Terms & Conditions

This summary is to help you understand the key points. It is not a substitute for the full Terms below. If anything in this summary conflicts with the full Terms, the full Terms will apply.

You have 15 days from delivery to return eligible items; this is in addition to, and does not affect, your statutory rights under UAE law.

For health, hygiene and regulatory reasons, some items (for example, opened supplements, used test kits, opened personal care products, and certain customised items) cannot be returned unless they are damaged, defective or incorrectly supplied.

If something arrives damaged, defective or incorrect, we will repair, replace or refund it in line with UAE consumer protection rules.

All prices are in AED and include 5% UAE VAT; delivery charges and any optional services are shown separately at checkout before you pay.

Haqme is operated by Windswood General Trading LLC, a UAE company. Your contract with us is governed by UAE law (Dubai courts, excluding DIFC), in addition to your mandatory consumer rights.

Welcome to Haqme, a longevity-focused ecommerce platform operated by Windswood General Trading LLC ("Windswood", "we", "us", or "our"). These Terms and Conditions ("Terms") govern your access to and use of our website at haqme.com, related mobile experiences, and any orders you place for products (together, the "Services").

By using the Services or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Services.

Nothing in these Terms affects your statutory rights as a consumer under applicable UAE laws and regulations, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

1. Who we are

1.1 Haqme is a curated longevity ecommerce platform that connects customers with vetted brands and product partners offering wearables, devices, supplements, household products, tests, nutrition, apparel, essentials and travel products.

1.2 The Services are provided by Windswood General Trading LLC, a company established in the United Arab Emirates, trading under the brand name "Haqme".

1.3 Our contact details (including email and phone) are shown on the Contact page of haqme.com and in your order confirmation.

1.4 We operate our business in accordance with applicable UAE laws and regulations relating to consumer protection, modern technology-based trade and e-commerce, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, as updated from time to time.

2. Eligibility and your responsibilities

2.1 You confirm that you:

  • Are at least 18 years old.
  • Are legally capable of entering into binding contracts.
  • Are using the Services for personal, non-commercial purposes only.

2.2 You are responsible for:

  • Ensuring that all information you provide (including name, email, phone number, delivery address and payment details) is accurate and kept up to date.
  • Keeping your account credentials confidential and restricting access to your devices.
  • All activities that occur under your account, unless you have notified us of suspected misuse.

2.3 We reserve the right to refuse, suspend or close accounts, and to cancel orders where we reasonably suspect fraud, misuse, resale activity, or breach of these Terms, in line with UAE consumer protection law. Where we detect or reasonably suspect fraudulent activity, we may also report the matter to the relevant payment provider, financial institution, or authorities as appropriate.

3. About our role and our products

3.1 Haqme operates as a curated platform, offering products and services from brands and companies that have been selected by Windswood to be offered through the haqme.com platform. Some products are sold directly by us ("Haqme Direct") and others are sold by our approved product partners ("Product Partners"), but in all cases your contract of sale is with Windswood General Trading LLC as operator of Haqme unless explicitly stated otherwise at checkout.

3.2 We work with Product Partners and our logistics partner Tradeling to provide warehousing, fulfilment and delivery. This operational setup does not reduce your statutory rights under applicable UAE law.

3.3 We aim to ensure that product information (including descriptions, ingredients, specifications, warnings and usage instructions) is accurate and up to date, but it may not always perfectly reflect the latest packaging or formulation. You should always read the labels, warnings and instructions provided with the product before use. Minor differences in colour, packaging or presentation between the product images on our platform and the product you receive may occur and will not normally affect the product's performance or quality.

3.4 Products on Haqme are not intended to diagnose, treat, cure or prevent any disease, unless expressly stated in line with local regulatory approvals. Content on our site does not constitute medical advice and is not a substitute for consultation with a qualified healthcare professional.

3.5 Certain regulated products (for example supplements, diagnostic tests and medical devices) may be subject to additional restrictions, registration requirements and warnings, which will be clearly indicated on the product page and during checkout.

3.6 Some products (for example, certain devices or electronics) may come with a manufacturer's warranty or after-sales service provided by the brand or its authorised service partner. Where applicable, details of any such warranty or after-sales service will be set out on the product page or in the product packaging, and any claims under that warranty must be made directly to the manufacturer or service partner, without affecting your statutory rights under UAE law.

4. Account registration and guest checkout

4.1 You may check out as a guest or by creating a customer account.

4.2 Guest checkout:

  • Does not require registration.
  • Allows you to place orders using your email address and receive order updates via email.
  • May limit access to some features, such as full order history in your account area.

4.3 Customer accounts:

  • Allow you to save details, store multiple addresses, and view your complete order history.
  • Are personal to you and must not be shared.

4.4 You can request closure of your account at any time, subject to our obligations to retain data for legal, tax and anti-fraud purposes, as explained in our Privacy Policy.

5. Ordering and contract formation

5.1 You can place orders for available products by following the on-site checkout flow. Before placing your order, you will see a summary of the items, prices, delivery charges, taxes and any discounts. By placing your order, you confirm that you have read and agree to the Haqme Terms & Conditions and Privacy Policy.

5.2 Your order is an offer to buy the products from us. We are not obliged to accept your order and may decline it for reasons including (but not limited to):

  • Product unavailability or stock issues.
  • Pricing or description errors.
  • Problems with payment authorisation.
  • Suspected fraud, resale or abuse.
  • Shipping restrictions or regulatory concerns.

We may also cancel any order, and notify the relevant payment provider or authorities where appropriate, if we reasonably suspect payment fraud, unauthorised use of a payment method, or use of stolen payment credentials.

5.3 A contract between you and us is formed only when we confirm that your order has been accepted, usually by sending you an order confirmation email and/or by confirming that your order has been dispatched. The contract between you and us in relation to a product will continue until the end of your applicable return period and completion of any refund, repair or replacement obligations in respect of that product.

5.4 Items placed in your cart are not reserved until your order is accepted; stock may change during your browsing session or checkout.

5.5 If we cannot accept your order (in full or in part), we will notify you and will not charge you (or will refund any amounts already paid) for the affected items.

6. Prices, currency, VAT and charges

6.1 All prices on haqme.com are shown in Emirati Dirhams (AED) and include 5% UAE VAT, unless stated otherwise.

6.2 Delivery charges, any applicable customs or import duties, and optional services (such as express delivery options) will be shown separately at checkout before you confirm your order.

6.3 We may change prices at any time; however, changes will not affect orders we have already accepted.

6.4 If we discover a genuine pricing or other error in relation to a product you have ordered, we may cancel the order for that product or offer you the option to:

  • Confirm the order at the correct price; or
  • Cancel and receive a refund for that item.

If a pricing or other error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we are not obliged to provide products at the incorrect price or on the incorrect terms.

6.5 For each order, we will provide you with an electronic invoice or receipt showing the total price paid (including 5% UAE VAT) and any delivery or other charges. You can access or request copies of your invoices using the contact details on haqme.com.

7. Payment and security

7.1 Acceptable payment methods will be shown at checkout and may include:

  • Major credit and debit cards (such as Visa, Mastercard and American Express).
  • Apple Pay.

We do not currently offer cash-on-delivery or buy now, pay later (BNPL) options.

7.2 Payments are processed securely through our payment gateway partner (ADCB / Fiserv), and we do not store or have access to your full card details on our servers.

7.3 Your card or payment method will normally be charged at the time you place the order, when we perform an authorisation and capture through the gateway.

7.4 We may use 3D Secure or other authentication methods for fraud prevention. If your payment is not authorised, your order will not be accepted. Where we reasonably suspect fraud, unauthorised use of a card or device, or any other irregular payment activity, we may block or cancel transactions, require additional verification (including contacting the cardholder or issuing bank), and report the matter to the relevant payment provider or authorities.

7.5 In case of refunds, we will generally refund to the same payment method you used for the original transaction, subject to Section 13 and any specific rules for certain methods.

7.6 If your payment fails or is declined by your card issuer or payment provider for any reason, your order will not be accepted and no contract will be formed. You may try again using the same or a different eligible payment method. If a payment failure occurs after you have clicked "Place order" but before we accept your order, and any amount is debited in error, we will ensure that the amount is reversed or refunded to you within a reasonable period, in coordination with your bank or payment provider.

8. Delivery, shipping and risk

8.1 We work with Tradeling and other logistics partners to fulfil and deliver your orders.

8.2 Delivery options, estimated timelines and charges for your address (for example, UAE next-day delivery, Dubai same-day delivery where available, or GCC delivery) will be shown at checkout and in your order confirmation.

8.3 Delivery timelines are estimates only and are not guaranteed, but we will make reasonable efforts to meet them. Delays can occur due to factors outside our control, including carrier delays, adverse weather, customs procedures or public holidays.

8.4 Risk in the products (for example, loss or damage) passes to you when the products are delivered to the address you provided or to any person you designate to receive them. Title in the products passes to you when we receive full payment for all sums due in respect of the products.

8.5 Please inspect your order upon delivery and notify us promptly if you believe items are missing, damaged or incorrect; see Section 12 for damaged or defective products.

8.6 If the courier cannot complete delivery (for example, because you are not available or the address is incomplete), the courier may contact you to rearrange delivery or attempt multiple times before the order is returned to our warehouse. In such cases, we may cancel the order and issue a refund minus any reasonable delivery or return costs incurred, where permitted by law.

9. Product restrictions and responsible use

9.1 Certain products may be subject to quantity limits per order or per customer (for example, high-potency supplements or regulated devices). Any such limits will be enforced at checkout and described on the relevant product page where practical.

9.2 Some products may be restricted for shipment to certain countries or regions due to local regulations or import rules. Where a product cannot be shipped to your selected destination, we will notify you and prevent checkout.

9.3 Products intended for adult use, or with particular usage warnings (for example, "18+ only" or "not suitable during pregnancy"), will be clearly flagged on the product page and at checkout. By purchasing these products, you confirm you meet the stated conditions and will follow the instructions and warnings.

9.4 Diagnostic tests and similar services:

  • Haqme acts as a commerce and logistics layer and does not store or display clinical test results within the ecommerce platform.
  • Where test results are provided by a lab or clinical partner, you will receive instructions on how to access those results via the partner's systems and will be subject to the partner's own terms and privacy policy.

10. Returns, exchanges and refunds – overview

10.1 We offer a 15-day return period for eligible products, in addition to any rights you may have under applicable UAE consumer protection laws.

10.2 Our 15-day contractual return period is in addition to, and does not limit or exclude, any mandatory rights you may have under UAE law (for example, rights in relation to defective or unsafe products, or recalls).

10.3 Our detailed Returns and Refunds Policy forms part of these Terms and is available on haqme.com; in case of any inconsistency, the specific policy for returns and refunds will apply to that subject matter.

10.4 Nothing in these Terms affects your statutory rights under applicable UAE consumer protection law.

11. Return eligibility and 15-day timeframe

11.1 15-day contractual return window

You may return eligible products within 15 calendar days from the date your order is marked as "Delivered" in our system or by the courier. Returns outside this 15-day period may not be accepted, unless required by UAE consumer protection law (for example, in the case of certain defects or safety issues).

11.2 Condition of returned items

Unless a product is received by you as damaged or defective (Section 12), all returned items must:

  • Be unused, unopened, undamaged and unwashed.
  • Be free from odours, stains, marks or any signs of use.
  • Be in their original packaging, with all seals, hygiene strips, labels, tags and accessories intact.
  • Where sold as a set or multi-pack, be returned as a complete set.
  • Be in a saleable condition suitable for resale.

11.3 Non-returnable categories

For health, hygiene and regulatory reasons, certain products are non-returnable once opened and sometimes even when unopened, including but not limited to:

  • Supplements and consumables once opened or if a seal is broken.
  • Personal care and hygiene products once opened.
  • Perishable or temperature-sensitive goods.
  • Test kits once activated, used or if any seal is broken.
  • Customised or personalised items.

Where UAE law requires a refund, repair or replacement (for example, in case of a defect that affects safety or conformity), those statutory rights will apply even if a product is listed as non-returnable.

11.4 How to initiate a return

To initiate a return within the 15-day window:

  • Contact our customer care team using the contact details provided on haqme.com, quoting your order number, product(s) and reason for return.
  • We may issue a Return Merchandise Authorisation (RMA) number and provide instructions for collection or drop-off.
  • You must package the product carefully and include any information we request (such as the RMA number).

11.5 Return shipping costs

For eligible "change of mind" returns within the 15-day window, you may be responsible for return shipping costs, as set out in our Returns and Refunds Policy.

For returns due to damage, defect or our error, we will cover reasonable return shipping costs or arrange collection, as described in Section 12.

11.6 Inspection and approval

  • All returned products will be inspected by our logistics partner or by us to confirm eligibility.
  • If approved, we will process the refund in accordance with Section 13.
  • If a return is rejected (for example because the item was used, opened, or falls under a non-returnable category), we will inform you and offer to return the product to you at your cost or dispose of it, where legally permitted.

12. Damaged, defective or incorrect products

12.1 If you receive a product that is damaged, defective or not what you ordered, please notify us as soon as reasonably possible and, in any case, within the timeframe set out in our Returns and Refunds Policy (for example, within 48 hours of delivery for visible damage).

12.2 We may ask for clear photos or other information to assess the issue and to prevent abuse of the policy.

12.3 Where we verify that a product was damaged in transit, defective or incorrectly supplied, we will:

  • Offer a replacement (subject to availability); or
  • Offer a refund in accordance with Section 13; and
  • Arrange or cover the cost of return shipping where required.

12.4 This process is separate from "change of mind" returns and is designed to be as quick and convenient as reasonably possible.

12.5 For safety-related defects, we will comply with any applicable recall or corrective action requirements under UAE law, which may include withdrawal or replacement of products, or full refund.

13. Refunds

13.1 Once your return is received and approved, we will process the refund within a reasonable timeframe (for example, within 5–10 business days), although the time it takes for funds to appear in your account may vary depending on your bank or payment provider.

13.2 Refund method

Where possible, refunds will be made to the original payment method. In some cases (for example, where the original method cannot accept a refund), we may issue a refund as store credit or by another reasonable method, as explained in the Returns and Refunds Policy.

13.3 Refund amount

Unless otherwise stated in these Terms or required by law:

  • For approved returns, we will refund the price paid for the product.
  • Original delivery charges may not be refunded, except where the entire order is returned due to our error or due to damaged/defective items.

13.4 We may refuse a refund where we reasonably believe that the returns policy is being abused (for example, unusually high return rates or repeated use of products before return), but we will act fairly, proportionately, and in line with your statutory rights under UAE consumer protection law.

14. Promotions, discount codes and free shipping

14.1 Discount codes and promotions

From time to time, we may offer discount codes, vouchers, promotions or free-shipping offers, each subject to their own terms (for example, validity period, minimum order value, category exclusions and per-customer usage limits).

14.2 Unless stated otherwise:

  • Only one discount code may be used per order.
  • Discount codes cannot be exchanged for cash.
  • Discount codes cannot be applied to previous orders.
  • If you cancel or return an order, the promotional value may not be reissued, and any refund will reflect the amount you actually paid.

14.3 Free shipping threshold

We may offer free standard UAE next-day delivery for orders above a specified threshold (for example, AED 350) and for eligible shipping methods only, as shown at checkout. Free shipping will not apply to same-day delivery or certain destinations, as set out in our Free Shipping and Delivery Rules.

14.4 Abuse of promotions

We monitor for misuse of promotions (such as creating multiple accounts to reuse a "new customer" code). Where we reasonably believe abuse is occurring, we may cancel promotional benefits, refuse or cancel orders, or restrict account access, consistent with UAE consumer protection principles.

15. Communications and electronic records

15.1 By using the Services, you agree that we may communicate with you electronically (for example, by email, SMS or in-site notifications) in connection with your orders, account, security alerts and legal notices.

15.2 You may also opt in to receive marketing communications; you can change your preferences or unsubscribe at any time using the mechanisms provided in our emails or in your account settings.

16. Intellectual property and acceptable use

16.1 All content on haqme.com, including text, graphics, logos, images, icons, audio clips, digital downloads, and software, is owned by or licensed to Windswood General Trading LLC and is protected by applicable intellectual property laws. "Haqme", "haqme.com" and any related names, logos and marks used on the Services are trademarks or trade names of Windswood General Trading LLC or its licensors.

16.2 You may use the Services for personal, non-commercial purposes only; you may not copy, reproduce, modify, distribute, sell, resell, or exploit any part of the Services without our prior written consent.

16.3 You agree not to:

  • Use the Services in a manner that is unlawful, fraudulent, or harmful.
  • Attempt to gain unauthorised access to any part of the platform or related systems.
  • Interfere with or disrupt the integrity or performance of the Services.

17. Limitation of liability

17.1 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so under applicable UAE law, including liability for death or personal injury caused by our negligence or for fraud.

17.2 Subject to the above, and to the maximum extent permitted by law:

  • We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
  • We are not liable for any business-related losses (including loss of profit, revenue, contracts, data or goodwill) arising from use of the Services, as the Services are intended for consumer use only.

17.3 We are not responsible for any delay or failure to perform our obligations under these Terms where such delay or failure results from events beyond our reasonable control (for example, acts of God, governmental actions, war, terrorism, strikes, epidemics, extreme weather, or disruptions to transport or telecommunications).

17.4 To the extent permitted by law, our total aggregate liability to you for any loss or damage arising out of or in connection with your use of the Services and any orders you place will be limited to the total value of the relevant order giving rise to the claim.

18. Data protection and privacy

18.1 We collect and process your personal data in accordance with our Privacy Policy, which forms part of these Terms.

18.2 Our Privacy Policy explains what data we collect, how we use it, with whom we share it (including logistics, payment and diagnostic partners), and your rights in relation to your data.

18.3 By using the Services or placing an order, you acknowledge that your personal data will be processed as described in our Privacy Policy, including cross-border transfers as permitted by law.

19. Complaints, disputes and governing law

19.1 We take customer satisfaction seriously and aim to resolve complaints fairly and promptly. If you have a concern or complaint, please contact us using the details on our Contact page, providing your order number and a description of the issue.

19.2 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai.

19.3 The courts of Dubai (excluding the DIFC Courts) will have exclusive jurisdiction over any disputes arising from or relating to these Terms or the Services, subject to any mandatory provisions of applicable consumer protection law that provide you with additional rights.

20. Changes to these Terms

20.1 We may update these Terms from time to time, for example to reflect changes in our Services, business practices, or applicable laws.

20.2 When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify you by email or on the website.

20.3 If you continue to use the Services after the updated Terms become effective, you will be deemed to have accepted the changes. If you do not agree to the updated Terms, you should stop using the Services and, if you wish, request closure of your account.

21. Miscellaneous

21.1 If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be severed to the minimum extent necessary and the remaining provisions will continue in full force and effect.

21.2 Our failure to insist upon or enforce strict performance of any provision of these Terms will not be construed as a waiver of any of our rights.

21.3 You may not transfer or assign any of your rights or obligations under these Terms without our prior written consent; we may transfer our rights and obligations under these Terms to another entity as part of a restructuring, merger or sale, provided this does not negatively affect your rights.

End of Terms and Conditions