Shipping & Delivery

This Shipping & Delivery policy explains how Sky Pergola delivers and installs its products for customers across the United Arab Emirates, including delivery methods, lead times, your cooperation duties, transit-damage reporting, risk and acceptance, payment, cancellations and returns. It applies to orders placed on skypergola.ae and should be read together with our Terms and Conditions. Nothing in this policy removes the mandatory rights you have under UAE consumer protection law; where a clause here conflicts with those mandatory rights, your statutory rights prevail.

1. Delivery area and method

We deliver throughout the United Arab Emirates. Delivery is made by truck or by courier to the address or construction site you specify at checkout. There is no Swiss pickup; all goods for UAE orders are delivered within the UAE. Any transport cost share is shown separately on your order confirmation and, where applicable, calculated at checkout in UAE Dirhams.

Standard delivery includes unloading at the accessible delivery point — for example a parking area, kerbside or drop-off point reachable by the delivery vehicle. It does not include carrying the goods into the building or across difficult terrain unless separately agreed. Disposal of the pallet and packaging is the customer's responsibility unless we have agreed otherwise.

2. Delivery dates and lead times

Indicated delivery dates and lead times are estimates and are non-binding. We make every reasonable effort to meet the dates we communicate, but we do not guarantee a specific date, and a delay on its own does not give rise to a claim for damages or cancellation. This does not affect your statutory rights where goods are not delivered as agreed.

A delivery date can only be met if you fulfil your obligations and provide, in good time, all information and access required for delivery and, where applicable, installation. If no specific time has been agreed for that information, please provide it at least 14 working days in advance. If the information arrives late, the agreed date may move accordingly. Where no delivery date has been agreed, we deliver as soon as the goods are available. We may make partial deliveries; an item is delivered as soon as it is in stock unless a separate date has been agreed.

3. Installation and the one included site visit

Where installation has been agreed, it is carried out by us or by a UAE-licensed contractor we appoint. Once our UAE registration is complete, installation in the Emirates is performed by our locally licensed establishment or its appointed licensed contractor. One journey to the site is included in the transport/installation price.

Each additional journey is charged separately — for example, where a renewed outward and return trip is needed because the product could not be installed or commissioned at the time of delivery for reasons within the customer's responsibility (such as the site not being ready). If installation requires special structural or organizational measures (for example, a crane or opening building components), please inform us when the contract is concluded. We may, but are not obliged to, arrange such measures ourselves or through third parties; any resulting costs are charged to the customer and are quoted to you in advance where reasonably possible.

4. Your site preparation and cooperation duties

To allow proper delivery and installation by us or our appointed licensed contractor, you must ensure in good time that:

the foundation and ground are prepared, level, and load-bearing in accordance with our specifications;
any required electricity and water supply lines are in place and brought to the installation point as specified;
a qualified and, where required, licensed electrician is available for the electrical connection and at acceptance where an electrical connection is needed;
the delivery and installation point is safely accessible for the delivery vehicle and the installation team;
any permits, approvals, or no-objection certificates required from the relevant authority, building owner, landlord, community, or neighbors have been obtained (see section 5).

If you are in default of acceptance, or the site is not ready, or you do not fulfill these cooperation duties, we may charge the reasonable additional costs that result, such as a repeat journey or waiting time.

5. Permits and approvals

Unless we have expressly agreed in writing to handle it for you, obtaining any permit, approval, or no-objection certificate required for the structure or its installation is your responsibility. The absence of a permit does not affect the validity of the contract between you and us. Where we provide permit-related support as an additional service, this does not transfer your legal responsibility for compliance to us.

6. Risk, acceptance, and transit damage notice

Please inspect the goods upon delivery. When the goods are delivered to you (without installation by us), the risk passes to you upon handover at the agreed delivery point. When we install the product, the installed product is handed over to you upon acceptance at the completion of the work.

Note any visible transport damage on the delivery documents where possible, and report any transit damage to us within 48 hours of delivery, together with photographs, using the contact details in the Legal Notice below, so we can arrange a remedy. Reporting transit damage in this way helps us process it quickly; it does not limit your statutory rights for defective or damaged goods set out in section 9.

7. Prices, VAT, and invoicing

Prices are shown in UAE Dirhams (AED) and include 5% UAE Value Added Tax where VAT applies, in line with Article 38 of Federal Decree-Law No. 8 of 2017 on VAT (as amended by Federal Decree-Law No. 18 of 2022). We never charge more than the displayed price, do not add a surcharge for paying by card, and there are no hidden fees. A valid, dated Tax Invoice is issued for your order; it will show our Tax Registration Number (TRN) once our UAE registration is complete. Where a refund is due, it includes the VAT element and is processed by issuing a Tax Credit Note. Any non-refundable cancellation fee that applies under section 8 is stated VAT-inclusive.

8. Payment

Unless otherwise agreed in writing, orders are settled with a 50% deposit on order confirmation and the remaining 50% before or upon delivery. Accepted payment methods are shown at checkout. By clicking to accept and completing checkout, you enter into a binding contract with us; electronic contracts and click-to-accept acceptance are valid and enforceable under Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

9. Defective, damaged, or non-conforming goods (your statutory rights)

If the product is defective, damaged on delivery, unsafe, not as described, or not delivered as agreed, you are entitled to a repair, replacement, or full refund at no cost to you, under Article 12 of Federal Law No. 15 of 2020 on Consumer Protection (and its Executive Regulation, Cabinet Decision No. 66 of 2023) and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means. These rights cannot be waived, and no restocking or cancellation fee may be applied to a defective-goods remedy.

If a repair takes 14 days or more, we will provide you with an equivalent product to use in the meantime.
If the same defect recurs within the first year, you may choose a full refund or a replacement.

To exercise these rights, contact us using the details in the Legal Notice below; for delivery damage, the 48-hour photo notice in section 6 helps us act faster but is not a condition of your statutory remedy.

10. Cancellation, change-of-mind, and returns

UAE law does not grant online buyers a general "cooling-off" or change-of-mind return right. Any change-of-mind return we offer is a voluntary goodwill policy under the terms published below and is separate from your statutory rights in section 9.

As a goodwill policy, an eligible standard (non-customized) item may be returned within 14 days of delivery if it is unused and in its original, resalable condition; please contact us first to confirm eligibility and the return arrangements. Made-to-order, made-to-measure and installed products are made to your specification and are excluded from change-of-mind returns; this exclusion is disclosed before purchase and never affects your statutory defect rights in section 9.

You may cancel a made-to-order item free of charge within 24 hours of placing the order. After that, because the product is put into production to your specification, a cancellation fee may apply, graduated according to how far production and procurement have advanced; any such fee is stated VAT-inclusive (see section 7). No cancellation or restocking fee applies where you are exercising a defective-goods remedy under section 9.

11. Warranty and spare parts

Sky Pergola products are covered by the following warranty periods from the date of delivery:

10 years on the aluminum construction;
4 years on moving parts, motors and electrical drive components;
2 years on electrical and electronic components and accessories.

The warranty covers material and manufacturing defects under normal, intended use. It does not cover normal wear and tear, improper assembly or use, unauthorized modification or tampering, failure to follow installation and maintenance instructions, or damage caused by force majeure such as storms. Under UAE law, after we repair or replace a covered item, the warranty for that item restarts from the date you receive it. Where spare parts are required, we supply regularly stocked parts within 7 days and other required parts within 14 days. For warranty claims, maintenance or spare parts, contact us using the details in the Legal Notice below.

12. Governing law, jurisdiction and complaints

This policy and your contract are governed by the laws of the United Arab Emirates, and the competent onshore courts of Dubai, UAE, have jurisdiction. Nothing here removes your mandatory rights under UAE consumer protection law; where a clause conflicts with those mandatory rights, your statutory rights prevail.

Our liability is limited to the maximum extent permitted by UAE law. We do not exclude any liability that cannot be excluded under UAE law, including for fraud, gross negligence, death or personal injury, or your mandatory consumer rights. Any pre-agreed compensation figure may be adjusted by a UAE court to reflect the actual loss, in accordance with the UAE Civil Code (Federal Law No. 5 of 1985). Ownership of the goods passes to you on full payment; until then we reserve title so far as permitted by UAE law.

If you have a complaint, please contact us first so we can resolve it. If it remains unresolved, you may contact the UAE Ministry of Economy (consumer hotline 600-522-225, consumerrights.gov.ae) and the Dubai Department of Economy & Tourism (DET) consumer protection. An Arabic version of our consumer terms is available on request.

13. Data protection

Your personal data is processed by Spa Solutions GmbH as data controller (until our UAE entity is registered), in line with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and under the supervision of the UAE Data Office. We process the data needed to perform your contract — to handle your order, delivery, installation and after-sales support — on the lawful basis of performing that contract; we process your data for marketing only with your separate, withdrawable opt-in consent.

You have the right to be informed about and access your data, to rectify it, to have it erased, to restrict or object to its processing, to data portability, and to object to decisions based solely on automated processing. We use processors to provide the service, including Shopify (online store), and our payment, shipping, installation and analytics providers. Some data is transferred to Switzerland and the EU and to Shopify; this transfer is disclosed and is justified under Articles 22 and 23 of the PDPL as necessary to perform your contract, with your express consent and appropriate contractual safeguards such as standard contractual clauses. We apply appropriate technical and organisational security measures, including encryption in transit and access controls, and we notify the UAE Data Office and affected customers of a personal-data breach where required. To exercise any of these rights, contact us using the details in the Legal Notice below.

14. Legal Notice (Imprint)

Operator and legally responsible seller:

Spa Solutions GmbH
Althau 1, 5303 Würenlingen, Switzerland
Commercial register (Switzerland): CHE-228.056.190
Managing owner: Dylan Ayer

Sky Pergola is operated for the UAE market by the above company, which is the current contracting party and legally responsible seller for skypergola.ae. A local UAE establishment and trade licence are in formation. Our UAE trade-licence number and Tax Registration Number (TRN) will be shown here once our UAE registration is complete.

UAE customer contact: