Terms & Conditions

Melody Carpet is a UAE-based rug retailer offering handmade and machine-made rugs through its website, sales channels and physical branches.

References to “Melody Carpet”, “we”, “us” or “our” mean the business operating the Melody Carpet brand. References to “customer”, “you” or “your” mean the person accessing the website, making an enquiry or purchasing a product.

By using this website or placing an order, you agree to be legally bound by these Terms & Conditions. If you do not agree, you should not use the website or complete a purchase.

You must have legal capacity to enter into a binding transaction. Where an order is placed on behalf of a company, project, client or another person, you confirm that you are authorised to do so.

You may use the website only for lawful personal or business purchasing purposes.

You must not:

• Use the website for unlawful, fraudulent or abusive activity
• Attempt to interfere with the website, checkout or security systems
• Copy, scrape, reproduce or commercially exploit website content without permission
• Upload malicious code or attempt unauthorised access
• Provide false, misleading or incomplete information
• Use our photographs, descriptions or branding to misrepresent products or affiliation

We make reasonable efforts to provide accurate product descriptions, dimensions, materials, colours, origin information, photographs and availability.

Product images are illustrative. Colour may vary because of lighting, photography, device screens and rug pile direction. Small dimensional differences may occur, particularly with handmade rugs.

Customers should request additional photographs, videos, measurements or product information before ordering where a specific detail is essential.

Handmade rugs may contain natural variations in dimensions, colour, weave, pattern, texture, pile, shape and symmetry. These variations are characteristic of handmade production and do not automatically constitute defects.

Natural fibres and certain rug constructions may also display shedding, shading, abrash, pile reversal or other material characteristics.

Prices are displayed in the currency shown on the website and may include or exclude taxes depending on the applicable checkout display and transaction.

We may correct typographical, pricing, promotional, technical or product information errors at any time. If an obvious error affects an order, we may contact the customer to confirm the correct terms or cancel and refund the affected payment where appropriate.

Prices, promotions and availability may differ between online channels and physical branches unless stated otherwise.

Submitting an order or payment request does not automatically mean that the order has been accepted. An order becomes binding only when Melody Carpet confirms it.

We may refuse or cancel an order where:

• The product is unavailable or already sold
• Payment cannot be authorised or verified
• There is an obvious pricing or product information error
• The delivery destination or request cannot reasonably be fulfilled
• Fraud, misuse or unauthorised activity is suspected
• The order would breach applicable law or restrictions

Certain handmade and limited-stock rugs are unique items. Website display does not guarantee availability until the order and payment are confirmed.

Reservations are subject to written confirmation and may require a deposit. Unless otherwise agreed, an unpaid item is not considered reserved.

Payment must be made using an approved method communicated at checkout, through our sales team or at a branch.

Customers confirm that they are authorised to use the selected payment method. Bank-transfer orders are confirmed only after cleared funds are received and verified.

Third-party payment providers may apply their own terms, eligibility checks, processing times and security requirements.

Custom-made, resized, altered, personalised, colour-customised and specially sourced products may require a deposit or full advance payment.

Production times are estimates and may vary according to design complexity, material, size, quantity and supplier conditions.

Once production, alteration or sourcing has started, cancellation or modification may not be possible. Custom and special orders are final except where mandatory legal rights apply.

Complimentary standard delivery is available across all seven Emirates of the UAE. Non-standard services such as specialist installation, lifting equipment, difficult access, furniture moving or repeated delivery attempts may incur additional charges.

Delivery dates are estimates unless guaranteed in writing. Full details are set out in our Shipping & Delivery Policy.

Worldwide shipping may be arranged subject to courier availability, destination laws and import restrictions.

Unless expressly agreed otherwise, the customer is responsible for international freight, insurance, customs duties, import taxes, clearance fees, local handling, storage and final-mile delivery costs.

The customer is responsible for confirming that the product may legally be imported and for providing documents required by customs or local authorities.

Customers must provide accurate delivery details and ensure safe and sufficient access through entrances, corridors, lifts, stairs and room openings.

Customers are responsible for confirming that the rug size is suitable for the property and intended space.

Additional charges may apply where delivery fails because of incorrect information, unavailable recipients, restricted access, missing approvals or unsafe conditions.

For delivered orders, the customer or authorised recipient must inspect the rug while the delivery team is present. For branch collection, inspection must take place before the rug leaves the showroom.

Visible damage, an incorrect item or an incomplete order must be reported immediately and the affected product should not be accepted.

Acceptance of the product confirms that no visible issue was recorded at handover, without limiting any mandatory rights concerning a genuine hidden defect.

Due to the nature, dimensions and handling requirements of rugs, all sales are final after inspection and acceptance.

Melody Carpet does not provide returns, exchanges, refunds or store credit for change of mind, personal preference, incorrect size selection, colour preference, décor suitability or other non-defect reasons.

Full details are set out in our Returns, Exchanges & Refund Policy . Nothing in these terms limits any right that cannot legally be excluded under applicable UAE consumer protection law.

After delivery or collection, the customer is responsible for appropriate handling, use, cleaning, storage and maintenance.

Melody Carpet is not responsible for damage caused by incorrect cleaning, moisture, spills, pets, insects, sunlight, heat, sharp objects, furniture movement, improper storage, misuse or normal wear and tear.

Promotions and discount codes are subject to their stated validity period, eligibility, product exclusions and availability.

Unless expressly stated, offers cannot be combined, exchanged for cash or applied retrospectively to completed purchases.

The Melody Carpet name, branding, website design, photographs, videos, graphics, product descriptions and other original content are owned by or licensed to Melody Carpet.

Content may not be reproduced, distributed, modified, republished or used commercially without prior written permission, except where permitted by law.

The website may use or link to third-party services such as Shopify, payment providers, delivery companies, maps, social platforms or external websites.

Those services operate under their own terms and privacy practices. Melody Carpet is not responsible for independent third-party content, availability or conduct, except to the extent responsibility cannot legally be excluded.

We aim to keep the website available and accurate but do not guarantee uninterrupted, error-free or completely secure access.

We may suspend, update or modify the website for maintenance, security, operational or business reasons.

To the maximum extent permitted by applicable law, Melody Carpet is not liable for indirect, incidental, special or consequential loss arising from website use, delayed delivery, misuse, incorrect measurements, décor incompatibility or circumstances outside our reasonable control.

Nothing in these Terms & Conditions excludes or limits liability or consumer rights where exclusion or limitation is prohibited by UAE law.

Melody Carpet is not responsible for failure or delay caused by events beyond its reasonable control, including severe weather, road closures, transport disruption, customs delay, government action, supplier interruption, labour disruption, system failure, public emergency or similar events.

We will make reasonable efforts to communicate material delays and resume performance when reasonably possible.

Personal information is handled in accordance with our Privacy Policy and applicable data-protection requirements.

By submitting information, you confirm that it is accurate and that you are authorised to provide it. Please review our Privacy Policy for further details.

We may update these Terms & Conditions to reflect legal, operational, commercial or website changes.

The version published on the website at the time of use or purchase will apply, subject to any separately agreed written terms.

If any provision is found invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A delay or failure by Melody Carpet to enforce a provision does not waive the right to enforce it later.

These Terms & Conditions are governed by the applicable laws of the United Arab Emirates.

The parties should first attempt to resolve concerns in good faith by contacting Melody Carpet. Where a dispute cannot be resolved, it may be referred to the competent authorities or courts in the UAE, subject to applicable consumer rights and jurisdiction rules.

For questions about these Terms & Conditions, an order or a product, contact Melody Carpet:

• WhatsApp: +971 56 415 3555
• Email: [Insert customer service email]
• Branch 1: Etihad Mall
• Branch 2: Art of Living Mall