Terms and conditions

Terms And Conditions

Last updated: 26 July 2025

All orders and purchases made through this website are subject to the Online Shopping Terms and Conditions outlined below. These Online Shopping Terms and Conditions may change from time to time without prior notice and at our discretion. Tobysouq.com is owned and part of Long Term General Trading LLC , a Dubai based Limited Liability Company.

Contract between us and the customer

When you place an order to purchase items using our website this is an offer by you to us to purchase those items. We will confirm receipt of your order by contacting you on your phone or mobile number and sending you an email summarizing the details of your order (“Order Confirmation email”). The contract between us is formed at the point we send the Order Confirmation email in respect of those items mentioned in the email. If your order contained a number of items and the Order Confirmation email mentions on some of them, those items which have yet to be dispatched to you do not form part of that contract.

Hours of Operation

Working Hours: Monday thru Saturday: 8:00 am to 6:00 pm
Weekends and Holidays: Sunday and Public Holidays

Contact us phone orders and customer care phone number +971 429-41887
Tobysouq.com business working days are Monday to Saturday, excluding holidays

Disclaimers

All product specifications, images and other information published on our website have either been made accessible by suppliers, manufacturer’s, publications, publicists, or been gathered from public-domain sources. The intention of Tobysouq.com is that all information on the website should be as accurate and up to date as possible. However, Tobysouq.com cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual. & We will not trade with or provide any services to OFAC and sanctioned countries
All delivery times are estimates only and some products may take longer due to circumstances beyond our control.
Customer using the website who are Minor /under the age of 18 shall not register as a User of the website and shall not transact on or use the website.
Our Customer Care and Service Centre will contact you with expected delivery days and time upon receipt of your order.
Cardholder must retain a copy of transaction records and Merchant policies and rules.
User is responsible for maintaining the confidentiality of his account.
Please note some products may take longer due to shortages from the manufacturers. Our call center will advise you of this upon receipt of order.
The Laws of the United Arab Emirates shall govern the use of the Site and the Terms of Use, without regards to conflict of laws principals. All disputes arising in connection therewith shall be heard only by a court of competent jurisdiction in U.A.E.
We accept payment by Visa or Mastercard debit and credit cards in AED for products and services.

Your Profile

You will need to register with us to purchase items using our website. You are responsible for maintaining the confidentiality of your account username and password and for preventing unauthorized access to your profile. You agree to accept responsibility for all activities that occur under your account or password. Please take all necessary steps to ensure that the username and password is kept confidential and secure. Please inform us immediately by phone if you have any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorized manner. Please ensure the details you provide us with on registration are correct and complete and inform us immediately of any changes to those details (e.g. change of email or postal address). You can access and update your registration details using the ‘My Account’ area of the website. We reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion.

Product Availability

At Tobysouq.com we carry huge stock holdings of products at our Distribution Center to ensure speedy delivery of your ordered items. However, under certain circumstances if a product is unavailable, the customer will be informed about the same.

Prices

Products are invoiced in UAE Dirham (AED). Delivery is charged extra. Please refer to Delivery Information on this site for details. Although we try to ensure that all prices on the website are accurate, errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as possible. You will have the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled. Prices displayed on the Website apply to online purchases only. They are not indicative of the price of identical items purchased at any other store or by any other means. We reserve the right to update prices displayed on the website from time to time and once updated, they cannot be claimed against an order that has already been confirmed or delivered.
While Tobysouq.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. Tobysouq.com cannot confirm the price of a product until after you order. In the event that a product is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Tobysouq.com shall have the right, at our sole discretion, to refuse or cancel any orders placed for that product, unless the product has already been dispatched. In the event that an item is wrongly priced, Tobysouq.com may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Unless the product ordered by you has been dispatched, your offer will not be deemed accepted and Tobysouq.com will have the right to modify the price of the product and contact you for further instructions using the e-mail address provided by you during the time of registration, or cancel the order and notify you of such cancellation. In the event that Tobysouq.com accepts your order the same shall be debited to your credit card account and duly notified to you by email that the payment has been processed. The payment may be processed prior to Tobysouq.com dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit card account. No cash disbursement shall be made under any condition whatsoever

Changes in Price and Availability

Tobysouq.com may change the price of any item on the site from time to time as it sees fit. Prices are subject to change without notice. Tobysouq.com will not issue refunds in the event that a price decrease occurs after a customer has made a purchase. Tobysouq.com does not guarantee that any item will be in-stock or that any item will continue to be carried. Selection of inventory will change as Tobysouq.com sees fit and is subject to change without notice.

What do I need to know when receiving my order?

Carefully read the information below regarding the proper handling of your new equipment. Following these guidelines will make your experience with our Customer Care easier and more pleasant and will help expedite any transactions.

Upon receipt of your new merchandise, please inspect it carefully as to its contents and condition.

All claims for damaged or missing items MUST be reported to Tobysouq.com within twelve (12) business hours of receipt of merchandise. In the event your package arrives damaged, it is the responsibility of the customer to contact Tobysouq.com and inform about it. Tobysouq.com will then investigate the matter and authorize either a full refund or replace the unit if the claim or complaint deems fit. All packaging MUST be retained until the problem has been resolved. Please DO NOT damage the manufacturer’s packaging. Please DO NOT fill out the manufacturer’s warranty cards until you are absolutely sure you want to keep your merchandise.

Payment

You may pay for the items which you order Online by providing your credit/debit card at the time of delivery and your card will be charged using WooPay Integration Platform. This platform uses a state of the art Secure Online Payment Gateway Technology and authorizes (or declines) the transaction. If we get a valid authorization, your card issuer will hold this value expecting a charge from us. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order. Please note that we cannot guarantee the security of your data when you send us confidential information by Email. Accordingly please do not send us payment information using Email. For details of the security measures we employ, please read our Privacy Policy. We cannot be held liable for any losses caused as a result of unauthorized access to the personal and transaction information you provide to us when placing an order. In order to protect the website visitors to the best of our knowledge, we implement several security policies and certificates. These layers of protection could be by-passed if the user’s computer is/was infected with a virus or malicious software. Tobysouq.com or its associated partners and employers cannot be held responsible in such a scenario or circumstance.
We also accept payments by Cash on Delivery.

Delivery

Please note that if you order a number of items for delivery to the same address, they may be dispatched separately, and we cannot guarantee delivery of all the items on the same day. We make every effort to dispatch items on time. If we are unable to deliver the items within our normal timeframe, we will inform you about the same well in advance. Cancellation fee (if applicable) will be deducted prior to refunding the amount. If the items are not delivered within the time period we specify in the Order Confirmation Email, please contact our Customer Care Department quoting the order number contained in your Order Confirmation Email. Delivery occurs when the items are delivered to the delivery address you specified when placing your order. After this point, responsibility for loss, breakage and damage passes to you. Ownership of items purchased does not pass to you until payment is received by us in full.
We do offer Free delivery inside UAE on some products,

Product Information

The hampers and gift boxes photographed may contain varied contents as they are subject to availability.

After clicking “Submit Order “you agree and accept the following terms & conditions:
You will provide valid and true details to an Tobysouq.com Customer Care agent, who will contact you on your mobile phone to confirm the order and delivery details.
Your Order status can be tracked online through the “See Orders” link after logging into your account.
You are requested to get in touch with the respective brand service centers, directly in case of any service or warranty related issues and our Customer Care Centers will provide you the contact details to do the same. Nevertheless, we can coordinate any service & warranty related issues on your behalf and get the issue resolved, if you prefer to do so.
Please make necessary arrangements for payments (if it is Cash on Delivery or Credit / Debit Card Order) and authorize an individual to accept the goods in your absence.
Tobysouq.com will NOT visit your location more than THREE (3) times per order; all further attempts will be charged extra.
If the order is cancelled within 24 hrs. of placing the order, no cancellation charges will apply (Order has to be cancelled either by email – support@tobysouq.com or by calling out Customer Care Phone Number +971 429-41887
All refunds will be made within 14 days through the same mode of payment received. Cancellation and other charges may apply and will be deducted.
Prior to breaking the factory seal, please ensure that the model number on the packing / carton matches YOUR ORDER.
Goods broken open from the factory packing or switched on cannot be accepted for EXCHANGE or REPLACEMENT.
In case the goods are DAMAGED or INCOMPLETE or INCORRECT – please inform Tobysouq.com (by email or phone) within 12 hrs. of delivery.

Delivery Guidelines/Information

Shipping information some of our products are shipped directly from our vendors and manufacturers. Because of this arrangement the items in your purchase may be shipped separately.

Warranties & Repair

All items sold by Tobysouq.com are warranted solely by the manufacturer/distributor/supplier. All items needing repair should be sent to the manufacturer/distributor/supplier directly for service or warranty claim. Tobysouq.com is not liable if the manufacturer/distributor/supplier fails to perform warranty services. Tobysouq.com reserves the right to inspect the item prior to approving replacement under warranty.

Tobysouq.com also provides an extended warranty which varies from item to item, which is only applicable at the point of purchase.
Tobysouq.com will not be responsible for any consequential or incidental damage resulting from the sale or use of any merchandise purchased from us. Tobysouq.com’s liability is limited to the monetary value of the merchandise.
Alterations to this Website and Terms and Conditions We reserve the right at any time to make changes to this website, these Online Shopping Terms and Conditions, Privacy Statement and such other policies as we may notify you of. You will be subject to the policies and terms and conditions in force at the time you use the website or order items from the website. Changes which we are required to make by law could apply to orders which you have already made. If any of the terms and conditions forming the contract between us is deemed invalid, void or unenforceable for any reason, it will be deemed severable and not affect the validity and enforceability of the remaining terms and conditions.
What is not covered? This warranty does not cover defects resulting from improper or unreasonable use or maintenance, failure to follow operating instructions, accident, excess moisture, insects, lightning, power surges, connections to improper voltage supply, unauthorized alteration or modification of original condition, damages caused by inadequate packing or shipping procedures, loss of, damage to or corruption of stored data, damages caused by use with third-party products/applications, product that requires modification or adaptation to enable it to operate in any country other than the country for which it was designed, manufactured, approved and/or authorized, or repair of products damaged by these modifications; and products purchased from unauthorized dealers.

Privacy

Any information submitted on the website is subject to our Privacy Policy, the terms of which are incorporated herein. Please review our Privacy Policy to understand our practices.

Copyright

All content included on the Tobysouq.com website, including text, graphics, logos, designs, photographs, button icons, images, audio/video clips, digital downloads, data compilations, and software, is the property of Long Term General Trading LLC., Dubai, UAE or its suppliers and is protected by UAE and international copyright laws. The compilation of all content on this site is the exclusive property of Tobysouq.com and protected by UAE and international copyright laws. They should not be reproduced or used without express written permission from Long Term General Trading LLC., Dubai, UAE

Trademarks

All Tobysouq.com graphics, logos, page headers, button icons, scripts and service names are trademarks or trade dress of Tobysouq.com. Tobysouq.com trademarks and trade dress may not be used in connection with any product or service that is not Tobysouq.com, in any manner that is likely to cause confusion among customers or in any manner that disparages or discredits Tobysouq.com. Any images of persons or personalities contained on the Tobysouq.com website shall not be an indication of endorsement of any particular product or our service unless otherwise specifically indicated here.

Limitations on Use

Unless otherwise specified, the content on the Tobysouq.com website is for your personal and non-commercial use and we grant you a limited license to view the Tobysouq.com website for that purpose. You may not download (other than through page caching necessary for personal use), modify, copy, distribute, transmit, display, perform, reproduce, duplicate, publish, license, create derivative works from, or offer for sale any information contained on, or obtained from, the Tobysouq.com website without our express written consent. Any unauthorized use of the Tobysouq.com website or its contents will terminate the limited license granted by us to you.