Terms & Conditions

Clemantra’s (“Clemantra” “we” “us”) website(s) (our “Site” or “Sites”) and related services are made available to you in accordance with the following Terms of Use & Service, and any other rules posted on our Sites (collectively, the “TOS”). Please read the TOS carefully before placing any orders on www.clemantra.com. We recommend you should keep a copy of the TOS for future reference.
Clemantra is a trading name of Clemantra Group , a company registered in the UAE under license number 770237. Our registered address is 49 Aldana st, Jumeirah 3.

Clemantra is a trading name , with registered office in 49 AlDana st, Jumeirah 3, United Arab Emirates, license number 770237. In particular, we wish to draw your attention to our policies relating to the terms of purchase within the TOS and our Privacy Policy. If you are under 16 you must let your parent or guardian know about Clemantra’s Privacy Policy before you register to use this Site or any of this Site’s services. We reserve the right to only accept orders from those over 18 however.
We may modify the TOS from time to time. Please read the TOS and check back often. If you do not agree to any change to the TOS then you must immediately stop using the Site. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
Clemantra offers products for sale that are in stock and available for dispatch from our distribution center. Occasionally however, we may be waiting for the orders to be tailored, embroidered, or hand made. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once stock has been ready by Clemantra. Clemantra will only take Advance Purchase orders for stock that requires a lot of hand work and embroidery. Your rights regarding Advance Purchase are the same as those for any other purchase at Clemantra. Alternatively, you may simply choose to register your email address for notification of the arrival of the selected merchandise not held in stock.
Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within forty days of being advised that merchandise has become unavailable.
If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.
Clemantra will store a record of your transactions for a minimum of one year.

Prices shown on the Site are in AED, SAR, QAR, BHD, OMR, KWD and USD and are inclusive of VAT at the applicable rate.
All prices and offers remain valid as advertised from time to time. From time to time, prices are subject to change in response to currency exchange rate changes,markdowns and other commercial factors.The price applicable to your order will be the price current at the time your order is accepted.
Customers purchasing from a country served as DDP will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a country served as DDU will be charged for the items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from the courier or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
If you are a customer whose credit/debit card is not denominated in the currencies provided, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Regardless of your shopping destination and the currency you shop in, your purchase may be processed by one of our regional affiliate companies in which case your bank may charge you an international transaction fee. Clemantra is not responsible for any such fee or charge.

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
Unless you cancel your order, acceptance of your order and completion of the contract between you and Clemantra will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in Dubai, United Arab Emirates and the language of the contract is English. Neither our third party payment processor nor our nominated courier has the authority to accept an order on behalf of Clemantra.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the TOS.
We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

We accept Visa, MasterCard, American Express, Maestro and JCB cards, and any other methods which may be clearly advertised on the Site from time to time. Payments for orders containing a pre-order item will be taken up to 21 days after your order is placed. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Clemantra, we will not be liable for any delay or non-delivery.
We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered Clemantra user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.
To help ensure that your shopping experience is safe, simple, and secure, Clemantra uses Secure Socket Layer (SSL) technology.
Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.

The following terms and conditions apply to sale and use of Gift Cards sold on Clemantra.com:

Buying a Gift Card

1. If you are buying a virtual Gift Card for someone, then it will be e-mailed to the recipient once your order for the Gift Card has been processed and payment has been taken. A copy will also be sent to you as confirmation of dispatch.
2. If you are buying a physical Gift Card for someone, then it will be posted to the recipient once your order for the Gift Card has been processed and payment has been taken. An email will be sent to you as confirmation of its dispatch. Please note that shipping charges will apply to physical Gift Cards, and this will be applied at check out.
3. We are not liable for any failure or incorrect delivery of a virtual or physical Gift Card due to you failing to provide the correct, current or complete information about the recipient. It is your sole responsibility to ensure the accuracy and completeness of the information you provide about the recipient.
4. We are not responsible for any Gift Card that is lost, stolen, destroyed or used without permission.
5. We reserve the right to cancel a Gift Card if we deem such action necessary.
6. Promotion or discount codes cannot be applied to the purchase of a Gift Card, with the exception of free shipping codes which can be applied to physical Gift Cards orders, unless otherwise notified by us.

Using a Gift Card

1. Gift Cards are valid for 3 months from the date of purchase.
2. Gift Cards can be redeemed against all products either on Clemantra.com, or via telephone by calling Customer Care by either phone or Watsapp at +971507167595, 8 hours a day, six days a week.
3. Gift Cards are non-transferable, can only be redeemed on Clemantra.com and not on any other site owned or controlled by the Clemantra GROUP any of its affiliates.
4. Gift Cards cannot be exchanged for cash or other products.
5. If your order total is less than the value of the gift card, the remaining balance will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your gift card balance online via your “My Account” page. If you do not have an account on Clemantra, we will set up a temporary account for you to hold any remaining Gift Card balance as store credit which can then be redeemed against your next purchase on Clemantra In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
6. If your order exceeds the value of the Gift Card and you have existing store credit on your account, this will automatically be redeemed to cover the remaining balance. Otherwise, if your order exceeds the value of the Gift Card and you do not have any existing store credit on your account, the remaining balance must be paid by credit or debit card.
7. If you return products you have purchased using a gift card, the refund will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your store credit balance online via your “My Account” page. If you do not have an account on Clemantra, we will set up a temporary account and issue your refund as store credit which can then be redeemed against your next purchase on Clemantra. In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
8. All purchases made using a Gift Card will be subject to the terms and conditions on Clemantra which can be found here: Clemantra
9. We reserve the right to amend these terms and conditions at any time.
10. Please refer to our privacy policy for more information on how we process personal data in respect of Gift Cards.
11. These terms and conditions are governed by and construed in accordance with the laws of the United Arab Emirates and any dispute (including non-contractual disputes) arising out of this agreement shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates.

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

You will own the goods on and from the later of the point in time when:

(a) we receive payment in full, or (b) we deliver the goods to you.

Clemantra insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Clemantra, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.
Our courier can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. Please note, that if no signature is collected, you agree to our terms and conditions and, confirm that Clemantra can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, The courier may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.
Please note that we aim to dispatch all orders within 21 days depending on the amount of work required, or more during sale periods. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 35 days of the day on which we accept your order. Clemantra is not responsible for any delays caused by destination customs clearance processes.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.

You have the right to cancel your order within 14 days without giving any reason.
The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods.
To exercise the right to cancel, you must inform us by letter to: Notice of Contract Cancellation, Customer Care Department, Clemantra, or by email to: receipts@clemantra.com.
We will make reimbursement without undue delay, and not later than:(i) 14 days after the day we receive back from you any of the goods supplied; or (ii)(if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.
We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement.
In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. If we do not receive the goods back, we may arrange to have them collected from you at your cost.
You shall return cancelled orders to the address communicated to you, without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired.
You will have to bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the goods.

Please be aware that we will not be held responsible for any items that are returned to us which were not purchased from Clemantra website. This includes personal items as well as items which may have been purchased from other third party companies. Whilst we will make reasonable efforts to try and locate the owner of any such items, it is your responsibility to contact Customer Care as soon as possible in order to arrange their return to you. In such circumstances, we will charge you an additional cost for returning these items. Please note that we will only ever be able to return the items to you directly, and not to any third party or company. Certain items (such as passports, driving licences and bank cards) will always be sent to the relevant authority, bank or government agency directly and you should report any loss of these items to the appropriate office immediately.
We will keep non-Clemantra items for up to one month, however we reserve the right to dispose of them as we deem fit after this time (which may include donating such items to a charity of our choice).

Your use of the Site and its contents grants no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to the Content (as described in the Content section below), including Clemantra Software and all HTML and other code contained in this Site. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. You are permitted to use the Content only as expressly authorized by Clemantra and/or its third party licensors. Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.

In addition to the Intellectual property rights mentioned above, “Content” is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site. Clemantra tries to ensure that the information on this site is accurate and complete. Clemantra does not promise that Clemantra’s Content is accurate or error-free. Clemantra does not promise that the functional aspects of the Site or Clemantra’s Content will be error free or that this Site, Clemantra’s Content or the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed.

You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the TOS, we may deny you access to this Site on a temporary or permanent basis.

We may include hyperlinks on this Site to other websites or resources operated by parties other than Clemantra including advertisers. Clemantra has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.
Nothing in this Agreement is intended to affect your rights under the law (see “Your Rights” above).
If Clemantra fails to comply with the TOS, we are responsible for loss or damage you suffer as a foreseeable result of us breaching the TOS. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and Clemantra knew it might happen, for example, if you discussed it with us during the sales process. We will only be liable for loss or damage up to 100 percent of the total value of goods purchased.
We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us (for example, loss of profits or loss of opportunity).
We are also not responsible for failure to meet any of our obligations under the TOS where such failure is due to events beyond our reasonable control.

At our request, you agree to compensate us fully, defend us, and hold us Clemantra harmless immediately on demand, its officers, directors, agents, affiliates, licensors, and suppliers, from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the TOS by you, including the use by any other persons accessing this Site using your Internet account caused by your action or inaction.

You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and Clemantra as a result of the TOS or your use of this Site. You agree that you may not and will not hold yourself out as a representative, agent, or employee of Clemantra and we shall not be liable for any representation, act, or omission on your part.
No waiver
If you breach the TOS and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the TOS.
Complaints and Governing law
If you have a complaint about us email receipts@clemantra.com with full details including date of purchase and order reference number where applicable and your full name and address and contact details. The TOS together with all our policies and procedures will be governed by and construed in accordance to the UAE law and will have exclusive jurisdiction.
For more information, please contact our Customer Care team