Elite Horizon Terms and Conditions

The current version of these terms is published at www.ehdxb.com/about-us/terms-of-trade.

These Terms and Conditions apply to all purchases and trade sales with Elite Horizon General Trading LLC ("Elite Horizon", "we", "us"). Please read them carefully before ordering. By placing an order, or by accepting delivery of goods from us, you accept these Terms.

If you have any questions, contact us at sales@ehdxb.com or call +971 4 330 1043.

Natural, Handmade & Variable Products: Please Read

A significant part of our portfolio consists of natural, agricultural, handmade or batch-produced goods, including but not limited to firewood, charcoal, lumpwood, briquettes, wood chips, wood chunks, pellets, kindling, and other timber, plant-based or naturally sourced materials. By their nature, these products are not uniform and cannot be guaranteed to be identical between batches, deliveries, or individual units.

The following characteristics are inherent to natural and batch-produced goods and are expressly not defects and not grounds for rejection, claim, return, or compensation:

Variation in size, length, width, thickness, weight, density and piece count within a bag, pallet or consignment;
Variation in colour, grain, bark, skin, knots, texture and appearance;
Variation in moisture content, seasoning, dryness and resulting smoke, spark or burn characteristics, which are affected by species, season, storage and ambient humidity;
Natural presence of dust, fines, offcuts, splinters, resin or minor debris;
Differences between goods and any photograph, sample, illustration or previous delivery, which are indicative only.

Where we supply a photograph or physical sample and you confirm or proceed with an order on that basis, or where you or your representative inspect or approve goods (including by image) before dispatch, that approval is final and you waive any subsequent claim relating to the approved characteristics.

Firewood, charcoal and similar fuels are sold as naturally variable products. A change in smoke, dryness, size or appearance between one batch and the next reflects the nature of the material and does not constitute a change in grade, a defect, or a breach of contract.

Terms of Sale: Consumer Orders (B2C)

These Terms apply to purchases by consumers from Elite Horizon General Trading LLC, including orders placed on our online store at ehdxb.ae (ehdxb.com is our trade catalogue and does not take online orders). They are consistent with the Terms and Conditions and the Delivery and Returns Policy published on ehdxb.ae, and should be read together with the "Natural, Handmade & Variable Products" section above, which forms part of these Terms.

1. Agreement to terms

By placing an order with us, you agree to be bound by these Terms. Please read them carefully before you order. The version of these Terms in force on the date we accept your order governs that order. Nothing in these Terms affects your rights as a consumer under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. If anything in these Terms conflicts with those rights, your statutory rights apply.

2. Product descriptions

We strive to ensure all product details, descriptions, and images are accurate. Images and descriptions are illustrative only; minor variations may occur due to ongoing product improvements, supply changes, or the natural characteristics described above.

3. Order acceptance and fulfilment

Orders are subject to acceptance and availability. No contract is formed until we accept your order.
We reserve the right to refuse or cancel orders at our discretion, including where a price or description is shown in error, in which case we will refund any sum paid.
You can cancel your order free of charge at any time before it is dispatched. Once it is dispatched, we will email you tracking details (where applicable) and the returns terms in section 5 apply.

4. Delivery

Delivery will be made to the address specified at checkout.
Estimated delivery timelines are provided during checkout but are not guaranteed, and we are not liable for delays outside our reasonable control.
We deliver to every emirate in the UAE. For delivery to other GCC countries, please contact us before ordering. Delivery charges and timings are set out in the Delivery and Returns Policy on ehdxb.ae.
Please inspect your items on arrival and report any damage, shortage or missing items within 48 hours of delivery, with photographs, so we can put it right quickly. Faults that appear later are covered by section 6 and by your statutory rights.

5. Returns and exchanges

These returns terms match the Delivery and Returns Policy on ehdxb.ae and are in addition to your statutory rights.

You may return most items within 14 days of delivery if you change your mind, provided they are unused, in their original condition and packaging, and returned with proof of purchase. Return delivery for a change of mind is at your cost.
To start a return, contact sales@ehdxb.com with your order number, proof of purchase and, for a faulty or damaged item, photos or a video showing the issue.
Items that are faulty, damaged on arrival, not as described or sent in error will be repaired, replaced or refunded at no cost to you, including return delivery. Approved refunds go back to your original payment method and can take 5 to 10 working days to appear on your statement. You can ask for an exchange instead of a refund.
The following cannot be returned for a change of mind: used bottles, cups and other drinkware (for hygiene reasons), gift cards and clearance items. Natural variation in the products described above is not a fault.
For hygiene, safety and quality reasons, charcoal, firewood, pellets, fuel and other consumables cannot be returned once opened or used, unless they are faulty.

6. Warranty

Where a product page states a warranty period, that period applies. Otherwise, unless a manufacturer's warranty applies, products are covered for 5 working days from delivery against manufacturing defects. This does not reduce any warranty or remedy you are entitled to under UAE consumer protection law.
Where a product carries a manufacturer's warranty, that warranty applies on the manufacturer's terms and we will assist you in making a claim.
The warranty excludes damage due to misuse, neglect, improper storage, accident, or normal wear, and excludes the natural characteristics described above.
To make a claim, use the warranty claim form on our website or email sales@ehdxb.com. We aim to respond within 1 to 2 business days. Where a claim is valid, we will repair, replace or refund the product in line with your statutory rights.

7. Pricing and payment

All prices are shown in AED and include VAT where applicable.
Payment is due in full when you place your order, unless you choose an instalment option offered at checkout (such as Tabby), in which case that provider's terms also apply.

8. Safety and correct use

Many of our products (including fuels, heaters, grills and electrical goods) must be used strictly in accordance with the manufacturer's instructions and safety warnings. You are responsible for safe use, storage, ventilation and supervision. We accept no liability for injury, loss or damage arising from misuse or failure to follow instructions.

9. Risk and title

Risk passes to you upon delivery.
Ownership remains with us until full payment has been received and cleared.

10. Intellectual property

All brand names, images, and content on our website are the property of Elite Horizon or its licensors and may not be used without our written permission.

11. Liability

Nothing in these Terms excludes or limits any liability, or any right you have as a consumer, that cannot lawfully be excluded or limited, including your rights under Federal Law No. 15 of 2020 on Consumer Protection and our liability for death or personal injury caused by our negligence. Subject to that, we are not liable for indirect or consequential loss that was not reasonably foreseeable when you placed your order and, where the law allows a limit, our liability for any product is limited to the price you paid for it.

12. Governing law

These Terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. Disputes are subject to the exclusive jurisdiction of the Dubai courts. This does not affect your right to make a complaint to the UAE consumer protection authorities.

Terms of Sale: Wholesale & B2B Orders

These Terms apply to all trade sales between Elite Horizon General Trading LLC ("Elite Horizon", "we", "us") and its business customers ("the Customer"). They should be read together with the "Natural, Handmade & Variable Products" section above, which forms part of these Terms.

1. Scope and incorporation

These Terms govern all quotations, orders, and sales, and are incorporated into every contract by reference on our quotations, order confirmations, invoices, delivery notes, and website.
These Terms override any conflicting terms put forward by the Customer (including on any purchase order), unless we expressly agree otherwise in writing signed by an authorised representative.
The version of these Terms in force at the date we accept the Customer's order governs that order. We may update these Terms from time to time; changes do not apply retroactively to accepted orders.
No variation to these Terms is binding unless recorded in writing and signed on our behalf. Nothing said or done by our staff by email, phone or messaging varies these Terms unless expressly stated to do so.

2. Quotations and orders

All quotations are valid for 30 days unless stated otherwise, and are invitations to order, not offers.
A binding contract arises only when we accept or confirm the Customer's order in writing or through our order system.
The Customer is responsible for ensuring the accuracy of its order, including product codes, quantities, and specifications.

3. Product specifications, natural variation & samples

Descriptions, weights, dimensions, images, and samples are approximate and indicative only, and do not form part of the contract unless expressly agreed in writing as a binding specification.
The natural, handmade and batch-variation characteristics set out in the highlighted section above apply in full to trade sales and are not defects or grounds for claim.
Where the Customer (or its own client or end customer) approves a sample, photograph, or pre-dispatch inspection, that approval is final and binding, and the Customer waives any claim relating to the approved characteristics.
We reserve the right to adjust specifications to comply with regulations or improve performance, and to substitute equivalent or better alternatives.
The Customer is responsible for satisfying itself that the goods are suitable for its own customers and intended use. We give no guarantee that goods will match any expectation of the Customer's end client that has not been agreed with us in writing.

4. Distributed & third-party brands

Where we supply goods manufactured by third parties, those goods are supplied subject to the manufacturer's own specifications, warranties, and limitations. Our liability for such goods is limited to passing through any remedy actually recovered from the manufacturer, and we are not the manufacturer or guarantor of those goods.

5. Delivery, incoterms & tolerances

Unless expressly agreed otherwise in writing, all goods are supplied Ex Works (EXW, Incoterms® 2020) from our Dubai warehouse. The Customer arranges and bears all costs and risk of collection, freight, export, import, duties, and clearance.
We do not arrange, insure, or bear responsibility for onward transport, cross-border movement, or any return freight, unless separately agreed in writing.
Quantities and counts may vary by ±5% due to manufacturing, packing, or natural tolerances, and delivery within this tolerance is full performance.
The quantity recorded at our point of dispatch is conclusive evidence of the quantity supplied, absent clear photographic proof to the contrary provided within the claims window below.
Delivery dates are estimates. Delays due to customs, shipping lines, supply, or force majeure do not constitute breach, and time is not of the essence.
Risk passes to the Customer on collection or delivery (or when goods are made available for collection), whichever is earlier.

6. Inspection and claims

All goods must be inspected on delivery or collection.
Claims for shortages, damage, or defects must be notified in writing within 2 working days of receipt, with full supporting evidence (order details, proof of purchase, and clear photographs or video of the goods and packaging as received, including of the full pallet where quantity is disputed).
Goods not rejected within this window, or which have been used, further processed, de-palletised, re-packed, onward-shipped, or delivered to a third party, are deemed accepted, and no claim will be entertained thereafter.
The Customer must hold the goods available for our inspection and must not return them without our prior written authorisation.
Raising a claim does not entitle the Customer to withhold payment of any undisputed amount.

7. Returns policy

Returns are accepted only for goods confirmed by us to be genuinely defective or mis-delivered, and only with prior written authorisation.
Approved returns must be shipped back in original packaging within 7 days of authorisation, at the Customer's cost and risk unless we agree otherwise in writing.
Credit or replacement is issued only against goods actually received back and verified by us, in the quantity and condition confirmed on receipt.
Natural, consumable, or fuel products that have been opened, used, de-palletised, or removed from original packaging are not returnable except where genuinely faulty.

8. Warranty

Unless a manufacturer's warranty applies, goods are warranted for 5 working days against manufacturing defects only.
The warranty excludes misuse, negligence, improper storage or handling, failure to follow guidelines, and all natural / batch variation described above.
Where a valid claim is established, our remedy is, at our sole discretion, repair, replacement, or credit of the price of the affected goods. This is the Customer's sole and exclusive remedy.

9. Pricing and payment

Prices are subject to change due to factors such as raw material costs, FX rates, or freight rates, and exclude VAT, duties, and delivery unless stated.
Payment terms are 30 days from invoice date, unless otherwise agreed in writing. Time for payment is of the essence.
We may set off any credit due to the Customer against any sum the Customer owes us. The Customer may not withhold or set off any amount without our written agreement.
Late payment may result in interest on overdue sums, suspension of deliveries, and withdrawal of credit facilities.

10. Risk and title

Risk transfers on collection or delivery as set out above.
Title remains with Elite Horizon until we have received cleared payment in full of all sums owed by the Customer on any account. Until then we may recover the goods, and the Customer must store them separately and identifiably.

11. Cancellations

Once accepted, orders cannot be cancelled without our written agreement.
Cancelled orders may incur restocking fees or charges for costs incurred, including special-order, storage, and handling costs.

12. Compliance, resale & end use

The Customer is responsible for compliance with all laws applicable to the import, registration, labelling, storage, resale, and use of the goods in the Customer's territory, including any product registration, safety, or regulatory approvals.
The Customer indemnifies us against any claim arising from the Customer's onward sale, mislabelling, misuse, or non-compliant handling of the goods.

13. Limitation of liability

Nothing in these Terms excludes liability that cannot lawfully be excluded.
Subject to that, we are not liable for any indirect, incidental, or consequential loss, or for loss of profit, revenue, business, goodwill, reputation, or any liability the Customer owes to its own clients or end customers.
Our total aggregate liability arising out of or in connection with any order is limited to the invoice value of the specific goods giving rise to the claim.

14. Insolvency

If the Customer becomes insolvent, enters any arrangement with creditors, or is unable to pay its debts, we may terminate pending orders, repossess any unpaid goods, and withhold further deliveries, without liability.

15. Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including acts of God, weather, war, civil unrest, pandemic, port or border closures, shipping-line failures, customs action, strikes, supply shortages, or regulatory change.

16. Use of branding

Use of Elite Horizon brand names, trademarks, or images requires prior written approval. Unauthorised use may result in legal action.

17. General

If any provision is found unenforceable, the remainder continues in full force.
Our failure to enforce any term is not a waiver of it.
These Terms are the entire agreement between the parties and supersede any prior understanding, and no representation not set out in writing is relied upon.

18. Governing law

These Terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. Disputes are subject to the exclusive jurisdiction of the Dubai courts.