Terms & Conditions

1. Agreement between you and Emirates

Thank you for visiting emiratesred.com (the "Website"). Please read these terms and conditions carefully before you start to use the Website. By accessing and using this Website, you indicate that you accept (unconditionally and irrevocably) these terms and conditions (the "Agreement"). If you do not agree to these terms and conditions, please refrain from using our Website and exit immediately.

By using the Website and ordering Products, you represent and warrant to us that you:

• 1.1.

  18 years or older;

• 1.2.

  possess the legal right, capacity and ability, to enter into this Agreement and to use this Website in accordance with all terms and conditions herein; and

• 1.3.

  will be responsible for all payments due to us for bookings made by you or another person using your login information.

Please also make sure that you have read and accept our Privacy Policy.

Please note that the purchase of products on board may be subject to different terms and conditions.

2. Who we are

The Website is owned and operated by Emirates, whose principal office is at Emirates Group Headquarters Building, PO Box 686, Dubai, United Arab Emirates. Emirates is a Dubai corporation established by Decree No.2 of 1985 (as amended). of the Government of Dubai (“Us”, “We” or “Emirates”).

3. How to contact us:

You can contact us by telephoning our customer service team at +971 600555555 (charges may apply) or by writing to us at emiratesred@emiratesred.com or EmiratesRED, P.O. Box 686, Dubai, United Arab Emirates

4. Modification of terms

• 4.1.

  We may change these terms and conditions at any time without advance notice.

• 4.2.

  Changed terms will become effective once posted on the Website, and will not have any retrospective effect on existing contractual arrangements made through this Website.

• 4.3.

  Your continued use of this Website after any change means you have accepted the changed terms and conditions.

5. Entire agreement

This Agreement and any other legal notices, policies and guidelines of Emirates linked to these terms and conditions constitute the entire agreement between you and us relating to your use of this Website and supersede any prior understandings or agreements (whether oral or written), claims, representations, and understandings of the parties regarding such subject matter and the terms and conditions may not be amended or modified except by making such amendments or modifications available on this Website.

6. The service

• 6.1.

  Your use of the Website, your purchase of any Products and this retail pre-purchase service are subject to the terms and conditions set out below. Please read them carefully and ensure that you understand them correctly.

• 6.2.

  If there is any provision in these terms and conditions that you do not understand, it is your responsibility to ask us to explain it to you before you accept the terms and conditions or continue using online services.

• 6.3.

  Nothing in these terms and conditions are intended or must be understood to unlawfully restrict, limit or avoid any right or obligation, as the case may be, created for either you or us in terms of applicable consumer protection legislation in force from time to time.

7. Pre-purchasing from the Website

• 7.1.

  To initiate a pre-purchase request for a product on the Website you must place an order at our website www.emiratesred.com. For the purposes of these terms, a request is an offer to purchase initiated by you which, if accepted by us, becomes a legally binding agreement between you and us.

• 7.2.

  You can place an order for inflight delivery (as set out in clause 8 below) from twenty one (21) days up to forty (40) hours prior to departure of your flight.

• 7.3.

  No request shall be deemed to be accepted by us unless and until it is confirmed in writing by us and payment has been effected in full, with cleared funds having been received by us in terms of your preferred method of payment. We reserve the right to decline or reject any request at its sole and exclusive discretion.

• 7.4.

  You are responsible for accurately specifying the terms of your request. If, due to any variation in price of the products, the price of the product is materially different from that set out in your request, we will contact you for clarity prior to processing your order in accordance with these terms.

• 7.5.

  Online requests may be limited to a maximum number of items per product or limited to a maximum number of products per purchase request. All products are sold for personal use only and not for resale.

• 7.6.

  Products are available for pre-purchase and delivery on selected participating flights only. We reserve the right to add or remove participating flights at any time.

8. Inflight delivery

• 8.1.

  You represent and warrant to us that you will personally receive the products that you purchase through the Website (the “Products”) on the agreed flight.

• 8.2.

  You acknowledge that in order to deliver the Products to you, you will be required to validate your identity via a photo identification document (e.g. your passport) against the name of credit card holder who made payment for the order.

• 8.3.

  You acknowledge that exceptional circumstances such as flight disruption, aircraft rotation, flight route legal restrictions, and operational requirements may impact the availability of purchased items on board your flight. In such cases, we may contact you to cancel and refund orders affected by these exceptional circumstances.

• 8.4.

  Delivery of the Products will take place when you acknowledge receipt of the Products by signing the order confirmation which will be handed to you by the cabin crew.

9. Product availability and descriptions

• 9.1.

  We take great care in ensuring that all product information and pricing in respect of products and items featured on the Website are accurate. However, our products are continually updated and the images, specifications and prices are subject to change. The representation of colours online may vary from the actual product colours available. Products shown may not be to scale and we are unable to guarantee their size, dimensions or suitability. Products are propped for size and to show their usage. Unless explicitly specified, advertising props are not included with the purchase of the product

• 9.2.

  All products sold on the Website are subject to availability. In the event that your chosen Products or items are not available, we will cancel your request and notify you accordingly. If we have already processed your payment, we will refund you in full to the same method of payment initially used.

• 9.3.

  If all or part of your Products purchased through the Website are not delivered or your order is incomplete then please contact us at emiratesred@emiratesred.com.

• 9.4.

  Pre-purchased Products cannot be refunded, replaced or exchanged on board a flight and must be returned in accordance with the Returns Policy as set out in clause 13.2 below.

10. Errors and omissions

• 10.1.

  We make every effort to ensure that our pricing and product descriptions on this Website are accurate. Any typographical, clerical or other error or omission on the Website shall be subject to correction without any liability on our part.

11. Pricing information

• 11.1.

  The price of the products will be the price set out on the Website (or such price as otherwise notified to you in accordance with these terms).

• 11.2.

  We take all reasonable care to ensure that the prices on the Website are correct, however errors can occur.

• 11.3.

  We reserve the right to change the prices displayed on Website at any time.

• 11.4.

  Prices for products on the Website are shown in US Dollars.

• 11.5.

  Card payments will appear on your payment card statement as “EmiratesRED”. Transactions will be effected in US Dollars and may be converted by your card issuer to your home currency. We have no control over and assume no responsibility for the rate of exchange used by your card provider, nor over any transaction fee which may be applied by the card provider.

12. Payment

• 12.1.

  We accept most major credit and debit cards on the Website.

• 12.2.

  By using a credit or debit card, you agree that you are authorised to do so, and that the card or account holder name provided during the pre-purchase process is correct. In extenuating circumstances related to fraud prevention, we reserve the right to verify the card used to pay for a booking made online by requiring the card to be presented at check in.

• 12.3.

  By presenting us with a payment card or details thereof, you confirm and warrant that:

• 12.3.1.

  your use of the card to pay for the Products specified in the pre-purchase request is duly authorised; and

• 12.3.2.

  that you authorise us to take payment of the full price of the Products.

• 12.4.

  We may confirm any such transactions with you by telephone or by email prior to processing your payment.

13. Cancellations, returns and refunds

13.1. Cancellations

• 13.1.1.

  You may request to cancel your order at any time before we have initiated the order preparation process for your Products, provided always that you must first contact us at emiratesred@emiratesred.com to request the cancellation. The order preparation process will usually commence 40 hours prior to departure of your flight.

• 13.1.2.

  We will endeavour to accommodate your cancellation requests where your order has not yet been prepared. If your order has already been prepared, you may still return the Products in accordance with clause 13.2 and clause 13.3 below.

• 13.1.3.

  We reserve the right to cancel your order without liability if:

• (a)

  a Product has been mispriced on our Website;

• (b)

  a Product is no longer available; or

• (c)

  the sale of such Product to you would breach any law or regulation or would result in any sanction on us.

• 13.1.4.

  In the event that your order is cancelled, we will notify you in writing of such cancellation.

• 13.1.5.

  We shall be entitled to cancel your order whether or not the Products have been dispatched or are in transit and whether payment has been charged to you.

13.2. Returns

13.2.1. Unwanted products

• 13.2.1.1.

  You have the right to return unwanted Products within fourteen (14) days of their delivery to you (as set out in clause 8.4), provided that you notify us of your intention to do so within that time. Unwanted products are eligible for return only if they are unused, undamaged, with all their original labels and tags completely intact, in their original and complete packaging. Notification of your intention to cancel should be made to us in a clear statement in writing to emiratesred@emiratesred.com. If a refund is sought and meets the above criteria for return - EmiratesRED will advise where the unwanted products should be sent, properly packaged, and insured. Costs associated with the shipping and insurance of the return of the unwanted product will solely lie with the customer.

• 13.2.1.2.

  Products that have been personalised or customised to your order; which deteriorate or perish rapidly or which were sealed for hygiene purposes (including items of skincare, jewellery and earrings) are only eligible for returns only at our sole discretion.

13.2.2. Defective products

• 13.2.2.1.

  Subject to clause 13.3, if the supplied Products are defective or are not as described, we will offer you the choice between a full refund, repair or replacement provided you notify us within thirty (30) days of delivery of the Products as set out in clause 8.4 above.

• 13.2.2.2.

  Nothing in this clause 13.2.2 is intended to exclude your statutory rights in the event that the Products are defective or not as described.

• 13.2.3.

  We will not entertain any returns or requests for refunds which do not comply with the above conditions. We reserve the right to refuse any claims for a refund, repair or replacement if:

• 13.2.3.1.

  The claim does not meet any of the conditions, or falls within any of the exclusions, under this clause 13; or

• 13.2.3.2.

  The defect in the Product is the result of:

• (i)

  ordinary wear and tear, wilful damage or negligence;

• (ii)

  your improper use or mismanagement;

• (iii)

  operation of the Products other than in accordance with the operating manual or instructions;

• (iv)

  use of the Products in a manner not reasonably contemplated by the Seller;

• (v)

  modification of the Products not authorised by us;

• (vi)

  (vi) subjection of the Products to unusual or non-recommended physical, environmental or electrical stress; or

• (vii)

  your failure to comply with any part of this Agreement.

13.3. For cancellations and returns

• 13.3.1.

  For returns and/or cancellations under clauses 13.1 and 13.2 above, we must receive the Products back from you:

• (a)

  within fourteen (14) days of your notification;

• (b)

  with the original receipt or delivery note;

• (c)

  with a covering letter (specifying your order number, order date, delivery address, contact details, details of the defect (if any) and whether you require a refund/exchange/repair as may be applicable); and

• (d)

  in an unused condition with the original product packaging intact.

• 13.3.2.

  We are not liable for returned Products that are lost or damaged in transit. Proof of postage does not constitute proof of receipt by or delivery to us. You are obliged to take reasonable care to ensure that the Products returned are not damaged in transit, and if appropriate, arrange suitable shipping insurance

• 13.3.3.

  We will, within fourteen (14) days of the Products being received by us, refund to the same method of payment initially used:

• (a)

  the total amount you paid for the Products in the event that we have agreed to refund you; and/or

• (b)

  the reasonable costs of delivery of Products returned to us in the event of the Product being defective due to “out of box failure” or manufacturing defects.

• 13.3.4.

  Products that are ordered for home delivery via a voucher or Skyward miles may only be exchanged or replaced with goods of the same value.

• 13.3.5.

  Pre-purchased goods cannot be refunded, replaced or exchanged on board a flight and must be returned in accordance with this clause 13.

• 13.3.6.

  Except as set out in clause 13.3.3 above, you will be responsible for the costs incurred by you in returning any Products to us.

14. Limitation of liability

• 14.1.

  To the fullest extent permitted by law, we shall not be liable to you for any loss or damage, whether founded in contract, negligence or otherwise, resulting from your use of the Website or the purchase of a Product.

• 14.2.

  We have the right to suspend or cancel our obligations (without liability to you) in whole or in part if we are delayed or prevented from carrying on our business or any of our obligations under these terms and conditions arising out of circumstances beyond our reasonable control.

• 14.3.

  You hereby indemnify us against any loss, liability, expense, claim, penalty or damage ("loss"), whether direct, indirect, special or consequential, arising from a breach of a warranty which you gave to us or any breach by you of any applicable laws.

• 14.4.

  These terms and conditions set out the entire agreement and understanding between you and us in connection with the sale of the Products and the use of the Website. You agree that you have not entered into this Agreement in reliance of any representation made by or on behalf of us.

• 14.5.

  Our total cumulative liability to you as a result of your use of the Website and the purchase of any Products (regardless of the source of such liability) shall be limited to, and not exceed, the lower of AED 50 or the value of the Products you purchased on the Website.

15. Governing law and jurisdiction

• 15.1.

  This Agreement and any contract for the purchase of products made on the Website (including these terms and conditions) and any dispute arising out of or in connection the formation or subject of such contract (including these terms and conditions) shall be governed by and construed in accordance with the laws of Dubai, the United Arab Emirates.

• 15.2.

  The parties irrevocably agree that the courts of Dubai, United Arab Emirates shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with any contract for the purchase of Products made on the Website (including these terms and conditions) or its subject matter or formation.

• 15.3.

  The parties agree that the United Nations Convention on Contracts for the International Sale of Goods does not apply to this Agreement.

16. Privacy and data protection

• 16.1.

  When you place an order on the Website, we may record your personal data for the purposes of concluding the transaction and for other related purposes as communicated to you in our Privacy Policy.

• 16.2.

  Your personal data will be used principally to provide you with the Products purchased and for the enhancement of our service to you.

• 16.3.

  Your personal data is collected and processed in accordance with our privacy policy which can be accessed by clicking here.

• 16.4.

  Our privacy policy also provides information relating to accessing, requesting and deleting a record of your personal data and includes the contact information of our privacy officer.

17. Indemnity

As a condition of use of this Website, you agree to indemnify us from and against any and all liabilities, expenses (including legal fees) and damages arising out of claims resulting from your use of this Website, including without limitation any claims alleging facts that if true would constitute a breach by you of these terms and conditions.

18. Links to third-parties' websites

• 18.1.

  This Website may contain links and pointers to Internet sites maintained by third parties.

• 18.2.

  We do not operate or control in any respect any information, products or services on such third party sites.

• 18.3.

  Third party links and pointers are included solely for your convenience, and do not constitute any endorsement by us.

• 18.4.

  You assume sole responsibility for use of third party links and pointers.

19. Additional specific terms

If you reside in Australia, Brazil or South Korea then these additional terms will apply to this Agreement.

20. Events beyond our control

• 20.1.

  We shall have no liability to you for any breach of the Agreement caused by any event or circumstance beyond our reasonable control including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident.

• 20.2.

  Where any events or circumstances specified in clause 20.1 results in a delay in or failure in the delivery of your Products, we will provide you with a revised estimated delivery date, but you will not have any right to terminate the Agreement due to such delay or failure.

A. AUSTRALIAN RESIDENTS

• A1.1

  Notwithstanding any other term in this Agreement, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• (a)

  to cancel your service contract with us; and

• (b)

  to a refund for the unused portion, or to compensation for its reduced value.

• A1.2

  Major failures mean: (a) problem(s) that would have stopped a reasonable person from buying the goods or services if they had known about it; (b) the goods or services are significantly different from the description; (c) the goods or services are substantially unfit for its common purpose and cannot be easily fixed in a reasonable time; (d) the goods or services do not perform its usual function and cannot be fixed in a reasonable time; and (e) the goods or services are unsafe or creates an unsafe situation.

• A1.3

  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

• A1.4

  Nothing in this Agreement excludes, modifies, limits or restricts any rights or remedies that may be available to you under applicable law, including statutory guarantees under the Australian Consumer Law, which we are prohibited by such law from excluding, modifying, limiting or restricting.

B. SOUTH KOREAN RESIDENTS

If you are a resident of South Korea, the provisions below will apply to you in lieu of clause 13.1 and clause 13.2 of the Agreement:

B1. Cancellation

• B1.1

  You have the right to cancel your order of Products without giving any reason within seven (7) days from the day of purchase or the day that the Products are supplied (or have started to be supplied), whichever is later.

• B1.2

  To exercise the seven (7) day cancellation right in clause B1.1, you must inform us of your decision by making a clear statement within the seven (7) day cancellation period. You may do this by contacting us at emiratesred@emiratesred.com.

• B1.3

  We will endeavour to accommodate your cancellation requests where your Products have not yet been dispatched. If your Products have already been dispatched, no cancellation or refund will be permitted except in accordance with the seven (7) day cancellation right above.

• B1.4

  We reserve the right to terminate your order if a Product has been mispriced on our Website, in which event we shall notify you of such cancellation in writing. We shall have such right to terminate your order of the Products whether or not Products have been dispatched or are in transit and whether payment has been charged to you.

B2 Returns and Refunds

• B2.1

  Where you have exercised the seven (7) day cancellation right in accordance with clause B1.1:

• (a)

  if you cancel before we have dispatched the Products, in most cases the Products will not be dispatched. However, if you cancel after we have dispatched the Products or we are unable to prevent dispatch after you have cancelled, you will need to return the items immediately or at the latest within fourteen (14) days of the day on which you informed us that you were exercising the seven (7) day cancellation right;

• (b)

  we will refund all payments received from you for the Products you have cancelled, including the cost of delivery (with the exception of additional costs incurred because you selected a delivery method other than the most cost-effective standard delivery method offered to you at the time of purchase);

• (c)

  unless expressly agreed otherwise with you, refunds will be made employing the same payment method you used to make the order. We can refuse to reimburse you until we have either received the returned Products or you have provided evidence to us that you have returned these, whichever of these occurs at the earlier point in time; and

• (d)

  you will have to bear the cost of returning the Products and will be required to make up for the loss of any value of the Products in question if this is attributable to actions on your part and that were not required to verify the conditions, properties and functionality of the Products.

• B2.2

  To the maximum extent permitted under applicable law, you will be deemed to have accepted all Products as being in good condition and in accordance with this Agreement upon delivery, unless you notify us in writing to the contrary within thirty (30) days from the date of delivery.

• B2.3

  If any Product is not in good condition, you must return the Product to us by registered post in its original condition and original packaging and accompanied by proof of purchase within the period set out in clause B2.2, detailing the reason for return.

• B2.4

  Provided that we safely receive your returned Products within the period set out in clause B2.2, we will then decide whether to exchange the Product or provide you with a refund.

• B2.5

  If we decide to provide you with a refund, we will only refund the cost of such Product via the payment method your previously chose. We will not refund or reimburse any postal, shipping or handling costs.

• B2.6

  If you have used any Skywards miles, vouchers or other discount code with your purchase, your Products are non-refundable and non-exchangeable.

• B2.7

  We will not entertain any returns or requests for refunds which do not comply with the above conditions.

• B2.8

  We reserve the right to refuse any claims and/or returns if:

• (a)

  The claim does not meet any of the conditions, or falls within any of the exclusions, in this Agreement; or

• (b)

  The defect in the Product is the result of: (i) your improper use or mismanagement; (ii) operation of the Products other than in accordance with the operating manual or instructions; (iii) use of the Products in a manner not reasonably contemplated by the manufacturer or seller; (iv) modification of the Products not authorised by the manufacturer or seller; (v) subjection of the Products to unusual or unrecommended physical, environmental or electrical stress; or (vi) your failure to comply with any part of this Agreement

• B2.9

  To the extent permitted by applicable law, we make no warranty in respect of any Product and this Agreement is in lieu of all other warranties express or implied, including any implied warranties of merchantability, satisfactory quality, compliance with description and fitness for a particular purpose. Your sole remedy for any defective or non-compliant Products is limited to your right to return the Products pursuant to this Agreement.

C. BRAZIL RESIDENTS

If you are a resident of Brazil, the provisions below will apply to you in lieu of clause 13.1 and clause 13.2 of the Agreement:

C1. Cancellation

• C1.1

  You have the right to cancel your order of Products without giving any reason within seven (7) days from the day of purchase or the day that the Products are supplied (or have started to be supplied), whichever is later.

• C1.2

  To exercise the seven (7) day cancellation right in clause B1.1, you must inform us of your decision by making a clear statement within the seven (7) day cancellation period. You may do this by contacting us at emiratesred@emiratesred.com.

• C1.3

  We will endeavour to accommodate your cancellation requests where your Products have not yet been dispatched. If your Products have already been dispatched, no cancellation or refund will be permitted except in accordance with the seven (7) day cancellation right above.

• C1.4

  We reserve the right to terminate your order if a Product has been mispriced on our Website, in which event we shall notify you of such cancellation in writing. We shall have such right to terminate your order of the Products whether or not Products have been dispatched or are in transit and whether payment has been charged to you.

C2 Returns and Refunds

• C2.1

  Where you have exercised the seven (7) day cancellation right in accordance with clause C1.1:

• (a)

  if you cancel before we have dispatched the Products, in most cases the Products will not be dispatched. However, if you cancel after we have dispatched the Products or we are unable to prevent dispatch after you have cancelled, you will need to return the items immediately or at the latest within fourteen (14) days of the day on which you informed us that you were exercising the seven (7) day cancellation right;

• (b)

  we will refund all payments received from you for the Products you have cancelled, including the cost of delivery (with the exception of additional costs incurred because you selected a delivery method other than the most cost-effective standard delivery method offered to you at the time of purchase);

• (c)

  unless expressly agreed otherwise with you, refunds will be made employing the same payment method you used to make the order. We can refuse to reimburse you until we have either received the returned Products or you have provided evidence to us that you have returned these, whichever of these occurs at the earlier point in time; and

• (d)

  you will have to bear the cost of returning the Products and will be required to make up for the loss of any value of the Products in question if this is attributable to actions on your part and that were not required to verify the conditions, properties and functionality of the Products.

• C2.2

  To the maximum extent permitted under applicable law, you will be deemed to have accepted all Products as being in good condition and in accordance with this Agreement upon delivery, unless you notify us in writing to the contrary within thirty (30) days from the date of delivery.

• C2.3

  If any Product is not in good condition, you must return the Product to us by registered post in its original condition and original packaging and accompanied by proof of purchase within the period set out in clause C2.2, detailing the reason for return.

• C2.4

  Provided that we safely receive your returned Products within the period set out in clause C2.2, we will then decide whether to exchange the Product or provide you with a refund.

• C2.5

  If we decide to provide you with a refund, we will only refund the cost of such Product via the payment method your previously chose. We will not refund or reimburse any postal, shipping or handling costs.

• C2.6

  If you have used any Skywards miles, vouchers or other discount code with your purchase, your Products are non-refundable and non-exchangeable.

• C2.7

  We will not entertain any returns or requests for refunds which do not comply with the above conditions.

• C2.8

  We reserve the right to refuse any claims and/or returns if:

• (a)

  The claim does not meet any of the conditions, or falls within any of the exclusions, in this Agreement; or

• (b)

  The defect in the Product is the result of: (i) your improper use or mismanagement; (ii) operation of the Products other than in accordance with the operating manual or instructions; (iii) use of the Products in a manner not reasonably contemplated by the manufacturer or seller; (iv) modification of the Products not authorised by the manufacturer or seller; (v) subjection of the Products to unusual or unrecommended physical, environmental or electrical stress; or (vi) your failure to comply with any part of this Agreement.

• C2.9

  To the extent permitted by applicable law, we make no warranty in respect of any Product and this Agreement is in lieu of all other warranties express or implied, including any implied warranties of merchantability, satisfactory quality, compliance with description and fitness for a particular purpose. Your sole remedy for any defective or non-compliant Products is limited to your right to return the Products pursuant to this Agreement.