Refund Policy

Our terms

1. These terms

 

1.1    What these terms cover.

These are the terms and conditions on which we supply products to you which are  goods.
1.2    Why you should read them.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you think that these terms require any changes, please contact us to discuss.

2. Information about us and how to contact us

 

2.1   Who we are.

We are OESIS TRADING a company registered in the Kingdom of Bahrain.
2.2   How to contact us.

You can contact us by telephoning our customer service team at +97335657995 or by writing to us at support@oesisgcc.com.
2.3   How we may contact you.

If we have to contact you, we will do so by telephone or by writing to you at the email address provided to us in your order.
2.4   “Writing” includes emails.

When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

 

3.1   How we will accept your order.

Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2   If we cannot accept your order.

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3   Your order numbers.

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4   We only sell to the Kingdom of Bahrain.

Our website is solely for the promotion of our products in the Kingdom of Bahrain. Unfortunately, we do not accept orders from or deliver to addresses outside the Kingdom of Bahrain.

4. Our products

 

4.1   Products may vary slightly from their pictures.

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that a device’s display of the colors accurately reflects the color of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions, and measurements are indicated on our website.
4.2   Product packaging may vary.

The packaging of the product may vary from that shown in images on our website.
4.3   Making sure your measurements are accurate.

If we are making the product to measurements, you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.

5. Your rights to make changes

 

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause ‎8- Your rights to end the contract).

6.  Our rights to make changes

 

6.1  Minor changes to the products.

We may change the product to reflect changes in relevant laws and regulatory requirements.
6.2   More significant changes to the products and these terms.

In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7. Providing the products

 

7.1   Delivery costs.

The costs of delivery will be as displayed to you on our website.

7.2   When we will provide the products.

During the order process, we will let you know when we will provide the products to you. We will deliver them to you as soon as reasonably possible and in any event after the day on which we accept your order.

7.3   We are not responsible for delays outside our control.

If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4   Collection by you.

If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 11 am to 5 pm on weekdays (excluding public holidays).

7.5   If you are not at home when the product is delivered.

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

7.6   If you do not re-arrange delivery.

If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause ‎2 will apply.

7.7   Your legal rights if we deliver goods late.

You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods, then you may treat the contract as at an end straight away if any of the following apply:

(a)  we have refused to deliver the goods

(b)  provided you told us before we accepted your order that delivery within the delivery deadline was essential.

7.8   Setting a new deadline for delivery.

If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause ‎7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.9   Ending the contract for late delivery.

If you do choose to treat the contract as at an end for late delivery under clause ‎7 or clause ‎7.8, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that, we will refund any sums you have paid to us for the canceled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on +97335657995 or email us at support@oesisgcc.com  for a return label or to arrange collection.

7.10   When you become responsible for the goods.

A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organized by you collect it from us.

7.11   When you own goods.

You own a product which is goods once we have received payment in full.

7.12   What will happen if you do not give the required information to us.

We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause ‎2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.

7.13   Reasons we may suspend the supply of products to you.

We may have to suspend the supply of a product to:

(a)  deal with technical problems or make minor technical changes;

(b)  update the product to reflect changes in relevant laws and regulatory requirements;

(c)  make changes to the product as requested by you or notified by us to you (see clause ‎6).

7.14   Your rights if we suspend the supply of products.

We will contact you in advance to tell you we will be suspending the supply of the product unless the problem is urgent or an emergency. If we have to suspend the product for longer than 30 days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.15   We may also suspend the supply of the products if you do not pay.

If you do not pay us for the products when you are supposed to (see clause ‎3) and you still do not make payment within 30 days of us reminding you that payment is due, we may suspend the supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending the supply of the products. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause ‎12.4).

8. Your rights to end the contract

 

8.1   You can always end your contract with us.

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract:

(a)  If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back),

see 11

(b)  If you want to end the contract because of something we have done or have told you we are going to do, see clause ‎2;

(c)  In all other cases (if we are not at fault and there is no right to change your mind).

8.2   Ending the contract because of something we have done or are going to do.

If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

(a)  we have told you about an upcoming change to the product or these terms which you do not agree to (see clause ‎2);

(b)  we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(c)  there is a risk that the supply of the products may be significantly delayed because of events outside our control;

(d)  we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

(e)  you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause ‎7).

 

  • Exercising your right to change your mind (Consumer Contracts Law No. 35 of 2012). For most products bought online you have no legal right to change your mind and the goods can be replacement of the goods, subject to the contract, or recovery thereof with the return of its price without any additional cost where the goods have a defect or if it does not conform to the legally approved specifications or to the purpose for which the contract has been entered into.

 

 

8.3    Ending the contract where we are not at fault and there is no right to change your mind.

Even if we are not at fault and you do not have a right to change your mind (see clause ‎1), you cannot end the contract. A contract for goods is completed when the product is delivered and paid for. If you want to end the contract in these circumstances, we will not refund any advance payment you have made for products which will not be provided to you.

9.   How to end the contract with us (including if you have changed your mind)

 

9.1    Tell us you want to end the contract.

To end the contract with us, please let us know by doing one of the following:

(a)  Phone or email. Call customer services or email us at

support@oesisgcc.com

Please provide your name, home address, details of the order, and, where available, your phone number and email address.

(b)  Online. Complete the [form INSERT LINK TO ONLINE FORM] on our website.

(c)  By post. Print off the [form INSERT LINK TO PRINTABLE FORM] and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

9.2  Returning products after ending the contract.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on +97335657995 or email us at support@oesisgcc.com for a return label or to arrange collection.

9.3  When we will pay the costs of return.

We will pay the costs of return:

(a)  if the products are faulty or misdescribed;

(b)  if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong;

(c)  In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

9.4   What we charge for collection.

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery.

9.5   How we will refund you.

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.6   Deductions from refunds

(a)  We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b)  The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.7   When your refund will be made.

We will make any refunds due to you as soon as possible.

(a)  If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.

10.  Our rights to end the contract

 

10.1   We may end the contract if you break it.

We may end the contract for a product at any time by writing to you if

(a)  you do not make any payment to us when it is due;

(b)  you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

(c)  you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;

10.2   You must compensate us if you break the contract.

If we end the contract in the situations set out in clause ‎1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you as compensation for the net costs of the goods, service fee, and delivery fee incurred as a result of your breaking the contract.

10.3  We may withdraw the product.

We may write to you to let you know that we are going to stop providing the product. We will let you know at least 30 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products that will not be provided.

11.  If there is a problem with the product

 

11.1   How to tell us about problems.

If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +97335657995 or write to us at support@oesisgcc.com

11.2    Your legal rights. We are under a legal duty to supply products that are in conformity with this contract.

11.3   Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on +97335657995 or email us at support@oesisgcc.com for a return label or to arrange collection.

12.  Price and payment

 

12.1   Where to find the price for the product.

The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 2 for what happens if we discover an error in the price of the product you order.

12.2   What happens if we got the price wrong.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognized by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

12.3   When you must pay and how you must pay.

We accept payment with
CREDIT AND DEBIT CARDS .For goods, you must pay for the products before we dispatch them by any of the payment gateway as mentioned above.

We can charge interest if you pay late.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of [ ]% a year above the base lending rate of BANK from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

13.  How we may use your personal information.

We will only use your personal information as set out in our
LINK TO PRIVACY POLICY.

14.  Other important terms

 

14.1  Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by Bahrain law and you can bring legal proceedings in respect of the products in the Bahraini courts.

14.2   Alternative dispute resolution.

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint via the website at
https://oesisgcc.com/. You will not charge you for making a complaint and if you are not satisfied with the outcome, you can still bring legal proceedings.

Model Cancellation Form :

 

(Complete and return this form only if you wish to withdraw from the contract)

To : [TRADER’S NAME, ADDRESS, TELEPHONE NUMBER AND, WHERE AVAILABLE, FAX NUMBER AND E-MAIL ADDRESS TO BE INSERTED BY THE TRADER]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*]