Delivery & Collection Policy
- We deliver our products to selected areas of UAE and the delivery is done within the next 24-36 hours.
- All the orders placed before 3 PM will be delivered the next day and the orders placed after 3 PM will be delivered the day after.
- Any orders placed on a Saturday will be delivered on Monday. Subsequently, any orders placed on the day before a public holiday will be delivered on the day after the holiday.
- A delivery charge of AED 10.00 will be applied on orders worth under AED 150 and all orders worth AED 150 and above are delivered free of charge.
- Collection of orders placed via Spiremart.com is available from selected branches.
- We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our services to individual customers’ addresses if you are repeatedly unavailable to take delivery of your order at your chosen slot time or in other exceptional circumstances.
- Deliveries and collection times may vary by branch. The full list of available delivery and collection time slots will be shown at the time of placing your order.
- Product delivery must be signed off at the delivery address, by you or by your nominated representative. Products can be left unattended, for example in a garage or at the door, if specified while placing the order.
- If you have not contacted us to rearrange a failed delivery or collection within 24 hours, your order will be cancelled and the amount (excluding the cost of perishable items and any other associated charges) will be refunded to you.
Refund, Return & Exchange Policy
- We take customer satisfaction very seriously here at Spiremart.com.
- In case of any issues that arise with your order, please send an email to hello@spiremart.com within 24 hours of delivery describing the issue along with the order number and our customer care team will get back to you as promptly as possible.
- Additionally, you can call us during business hours at 04 2026584 or +971508905549 regarding your queries or complaints.
- In relevant cases, if you have already been billed by Spiremart.com, we will issue you a full or partial refund depending on the case particulars.
- In case you did not receive your order or received an incorrect order you may be issued a full refund.
- If a part of your order is missing you may be issued a partial refund.
- Refunds will be managed through the original mode of payment.
- Refund or exchange, if applicable, is permitted within 7 days of purchase.
- Products are to be returned in saleable condition & maintained in proper storage conditions, along with the original receipt.
- Products purchased using a free voucher/offer/promotion cannot be returned or replaced.
- Exchange/returns of fresh, chilled & frozen products are not accepted due to quality, hygiene & safety guidelines.
- Refund procedures may take up to two working days to process. The customer may have to follow up with their bank in case of any delay in crediting the relevant amount back to their account. We will send the customer an email with a printout of the refund advice printed from the relevant debit/credit card bank payment gateway as a reference.
- You shall not be entitled to refund or exchange if:
- you change your mind about the product
- the product is free from any defects
- the product is available elsewhere at a lower price
Mode of Payment
- We accept online payments via Visa & Mastercard and cash on delivery is also available. Payments are accepted in AED only.
- Please read the following terms carefully before using debit/credit cards for payment.
- The card must belong to the customer; otherwise, the customer must attain legal consent from the card owner to carry out transactions.
- Card details and personal information are NOT stored and will NOT be sold, shared, rented or leased to third parties.
- Customers using debit/credit cards are requested to be available on their respective contact numbers.
- The customer is fully liable for placing an order via debit/credit card succeeding the reading of the terms and conditions.
General Pricing Policy
- Prices quoted are always estimated for a variety of reasons listed below, but you will always be charged the price on the day of placing your order in accordance with our e-commerce pricing policy.
- Prices and the availability of special offers may vary for future dated deliveries and collections.
- Where an item is unavailable and you have indicated that you will accept substitutions, an alternative will be supplied that may affect the price that you pay. If we substitute an item with a more expensive one, you’ll only pay the price of the item you received. Upon delivery or collection, you will be made aware of unavailable items and their substitutes. You have the right to reject any substitutes offered and we will refund the amount that you have been charged for that product.
- The prices stated on the site are inclusive of any VAT payable.