names are in non-Latin characters.
2. Displaying the VAT Refund Option
Eligible customers will see the VAT refund option on the Order Success and Order Details pages. To proceed, customers must log in or register.
3. Acceptance of Terms and Conditions
To register for a VAT refund, customers must accept Planet's terms and conditions and privacy policy (see links below). This is mandatory to comply with Planet and FTA requirements.
https://planetpayment.ae/merchants/terms-and-conditions/ (for terms and conditions)
https://planetpayment.ae/merchants/privacy-policy/ (for privacy policy).
4. Completing the VAT Refund Registration Form
The VAT refund registration form must be completed before the order is shipped. Certain fields (email, phone number, first name, last name) are auto-filled and cannot be edited. If the form is not completed before the order status changes to "shipped," the customer will not be eligible for a VAT refund.
5. Tax Free Transaction ID (Tag ID) Issuance and Eligibility Check
Tax Free Transaction ID (Tag ID) Definition: A unique identifier for your VAT refund registration, necessary for tracking the refund process.
Issuance: Upon successful registration, Ounass issues a Tag ID. This cannot be obtained through Planet's portal.
Eligibility Check: Customers must ensure the accuracy of the form. Incorrect information must be corrected and resubmitted. If the order is shipped or canceled before completing registration, the customer will not qualify for a VAT refund.
6. Passport Verification at Delivery
Customers must present their original passports at delivery for verification. The delivery personnel will check the following:
That the recipient is the same person who placed the order.
That the name on the order matches the passport's MRZ field (in Latin characters). If verification fails, the customer can choose to reschedule the delivery or cancel the order.
7. Claiming the VAT Refund
Tax Free shopping allows customers to reclaim a portion of the Value Added Tax (VAT) paid on eligible goods purchased in the UAE, provided these goods will be exported out of the country. You can claim your tax refund after validating your purchases at the point of exit. Upon validation, you will receive 87% of the VAT paid on your transaction, minus a surcharge of AED 4.80 per VAT refund. The exact amount refunded will be automatically calculated at the point of validation at UAE border crossings. Customers must claim their VAT refund at a Planet counter at the airport or another UAE border crossing within 90 days of purchase. The original travel document (passport or GCC ID) and purchased items must be available for inspection.If a customer leaves the UAE without claiming the refund, they can return within 90 days to complete the process.
8. Post-Order Actions: Returns, Exchanges, and Cancellations
If customers initiate returns, exchanges, or cancellations after VAT refund registration, their tax free transaction Tag I) will be canceled if the refund process has not yet been claimed. If the VAT refund has already been initiated, returns and exchanges will not be allowed.
9. Data Collection and Usage
Ounass will transmit the VAT refund registration data to Planet for eligibility checks but will not store it. It will retain only the tax free transaction Tag ID to manage cancellations by Planet's guidelines.
Data collected and transferred on behalf of Planet includes the Travel Document Number, First Name, Last Name, Date of Birth, Phone Number, Email, Nationality, and Country of Residence. To learn more about how Planet collects and uses your personal information please visit their privacy policy which can be found here [https://planetpayment.ae/merchants/privacy-policy/].
Ounass stores only the First Name, Last Name, Email, and Phone Number as part of the existing order information. It will not store all other data points. To learn more about how we collect and use your personal information please visit our privacy policy which can be found here [https://www.ounass.ae/content/privacy-policy].
10. Customer Responsibilities
Compliance: Customers must comply with Planet and FTA policies on VAT refunds. Planet and the FTA will determine eligibility; Ounass is not liable for declined VAT refunds if a VAT refund has not been given due to any failure throughout the process. Refund cancellations due to returns, exchanges, or cancellations will cancel the tax free transaction Tag ID.
Verification: Customers must be present with their original travel document (passport or GCC ID) for verification at delivery time.
11. Important Notices
Verification Failures: If verification fails due to the absence of the customer/passport or a name mismatch, the driver will reschedule the delivery or cancel it, depending on the customer's choice.
No Changes to Invoice Process: Ounass invoicing process will remain unchanged for VAT refunds.
Refund Claims: Customers must follow Planet's procedures to claim refunds. Ounass is not responsible for processing VAT refunds. All refund status inquiries should be directed to
Visit Planet's website click “Chat with us” on the homepage
Visit Planet’s website to see Terms and Conditions and Privacy Policy
Download Planet's Guide to Tax Free Shopping in the UAE by clicking here
Download the Planet Tax Free ME app by clicking here.
Planet. To contact Planet’s Customer Happiness Center and to learn more about terms and conditions and privacy policy, customers can:
By registering for a VAT refund, customers agree to these Terms and Conditions and understand the VAT refund process requirements and limitations.
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