Terms & Conditions-Tuffy Town General Trading
Effective Date: 8 September 2025
These Terms & Conditions (“Terms”) govern your access to and use of the website, mobile
application, and online services of Tuffy Town General Trading (hereinafter referred to as the
“Store”, “we”, “us”, or “our”). By visiting, browsing, registering an account, placing an order, or
otherwise using the Store, you acknowledge that you have read, understood, and agree to be bound
by these Terms together with our Privacy Policy, Returns Policy, Cookie Policy, and any other
policies expressly referenced herein. If you do not agree to these Terms, you must not use the
Store.
Important legal note: This document is drafted with reference to principal UAE federal laws and
regulations relevant to e-commerce and consumer protection, including, but not limited to: the UAE
Consumer Protection Law, the Trading by Modern Technological Means law, the UAE Personal
Data Protection Law, VAT legislation, and Electronic Transactions laws. This template is provided
for general guidance and should NOT be treated as a substitute for legal advice. You should consult
a UAE-licensed lawyer to tailor these Terms to your specific business model, Emirate, licences, and
regulatory circumstances.
1. Definitions
For the purposes of these Terms, the following definitions apply (capitalised terms have the
meanings given):
• “Consumer” / “you”: any natural person or legal entity that purchases, receives, or uses Goods
and/or Services through the Store.
• “Goods”: tangible products offered for sale through the Store.
• “Services”: non-tangible products or services, including digital downloads, subscriptions,
installation services, and related support.
• “Order”: a customer’s offer to purchase Goods or Services through the Store, subject to these
Terms.
2. Scope and Applicability
These Terms apply to all visitors, users, Customers, and Consumers who access, browse, register,
or transact on the Store. They govern the purchase and sale
of Goods and Services through the Store and apply regardless of whether purchases are made by
consumers or commercial buyers. Any additional or different terms proposed by
you (including purchase orders) are not binding on the Store unless accepted in writing by an
authorised representative of the Store.
3. Contract Formation, Electronic Records & Signature
3.1 Orders placed via the Store constitute an offer to purchase. We will confirm receipt of your order
by sending an Order Confirmation email. A binding contract between you and the Store is formed
when we send a Dispatch/Shipment Confirmation or other express acceptance of your Order.
3.2 Electronic records, electronic signatures, and electronic communications are recognised and
admissible as evidence under UAE law. Emails, order confirmations, and payment records
constitute binding contractual records between you and the Store.
3.3 We reserve the right to accept, decline, or cancel Orders in whole or in part for reasons
including, but not limited to, stock unavailability,
pricing or typographical errors, suspected fraud or unlawful activity, order quantity limits, or failure to
obtain authorisation for payment.
4. Product Information, Descriptions & Images
4.1 Accuracy: We endeavour to present accurate product descriptions, specifications, technical
parameters, pricing and availability. However, minor errors and omissions may occur.
4.2 Product Images & AI-Enhancement: Product images displayed on the Store may comprise one
or more of the following:
• Original manufacturer or supplier images.
• Store-created photography and graphical assets.
• Images which have been edited, enhanced or processed using professional editing tools or
generative/assistive AI technologies to improve clarity, lighting, and presentation.
4.3 Visual Variations: Due to device display settings, image editing, lighting, batch variations and
manufacturer updates to packaging or labelling, the actual product delivered may vary slightly in
colour, texture, packaging design, labelling, or other non-material attributes. Such minor variations
are not, by themselves, evidence of misdescription where the product remains substantially
consistent with the stated description and core features.
4.4 Device & Perception Differences: Differences in colour perception and appearance resulting
from your screen settings (resolution, brightness, colour profile) are outside our control and do not
constitute grounds for non-conformity claims unless the product is materially different from its
description.
4.5 Material Non-Conformity: If a product is materially different from that described (wrong product,
missing features/components, damaged, unsafe or defective), you retain the statutory rights and
remedies under UAE law (including repair, replacement or refund as applicable). You should contact
Customer Support immediately and follow the returns procedure.
4.6 Limitation of Liability for Images: To the fullest extent permitted by applicable law, the Store is
not liable for perceived or minor differences arising from image enhancement, manufacturer-led
packaging changes, or device display variances, provided the finished product complies materially
with its description.
5. Pricing, Taxes & VAT
5.1 Displayed Prices: Prices displayed on the Store are shown in the currency indicated and may
include VAT where explicitly stated. Unless otherwise stated, prices do not include customs duties,
import VAT or other charges payable when goods are imported into the destination country.
5.2 VAT & Invoices: Where applicable, VAT will be charged at the statutory rate and a VAT invoice
containing the Store’s Tax Registration Number (TRN) will be provided upon request.
5.3 Price Errors & Correction: The Store reserves the right to correct pricing errors. If an Order has
been placed at an incorrect price, we will contact you to either confirm your intention to proceed at
the corrected price or cancel the Order and refund any payment taken.
5.4 Additional Charges: Payment processing fees, currency conversion fees levied by your bank,
customs duties and other import charges, where applicable, are your responsibility unless otherwise
stated.
6. Orders, Payment Methods & Security
6.1 Accepted Payments: The Store accepts the payment methods listed at checkout. Payment will
be processed by third-party payment gateways and is subject to their terms and conditions.
6.2 Authorisation: By submitting payment details you authorise us to charge the selected payment
method for the total amount (including taxes, delivery fees and any other applicable charges).
6.3 Cardholder Warranties: You warrant that you are authorised to use the payment method
provided and that all billing information is correct. The Store will take reasonable commercially
available steps to protect cardholder data, but is not responsible for unauthorised card use that is
outside our control.
6.4 Fraud Prevention: We may take reasonable measures to verify identity and address details, and
to detect or prevent fraudulent transactions. Orders suspected of fraud may be cancelled or held
pending verification.
7. Delivery, Title & Risk
7.1 Delivery Estimates: Delivery times quoted on the Store are estimates and not guaranteed.
Times may vary due to stock availability, courier performance, customs clearance or force majeure
events.
7.2 Transfer of Risk & Title: Unless expressly agreed otherwise, risk in the Goods transfers to you
upon delivery to the address you provided or upon collection. Legal title to the Goods shall remain
with the Store until the Store has received full payment for the Goods.
7.3 Missing or Damaged Shipments: You must inspect goods on delivery and notify the courier and
the Store of any visible damage, missing items, or incorrect shipments. Photographic evidence may
be requested for claims handling.
7.4 International Shipments: For cross-border orders, customs clearance, import taxes and duties
may apply. The recipient is responsible for complying with local laws and paying applicable import
charges.
8. Cancellation, Returns, Refunds & Exchanges
8.1 Statutory Rights: Consumers retain all statutory rights under UAE consumer protection laws
(including rights to remedies for defective, unsafe, or misdescribed goods). These statutory rights
cannot be excluded by these Terms.
8.2 Our Returns Policy (standard business policy example): Unless otherwise stated for a specific
product, our standard returns approach is:
• Returns for Defective/Damaged/Wrong Items: Notify us within 14 calendar days of delivery and
follow the Store’s return authorisation process. We may require photographs or inspection prior to
issuing a returns label or acceptance.
• Voluntary Returns: Where permitted by the Store’s policy, you may return certain
non-perishable, non-customised items within the stated window (for example, 14 calendar days)
subject to the item being unused, in original condition and with original packaging. Return
shipping costs for voluntary returns are typically borne by the Customer unless otherwise stated.
• Non-returnable Items: Perishable goods, personal hygiene items removed from sealed
packaging, customised or personalised products, and sealed digital content once delivered
(unless defective) are non-returnable except where required by law.
8.3 Refunds: Refunds will be issued to the original payment method within a reasonable time after
inspection and acceptance of the returned item. We may withhold refunds until we receive and
inspect the returned goods.
8.4 Faulty Goods: If an item is faulty or not as described, you may be entitled to a repair,
replacement, or refund in accordance with UAE law. The Store will assist in processing
manufacturer warranties where applicable.
8.5 Return Shipping Costs: If the return arises from the Store’s error (damaged/wrong/defective
item), the Store will cover reasonable return shipping costs. For voluntary returns, return shipping is
typically the responsibility of the Customer.
9. Warranty, Product Safety & Liability
9.1 Manufacturer Warranties: Where a manufacturer or supplier provides a warranty, the Store will
provide details of the warranty terms and assist with any related claims.
9.2 Store Warranty: If the Store provides its own warranty, the specific warranty terms will be
presented with the product information and in the Returns Policy.
9.3 Limitation of Liability: To the maximum extent permitted under applicable law, and except for
liabilities that cannot be excluded by law (including for death or personal injury caused by
negligence, fraud or fraudulent misrepresentation), the Store’s aggregate liability in respect of any
claim arising out of or in connection with these Terms shall be limited to the purchase price paid for
the Goods or Services giving rise to the claim.
9.4 Excluded Losses: The Store is not liable for indirect, special, consequential or incidental losses
such as lost profits, loss of business opportunity, or loss of goodwill, unless expressly required by
applicable law.
9.5 Product Liability & Safety: The Store shall not sell products that it knows to be unsafe or that fail
to comply with applicable safety or labelling requirements. Where a product is found unsafe, the
Store will work with suppliers, manufacturers and authorities to recall or remediate the product as
required by law.
10. Intellectual Property & Use of Content
10.1 Ownership: All content on the Store — including text, images (including AI-enhanced images),
logos, graphics, trade names, domain names, trademarks and software — is owned by the Store, its
licensors, or used with permission. All rights are reserved.
10.2 Restrictions: You may not copy, reproduce, republish, upload, post, transmit, distribute, adapt
or exploit Store content without prior written consent from the Store or the relevant rights holder.
10.3 User Content Licence: By submitting reviews, comments, images or other content to the Store,
you grant the Store a non-exclusive, transferable, sublicensable, worldwide, royalty-free licence to
use, reproduce, publish, distribute and display such content in connection with operating and
promoting the Store.
11. User Accounts, Security & Conduct
11.1 Account Security: You are responsible for maintaining the confidentiality of your account
credentials and for all activity that occurs under your account. If you suspect unauthorised access
you must notify the Store immediately.
11.2 Acceptable Use: You agree not to use the Store for unlawful, fraudulent or abusive purposes.
Prohibited uses include impersonation, abuse, uploading illegal content, infringing third-party rights,
and interfering with the Store’s operation.
11.3 Suspension & Termination: The Store may suspend or terminate accounts for violations of
these Terms, suspected fraud, or unlawful activity. On termination the Store may retain certain data
as required by law for tax, accounting or anti-fraud purposes.
12. Privacy & Personal Data
12.1 Data Processing: The Store collects and processes personal data for purposes including order
fulfilment, customer service, marketing (with consent), delivery, fraud prevention, and legal
compliance.
12.2 Applicable Law: Personal data processing is conducted in accordance with the UAE Personal
Data Protection Law (Federal Decree-Law No. 45 of 2021) and related regulations. You have rights
to access, correct, delete, restrict or object to processing as permitted under applicable law.
12.3 Third-Party Processors: The Store uses third-party services (payment processors, couriers,
analytics providers) which may process personal data on the Store’s behalf. The Store will carry out
due diligence and require appropriate safeguards with such processors.
12.4 Data Security: The Store implements reasonable technical and organisational measures to
protect personal data against unauthorised access, loss or destruction. However, no online
transmission or storage system is completely secure and the Store cannot guarantee absolute
security.
12.5 Privacy Policy: The Store’s comprehensive Privacy Policy details the types of personal data
collected, retention periods, lawful bases for processing, and how you can exercise your rights. The
Privacy Policy forms part of these Terms.
13. Marketing Communications & Consent
13.1 Consent: By providing contact details you consent to receive transactional communications
regarding your orders and — where you have opted in — promotional communications. You may
withdraw marketing consent at any time via account settings, unsubscribe links or by contacting
Customer Support.
13.2 Targeted Marketing & Profiling: The Store may use aggregated or pseudonymised data for
analytics, segmentation and to deliver targeted marketing. Any profiling will comply with applicable
data protection laws.
14. Promotions, Discounts, Vouchers & Gift Cards
14.1 Promotional Terms: Promotions, discount codes, vouchers and gift cards are subject to specific
terms which will be made available in connection with each offer and shall supplement these Terms.
14.2 Abuse & Error: The Store reserves the right to void or cancel promotions in the event of
misuse, suspected fraud, system error, or manifest mistakes in pricing or applicable terms.
14.3 Non-Transferable Offers: Promotional discounts and vouchers are ordinarily subject to
one-time use per customer unless specifically stated otherwise.
15. Compliance, Prohibited Items & Import/Export
15.1 Legal Compliance: The Store complies with applicable UAE laws and regulations regarding the
sale, import, labelling, and safety of consumer goods.
15.2 Prohibited/Restricted Products: Certain goods are restricted or prohibited in the UAE and some
international jurisdictions (for example, certain medicines, controlled substances, alcoholic
beverages, certain cosmetics or electrical appliances without local certification). The Store will not
list items it knows to be prohibited. If an order contains prohibited items for the destination, the Store
may cancel the Order and refund you.
15.3 Import/Export Controls: Customers are responsible for ensuring they can legally import
products into their country and are responsible for customs duties, taxes and any permits required.
16. Changes to Terms, Notices & Communications
16.1 Updates to Terms: The Store may amend these Terms from time to time for legal, regulatory or
business reasons. Material changes will be notified to registered customers by email or by
prominent notice on the Store.
16.2 Acceptance of Updated Terms: Your continued use of the Store after any revised Terms come
into force constitutes acceptance of the updated Terms.
16.3 Notices: Official notices to Customers will be sent to the email address or other contact details
provided. It is your responsibility to ensure contact details are up to date.
17. Suspension, Termination & Account Deletion
17.1 Suspension: The Store may temporarily suspend access to the Store in order to carry out
maintenance, upgrades, or for security reasons.
17.2 Termination for Breach: The Store may terminate or restrict access for breach of these Terms,
illegal activity, or where continued use would expose the Store to legal liability.
17.3 Post-Termination: On termination, certain rights (e.g., licences granted to the Store in relation
to User Content) survive. The Store may retain certain records for legal or regulatory obligations.
18. Governing Law, Jurisdiction & Dispute Resolution
18.1 Governing Law: These Terms are governed by and shall be construed in accordance with the
laws of the United Arab Emirates.
18.2 Jurisdiction: Unless otherwise agreed in writing, disputes arising under or in connection with
these Terms shall fall within the exclusive jurisdiction of the competent courts of the Emirate in
which the Store is established (for Store established in Dubai, ordinarily Dubai Courts).
18.3 Arbitration: Subject to agreement by both parties, disputes may be referred to arbitration under
established rules (for example ICC, LCIA or DIFC-LCIA rules) and the seat of arbitration may be
agreed by the parties.
18.4 Consumer Rights: Nothing in this clause is intended to limit consumer rights under UAE law or
any mandatory consumer protection provisions.
19. Indemnity
You agree to indemnify, defend and hold harmless the Store and its officers, employees and
affiliates from and against all liabilities, losses, damages, costs and expenses (including reasonable
legal fees) arising from: (a) your breach of these Terms; (b) your negligent, wilful or unlawful acts or
omissions; (c) your violation of third-party rights; or (d) claims related to User Content you submit to
the Store.
20. Force Majeure
The Store shall not be liable for failure or delay in performing its obligations under these Terms to
the extent that such failure or delay is caused by circumstances beyond its reasonable control,
including but not limited to natural disasters, pandemics, governmental actions, labour disputes,
cyber incidents, or interruptions to courier/transport networks. In such events, the Store will make
reasonable efforts to notify affected customers and to provide alternative remedies where feasible.
21. Security Measures & Fraud Prevention
21.1 Security: The Store employs commercially reasonable measures to protect systems, customer
data, and transaction integrity.
21.2 Fraud Response: The Store may take actions to detect, prevent and limit fraudulent activity,
which may include delaying fulfilment, cancelling suspicious orders, requesting additional
verification, or notifying payment providers and law enforcement as required.
21.3 Cooperation: You agree to cooperate with the Store regarding fraud investigations or other
security incidents and to provide requested information promptly.
22. Contact Details & Registered Information
Tuffy Town General Trading
Registered address: [Insert Registered UAE / Free Zone / Mainland Address]
VAT TRN: [Insert TRN if registered]
Customer Support: support@tuffytown.com (replace with actual email)
Phone: +971 X XXX XXXX (replace with actual phone)
For privacy/data requests: privacy@tuffytown.com (replace as appropriate)
23. How to Customise this Template & Final Recommendations
23.1 Customisation Checklist: Before publishing these Terms, ensure you:
• Insert your full legal trading name and any trade names used for the Store.
• Insert the correct registered address and trading license details, and state whether the Store
operates in mainland UAE or a specific Free Zone.
• Insert VAT TRN if the Store is VAT-registered.
• Confirm your chosen returns window, and clearly identify non-returnable product categories.
• Confirm whether you prefer UAE courts or a specific arbitration regime for disputes, and reflect
that choice consistently.
• Ensure your Privacy Policy references the UAE PDPL and lists third-party processors (payment
gateways, couriers, analytics providers).
23.2 Final Recommendation: The legal framework for e-commerce and data protection in the UAE is
evolving. We strongly recommend you obtain bespoke legal advice from a UAE-licensed attorney to
ensure these Terms are fully compliant with the specific regulations applicable to your establishment
location (e.g., Dubai-specific licensing or free zone rules), your product categories, and your delivery
territories.
24. Transparency Statement on Product Images
We expressly declare that product visuals on our Store may be a combination of original
manufacturer assets and Store-enhanced visuals, including AI-assisted enhancements for
presentation purposes. These images are intended solely for illustrative purposes; slight differences
in colour, packaging, labelling, or minor product details may occur between images and delivered
goods. Where a product is materially misdescribed or defective, you retain all statutory remedies
under UAE law.
25. Revision History
Effective Date: 8 September 2025 — Initial publication.
Future revisions will be recorded with date of effect in this section