Miele Appliances Ltd.
TERMS AND CONDITIONS OF SALE - ONLINE
1.1. An agreement is made between Miele and the customer for the purchase of the product(s) as specified in an order (“agreement”) if and when Miele issues an Order Confirmation to the customer in respect to that order.
1.2. The agreement comprises the order, the Order Confirmation, these terms and conditions and any additional terms as specified.
2.1. The price payable by the customer to Miele for the product(s) is the price specified in the order confirmation.
2.2. Prices are liable to change at any time, but such changes will not affect orders which we have already sent an Order Confirmation for.
3.1. Full payment is required at the time of order placement.
3.2. Payment for all Products must be made by credit cards. Please refer to our website for a list of cards that are accepted.
3.3. Under this agreement, the payment processing services for goods and/or services purchased on this website are provided by Miele & Cie. KG, Carl-Miele-Straße 29, 33332 Gütersloh, Germany on behalf of MIELE APPLIANCES AG (MIELE APPLIANCES LTD) (DUBAI BR.) a branch of Miele Appliances AG (a Swiss entity) or by MIELE APPLIANCES AG (MIELE APPLIANCES LTD) (DUBAI BR.), depending on the type of payment method used for the purchase of the goods and/or services.
3.4. In the event you choose to pay with credit card and the payment will be processed via a European Acquirer, these terms are an agreement between you and Miele & Cie. KG For any other type of purchases, these terms are an agreement between you and MIELE APPLIANCES AG (MIELE APPLIANCES LTD) (DUBAI BR) and goods and/or services will be delivered by MIELE APPLIANCES AG (MIELE APPLIANCES LTD) (DUBAI BR] directly.
4. CANCELLATION FEE
4.1. If your order is cancelled before delivery, all monies received will be returned excluding the applicable cancellation fee.
4.2. A cancellation fee of 10% will apply to all cancelled orders.
5.1. Miele will deliver the product(s) only within UAE.
5.2. Deliveries will be free of charge for orders above AED 200 (incl. VAT). For orders below AED 200 (incl. VAT), delivery charges AED 50 (incl. VAT) will apply. However, in special cases for non-standard deliveries, fees and charges may be applicable, details of which will be provided by Miele and agreed with the customer prior to any order being completed.
5.3. Deliveries will be up to the address as specified by the customer except for hotel, port, cargo and/or warehouse addresses. The delivery team may contact the customer in advance in case further clarification of the address is required.
5.4. Miele will deliver the Goods in accordance with these terms and conditions. The risk of loss of or damage to the product(s) passes to the client upon delivery. Notwithstanding this, Miele will provide the client with a 24-hour notice from time of delivery to instruct Miele of any damage to the product(s). Within this period, Miele will remedy the damage provided that the damage was not inflicted by the customer and that the product(s) have not been installed.
5.5. The delivery date will be the date agreed between Miele representative and the customer after the order is placed (“delivery date”). Deliveries of some major domestic appliances which are not on stock may take up to four months.
5.6. Miele will use reasonable commercial endeavors to deliver the product(s) on the delivery date. If Miele is unable to deliver the product(s) (by reason of transportation difficulties or otherwise) on the agreed delivery date, it will use reasonable commercial endeavors to do so within a reasonable period after the delivery date.
5.7. In the event that the customer is not present to accept delivery at the nominated delivery time, the customer will be liable to pay Miele a fee to have the product(s) re-delivered at a new delivery time/date, as agreed by Miele and the customer. This re-delivery fee is payable by the customer prior to Miele re-delivering the product(s) at the new nominated delivery time/date.
5.8. If the customer accepts delivery of the product(s) and subsequently changes their mind about the product(s) (including where the customer orders the incorrect product), Miele may, at its discretion, agree to: i. accept return of the relevant product(s) from the customer if in good and original packing condition ii. provide replacement product(s) to the customer. In these circumstances, the customer must pay: i. a re-stocking fee of 10% of the price of the product(s) returned. ii. any difference between the price of the product(s) being returned and the replacement product(s) selected. The customer acknowledges that this re-stocking fee represents the costs incurred by Miele in accepting and re-stocking the returned product/s.
5.9. If the customer: i. fails to accept receipt of the product(s) upon delivery, or ii. fails to confirm a delivery date for the product(s) within 5 business days of being notified by Miele that they are ready for delivery; Miele may give the customer 5 business days’ notice period of termination of this agreement. If the customer fails to accept delivery within that notice period, this agreement is terminated on expiry of that period and Miele may charge the applicable cancellation fee in accordance with clause 4.1 and 4.2.
5.10. If Miele is unable to contact the customer after making reasonable attempts to arrange delivery, Miele may give the customer 10 business days’ notice of termination of this agreement. If the customer fails to make arrangements within the notice period, this agreement (including any order) is terminated upon expiry of that period and Miele may charge the applicable cancellation fee in accordance with clause 4.1 and 4.2.
6. PRODUCT INSTALLATION
6.1. Miele will arrange for the installation of Miele Appliances to the customer's provided that the required services are available and no structural work is required ("Miele installation").
6.2. Miele recommends that the products be installed in accordance with the Miele installation instructions that accompany each product. If a Miele product is not installed in accordance with the instruction manual, this may affect the Miele warranty offered under clause 8. A request to verify or rectify the installation of a Miele product(s) installed by a party other than Miele or a Miele Service Agent will incur a service fee.
6.3. Miele is not liable for any loss or damage to product(s) which occurs through installation of the product(s) by parties other than Miele or a Miele Service Agent.
6.4. A Miele Installation Includes: • Inspection of facilities before starting • Unpacking and preparing appliance(s) for installation • Disposal of packaging materials • Inspection of appliance(s) for any existing damage or defect • Installation of Miele stacking kits • Connection of the appliance(s) to existing electric, and/or water service (Electrical and water inlet’s must be within 1.5m of product) • The water valve (tap) must be ¾ inch male thread • Insertion of appliance(s) into cavity/niche • Remove the transit bars, level and secure the appliance(s) • Testing the appliance(s) to make sure it's performing accurately and provide a functional user demonstration A Miele Installation Does Not Include: • Connection of appliance(s) to existing gas services • Completion of structural or flooring work including the removal of access doors, securing a plinth, trimming or modifying any cabinetry (excluding to provide an inlet for the water proof system), kick panel or door panel • Fitting of reducer valves, nor the completion of any plumbing or electrical works • Tampering or modification of any Miele product including the water proof system • Carrying appliances to a different location
6.5. Prior to the date of Miele installation, the customer must ensure that all required plumbing and electrical works have been completed. Connections to the mains water supply must incorporate a mains stopcock with ¾ inch thread.
6.6. The facilities where the appliance(s) are to be installed should be inspected by the customer prior to installation to ensure that they are free from any defects or obstructions and existing appliances are removed from the niche / cavity.
6.7. The customer must advise Miele prior to the date of installation of any obstructions which may prevent or hinder the installation including, but not limited to: • Access obstructions • Lack of power / distance to power inlet • Lack of water / distance to water inlet • Other works being completed at the premises • Hazardous materials / substances located at the premises • Flooring deficiencies.
6.8. If an installation cannot be completed due to problems at site, additional charges will be applicable for rescheduling of installation.
7. OWNERSHIP AND RISK
7.1. Miele remains the owner of the product(s) until the price is paid in full to Miele and the product(s) have been delivered to the customer.
7.2. The risk of loss of or damage to the product(s) passes to the customer upon delivery. After delivery, the customer is responsible for storing the product(s) prior to any installation and is liable for any loss or damage which occurs during such storage.
8.1. Miele warrants that the product(s) will be free from defects in materials and workmanship for a period of 24 months from date of delivery.
8.2. The warranty for products purchased on the Miele UAE webshop (shop.miele.ae) is only valid inside the UAE.
8.3. Miele reserves the right to inspect and test the product(s) for the purpose of determining the extent of any defect and the validity of any claim made under this warranty. All defective parts/products replaced by Miele under this warranty will be deemed to be the property of Miele.
8.4. This Miele warranty will not apply if the product(s) is rendered faulty by a factor other than a defect in materials and workmanship. Such factors include but are not limited to: i. damage through misuse (including failure to maintain, service or use with proper care), neglect, accident or ordinary wear and tear (including deterioration of parts and accessories and glass breakage) ii. use for a purpose for which the product was not sold or designed iii. in the case of household appliances and vacuum cleaners, commercial use iv. use or installation (where applicable) which is not in accordance with any specified instructions for use or installation v. use or operation after a defect has occurred or been discovered vi. damage through freight, transportation or handling in transit (after Miele has already delivered the appliance(s) to the customer location) vii. damage through exposure to chemicals, dusts, residues, excessive voltage, heat, atmospheric conditions or other forces or environmental factors (including vermin damage) howsoever outside Miele's control viii. repair, modification or tampering with by the purchaser or any person other than Miele or an authorized Miele Service Agent ix. use of parts, components or accessories which have not been supplied by or specifically approved by Miele This warranty does not apply to consumables such as filters, lights, etc.
8.5. Customers must retain proof of purchase (receipt) in order to be eligible to make a warranty claim under this clause 8.
8.6. The Miele warranty provided under this clause is non-transferable.
9. HOW TO MAKE A WARRANTY CLAIM
9.1. Conduct a basic check of the product to establish if it is appropriately connected. It is also a good idea to check the Miele user manual. If the problem persists follow our simple claims process: i. Notify Miele who will arrange at no cost to you a warranty repair or service. Please call: +971 4 3044 999 or e-mail: email@example.com ii. Provide and make available the warranty card or a copy of the purchase receipt to show that the warranty applies to the product at the date of the claim. Please note that Miele may engage other persons or parties to assist it in fulfilling its obligations while always trying to complete repairs in the shortest amount of time possible.
10. SERVICE & SPARE PARTS
10.1. While Miele will use reasonable commercial endeavors to have all necessary spare parts available for the purpose of repair or service, Miele is not liable for delays due to sourcing of parts which are required, or due to circumstances beyond the control of Miele.
10.2. Miele has a policy of assuring the availability of spare parts and service for all Miele products for a period of not less than five (5) years following the cessation of production of the applicable product. After this period, availability of spare parts and service will depend upon the particular Miele product. Please contact Miele for more details in relation to availability of spare parts and service.
11.2. Miele may disclose personal information to its related companies and to organizations which provide services (including delivery services) to Miele or which assist Miele in providing services (including repair / warranty services) to its customers.
12. GOVERNING LAW
12.1. This agreement is subject to the laws of the United Arab Emirates.
13. DEFINITIONS 'Additional terms' means any other terms and conditions as recorded in any order confirmation or project or commercial quotation issued by Miele. 'Agreement' means the agreement entered into pursuant to clause 1.1. 'Customer' means the person or entity whose name and address appears on the order as the purchaser of the product/s. 'Miele' means Miele Appliances Ltd. Showroom 1, Eiffel 1 Building, Sheikh Zayed Road, Umm Al Sheif, P.O. Box 114782 – Dubai, United Arab Emirates. 'Order' means the order provided by the customer to Miele for the purchase of the product/s and includes an order by way of acceptance of a tender, quotation or offer made by Miele. 'Order confirmation' means the written confirmation of the order by Miele. 'Price' means the price payable by the customer to Miele for the product/s as specified in the order confirmation. 'Product(s)' means the Miele products referred to in the order.