ZOUKSOUK – D Solutions General Trading Co W.L.L Kuwait “ZoukSouk.com”, when we talk about ZOUKSOUK in these terms and conditions we refer to it by using (the pronoun“We”, and its derivatives). When we use (the pronoun “You” and its derivatives), we mean a user shopping from ZOUKSOUK and buying its products.
In addition to these general terms and conditions, there are other important legal conditions concerning Return policy and Cancellation policy. To agree on these general terms and conditions means your approval and your commitment to the return policy, which are all part of a legally binding contract between “We” and “You”. “You” must read these general terms and conditions and return policy carefully before buying anything from the “ZoukSouk.com”. By clicking “Agree”, “You” accept the following terms and conditions.
“We” reserve the right to change the general terms and conditions and return policy at any time. Any changes in terms and conditions will apply on all new orders after posting the changes on the “ZoukSouk.com” page. “ You” should review the general terms and conditions and return policy posted on the “ZoukSouk.com” page before each request.
Using our website (even without buying any of our products) means your approval and commitment to these terms and conditions.
“We” strive to insure the accuracy and validity of all information contained on ZOUKSOUK website, including product descriptions’ and prices contained, at all times. However, errors may occur. “ We” shall try to correct all errors and information on ZOUKSOUK website as soon as possible; if we find that this error has any impact on your order “We” shall try to inform you.
You should keep in mind that the “ZoukSouk.com” provides a different shopping experience than buying from the physical store. You have to be aware about this.
If you have any questions concerning these general terms and conditions, return policy, cancellation policy, products, or the “ZoukSouk.com”, please contact us and talk to one of our representatives in ZOUKSOUK – D Solutions General Trading Co W.L.LKuwait “ZoukSouk.com” on this number: 65811585
1. Contract
Your contract partner which apply to your purchase of goods from D Solutions General Trading Co W.L.L Kuwait “ZoukSouk.com” through our website at www.zouksouk.com , is D Solutions General Trading Co W.L.L duly registered and incorporated at the Ministry of Commerce & Industry under No. (56690), whose address is 11th Floor, Sagran Complex,Suraqa Bin Malik Street,Block 8, Hawally, Kuwait Tel:65811585, hereinafter referred to as the “We”. This contract applies only if “You” click on “ buy online” and “We” send you a confirmation email with order details.
2. Validity of information
ZOUKSOUK assumes the validity of information provided by the customer; the customer in return is held responsible for the accuracy of his personal information and data required to complete the purchase. The customer assumes responsibility in case he provides any incorrect information. ZOUKSOUK – D Solutions General Trading Co W.L.L Kuwait shall not be responsible if otherwise happens.
3. The eligibility to order and purchase our products
Unless you are 18 years old or older you may not purchase from ZOUKSOUK – D Solutions General Trading Co W.L.L Kuwait. The delivery address must be in the State of Kuwait. “ You” should provide a valid email, and a mobile phone number that you can be contacted through easily.
Although we sell children’s products, it must be purchased by adults only; all products sold by our “ZoukSouk.com” are for personal use only; none of these products are authorized for commercial or industrial use, unless it is explicitly stated.
4. Order to purchase products
Please check our “ZoukSouk.com” guide for more information about the steps of purchasing our products. Your order represents an offer to purchase products from ZOUKSOUK. When you order more than one item your order represents a set of offers for each product separately.
Both your act of assigning the webpage, and your personal email, are considered a confirmation for your final order that you have sent to the “ZoukSouk.com”. Please pay attention when placing your order, since you may not be able to modify or add any more products after we send you your confirmation email.
In case you desire to modify your order after you complete your purchase and confirm your order; by changing the choice of products or delivery date, this will in most cases incur additional cost and it might postpone the delivery date.
Purchase requisition approval contains the product details that you have ordered the total cost of comprehensive delivery, assembly and order number. You should print a copy of these general terms and conditions, along with the return policy, and cancellation policy then keep them in a safe place. You will need to refer to this data when you contact us with your request.
5. Acceptance of the purchase order
Although we hope we can provide all products ordered, we reserve the right, in our estimation, without giving any reasons, not to accept any purchase order at any time (prior to delivery of your order). In case we refuse your order, “We” shall notify you as soon as possible; with any amount owed.
6. Payment
“You” may pay for the products that you purchase in any way contained in the manual through “how to pay online?” Installment is a service offered by the Bank that issued your credit card. Service fees and installment period may vary according to the Bank. “We”, in ZOUKSOUK, are not responsible for any installment fees imposed by the Bank.
“We” shall take the amount to be paid from your card at the time “ You” submit the Web order. “We” shall contact you if we run into any trouble collecting the amount of the purchase made. The collection of order value does not mean acceptance of the purchase, in the event of non-acceptance of your order “ We” will be refunding you the full amount as soon as possible (and in any event within three working days of the notice of rejecting your order),“We” are responsible for the refund to your Bank. The date of refund to your credit card may differ according to your Bank. (It may take from (1) business day to (3) weeks). If you cancel your installment service, “We” will not be responsible for any assembly fees that may incur from the credited bank. (Please check with your Bank).
“You” agree that “We” will send you our invoice by e-mail if the total price is paid 100%. All ZOUKSOUK products will remain the property of D Solutions General Trading Co W.L.L Kuwait until full payment.
7. Prices
All prices listed on our “ZoukSouk.com” do not include services such as delivery and assembly. Delivery and assembly fees will be added to the total price of your order, as shown on the website.
The price that “You” paid for your products is the price of the “ZoukSouk.com” on the day “You” ordered your purchase; unless these terms and conditions stated otherwise.
The services fees that “You” paid are those provided by our “ZoukSouk.com” on the day “You” placed your order. All services fees will be calculated according to your location, measurements, weight, size, nature and the value of your product. For more information concerning services fees, please refer to our services information on our website.
8. Products & Availability
All products depend on its availability in stock, which means inability to meet your order in case of its absence. Products shown for sale are prone to be stopped from sale either online or in stores at any time. “ We” are responsible, in such cases, to pay you back any amount you have paid for products you did not receive.
Although “We” constantly check the accuracy of our stock on the “ZoukSouk.com” and its compatibility with the physical inventory in our warehouse, error may occur. If “We” discover any stock error with any product you ordered, “We” shall inform you as soon as possible. “We” shall offer you the option of reconfirming your order according to the correct quantity available in stock or to cancel your order if “You” wish. If “ You” wish to cancel your order due to incorrect stock data or if “We” fail to provide the product you ordered, “ We” shall return your full amount as soon as possible according to our Refund policy, in refund section. In case we fail to contact you using the contact information you provided when placing your order, “We” shall deal with the order as cancelled and the whole amount will be refunded according to our Refund policy in the refund section.
9. Promotion offers and products
Promotions offers and products at ZOUKSOUK – D Solutions General Trading Co W.L.L Kuwait store may not all be available on the “ZoukSouk.com” and vice versa.
Sometimes, you may find a difference in price, when there are different promotions in stores or on our website.
10. Colors
Colors of products shown on website depend on many factors – including display settings used on the site; products shape and sizes. It may appear different in reality than the screen. “We” provide dimensions and measurements with the descriptions of products; “ You” ensure that the actual size of each product fits your purpose.
11. Photos
Photos on the website are for illustration purposes only; in order to obtain an accurate description of any product and its details “ You” should read the product description listed.
12. Our services
“We” sell ZOUK products and services, through our website www.ZOUKSOUK.com or through our stores.
13. Available Services
“We” have the right at any time to modify, stop selling, stop services, sell any of our products, stop online shopping temporarily or permanently, with or without prior notice. In case our service stops after payment, “We” shall refund you, in accordance with the return policy- refund.
14. Delivery Policy
The Terms and conditions (“Delivery Terms”) will be enforced on delivering our products to you, which “You”, bought through the internet from our website www.ZOUKSOUK.com.
Delivery through the internet is provided through ZOUKSOUK (referred here as “ZOUKSOUK” with the pronoun “We” and its derivatives) When we refer to the pronoun “You”, or its derivatives we mean the buyer of the products and the user of delivery service through the internet.
“We” shall do our best to deliver your products according to delivery date provided in the email, but please note that all delivery dates provided through the “ZoukSouk.com” (either on the website or by phone or email) are estimated dates, delivery timing may differ.
ZOUKSOUK reserves the right to change the terms of delivery at any time. Any changes in delivery terms become valid on all new deliveries, which are made after posting the new changes on our website. “You” should check delivery terms posted on ZOUKSOUK website before each new delivery order.
14.1 Delivery locations
“We” shall deliver purchased products to the address specified in the purchase order. Delivery location must be inside the State of Kuwait and within the delivery locations specified earlier. The location must be reachable by ground transportation. “You” assume responsibility to be present in the delivery address or location on the date of delivery; “We” reserve the right to check the recipient data to insure that the customer has received their order.
14.2 Delivery Dates
“We” strive to deliver your order within three days in all our Kuwait Delivery Zones.
“You” have to check your email to make sure your order has been received and make sure “You” are present in the address provided on the date of delivery. In case “You” or your representative cannot be present on the specified time, “ You” have to inform us to change the date of delivery in the nearest possible time. At least 48 hours ahead of changing the date of delivery by calling one of our representatives on this number: 65811585.
If “You” provide us with wrong delivery information or incomplete delivery data, “We” reserve the right to cancel your delivery without any prior notice.
If “You” or your representative is not available to accept the delivery, “We” will contact you within 24 hours to arrange redelivery at our earliest available time slot at the time, or at a later date no more than 96 hours after making contact with “ You”. “We” shall do our best to contact you to reschedule or rearrange a new date and time for delivery. “ We” shall not be responsible for any losses arising from delivery delay that are beyond our control.
If “You” or your representative is not available to accept the delivery on the 2nd attempt, “ We” will cancel the web order and refund you the only purchased price and any applicable assembly charges, delivery fees will not be refunded.
”You” will need to contact our customer care representatives on 65811585 to process your refund.
14.3 Truck Delivery
“We” will deliver your orders that are considered big packages (items that weigh more than 30 kg) or any other items we may find unsuitable for delivery as parcels. Delivery fees will be applied when “ You” make your purchase from the website according to your preference. “We” shall send you an email message to inform you about the time of delivery. On the day of delivery, “ We” will contact you ahead of time to confirm your presence in the location to receive your order and to ensure that there are no unexpected restrictions on access.
14.4 Parcel Delivery
Some of our products are not suitable to be delivered by parcels, such as products containing mirrors or glass and some others that are more than 35×55×100 cm. And it will be automatically converted to be delivered by truck for better handling of the items. Parcels are delivered between Sunday and Saturdays. Delivery will be only door to door.
14.5 Delivery Arrangements
Once “You” implement your order online, “ We” will send you a letter of confirmation by email containing product delivery date. Delivery date will be the date “ You” have chosen online when submitting your purchase order.
If “You” fail to choose the delivery date or if the service is not available, “We” shall accept your order, then our Customer Care Center will contact you to specify the date and time of delivery, within 3 days in Zone 1 and 2,
Delivery will be to the address “You” specified in your online order or through our Customer Care Center agent. If “ You” fail to choose delivery date due to technical problems or due to your order delivery date changes, “You” have to make sure we can reach your address specified, to be present to receive your order and on the date agreed upon. Please notify us as soon as possible if “You” cannot be present to receive your delivery within minimum 48 hours. “We” shall not be responsible for any delay in delivery due to your breach of these terms and conditions.
If “You” are not present in person to receive your order, “You” may assign someone to do so on your behalf. The person you assign must be an adult (21 years and above) capable of receiving and to acknowledge the order; “We” shall have the right to rely on his instructions as if it were issued by ‘You’.
The delivery staff are not allowed to leave or take any items without having the receipt signed by “You” (or by your representative).
On delivery, please “You” check all products delivered and their physical condition and if number of packages are correct. “ You” have to sign the delivery documents, which confirms that the delivery process had been completed, the number of your packages, and that the delivery did not cause any damages to your properties, and that the products delivered were “free from any damages” and that you are happy with the service you have received.
If there are any clear damages, missing items, or incorrect items, please specify on the Proof of Delivery document given to you on time of delivery. “We” will exchange and deliver free of charge, in case of missing, damaged or incorrect items.
This will not affect your legal right to notify us on a later date once you find any damage on the product later on. “You” must notify us of any products that are damaged, missing, or/and incorrect within 48 hours after your delivery.
If “You” refuse to sign the delivery receipt, it would be considered as refusal to receive the delivery. And a consent to cancel the order.
Once you receive your order personally (or by your representative), “ You” become the owner of those items and you would be from that time responsible for it. That means “You” will be responsible of any damages or loss that may occur later.
If “You” or your representative is not available to accept the delivery, “We” will contact you within 24 hours to arrange redelivery at our earliest available time slot at the time, or at a later date no more than 96 hours after making contact with “ You”.
“We” shall do our best to contact you to reschedule or rearrange a new date and time for delivery. “We” shall not be responsible for any losses arising from delivery delay that are beyond our control.
If “You” or your representative is not available to accept the delivery on the 2nd attempt, “ We” will cancel the web order and refund you the purchased price only and any applicable assembly charges, delivery fees will not be refunded.
”You” will need to contact our customer care representatives on 65811585 to process your refund.
If ‘You’ decide to reorder the web order you will have to pay any applicable delivery service charges.
14.6 Delivery Damages
If “You” find out that packages have any damaged items or have any defects (when received), “You” must notify our Customer service department in Zouk Souk Kuwait within 48 hours of delivery about all damages and defects using the stated phone number in your email to insure the order as soon as possible after delivery.
“You” must keep any damaged item for examination when delivered later. If “You” get rid of any damaged items before we have the chance to examine it, “You” will affect any claim for replacement.
Once it is proven our responsibility for any damaged item, “We” shall deliver it to you, or if we fail to do so, “ We” shall refund you with the full amount you paid for it.
14.7 Responsibilities
In case of any unexpected circumstances (similar not limited to: truck crashes, road accidents, traffic jams, or severe weather conditions etc…), “We” shall do our best to contact you to reschedule or rearrange a new date and time for delivery. “ We” shall not be responsible for any losses arising from delivery delay that are beyond our control.
“We” shall repair any damages caused by our staff during their performance. However, “We” shall not be responsible for the cost of repairing any defects or damages preceding our online delivery.
“We” shall only provide delivery services for personal or home use. “You” must agree not to use our online services for any commercial purposes or for resale. “We” neither assume any liability for any loss of data, or loss of business, or loss of revenue or business interruption, or any effect on your business reputation.
14.8 Delivery Restrictions from ZOUKSOUK
Some of our furniture pieces are bigger than you expect especially foam bean bags. Please check products’ measurements when “You” purchase to make sure there is enough space in the location where you need it for, and that the item after assembly will fit the place chosen for in your home.
Prior to our delivery, “You” must make sure there is enough space for us to enter, enough space to complete the delivery process, and to make sure that stairs and elevators leading to your home are all adequate for delivery. “You” must make sure that your home, your area, and the location of delivery is safe for our delivery staff.
“You” must also remove all breakable items that may be damaged or broken during delivery such as lamps, vases, or frames etc.
To ensure safe delivery of your items, “You” must provide us with as much details as possible in advance, about the status of the address, and circumstances related to the area that might affect the delivery process such as: (Would there be enough time to load/unload? Do you live in an area where it is restricted for trucks to park and load/unload? Are there any restrictions in terms of height, width, or weight? Are there any restrictions in terms of car parking? Does the truck need a special permission to park? Would delivery be to a higher level than ground floor? Would it be hard to reach the location due to narrow doors, or narrow staircase? If delivery is for business area, is there any restriction to working hours?)
“We” shall do our best to deliver all your items to the location you choose, safely and practically. However, if your room is in a higher level and our staff find that it is not safe to reach they will arrange with you to find an alternative room. If “We” feel that the room you chose may cause any damage to the item, or to your home “ We” will notify you and write those reasons in the delivery receipt. “You” may accept delivery despite knowing those reasons, but “We” shall not accept responsibility for any damage to the product or to your home as a result of the delivery attempt according to your instructions, (caution must be considered during products delivery).
“We” will conduct a risk assessment before moving any products, they will assess any health and safety risks for each individual. “We” will not deliver any products other than those agreed upon and listed in the confirmation receipt, nor will they deliver any products that might represent any safety risks after conducting the risk assessment.
We” are not allowed and should not do the following: Doors, windows, door frames removal in order to complete the delivery process (in case that procedure is required, it should be performed before delivery; “We” shall not carry any specialized lifting equipment); “We” will not disassemble or assemble any products we deliver, nor would they unpack any; or remove its bases when delivering (if you are worried about any damages that might occur to your wooden floor or to your rugs you must ensure proper covers to protect it).
“We” take back all furniture packaging immediately to the store, to be recycled.
15. Assembly Policy
These terms and conditions are implemented (“assembly conditions”) only on products shown on our website page “ZoukSouk.com” www.ZOUKSOUK.com and do not apply to orders purchased from the store.
Assembly service is provided through ZOUKSOUK – D Solutions General Trading Co W.L.L Kuwait (referred here as “Zouk Souk Kuwait” with the pronoun “We” and its derivatives) When we refer to the pronoun “You” or its derivatives we mean the buyer of the product and the user of assembly service. “We” shall remain responsible when providing you with the assembly service. You are charged for assembly as a percentage of the product price. “You” have the right to choose the assembly service of a specific product or ask for a product without assembly.
When “You” choose the option of “delivery and assembly”, the system will calculate the assembly fees of each product in addition to delivery fees. The products that do not require assembly will be referred to clearly, and the system will not allow you to have the choice of assembly for it.
“We” reserves the right to apply minimum assembly fees. If assembly fees for certain product are higher than the minimum assembly fees defined, then the total assembly fees will be taken into consideration. If the minimum assembly fees are higher, then it will be considered as the total assembly fees
In some cases, cancelling all products that require assembly will change the order of the delivery truck to parcel delivery truck, as they are two different categories of shipments, which may result in changing the delivery date chosen before.
16. Cancelling Policy: “Your right to cancel”
When placing an order from “ZoukSouk.com”,” you” may cancel your order any time before products are sent to your address.
That means if “You” change your mind about your order, or “You” decide for any reason you don’t want it, “ You” will notify us by calling any of our representatives in Customer Care Center (65811585) and cancel your order.
“You” will have the right to cancel your order completely and we shall refund your credit or KNET card with the full amount (the card used originally in the purchase order)
If “You” wish to cancel your purchase order due to incorrect stock data or if we fail to provide the product you ordered, “ We” shall return your full amount as soon as possible.
In some cases, cancelling products that require assembly service will change the delivery order truck to a parcel delivery truck, as they are two different categories of shipments, which may result in changing the delivery date chosen before. (Please refer to the Assembly Terms section)
In case “You” cancel an order completely (total cancellation) 48 hours prior to the date of delivery “the cancellation period” you would have the right to get a full refund for the amount you paid (the purchase price, delivery and assembly fees) without the picking fees. If cancellation occurs within the 48 hours delivery fees will not be refunded. (Please refer to Delivery Terms section).
17. Return Policy: “Your right to return”
If “You” wish to return an order, all you have to do is to notify us about your decision. “You” may notify us through the telephone. Call us on this number: 65811585.
Please prepare your Web order number and one of our representatives from Customer Care Center will verify your order details and proceed with your return process.
Express delivery web orders return process, can only be started after ‘You’ receive the products at your home delivery address.
If “You” wish to return your order after receiving it, “ You” have to return the items to us in a period that does not exceed 14 days from the day you ordered it;
“We” have the full right to disapprove the return of any products that does not meet the following conditions: returned products within 14 days must be unassembled and unused, with full original packaging, by the following means:
a) Return in person to the ZOUKSOUK store Exchange and Return counter.
b) To request pick up and return of items that meet the following conditions: Within 14 days of purchase, unassembled and unused, with full original packaging please call our Customer Care Center on: 65811585, and talk to one of our representatives; then request the return. Please prepare your order number and the delivery receipt before placing your call. Return Order collection charges may apply and pick up cannot be guaranteed.
If you wish to return a product under the terms of ZOUKSOUK Quality Guarantee, we will first arrange with you for a Quality inspection of the product at the shipping address.
17.1 Returning Parcels orders
Please Call Customer Service Department on 65811585, as required.
17.2 Returning Delivery orders
Please Call Customer Service Department on 65811585, to arrange for your return. Our agent will arrange the date and time to receive your items from the address stated in your original order. Return Order collection charges may apply
17.3 Status of Returned Items
Products to be returned need to be in a proper condition as received, wrapped in its original wrapping, “We” shall refund you with the same way your originally paid for it (for example the amount will be refunded to your credit card account you used when you placed you purchase order), with additional charges for the return orders, the picking and delivery charges should not be refunded.
17.4 Purchases that Cannot Be Returned
All stuffed, upholstered and padded products without the original card
Products that are manufactured by special measurements (such as work surfaces).
Any products that have been modified changed or washed.
17.5 Our Conditions to receive the products
“We” shall receive the products from you from the address where they were delivered originally, and that is according to the following conditions:
- “You” agree to give all products you want to return to our representative along with un opened and full Package.
- “You” must sign the return receipt to confirm the return process. The representative will attend to receive
Products by providing the return document · If you cannot be present in person to return the products you may assign someone to act on your behalf. Your representative must be an adult, distinctive, able to supervise all products when returned on your behalf, and you agree that we shall have the right to rely on his instructions as if they were yours.
17.6 Refunding your Money
“We” shall refund the amount paid to purchase the products and refund the money according to the payment method used in payment. However, please note that products must be returned as specified in the return Policy. Other than, as stated in the return policy, “ We” shall not refund any delivery or assembly fees you paid if you demand to return the products we delivered to the specified address. If “We” agree to refund your money, “ We” shall not be responsible to refund the money to your bank. The date of refund to your credit or KNET card may differ according to your Bank. (It may take from (1) business day to (3) weeks). If “ You” cancel installment service, “We” will not be responsible for any installation fees. (Please refer to your own bank).
18. Protection
“We” shall do our best to have our website free from any viruses; “You” have to make sure to use the appropriate programs and software for detecting viruses and any other malicious content online on your computer or smart phone.
Be cautious!! You may encounter many pseudo ZOUKSOUK websites, which may seem similar to the official website and claim selling our products. “ We” are not responsible for any fraud or fraudulent attempts by other websites. The official ZOUKSOUK – D Solutions General Trading Co W.L.LKuwait website is: www.ZOUKSOUK.com.
19. Security
“You” are responsible to ensure confidentiality of your login and password, and all other data related to your account at all time. “You” agree to notify us as soon as you know about any suspected or presence of any risk to the security to your account.
In case “You” cancel an order completely (total cancellation) 48 hours prior to the date of delivery “the cancellation period” ,”You” would have the right to get a refund for the amount you paid (the purchase price, delivery and assemble fees) only, without the picking fees, unless the cancellation took place within the 48 hours then you may not be refunded with the delivery fees.
If your purchase what is not available, “We” shall contact you to inform you and give you the option of either keep your order or cancel the whole order. If “We” could not contact “ You” (or if you don’t return our calls, or we could not reach you) your order will be kept waiting for “you” to follow up for 3 days after the delivery date. After the 3 days your order will be cancelled and the amount you paid will be returned to your account.
20. Applicable Law and Dispute Resolution Avenue Clause
a). The terms and conditions shall be governed in all respects by the laws of the State of Kuwait ,as amended, and as interpreted and applied by the State of Kuwait, applies.
b). The Kuwaiti Courts shall have exclusive jurisdiction over any disagreement or dispute that arises between them the parties, which may arise out or in connection with the terms and conditions and must be litigated in the Courts of the State of Kuwait.
Note: The rest of the terms and conditions shall be deemed to be applicable in case of any error in any of them .
Note: This document is a translation from the original Arabic Terms & Conditions document. In case of information discrepancy, the Arabic Terms & Conditions will apply in legal matters.
