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Terms & Conditions

Read through our terms & conditions to find details on user, privacy and linking policies

1. Use of the website

This website is owned and operated by Spinneys Dubai LLC ("Spinneys”, “we," "us" or "our").

By accessing this website and/or placing an order or requesting a delivery you agree to be bound by the Terms and Conditions set out below. If you do not agree to be bound by these Terms and Conditions you may not use or access this website.

References to this website in these terms and conditions apply to this website however you access it, including accessing this website through our applications or a version of this website optimised for use on mobile devices. Whenever you access this website through a mobile application or mobile-optimised version of this website, the section of these Terms and Conditions also applies.

For customers in the GCC, please review our GCC Terms and Conditions for further information.

Any questions regarding these Terms and Conditions or subsequent issues should be directed to:

Attn: Spinneys Dubai LLC
Legal Department
Spinneys Shopping Centre
Meydan, Nad Al Shiba 1
P. O. Box. 677
Dubai, UAE

Telephone: +971 (0) 4 575 4882

VAT number: 100251297600003

Identity of supplier
Unless stated to the contrary on this website, the products and services supplied in accordance with any contract made through this website are supplied by Spinneys Dubai LLC.

Any reference in these Terms and Conditions to "Spinneys" is a reference to Spinneys Dubai LLC (registered in the United Arab Emirates with company and trade license number 203971) or, as applicable, any other members of its corporate group of companies.

Access to this website is granted strictly in accordance with these Terms and Conditions. These Terms and Conditions apply also to all orders/delivery requests placed by you through this website or in branch.

Please read these Terms and Conditions carefully and print and keep a copy of them for your reference.

We may change our Terms and Conditions at any time, so please do not assume that the same terms will apply to future orders/delivery requests. We reserve the right to:

  • Modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website; or
  • Change, add or remove portions of the Terms and Conditions from time to time.

You will be deemed to have accepted such changes if you continue to use this website (or any part of it) or you continue to place orders / delivery requests after any such changes.

It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed. If you do not agree to any change of the Terms and Conditions then you must immediately stop using this website.

All text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork and computer code (collectively “Materials”), including but not limited to the design, structure, selection, coordination, expression, and arrangement of such Materials, contained on the website is owned, controlled or licensed by or to Spinneys, and is protected by copyright, patent and trademark laws, and various other intellectual property rights and unfair competition laws.

Except as expressly provided in these Terms and Conditions, no part of the website and no Content may be copied, reproduced, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted or distributed in any way without Spinneys’ express prior written consent.

You may use information on products and services purposely made available by Spinneys, provided that you will

(i) not remove any proprietary notice, (ii) use such information only for your personal, non-commercial informational purpose, and; (iii) make no modifications to any such information.

Spinneys will do its best endeavors to make sure the website is up to date and accurate. To the fullest extent permissible by law, Spinneys does not represent or warrant the accuracy or reliability of any of the information or content about any products or services, software or advertisements (together, the “Materials”) contained on, distributed through, or linked, downloaded or accessed from this website.

If you find, in your opinion, that any of the materials or content contained on the website to be obscene, offensive, defamatory, racist, harmful, unlawful, inaccurate, illegal or deceptive, please do let us know by emailing us at SpinneysLegal@finefarefood.com

To the fullest extent permitted by applicable laws, Spinneys hereby excludes liability for any claims, losses, demands, or damages of any kind whatsoever with respect to the website or the Materials including, without limitation, direct, indirect, incidental, or consequential losses, or damages, whether arising from loss of profits, loss of revenue, loss of data, loss of use or otherwise and whether or not the possibility of such loss has been notified to Spinneys. The foregoing will apply whether such claims, loss or damages arise in tort, contract, negligence, under statute or otherwise.

Nothing in these Terms and Conditions limits Spinneys' liability for fraud or death or personal injury resulting from our negligence.

However, if you are a consumer your statutory rights are not affected.

Certain links in this website will lead to websites which are not under the control of Spinneys. These links are provided solely as a convenience to our customers. When any of these links are activated you will leave Spinneys' website and Spinneys has no control over and will not accept responsibility, or liability, for any material or service contained on any website which is not under the control of Spinneys nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by Spinneys for any products or services provided or available on such sites. Our linking policy is detailed in Section 4 of these Terms and Conditions.

Except to the extent required by applicable law or as otherwise set out in these Terms and Conditions, Spinneys makes no representations, or warranties, in respect of any endeavour by it to review the content of websites to which it provides links or anywhere else in the Service, or any of the Materials and accordingly Spinneys accepts no responsibility whatsoever for the accuracy, copyright compliance, legality or decency of any information, material or other content contained in websites listed on the Service or in any Materials nor warrants nor endorses any advertising of third parties carried on the Service nor through the provision of links to that carried on other websites.

All information or content transmitted by any functionality made available on this website (including any mobile applications or a version of the website optimised for use on mobile devices), including online invitations, e-cards, email or send to a friend functionality are the responsibility of you, the sender. You confirm that by using this service you will not transmit any material which could be considered offensive, obscene or otherwise objectionable. Spinneys cannot be held liable either directly or indirectly for the content of any such functionality, nor for any loss nor damage of any kind which you may incur as the result of your use of this service. You hereby agree to indemnify Spinneys and each member of the corporate group of companies for any such loss which may have occurred.

If any provision of these disclaimers and exclusions shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority.

Your use of the website

Customers will be required to register to use the services available from this website. Spinneys may decline a registration request at its sole discretion. By registering for the services, customers agree to these Terms and Conditions and agree that:

  • The personal information that you are required to provide when you register as a customer is true, accurate, current and complete in all respects.
  • You will notify us immediately of any changes to the personal information by updating your details on the “My Details”; page on the website or by contacting Spinneys Customer Care Team daily from 9am-7pm.
  • You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
  • You will not use the website for any purpose or in any way that is prohibited by these Terms and conditions or is otherwise unlawful, or to solicit the performance of any illegal activity or other activity which infringes the rights of Spinneys or others.
  • You will not deep-link to the website for any purpose, unless specifically authorized by Spinneys. You agree that you will not use any robot, spider, other automatic device, or manual process to monitor or copy the website or the Content contained thereon or for any other unauthorized purpose without our prior expressed written permission.
  • You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the website. You agree that you will not take any action that imposes an unreasonable or disproportionately large burden on our infrastructure.

Accounts, Passwords & Security

Certain features or services offered on or through the website may require you to open an account (including

setting up an ID and password). You are entirely responsible for maintaining the confidentiality of the information you hold for your account, including your password, and for any and all activity that occurs under your account as a result of your failure to keep this information secure and confidential.

You agree to notify Spinneys immediately of any unauthorized use of your account or password, or any other

breach of security. You may not use anyone else’s ID, password or account at any time without the express permission and consent of the holder of that ID, password or account. Spinneys cannot and will not be liable for any loss or damage arising from your failure to comply with these obligations.

Restricted Items
To comply with licensing and other legislation some products and services on this website are only available to certain categories of customers (such as people aged 18 years and over) ("Restricted Items"). The types of items that fall into the category of Restricted Items include tobacco.

Contract creation and electronic contracting
The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on this website by pressing the complete checkout button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on this website.
  • We will send to you an order acknowledgement email detailing the products you have ordered.
  • Order acceptance and the formation of the contract between you and us will take place on the dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions below.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered is not available from stock.
  • We are unable to obtain authorisation for your payment.
  • A price or product description error is identified.
  • You do not meet the eligibility to order criteria set out in the main Terms and Conditions.

The contract or any order will be concluded in English. If you do require any information regarding orders you have placed with Spinneys please write to the Spinneys Customer Care Team, the address details of which are set out in this section above. The Spinneys Customer Care Team operates daily from 9am-7pm.

2. Privacy Notice

Privacy Policy

I - Introduction

We at Spinneys know you care about your privacy, and so do we. We have developed this Privacy Policy to describe the types of Personal Information we may collect, how we may use and share that information, and how we protect it and to explain your rights under data protection regulations.

We are strongly dedicated to handling your personal information always responsibly, diligently and in compliance with all legal requirements. We are not in the business of selling Personal Information about you to advertisers or spammers. State of the art professional standards will be applied to protect the integrity and security of your personal information.

By accessing and/or using our mobile applications, platforms and/or websites “Platforms”, you agree to the terms of this Privacy Policy.

Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our Platforms. By accessing or using our Platforms, you agree to this privacy policy.

“Personal Information” is any information that relates to you, and which, alone or in combination with other information, could reasonably be used to identify you.

II - What information we collect?

Unless otherwise agreed with you, we will collect only the basic personal information required in connection with our business relationship.

While doing business with you, we will also collect business-related data which may include information on purchases, services and other business activities, product feedback and any other information you may provide us.

Information You Provide and Information We Collect from Other Sources

You may choose to submit Personal Information and other information to us by purchasing or interacting with our Platforms, such as when you create and manage a user account, communicate with us by email, or telephone, submit job applications, or participate in surveys.

For certain we ask you to provide information including:

Web Analytics and Interest-Based Advertising

If you use our Platforms, please note that these use cookies and other analytical tools.

We may use web analytics services on our Platforms, such as those of Google Analytics. The service providers that administer these services use technologies such as cookies to help us analyze how visitors use our site. The information collected through these means (including IP address) is disclosed to or collected directly by these service providers, who use the information to evaluate the use of the website or for advertising purposes.

We use these cookies for the following purposes:

III- How We Use the Information We Collect?

We may use the information we collect from you to:

We also use the information we obtain about you in other ways for which we provide specific notice at the time of collection. We will do so only to the extent permitted by applicable law and take appropriate safeguards to ensure the security and integrity of your personal data.

IV- How We May Share Information?

We may share your personal information with any member Spinneys, including subsidiaries, affiliates and holding companies, to enable you to request our services, to process your payments, understand your preferences, send you information about products and services that you may have expressed interest and conduct the other activities described in this privacy policy.

We may share information about you: (i) to our third-party service providers (ii) in response to requests by government agencies, such as law enforcement authorities, (iii) to protect our legitimate business interests or (iv) in any other case with your consent.

We may also instruct service providers, domestically or abroad, to process your personal data on our behalf and in accordance with our instructions. We will retain control over your personal data and will remain fully responsible to you when engaging service providers.

We may share with other companies and organizations for the purposes of fraud protection and credit risk reduction if we believe disclosure is necessary or appropriate to protect the rights, property, or safety of the Company, our customers or others.

We may also share your personal data with third parties if we sell or buy any business or assets, in which case we may disclose personal data to the prospective seller or buyer of such business or assets, along with its professional advisers. If the company or substantially all of its assets are acquired by a third party, personal data held by us about customers will be one of the transferred assets.

Otherwise, no third parties will have access to your personal data unless there is a legal obligation or you give us permission to do so.

V- How We Protect Personal Information?

We will take all steps that are reasonably necessary to ensure that your personal information is treated securely and in accordance with this privacy policy and applicable data protection laws.

We have implemented and maintained appropriate technical and organizational security measures, policies and procedures to protect your personal information from the accidental loss, unauthorized access, use, alteration and disclosure.

Measures we take includes:

Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal information.

We ensure that, in compliance with applicable law, we do not retain Personal Information longer than necessary. We will keep personal data about you for as long as we have a relationship with you, for example as long as you wish to keep receiving marketing messages from us, or as long as you are a customer (and for a reasonable period thereafter). When determining how long to retain Personal Information after we no longer have a relationship with you, we take into account how long our customers usually want to continue hearing from us, our legal obligations and the expectations of regulators.

We are also required to keep certain of your personal data (e.g. relating to business transactions) for certain retention periods under applicable law. Your personal data will be promptly deleted when it is no longer required for these purposes.

VI- Confidentiality

The information you provide may be confidential, and we will maintain such confidentiality and protect your information in accordance with this privacy policy, our professional obligations and applicable law. We do not sell, rent, distribute, or otherwise make, personal information commercially available to any third party. We may share information with our service providers for the purpose set out in this Privacy Policy.

VII- Your Rights

You have the right to request a copy of the Personal Information we maintain about you, update or correct inaccuracies in that information, or request that we remove your Personal Information from our systems and stop contacting you at any time.

You also have in particular circumstances the right to object to our uses of your Personal Information, the right to restrict our uses of your Personal Information, and the right to have personal data transmitted in electronic form to you or to a third.

We can continue to use your personal information following a request for restriction, where:

We are not required to comply with your request to erase personal information if the processing of your personal information is necessary:

For any of the above requests, please send a description of your personal data concerned and state name, email address, your personal account and customer number as proof of identity by following the instructions provided in Section IX “How to contact us” We may require additional proof of identity to protect your personal data against unauthorized access.

If you have any concerns about how your personal data is handled by us or wish to raise a complaint on how we have handled your personal data, you can contact us by following the instructions provided in Section IX “How to contact us” to have the matter investigated. If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the competent data protection supervisory authority in your country.

VIII- Changes to this Policy

This Privacy Policy was last updated in July 2020.

From time to time, we may make changes or amend it as required to comply with applicable data protection law. So you may wish to check back from time to time. Any amended information Data Privacy Notice will apply from the date it is posted on our website.

IX- How to Contact Us?

If you have any comments or inquiries about this Privacy Policy, if you would like to update information we have about you or to exercise your rights, you may contact us in one of the following ways:

1- send an email to SpinneysLegal@finefarefood.com or

2- send a communication the following address:

Spinneys Dubai LLC

Legal Department

Spinneys Shopping Centre

1st Floor

Meydan, Nad Al Sheba 1

P. O. Box. 677

Dubai, UAE

We are committed to working with you to obtain a fair resolution of any complaint or concern about privacy.

Please see our cookies policy to learn more about what cookies we use, their nature, purpose and the related usage of your personal information on the Spinneys LLC website.

3. Online shopping

General information and payment security

Delivery/collection restrictions
Delivery is available in selected areas.

Collection for orders placed via Spinneys.com is available from selected branches.

We reserve the right to restrict deliveries in certain areas. This includes the right to withdraw our services to individual customers' addresses if you are repeatedly unavailable to take delivery of your shopping at your chosen slot time or in other exceptional circumstances.

Delivery and collection arrangements
Deliveries and collection times vary by branch. At the point at which you place your order, the full list of available delivery/collection times will be shown.

Products must be signed for at the delivery address, by you or by your nominated representative. Products can be left unattended, for example in a garage, if specified at point of order.

If you have not contacted us to rearrange a failed delivery or collection within 24 hours, your order will be cancelled and the cost of your order (excluding the cost of perishable items and any other associated charges) will be refunded to you.

Our refund policy

Our Goodwill policy

In addition to your statutory rights under consumer laws in the United Arab Emirates, we have a goodwill policy. Under our goodwill policy, within 14 days after you have received your products from us, you are not entirely satisfied with them you can return them to the Branch from which you bought them (or where return to the original Branch is no longer reasonably possible, then you can return them to your nearest Branch) together with your proof of purchase and we will refund you for or replace/exchange the returned items even though you may no longer have a right under law for us to do so. We will refund the value of the items by using the same payment method which you used when you bought them from us, except where you do not have adequate proof of purchase. Where inadequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with a Spinneys gift card or vouchers for the equivalent value of the returned items. Our goodwill policy is however discretionary and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and flowers and made to order or personalised items.

Your legal rights

Your other legal rights to refund, repair or replacement under UAE consumer laws

Under consumer laws in the United Arab Emirates, we must supply our goods to you as described, fit for purpose and they must be of satisfactory quality. If we supply services to you, then we must supply them with reasonable care and skill.

During the expected lifespan of the product your legal rights under consumer laws in the United Arab Emirates entitle you to the following:

- up to 30 days: if you have changed your mind about the product you have purchased then unless the product is faulty, you have 30 days to return it in its original condition e.g. kept in the original packaging and labels and is undamaged and unused.

- up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

- over six months: if a fault develops after the first 6 months then you may be able to claim a refund or have the product repaired or replaced. However, we may require proof that the product is faulty.

- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Online purchases: Customers must inform the retailer that they wish to cancel within 14 days of receiving the goods. Customers then have 14 days to return the goods once the retailer has been informed. Refunds will be given within 14 days of receiving the goods back.

Under consumer laws in the United Arab Emirates, if your product is digital content (for example music, DVDs or computer software), if it is faulty, then you are entitled to a repair or a replacement or if the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back. If you can show that the fault has damaged your device and we have not used reasonable care and skill, you may be entitled to a repair or compensation.

If you have bought services from us, under consumer laws in the United Arab Emirates you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it. If you have not agreed a price with us beforehand, what you are asked to pay must be reasonable. If you have not agreed a time beforehand, then it must be carried out within a reasonable time.

If you wish to exercise your legal rights to reject products you must return them in person to us (either where you bought them or post them back to us or, if they are not suitable for posting, allow us to collect them from you). We will pay the costs of postage or collection.

There may be some exceptions to these rights such as for those products and services listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless faulty, not as described, not fit for purpose or of satisfactory quality: Chilled and Frozen Products; Baby Food and Milk; Gift Cards, Vouchers and e-top ups; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding.

None of the above affects your statutory rights.

You have additional rights of cancellation if you order products online. These are described below in the section called "Cancellation rights".

Cancellation rights

Details of our goodwill policy as well as a description of your rights to refunds, repairs or replacements as described above within this section 3.

You are also entitled under consumer laws in the United Arab Emirates to cancel your order if you are contracting with us online or by phone and, should you wish to do so, Spinneys LLC will refund and replace any products if you return them to us within 14 days after the day you receive them (so long as you have not unreasonably or unnecessarily handled or damaged them or their packaging).

There may be some exceptions such as those listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless they are faulty or not as described or not fit for purpose or of satisfactory quality: Chilled and Frozen Products (including Food Made to Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Tobacco, Cigarettes, Tobacco Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding; or products made to your specification that have been clearly personalised.

We will also refund and replace any services up until 14 days after we confirm to you in writing that we have accepted your order for them. Once we have completed the services however you may not be able to obtain a refund if you have changed your mind.

If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products and take reasonable care of them or return them to us.

If you decide to cancel products that you have ordered online, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

Please contact the Spinneys Customer Care Team on +971 (0) 4 575 4882 or by email to support@spinneys.com with any queries and follow the process set out in below. The Spinneys Customer Care Team operates daily from 9am-7pm.

Notice of an order cancellation must be given by logging into the website and cancelling your order through the 'My Orders' section of your user profile page.

General payment provisions

Any of the following cards may be used to pay for your shopping: Visa, MasterCard and AMEX.

There is a limit of ten gift vouchers per transaction for Groceries, Florist and Gifts.

If payment is being made in part or whole by gift card, a gift card can only be applied to an order once. If the gift card is added to an order and the same order is later edited and increased in value, further funds from the same gift card cannot be taken even if subsequent funds are available.

If payment details have been given we will take pre-authorisation for the order amount. This amount will be blocked on the customers card and the correct amount will be taken when the order has been picked and delivered. We will not charge your card until your order is packed and goes through the checkout in store on the day of delivery or collection.

If alternative items are picked, packed and delivered, due to unavailability, we reserve the right to charge the card up to 20% more than the original order. A card could also be charged up to 20% less if alternative items are cheaper.

All customers collecting shopping, whether the registered customer or a third party, will be asked to provide a form of identification for the person who is paying for the shopping. The identification must match the cardholder name shown in the payment details on the checkout page. The card itself will not be required.

Through your bank or credit card provider, you may be entitled to cancel a payment or have such sums re-credited to your payment card where fraudulent use of your payment card has been made by another person not acting on your behalf.

Payment Security Policy

We will treat all of your personal data as confidential. We will keep it on a secure server and fully comply with all applicable privacy regulations and consumer legislation. If you would like to read more on how we collect, where we collect or how we use your personal information, please see our Privacy Notice. You can also find information in the Privacy Notice on how to stop receiving marketing information.

Credit Card safety when shopping online
The Spinneys online shopping service uses Secure Sockets Layer (SSL) technology to encrypt your details as they are being transmitted to us. This technology is designed to minimise the risk that someone else could breach your privacy when shopping online with us.

We provide you with an option to store your card details with us, so that you can order from us again without needing to type your details in. To assist to keep your card information secure, we only display the last four digits of your stored card number on our website to you, when logged into your 'My Spinneys' account. If you do not wish to store your card details with us, you can instead enter these in each time you place an order with the Spinneys online shopping service.

Your payment details are held by us in a secure encrypted server and access to this data is secured internally within Spinneys. We encrypt card numbers by using a security system which is a common standard relied on by the main financial and banking institutions called Triple DES (Data Encryption Standard).

Errors/shortages, not fulfilling orders and quantity limits

If there are errors or shortages in what we supply to you, we ask that these are brought to the attention of Spinneys Customer Care Team (using the contact details set out above in section 1) as soon as possible and preferably within seven days after the delivery or collection.

Spinneys may decline to fulfill any order or we may limit the number of units of products per customer or order (including for any bulk purchases of items on promotion or special offers). This applies to all orders – whether through our online shopping and delivery or collection, our 'shop-in-branch and we deliver' service or in branch.

Nutritional information
Spinneys has produced nutritional information on this website for the general information of the public. It contains information gathered from various sources and, although Spinneys believes it to be accurate at the time of publication, to the extent permitted by applicable law and except as otherwise set out in these Terms and Conditions, Spinneys accepts no responsibility for, and makes no representation or gives any warranty or undertaking express or implied as to the accuracy or completeness of the information.

General Pricing Policy

Prices quoted are always estimated for a variety of reasons listed below, but you will always be charged the in-store price on the day of delivery or collection. You have the right to return any product with the driver or directly to the branch if you have any issues with price(s) charged and we will refund the amount that you have been charged for that product.

Prices and the availability of special offers may vary for future dated deliveries and collections.

All special offer discounts and multi-value offers, will be deducted in-store.

Where Multi-value offers apply to a set of differently priced items, the saving or free item applies to the cheapest item or items.

The unit price for products that are weighed and displayed on the site are calculated on drained weight where applicable.

Weighed items such as fruit, vegetables, meat, poultry, fish, salamis etc. may slightly vary in weight and price from your original order.

Where an item is unavailable and you have indicated that you will accept substitutions, an alternative will be supplied that may affect the price that you pay. If we substitute an item with a more expensive one, you’ll only pay the price of the item you received. Upon delivery or collection you will be made aware of unavailable items and their substitutes. You have the right to reject any substitutes offered and we will refund the amount that you have been charged for that product.

The prices stated on the site are inclusive of any VAT payable.

Charges for delivery and collection for online shopping and "click and collect"

You will not be charged for your shopping to be picked and packed.

Charges apply for all deliveries for your online shopping orders, unless using the "click and collect" service, which is free of charge. An additional AED15/- flat rate charge will be added to each individual order. Orders made at different times cannot be combined. All orders are chargeable with an exception of free delivery, limited time offers or promotions.

Amended orders, made within the correct time criteria, will not be charged an additional delivery fee.

We reserve the right to amend our delivery charges at any time. They will be clearly defined during the checkout process.

Charges for delivery using the 'shop-in-branch and we deliver' service
Some of our branches offer a 'shop-in-branch and we deliver' service. Charges may apply for this delivery service.

If you have booked a Spinneys.com order for collection and no payment card details have been entered on the checkout page you will be asked to pay for the products on collection. If you have booked a delivery and invalid card details have been entered on the checkout page Spinneys Customer Care Team will contact you to request payment details over the telephone before delivery can be made.

Please see the General Payment Provisions above for further details.

Amendments to orders
Amendments to placed grocery orders must be completed by two hours prior to the delivery slot, on the day before delivery or collection. Details of the notice period are displayed against each product.

Specific exclusions
Some items that are available in branch will not be available on the Spinneys.com service. These may include hot foods, greetings cards, self-selection items (e.g. sweets, cheeses, olives, salads), Gift Vouchers, cosmetics and pre-packed sushi. Other items may be excluded at various times.

Service counter lines and newspapers will not be available for deliveries or collections before 09.00.

Country of Origin Information
Spinneys is required to provide Country of Origin information for loose and pre-packed fruit and vegetable produce.

For items sold online with more than one possible Country of Origin, all possible countries will be displayed.

Please note that in exceptional circumstances, the actual Country of Origin might vary from the list displayed online.

Customers having ordered these items via the Spinneys.com website will be able to check the actual Country of Origin on the items, once the products have been received.

Should the customer not be satisfied with an item because of its Country of Origin, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Any refunds for unwanted returned items will be made after the products have been returned.

Please contact the Spinneys Customer Care Team on 04 575 4882 daily from 9am-7pm or by email to support@spinneys.com with any queries.

Service counter Beef and Veal Traceability
We are required to provide traceability information about Beef and Veal sold via our service counters, to those customers who request it.

Uncooked Beef and Veal which have been seasoned or processed (such as beef in barbecue sauce, beef Wellington, beef burgers) are not covered. Neither is offal or mince.

Traceability information can only be supplied if it is requested at the point of ordering online. Please refer to "How can I request traceability information for Beef / Veal?" in the "HELP" section of the website for the correct process to follow.

Promotional terms used on the website

We often use certain terms and promotional features on our website, which have the following meanings:

"Advertising promotions" relate to promotional content that has been created by Spinneys in conjunction with suppliers of the products featured.

"Suggested" products, are those products which Spinneys has agreed to promote with the relevant supplier and will therefore appear at the top of your search results.

Spinneys.com guarantees and returns

Customers are covered by our quality guarantee on every product which means that our products will be of satisfactory quality, fit for their purpose and match our description of them to you. If we deliver a product to you that does not meet these requirements, you can contact us for a repair or replacement or, where this is not possible, for a refund.

Should the customer not be satisfied with an item, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Please contact the Spinneys Customer Care Team on 04 575 4882 or by email to support@spinneys.com with any queries and follow the process set out in in the "Cancellation rights" section above.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority.

Any refunds for unwanted substitutions or returned items will be made after the products have been returned.

Images are provided to help recognise products. Due to packaging redesign and improvements these may not reflect exactly the pack you receive.

Online Dispute Resolution

If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can contact the Consumer rights protection department at the Ministry of Economy in Dubai.

Specific exclusions

Food that should be consumed on the day of purchase must be delivered on the same day. If a delivery is to be made on any other day than the day of purchase the customer must take these items with them. Spinneys take no liability for delivering food that is out of sell by date if delivering the following day.

Spinneys delivery service guarantees and returns

Customers are covered by our quality guarantee on every product which means that our products will be of satisfactory quality, fit for their purpose and match our description of them to you. If we deliver a product to you that is not of satisfactory quality, you can contact us for a repair or replacement or, where this is not possible, for a refund. Should the customer not be satisfied with an item, the customer can reject it at the point of delivery or collection or as set out above in the "Cancellation rights" section.

Please contact the Spinneys Customer Care Team on 04 575 4882 daily from 9am-7pm or by email to support@spinneys.com with any queries and follow the process set out in in the "Cancellation rights" section above.

Nothing in these terms and conditions will affect your statutory rights relating to faulty or mis-described products. For further information about your statutory rights contact your local authority.

4. Linking Policy

Links to other websites
Spinneys.com aims to include links to websites that provide relevant and useful information for people interested in food and drink. We do not link to individual personal websites and will not knowingly provide links to sites that contain illegal, offensive or misleading information. Where an organisation has regional or local services and associated websites, we will only link to their national website.

Wherever possible we aim to link to websites to ensure information is appropriate and relevant to our customers.

Links will be provided at the discretion of Spinneys.com. Although we endeavor to check sites for high quality, accurate and appropriate information, Spinneys will accept no responsibility or liability for any material or service contained on any web site which is not under the control of Spinneys nor does the existence of such links represent any endorsement or other acceptance of responsibility or liability by Spinneys for any products or services provided or available on such sites.

Linking to Spinneys.com
You do not need to request permission to create a text link from your website to Spinneys.com. However, please use the following descriptive text: 'Online shopping, recipes, food and drink information at Spinneys.com'

If you would like to use a graphic or logo alongside a link, please contact us.

Attn: Spinneys Dubai LLC
Legal Department
Spinneys Shopping Centre
Meydan, Nad Al Shiba 1
P. O. Box. 677
Dubai, UAE

Telephone: +971 (0) 4 575 4882

VAT number: 100251297600003

In posting Your Content, you confirm that you are the owner or have consent from the owner to post Your

Content and that it does not defame any person, company or business or violate the privacy rights, copyright and other intellectual property rights, contract rights or any other rights of any person.

Any Content you input or upload to our Site will be considered non-confidential and non-proprietary. By

submitting or uploading Your Content to our Site, you grant us a non-exclusive, transferable, sub-licensable, perpetual, royalty free worldwide license to use, copy, distribute and disclose to third parties any such Content for any purpose and you also irrevocably waive the benefit of any moral rights you may have in any such Content material.

If you believe that your rights have been infringed in relation to your Content, please contact: SpinneysLegal@finefarefood.com

In relation to Your Content, you agree not to include any of following kind of content which is illegal or prohibited

on the Site (“Prohibited Content”). This includes content that:

  • is protected by copyright, or other intellectual property rights, or derivate works thereof, and you have not obtained the permission of the copyright holder;
  • is patently offensive to the online community, such as content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual or could be harmful to minors;
  • is obscene, vulgar, offensive or makes libelous or defamatory comments about others or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libelous;
  • harasses or advocates harassment of others;
  • involves the transmission of “junk mail”; “chain letters”; or unsolicited mass mailing or “spamming”;
  • promotes information that you know is false, misleading;
  • contains restricted or password only access pages, or hidden pages or images (those not linked to or from another accessible page);
  • constitute or encourage conduct that would be a criminal offence, give rise to civil liability or otherwise violate any local, state, national or international law;
  • prejudice pending or on-going criminal or civil court proceedings;
  • displays pornographic or sexually explicit material of any kind or provides material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18;
  • provides instructional information about illegal activities such as making or buying illegal weapons, violating someone's privacy, or providing or creating computer viruses;
  • solicits passwords or personal identifying information for commercial or unlawful purposes from other users; or
  • Engages in commercial activities and/or sales without Spinneys prior written consent.

If we identify that you have uploaded Prohibited Content to the Site, we reserve the right, in our sole discretion, to:

The Site may include information and materials uploaded by other users of the Site. This information has not been verified or approved by us. We do not endorse any user generated content and the views expressed by other users on our Site do not represent our views or values. We do not guarantee the accuracy or authority of any user generated content.

5. Mobile Access

This section of the Terms and Conditions applies (in addition to the remaining Terms and Conditions) when you access this website using a mobile application or a version of this website optimised for use on mobile devices (the "Mobile Access Channel"). If you do not agree to be bound by any of these Terms and Conditions, you may not use or access the Mobile Access Channel and should, if applicable, delete any mobile application used to access the Mobile Access Channel.

The Mobile Access Channel is data intensive. You are responsible for any carrier or other data charges incurred when using it, and neither we nor any member of the Spinneys Dubai LLC corporate group of companies will be liable for any charges you incur. We recommend you check with your network provider if you are unsure of the charges that may apply.

The Mobile Access Channel will use your device's cellular and/or Wi-Fi connection to synchronise content, including recipes, product catalogue and branch information on the Mobile Access Channel with the information on the main Spinneys website.

As we have no control over your device's network connection, except to the extent required by applicable law or as otherwise set out in these Terms and Conditions, we do not represent or warrant that any information (including prices, stock availability, product and store information) is correct or up to date. In the event of a price discrepancy, content and prices published on the Spinneys.com website will take precedence over any other publication or place of publication. You should be aware that prices shown on the Mobile Access Channel may also differ from those shown in Spinneys branches or on the Spinneys.com website.

By using the Mobile Access Channel to locate Spinneys branches in your vicinity, you consent to Spinneys collecting location data from your mobile device solely for the purposes of providing you with details of your closest Spinneys branch. Spinneys uses this location data anonymously and will not use it for any other purpose.

The Mobile Access Channel is only intended for use by users located in the United Arab Emirates.

Users accessing the Mobile Access Channel from outside the United Arab Emirates are responsible for confirming the legality of doing so under local law, and should also note the section of these Terms and Conditions entitled "Delivery/collection restrictions".

Copyright Spinneys Dubai LLC. All rights reserved. No part of this website may be reproduced in any material forms (including storing in any medium by electronic means) without the prior written permission of Spinneys Dubai Limited.