Terms & Conditions

By using or submitting an order (and any subsequent orders) on this website or application you are agreeing to the Terms & Conditions that appear below. Please read them carefully.

These Terms & Conditions were most recently updates on 19/12/2019 and will apply to sales to consumers.

If you are a business then different Terms & Conditions will apply to you. Please call our call centre on +96892227392 to change your registration. If it appears to us that you are a business then we will change your registration to a business account and our Business Purchase Terms & Conditions will apply to your order(s) from us. We will inform you by email of any such changes we make to your registration.

 

 

1. These Terms

2. Information about us

3. Purchase Contract

4. Products

5. Defective Products  

6. Price and Payment 

7. Delivery  

8. Amendments to Orders & Cancellation Rights

9. Cancellation of Deliveries & Suspension of your Account  

10. Customer Complaints  

11. Warranty & Liability 

12. Privacy 

13. General

 

 

  1. THESE TERMS 

1.1 These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.

1.2 This website is operated by Sayan LLC, known as Drewel (“Company”, “we”, “us”, “our”). By using the Drewel.om website you are bound by these Terms & Conditions. All use and purchase made on this website are governed by these Terms & Conditions at any time although the Terms & Conditions governing any given use or purchase will be those in effect at the date of your order or specific use. If you use or order goods after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise Terms & Conditions applicable to your site visit or purchase. To assist you in determining whether the Terms & Conditions have changed since your most recent order we will display the date when these Terms & Conditions were most recently updated.

1.3 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

 

 

  1. INFORMATION ABOUT US

2.1 Sayan LLC is a company registered in The Sultanate of Oman. Our company registration number is 1278412 and our registered office is at North Aludhaybah, Bousher, Muscat Governorate.

2.2 You can contact us by telephoning our customer service team at +97892227392 or by writing to us at support@drewel.om

2.3 If we have to contact you we will do so by telephone or by writing to you at your email address you provided to us in your order.

NOTE:When we use the words “writing” or “written” in these terms, this includes emails.

 

 

  1. PURCHASE CONTRACT

3.1 We sell products to end-users only.

3.2 Our acceptance or your order will take place when we email you the acceptance of your order, at which point a contract will come into existence between you and us.

3.3 If we are unable to accept your order, we will inform you of this [in writing] and will not charge you for the product. This might be because, including but not limited to, the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.4 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.5 Our website is solely for the promotion of our products in countries that are part of the Gulf Cooperation Council (“GCC”). Unfortunately, we do not accept orders from OR deliver to addresses outside The GCC.

 

 

  1. PRODUCTS 

4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible. All sizes, weights, capacities, dimensions and measurements indicated on our website have a [2]% tolerance.

4.2 Further to clause 4.1 above, the packaging of the product may vary from that shown in images on our website. 

 

 

  1. DEFECTIVE PRODUCTS 

5.1 We advise that you inspect the products promptly at the time of delivery and notify us of any defects promptly after delivery. If you discover a product is faulty, please contact our Customer Service team as soon as possible on +96892227392 or support@drewel.om. We will arrange with you for the products to be returned to us. On receipt of the products, we will promptly and fully refund the price of any products that do not meet with your reasonable satisfaction or arrange for the delivery of replacement.

5.2 Note, you have obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person or allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on +96892227392 or email us at support@drewel.om for a return label or to arrange collection.

 

 

  1. PRICE AND PAYMENT

6.1 The price of the product (inclusive of VAT) will be the price indicated on the order page when you place your order. We use our reasonable endeavours to ensure that the price of the product advised to you is correct. However, please see Clause 6.4 for situations where we discover an error in the price of the product you order.

6.2 Each order you make may include a charge for delivery. If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order will be dependent upon, amongst other things, the value of your order, the date and time of your delivery and your delivery address and charges may vary from week to week.

6.3(a) With the exception of goods referred to in clauses 6.3(b) and 6.3(c), but including goods from our butcher and fishmonger that are sold and priced by each, the price of such goods will be as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) subject only to any inadvertent technical error for which we will not be liable for. If you subsequently amend your order to add items, the prices charged for new products which were not in your original order will be the prices quoted at the time you confirm your amended order. However, if you add more of the same items which were in your original order, then the prices charged for these items will be the prices quoted at the time you confirmed your original order. Where a substitute item is offered in place of an item ordered, the price charged for that substitute item (if accepted) will be the price applicable at the time the item is substituted. Please note that as promotions are offered for a limited period of time subsequent amendments to your order may mean that certain promotions are no longer being offered.

(b) Where items are ordered and sold individually by weight (such as certain fresh meat, poultry, fish, cheese or fruit and vegetables, but excluding goods from our Butcher and Fishmonger (see below) the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price on the date that they are weighed by us or our supplier. Although we have an indicative price/kg guide and an indicative product weight guide on the website, this is merely to assist your planning and the price you will be charged is the price prevailing on the date of weighing for the actual weight you receive. In the event that there is a discrepancy between the price/kg on our website at time your order is made and the price/kg at the time the item is weighed by us or our supplier, the price you will be charged will be the price at the time the item is weighed by us or our supplier.

(c) For goods from our Butcher and Fishmonger (as further identified on the website), the price of these items (expressed per kilogram or other appropriate unit of measurement) will be the price as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) subject only to any inadvertent technical error for which we will not be liable. If you subsequently amend your order to add items, the prices charged will be those applicable to the new item(s) at the time that the amended order is confirmed. Although we have an indicative weight guide on the website, this is merely to assist your planning and the price you will be charged is the price for the actual weight you receive. In the event that there is a change in the price/kg between the time you confirmed your order and the time the item is weighed and priced by us, the price you will be charged will be the price at the time you confirmed your order. For full details, please see Butcher and Fishmonger Terms & Conditions , including terms relating to substituted items from our butcher and fishmonger..

6.4 It is always possible that, despite our reasonable endeavours, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. [If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you. 

6.5 We accept the following methods of payment:

(a) Credit and Debit cards, including online payments and point of sale;

(b) Cash upon delivery of products; and 

(c) Through Thawani application.

With the exception of payments made at the point of sale or by cash upon delivery, payment for goods must be settled before we dispatch the product(s). We will not charge your credit or debit card until we dispatch the products to you.

6.6 We have the option to charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Central Bank of Oman from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

6.7 If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

 

 

  1. DELIVERY

7.1 The cost of delivery will be displayed to you on our website 

7.2 Delivery days and times will be as specified on the delivery booking page on the website and will be made to the address specified by you when you register on the website. You have the option to change this address through the features on the website, and you must do so if you move home so that we can deliver to the correct address. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.

7.3 We take reasonable care to ensure that deliveries are made within a short delivery slot and accordingly, it is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. We may ask that an appropriate person signs for the goods on delivery. If no one is at the address when the delivery is attempted the goods will be retained by us. We will leave notification of delivery and will telephone to attempt to rearrange the delivery.

7.4 Our delivery services includes dropping of products at your doorstep. However, in the event where you are situated in an apartment building and where the total weight of the products exceed ten (10) kilograms, we will deliver the goods to the location provided and will contact you to request the collection of the products from the reception.

7.5 Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery time and date. In any event, subject to Clause 11.3 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

7.6 Should you fail to be present for your delivery we are entitled to charge you in full for an amount equal to the price of perishable items contained in your order and the cost of delivery.

7.7 We will only make deliveries when an appropriate person is able to receive the delivery. In the event that you instruct us to leave a delivery unattended at your address we expressly disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen

 

 

  1. AMENDMENT OF ORDERS & CANCELLATION RIGHTS 

8.1 In accordance with the these Terms & Conditions you shall be afforded fifteen (15) minutes to amend your order through the “edit” bar displayed on the website. Further, the confirmation e-mail you receive from us confirming your order will set out the last time that, you may amend your order prior to delivery.

8.2 In respect to non-perishable items, you have the right to cancel the contract at any time until the expiry of the 24 hours after the date of delivery of the products by notifying us by telephone or email. We will accept request subject to the items being returned in to us with their original packaging and with any tags intact. In the case of items which include a hygiene or security seal, we ask that you exercise reasonable care by not removing the seals while examining the products, unless you are certain that you intend to keep the products. In the event that any seals or tags are removed or tampered with, we shall not permit that item to be returned nor shall we refund the cost of this item to you.

8.3 In the case of perishable items you do not have the right to cancel the contract. Should you wish to cancel your order after the cut off period but prior to the time of delivery, we shall be entitled to charge you in full for an amount equal to the price of the perishable items contained in your order. NOTE: Upon delivery we would appreciate that you confirm the receipt of the perishable products and that the products are of good condition and are of satisfactory quality.

8.4 We will arrange with you for cancelled non-perishable products to be returned to us, and we will credit your payment card with the price of such products within 30 days form the date of return (provided payment has already been debited to your payment card). The cost of delivery will not be reimbursed to you and additional delivery charges may apply should you wish for us to arrange the collection of the cancelled goods.

 

 

  1. CANCELLATION OF DELIVERIES & SUSPENSION OF YOUR ACCOUNT 

9.1 We reserve the right to cancel your delivery at any time if we suspect fraud, have reason to believe you are in breach of these Terms & Conditions or any other Company policy relating to your order or If there are any outstanding payments for any account registered at your address. For example, if you are in breach of our Terms & Conditions we may cancel your order. In the event that we cancel your order, you will receive email notification and will be invited to contact our customer services team on +96892227392.

9.2 Further to our right to cancel your order in accordance with clause 9.1, we reserve the right to suspend your account, Your account will remain suspended until you contact our customer services team on +96892227392 and remedy any breach which are capable of remedy, or provide any information reasonably requested by our customer services advisers to enable them to reactivate your account.

9.3 In an event where unforeseen operational or technical issues occur, we may need to cancel or rearrange delivery. Should this happen we will endeavour to contact you and arrange an alternative delivery date.

 

 

  1. CUSTOMER COMPLAINTS 

10.1 Any customer complaints should be addressed to the Drewel Customer Service Helpline, contact details mentioned above. You will also find an email link or address and telephone numbers listed on our website in the “contact us” section.

 

 

  1. WARRANTY & LIABILITY 

11.1 Nothing in these Terms & Conditions will restrict our liability from our gross negligence, breach of contract or breach of statutory duty, nor will any of these terms restrict any of your statutory rights. For further information about your statutory rights, contact the General Authority for Consumer Protection (PACP).

11.2 In addition to clause 7.5, we will not be deemed to be in breach of contract or of these Terms & Conditions as a result of any delay in our performance or failure to perform our obligations if such delay or failure to perform is due to any cause or situation beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riots, accident, disruption to energy supplies, civil commotion, acts of war, breakdown of equipment and road traffic problems.

11.3 Other than as set out in clause 9.1, our maximum liability arises out of any order for the supply of goods to you under this contract will be limited to the retail price of the products contained in that order.

 

 

  1. PRIVACY 

12.1 We respect your privacy. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for their marketing purposes unless you agree otherwise. We will only use your personal information as set out in our Privacy Policy.

12.2 At the time of your registration you will receive a password. Please keep the password secret, as you are entirely responsible if you do not maintain the confidentiality of your password. You are entirely responsible for all orders placed with us or information given to us under your e-mail address in combination with your password. You must immediately notify us of any unauthorised use of your e-mail address and/or password or any breach of security known to you.

 

 

  1. GENERAL 

13.1 If any provisions of these Terms & Conditions shall be found by any court or administrative body or competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of these Terms & Conditions which shall remain in full force and effect permitted by law.

13.2 We may transfer this agreement, along with our rights and obligations under these Terms & Conditions, to a third party. We will ensure that you are informed of this in writing should it happen and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within thirty (30) days of us informing you about it and we will we will refund you any payments you have made in advance for products not provided.

13.3 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us or our licensors. You are permitted to use the material data and content only for your personal use in placing orders through the Drewel website, and you may not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on the Drewel website without our prior written permission. Drewel may impose a fee on any proposed use of the material data and content contained on its website, other than for placing orders through the Drewel website.

13.4 These Terms & Conditions shall be governed by the laws of The Sultanate of Oman and the parties submit to the exclusive jurisdiction of the Omani courts in relation to any dispute that may arise between them.