Terms & Conditions

The website is operated by Casper Nine Enterprises – FZCO, Dubai, United Arab Emirates (“Casper Nine”, “we”, “us” or “our”). General enquiries, complaints and after-sales requests may be sent to info@caspernine.ae. Order-related correspondence may be sent from or to orders@caspernine.ae. Business registration and tax details required by applicable law may also appear on invoices or checkout records.

Before an order can proceed to payment, the customer must affirmatively select the checkout acceptance box confirming agreement to these Terms, the Refund & Returns Policy, Shipping & Delivery Policy, Cancellation Policy and Privacy Policy. By doing so and continuing with the transaction, the customer confirms that the policies presented during checkout have been reviewed and accepted.

Casper Nine may retain an electronic record of that acceptance with the order, including the acceptance date and time, policy version, wording of the acknowledgement, order number and technical audit information reasonably required to evidence the transaction. Payment by itself is not intended to replace the affirmative checkout acceptance step.

You must be legally capable of entering into the purchase. If you order for another person, business or recipient, you confirm that you are authorised to provide their delivery information and to enter the transaction.

We aim to describe products accurately, including material, colour, dimensions, hardware, light fitting and relevant specifications. Product photographs are illustrative. Colour and surface appearance can vary with lighting, screen settings, filament batch and production conditions.

If a product materially differs from its advertised description, is damaged, incomplete or defective when received, mandatory remedies under applicable UAE law remain available.

Our products are manufactured layer by layer. Normal characteristics can include visible layer lines, seam lines, fine texture, small colour variation, minor surface variation and reasonable dimensional tolerance. These are not defects where they do not materially affect the advertised appearance, intended function or safety of the product.

Customised, personalised, made-to-order, colour-selected or specially configured products may enter production shortly after approval. Once production begins, requested changes or cancellations are subject to our written approval and may not be possible.

Such products are final sale for voluntary change-of-mind purposes once production begins, without limiting mandatory rights for goods that are defective, damaged, incomplete or materially not as described.

Prices are displayed in UAE dirhams (AED). The website will show the item total and, where applicable, VAT and delivery charges before payment. If an obvious pricing, calculation or technical error occurs, we may contact the customer before fulfilment to correct or cancel the affected order.

VAT is charged only where applicable to Casper Nine’s registration status and the rate configured for the transaction. Where VAT applies, the order and invoice record will preserve the applicable rate and tax details for that transaction. A digital order confirmation or invoice may be supplied electronically.

Delivery charges are calculated from the emirate selected during checkout using the rates configured at the time of the order. Additional delivery charges may apply only where clearly disclosed or agreed for exceptional delivery arrangements.

Submitting checkout details or receiving an automated acknowledgement does not necessarily mean the order has been accepted for fulfilment. Acceptance occurs when the order is confirmed for fulfilment or payment is successfully authorised, depending on the payment method and workflow.

We may decline or cancel an order where reasonably necessary, including suspected fraud, payment failure, pricing error, unavailable stock, production limitation, delivery limitation or an unlawful transaction. If payment has already been captured for an order cancelled by us, the appropriate refund will be processed.

Available methods may include cards, Apple Pay, Tabby, Tamara, payment links or other methods shown at checkout. Payment methods can be provided by independent payment or buy-now-pay-later providers and may be subject to their own eligibility requirements and terms.

Casper Nine does not intentionally store full card numbers or card security codes in its own application database. Payment credentials are handled by the selected payment provider. An order may remain unpaid or pending until payment is successfully authorised and confirmed.

We may use reasonable security, identity, address, payment and fraud-prevention checks. An order can be paused or cancelled where a payment provider, card issuer, BNPL provider or our security controls identify a material risk or require additional verification.

Promotions, quantity offers, bundles and discount codes may be introduced from time to time. Unless expressly stated otherwise, they cannot be exchanged for cash, combined with other promotions or applied retrospectively to a completed order. Eligibility, dates and exclusions displayed with an offer form part of that offer.

The customer must provide a complete and accurate name, phone number, email address, emirate and delivery address. Optional delivery notes should include only information reasonably necessary to complete delivery. We are not responsible for delay caused by materially inaccurate information supplied by the customer.

Delivery dates are estimates unless expressly confirmed otherwise. If delivery cannot be completed because the information supplied is incomplete or incorrect, or because no authorised recipient is available, a re-delivery charge may apply where permitted and disclosed.

If a customer refuses delivery or cancels at delivery solely because of a change of mind, without first identifying a valid issue such as damage, defect, incomplete delivery, an incorrect item or material misdescription, the actual delivery and return cost will be deducted from any approved refund. The deduction is determined by the delivery location and emirate, subject to a minimum of AED 50 and a maximum of AED 200. It will not be imposed where doing so would limit a mandatory UAE consumer right. Mandatory rights relating to serious delivery delay remain unaffected.

Risk in the physical goods passes on delivery to the customer or authorised recipient, subject to rights applying to damage or defects that existed before receipt. Delivery records, courier proof of delivery and customer communications may be retained as part of the order record where reasonably necessary.

Please inspect the product as soon as reasonably possible after delivery. If an item arrives visibly damaged, incomplete, defective or materially different from its description, contact us promptly with the order number and clear photographs or video where reasonably possible.

We ask customers to notify us within 48 hours where a problem was apparent at delivery so that evidence can be preserved and the matter investigated quickly. This administrative request does not remove a statutory right that cannot legally be waived.

Except where required by law or expressly approved in writing by Casper Nine, we do not offer voluntary returns or exchanges merely because the customer changes their mind after the product has been delivered and accepted.

Where goods are defective, incomplete, damaged on receipt, contrary to the advertised description, or otherwise fall within a mandatory return or exchange right under applicable UAE law, we will assess the issue and provide the legally appropriate remedy, which may include repair, replacement, exchange or refund depending on the circumstances.

If we approve a discretionary return for a non-defective product, it must normally be unused other than reasonable inspection, complete, and returned with supplied accessories and packaging where reasonably possible. Original delivery charges and return-delivery charges may be non-refundable or deducted where permitted and clearly communicated.

The full process is described in our Refund & Returns Policy.

Approved refunds are normally returned through the original payment method. Processing time after we submit the refund depends on the payment provider, card scheme, issuing bank or BNPL provider. A refund is not considered cashable through another method unless specifically approved and legally permitted.

Except where a product page, invoice or written document expressly provides an additional commercial warranty, Casper Nine does not offer a separate voluntary warranty beyond rights and warranties that apply under UAE law. Nothing in these Terms excludes or reduces any mandatory repair, replacement, refund or after-sales right.

Damage caused after delivery by misuse, impact, unauthorised modification, unsuitable heat exposure, liquids, incorrect electrical components, incompatible bulbs, incorrect installation or use contrary to supplied instructions may fall outside a voluntary remedy, subject to mandatory rights.

Lighting products must be used only for their intended indoor decorative purpose unless the listing expressly states otherwise. Use compatible LED bulbs, fittings, voltage and wattage stated for the product or supplied hardware. Keep 3D-printed parts away from excessive heat, flames, water and unsuitable electrical modification.

Stop using a product if there is evidence of overheating, electrical damage, deformation, exposed wiring or another safety concern and contact us. Electrical work should be carried out only by a suitably competent person where required.

We aim to keep the website available and accurate but cannot guarantee uninterrupted access. Temporary outages, maintenance, browser issues, third-party failures or network errors may occur. A technical display error does not create an entitlement to an obviously incorrect price or product configuration where correction is permitted by law.

The Casper Nine name, branding, website design, photographs, product descriptions, graphics and original creative content are owned by or licensed to Casper Nine and may not be copied, resold, reproduced or commercially exploited without permission except as permitted by law.

If you submit a review, photograph, suggestion or other content for publication, you confirm it is lawful and that you have the right to submit it. We may moderate content for privacy, abuse, fraud, irrelevance or unlawful material. Private complaint information will not be published without appropriate permission.

We process personal information for order fulfilment, payment coordination, delivery, customer service, fraud prevention, legal compliance and related business operations as described in our Privacy Policy. Transaction records can include policy-acceptance evidence, payment references, delivery records and security/audit information reasonably required to operate and defend the transaction.

To the maximum extent permitted by applicable law, Casper Nine is not responsible for indirect or consequential loss that was not reasonably foreseeable when the order was placed. Nothing excludes liability or rights that cannot legally be excluded, including responsibility for fraud, wilful misconduct or mandatory remedies for defective or unsafe goods.

Where a limitation is legally permitted, our aggregate liability arising from a particular product order will not exceed the amount paid for that order, except where applicable law requires otherwise.

We are not responsible for delay or failure caused by events reasonably beyond our control, such as severe transport disruption, government restrictions, natural events, major systems outages or supply interruptions. We will take reasonable steps to minimise disruption and respect any cancellation or refund right applying by law.

We want to resolve concerns directly where possible. Contact info@caspernine.ae with your order number and a clear description of the issue. Nothing prevents a consumer from using a competent UAE consumer-protection authority, dispute-resolution mechanism or court where legally available.

These Terms are governed by the applicable laws of the United Arab Emirates. Competent courts or dispute-resolution bodies in the UAE will have jurisdiction as provided by applicable law.

We may update these Terms to reflect changes in our products, providers, website operation or applicable law. The policy version recorded with the customer’s checkout acceptance applies to that order unless a later change is required by law. We retain version history through our website records and source-control history.

If any part of these Terms is found invalid or unenforceable, the remainder continues to apply. If a provision conflicts with a mandatory consumer right under UAE law, the mandatory legal right prevails.

Questions about these Terms, orders, returns or customer service may be sent to info@caspernine.ae.