Shipping Policy (UAE Only)

Effective Date: October 3, 2025

1. Overview

This Shipping Policy explains how Torch General Trading L.L.C, manages the processing, shipment, and delivery of customer orders within the United Arab Emirates (UAE).

Our objective is to provide a smooth, transparent, and reliable delivery experience — from checkout to doorstep.
Please read this policy together with our Terms & Conditions and Returns & Refund Policy for a complete understanding of our service commitments.

2. Shipping Coverage

We currently provide domestic delivery only within the UAE. Orders outside the UAE are not accepted through our Website at this time.

3. Shipping Rates and Options

Free Shipping

Orders with a total value of AED 300 or above (after discounts) qualify for free shipping across the UAE.

Flat Rate Shipping

For orders below AED 300, a flat delivery fee of AED 25 applies.
This ensures simple, affordable, and consistent shipping rates nationwide.

4. Order Processing Time

• Orders are processed Monday through Saturday, excluding UAE public holidays.
• Orders placed before 2:00 PM are typically processed and shipped the same business day.
• Orders placed after 2:00 PM will be processed on the next business day.
• During sales, promotions, or high-demand periods, processing may take slightly longer.

Once your order has been shipped, you will receive a confirmation email or SMS containing your tracking number and courier details.

5. Shipping Method and Delivery Time

We work with trusted UAE-based courier partners to ensure safe and efficient delivery.

Note: Delivery times are estimates and may vary depending on location, courier capacity, and local conditions.

In some cases, your order may be dispatched by a third-party logistics partner who manages inventory and shipping on our behalf. All partners are carefully vetted to ensure reliability and adherence to our standards.

6. Delivery Confirmation and Responsibility

• A signature or delivery confirmation may be required upon receipt of your order.
• Once the package is marked as “Delivered” by the courier, ownership and responsibility transfer to you.
• Please inspect your order immediately upon delivery and report any missing, incorrect, or damaged items within 48 hours to info@torch.ae.

7. Delays or Delivery Issues

We always aim to deliver orders on time. However, delays may occur due to:

• Adverse weather or traffic conditions
• Courier service disruptions
• Peak seasons or public holidays
• Incorrect or incomplete delivery addresses

If a delay occurs:

• We will contact you promptly with an update and revised delivery estimate.
• You may choose to:
  • Continue waiting for your order,
  • Modify your order, or
  • Cancel your order for a full refund (if the order has not yet been delivered).

Important: Luminova Premium Car Care is not liable for delays caused by courier partners once the order has been dispatched.

8. Failed Delivery or Re-Delivery Attempts

If the courier is unable to deliver due to an incorrect address, unavailable recipient, or unresponsive contact number, the following will apply:

• The courier may attempt re-delivery once.
• If re-delivery fails, the package will be returned to us.
• Re-shipping may incur additional charges payable by the customer.

9. Returns, Exchanges, and Damaged Goods

Please refer to our [Returns & Refund Policy] for full details.
If your order arrives damaged or incorrect, contact us within 48 hours of delivery with supporting photos and your order number.

10. Liability and Limitations

We are committed to working only with professional courier services; however, we cannot be held responsible for:

• Delays, loss, or damage caused by courier handling,
• Incorrect or incomplete delivery information provided by the customer, or
• Failure to receive parcels after confirmed delivery.

11. Policy Updates

Luminova Premium Car Care reserves the right to modify this Shipping Policy at any time to reflect operational, legal, or service changes. Updates will be published on our Website with the latest effective date displayed.

12. Contact Information

For all shipping or delivery inquiries, please contact our support team:

📧 info@torch.ae
🏢 22-01-007-016, Al Kawakib 4 Street, Al Noud, Al Ain, Abu Dhabi, 30700, United Arab Emirates