Delivery and Installation Policy
This Delivery and Installation Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all deliveries, collections, installations, site visits, project supplies, bespoke lighting orders, online purchases, showroom purchases, payment link purchases, quotation based orders, and any product or service supplied by HEDES. By placing an order, approving a quotation, paying a deposit, accepting delivery, or permitting installation to proceed, the Customer confirms acceptance of this Policy.
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, and related products for private residences, villas, palaces, hotels, commercial spaces, showrooms, and special projects. Because many HEDES products require careful handling, technical coordination, secure access, ceiling suitability, electrical readiness, and professional installation, this Policy definesthe responsibilities of HEDES and the Customer before, during, and after delivery or installation.
This Policy must be read together with the HEDES Terms and Conditions of Sale and Use. If there is any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail, unless a signed agreement, approved quotation, or final invoice expressly states otherwise. Any special delivery, installation, storage, project, or site condition written in a quotation, invoice, approved drawing, or signed agreement shall apply to that specific order.
HEDES may provide delivery within the United Arab Emirates and selected Gulf region destinations, subject to product availability, logistics approval, destination restrictions, customs rules, access conditions, and technical suitability. Delivery outside the United Arab Emirates is subject to written approval by HEDES. International or Gulf deliveries may require additional charges for packing, customs documentation, freight, insurance, handling, clearance, local taxes, duties, storage, and destination delivery. Unless expressly agreed in writing, HEDES is not responsible for customs duties, import taxes, destination clearance charges, local government fees, or third party charges outside the United Arab Emirates.
Any delivery date or delivery period provided by HEDES is an estimate unless expressly confirmed in writing as a fixed date. Delivery timelines may be affected by product availability, production schedules, supplier timelines, customs clearance, shipping delays, payment delays, Customer approvals, site readiness, access restrictions, public holidays, weather conditions, government procedures, or circumstances beyond the control of HEDES.HEDES shall not be liable for indirect loss, project delay, opening delay, contractor delay, rent loss, business loss, reputational loss, or any consequential loss caused by delivery delay, unless such liability cannot be excluded under applicable law.
HEDES may refuse to release, dispatch, deliver, or install any product until all required payments have been received in cleared funds. For Ready Products, full payment may be required before delivery or collection. For Bespoke Products, special orders, imported products, and Project Orders, HEDES may require full payment of the agreed balance before shipment, release, delivery, installation, or handover. Any delay in payment shall automatically extend the delivery and installation timeline.
The Customer must provide complete and accurate delivery information before dispatch is arranged. This includes the full delivery address, contact person, telephone number, location pin where required, building name, villa number, floor number, access instructions, security requirements, parking information, service lift availability, working hour restrictions, community access rules, permit requirements, and the name of the authorised receiving person. HEDES is not responsible for failed delivery, delay, additional cost, product risk, or rescheduling caused by incomplete, incorrect, or late information provided by the customer.
The Customer must ensure that an authorised person is present at the delivery location to receive the product, inspect the packaging, sign the delivery document, and provide access where required. Delivery to a Customer representative, family member, employee, contractor, building reception, security desk, project manager, consultant, designer, or authorised site person shall be treated as delivery to the Customer.Once the product is delivered to the authorised location or authorised person, the Customer is responsible for the product, unless otherwise required by law or agreed in writing.
If delivery cannot be completed because the Customer is unavailable, the address is incorrect, access is refused, permits are missing, the balance payment is unpaid, the site is not ready, the building does not allow entry, parking is unavailable, the service lift is not accessible, or the receiving person is absent, HEDES may charge additional fees. These fees may include redelivery, labour, vehicle cost, waiting time, handling, storage, administration, and rescheduling charges. A failed delivery does not cancel the Customer’s payment obligation.
The Customer is responsible for ensuring safe and suitable access for the delivery team. This includes sufficient doorway width, lift size, stair access, corridor clearance, parking, loading area, service lift permission, security approval, community access, and site permission. If special lifting, external hoisting, crane service, scaffolding, additional manpower, building permit, police permit, or special access equipment is required, this must be disclosed before delivery and may be charged separately. HEDES may refuse delivery where access is unsafe, restricted, unsuitable, or likely to damage the product, property, building, or persons.
The Customer or authorised receiving person must inspect the packaging and product upon delivery. Any visible damage to packaging, missing items, wrong quantity, or apparent issue must be recorded immediately and reported to HEDES in writing with photos, videos, invoice copy, and delivery note.Visible delivery concerns should be reported as soon as possible and preferably within forty eight hours of delivery. Failure to report visible issues promptly may affect the Customer’s claim, especially where the product has been moved, unpacked, stored, handled, installed, or altered by third parties after delivery.
Risk of loss, damage, theft, breakage, mishandling, deterioration, or site related damage passes to the Customer upon delivery, collection, handover to the Customer, handover to the Customer’s representative, handover to a contractor, handover to a carrier, or arrival at the agreed site, unless otherwise agreed in writing or required by law. After delivery, HEDES is not responsible for damage caused by improper storage, movement by third parties, construction works, dust, moisture, impact, mishandling, electrical works, contractor activities, ceiling works, painting, cleaning, water leakage, fire, humidity, or site conditions.
If a product is ready for delivery or installation and the Customer delays delivery, collection, site readiness, access approval, payment, or installation scheduling, HEDES may store the product for a reasonable period. After written notice, HEDES may charge storage, handling, insurance, administration, or rescheduling fees. If delay continues for more than ninety days, HEDES may cancel the order, retain amounts necessary to cover costs already incurred, and deal with the product at its discretion, subject to applicable law and the specific order terms.
Installation is provided only where expressly agreed in writing. Installation may be included in the quotation, charged separately, or excluded depending on the product, location, ceiling condition, project requirement, and site complexity. HEDES may require a site visit, photographs, drawings, ceiling details, electrical information, access details, or contractor confirmation before approving installation.HEDES may refuse or postpone installation where the site is unsafe, incomplete, inaccessible, technically unsuitable, structurally uncertain, electrically unsafe, or different from the information provided by the Customer.
The Customer must ensure that the site is fully ready before the installation team arrives. Site readiness includes completed ceiling work, confirmed fixing point, suitable ceiling support, completed electrical points, correct power supply, clean working area, safe access, available parking, working permits, service lift access, building approval, sufficient lighting, and the presence of an authorised person for decisions and sign off. The installation area must be clear of furniture, fragile items, loose materials, construction debris, wet paint, active civil works, and any obstruction that may delay or endanger the installation.
The Customer is responsible for ensuring that the ceiling, slab, fixing point, support structure, hook, bracket, beam, false ceiling, or any supporting surface is strong enough and suitable for the product. HEDES does not accept responsibility for ceiling weakness, hidden structural defects, false ceiling failure, poor contractor work, incorrect support points, concealed damage, unsuitable anchors, building movement, or any condition that existed before installation. If ceiling reinforcement, civil work, metal support, access panel, gypsum modification, structural calculation, or contractor work is required, the Customer must arrange it separately unless HEDES has expressly agreed in writing to provide or coordinate such work.
The Customer is responsible for ensuring that the electrical supply, wiring, switches, dimmers, drivers, circuits, load capacity, earthing, voltage, and electrical points are safe, suitable, and compliant with applicable standards. HEDES is not responsible for electrical faults, voltage fluctuation, power surge, short circuit, wrong dimmer, wrong driver, weak wiring, poor earthing, overloaded circuit, third party electrical work, or hidden electrical defects.If additional electrical work is required, HEDES may refuse installation until the issue is corrected by the Customer’s qualified electrician or by a service agreed separately in writing.
Unless expressly stated in writing, HEDES installation does not include civil works, structural reinforcement, ceiling cutting, gypsum repair, painting, marble work, carpentry, major electrical modification, concealed wiring, scaffolding, crane service, external hoisting, authority permits, or removal of existing fixtures. If such work is required, it must be arranged by the Customer at the Customer’s cost. Any additional work requested on site may require a separate quotation and written approval before it begins.
If the Customer appoints contractors, electricians, interior designers, consultants, project managers, building maintenance teams, or any third party to prepare the site, move products, install products, alter products, repair products, reconnect products, or dismantle products, HEDES shall not be responsible for any resulting defect, damage, delay, failure, safety issue, or warranty loss. Unauthorised handling, movement, repair, alteration, dismantling, or installation by third parties may void the product warranty and installation warranty.
If installation cannot proceed because the site is not ready, access is refused, electrical points are incomplete, ceiling support is unsuitable, payment is pending, permits are missing, the Customer representative is absent, or the working conditions are unsafe, HEDES may reschedule the installation. Additional charges may apply for labour, transport, waiting time, storage, equipment, administration, and repeat visits.
After installation, the Customer or authorised representative may be asked to inspect the installed product and sign a completion note, delivery note, installation form, or handover document.Signing confirms that the installation has been completed in visible and functional condition, except for any written remarks recorded at the time of completion. If the Customer or authorised representative is unavailable to sign, HEDES may treat installation as completed where the product has been installed, photographed, tested where possible, and left safely at the agreed location.
Where possible, HEDES may test the product after installation. Testing depends on the availability of safe electrical supply, completed wiring, switches, drivers, dimmers, and site readiness. If testing cannot be completed because the electrical supply is unavailable, unsafe, incomplete, or controlled by a third party, HEDES may complete installation without final electrical testing. Any later visit may be chargeable unless the issue is confirmed to be caused by HEDES.
HEDES will take reasonable care during delivery and installation. However, HEDES is not responsible for pre existing damage, weak ceilings, poor wall conditions, fragile finishes, concealed defects, unsafe site conditions, third party works, loose marble, weak plaster, wet paint, dust contamination, hidden wiring, hidden pipes, or conditions not visible before installation. The Customer must inform HEDES in advance of any fragile surface, expensive finish, concealed service, special material, restricted access, or risk area.
Removal of existing chandeliers, lights, fittings, brackets, wiring, ceiling plates, or decorative elements is not included unless expressly agreed in writing. If HEDES agrees to remove an existing fixture, HEDES shall not be responsible for hidden defects, old wiring, weak fixing points, ceiling damage, paint marks, discoloration, previous drilling marks, or damage caused by the condition of the existing fixture or installation.
Unless agreed otherwise, HEDES may leave original packaging, crates, cartons, protection materials, or spare parts at the site after delivery or installation. Removal of large crates, packaging waste, old fixtures, construction waste, or site debris may be charged separately where applicable. Customer Changes On Site Changes requested during delivery or installation may not be accepted immediately. Any change to height, position, quantity, layout, finish, installation method, electrical arrangement, ceiling location, or technical specification may require written approval, additional payment, revised drawings, revised timing, or a separate visit. HEDES may refuse changes that are unsafe, technically unsuitable, inconsistent with approved specifications, or likely to damage the product.
For Bespoke Products and Project Orders, delivery and installation may be phased according to production, shipment, site readiness, payment schedule, or project coordination. The Customer is responsible for ensuring that project schedules, contractor timelines, ceiling works, electrical works, and site access are aligned with the HEDES delivery and installation plan. HEDES shall not be liable for delays caused by contractors, consultants, designers, building management, authorities, unfinished works, late approvals, changed drawings, delayed payments, or site conditions. Customer Collection Where Customer collection is approved by HEDES, the Customer is responsible for arranging suitable vehicle, manpower, protection, loading, transport, insurance, and safe handling. Risk passes to the Customer upon handover at the showroom, warehouse, or agreed collection point. HEDES is not responsible for damage caused after collection by poor transport, loading, unloading, storage, handling, or third party installation.
Products must be stored in a clean, dry, secure, indoor, temperature appropriate location. Products must not be exposed to water, humidity, dust, paint, chemicals, impact, construction works, outdoor conditions, direct heat, or heavy objects. Improper storage may void warranty and may prevent HEDES from accepting any damage claim.
The Customer must follow all care, cleaning, usage, and maintenance instructions provided by HEDES. Products should not be cleaned with harsh chemicals, excessive moisture, abrasive materials, unsuitable cloths, or unapproved cleaning agents. Only qualified persons should handle electrical parts, drivers, wiring, dimmers, bulbs, and technical components.
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, project, business, commercial, reputational, or consequential loss arising from delivery, installation, delay, site conditions, access issues, contractor works, or Customer supplied information. Where limitation is permitted by law, HEDES’ total liability for delivery or installation shall not exceed the amount paid by the Customer for the specific delivery or installation service giving rise to the claim. Nothing in this Policy excludes liability that cannot be excluded under applicable law.
HEDES shall not be responsible for delay or failure caused by events beyond reasonable control, including customs delay, shipping delay, supplier delay, traffic disruption, government restriction, public holiday, severe weather, fire, flood, labour disruption, material shortage, border delay, authority action, accident, civil disturbance, power failure, cyber incident, or any similar event.In such cases, HEDES may extend the timeline, reschedule delivery or installation, offer alternatives, or suspend performance until the issue is resolved.
For delivery, installation, site readiness, scheduling, or after sales enquiries, the Customer may contact: HEDES Customer Care [Insert full legal company name] Hedes Building, Sheikh Zayed Road, Dubai, United Arab Emirates Email: [Insert email] Telephone and WhatsApp: [Insert number] Website: www.hedes.com