Terms of service

Welcome to CarniStore™

Food is our passion and we at CarniStore are here to share that passion with you. When you shop at CarniStore, you can expect high standards. We are committed to providing a smooth and seamless client experience while delivering high quality foods to you. That is the CarniStore Goodwill Policy!

These terms of service (our “Terms”) govern your access to and use of www.carnistore.com (our “Website”) and any order placed with us (each an “Order”).

By accessing, browsing, using the Website, creating an account, or placing an Order, you confirm that you have read, understood, and agreed to be bound by these Terms and any changes or updates thereto, from time to time. 


CarniStore operates its business with the intention of complying with applicable laws and regulations of the United Arab Emirates. These Terms are drafted to comply with applicable UAE consumer protection, food safety, and e-commerce laws.

Who is CarniStore ™?

Our Website is owned and operated by CSM Catering Services LLC, a company registered in the United Arab Emirates (trade licence no. 801138 under licensing authority Dubai Department of Economy and Tourism (DET)), with registered address at Alserkal Avenue, Warehouse 6, 17th Street, Al Quoz, Dubai, United Arab Emirates (“CarniStore”, “we”, “us”, or “our”).

“You” and “your” refer to you as a customer of CarniStore. If you have any questions, please contact us via any of the following channels:


CarniStore™ Goodwill Policy

Food is our passion and we at CarniStore are here to share that passion with you. When you shop at CarniStore, you can expect high standards. We are committed to providing a smooth and seamless client experience while delivering high quality foods to you. That is the CarniStore Goodwill Policy!

If you ever want to ask us anything, whether about our products and services, this Website, any of our Terms or even recommendations or advice on how to prepare or serve any CarniStore foods delivered to you, then please Contact Us. Food is our passion and we are here to share that passion with you!


Your Contract of Sale with CarniStore™

Placing an Order: When you place an Order through the Website, you make an offer to purchase the selected product or service subject to these Terms. To place an Order, you can create a CarniStore account with us which will require you to provide some personal information. Please see our Privacy Policy below for more information on how your personal information is used and stored. Alternatively, you can choose to place your Order without creating an account.

The minimum value for each Order is specified at checkout. Please note, you may be unable to place your Order if the minimum order threshold communicated to you at checkout has not been met. 

Acceptance of your Order: Completion of the online checkout process does not constitute our acceptance of your Order. Acceptance of your Order occurs when we send you an email confirming that your Order is being processed (the “Order Confirmation”). A binding contract is formed between you and CarniStore at that point. Your Order Confirmation will contain your Order number.

If we are unable to fulfil your Order, we will notify you as soon as reasonably possible and offer you an alternative or a full refund.

We will provide you with an electronic invoice/receipt confirming the products purchased, prices, taxes (including VAT where applicable) and delivery fees.

Amendment and Cancellation: Orders may only be amended or cancelled before preparation for dispatch has commenced. To request an amendment or cancellation to your Order, please Contact Us. If you amend your Order, you may find there are changes to your delivery timetable. 

Payment of your Order: Upon checkout, you may choose to pay on our Website with your credit card or debit card or upon delivery of your Order by credit card, debit card or online payment. If you provide your payment details on our Website, you confirm that the credit or debit card you are using is yours. All fields indicated as compulsory must be completed. All card payments are subject to authorisation by your card issuer. Payment for Orders will be made in AED Dirhams. Multiple transactions made by way of credit card or debit card may result in multiple postings to the cardholder’s monthly statement.

Delivery: All Orders will remain the property of CarniStore until we have delivered the products to the delivery address specified by you when you placed the Order and received payment in full. If your payment is not received and you have already received the products you ordered from us, you agree to pay for those products as soon as possible following receipt of your Order. 

Our contractual obligations in respect of delivery are fulfilled upon successful delivery of the Order. Any rights you may have under applicable consumer protection or food safety laws shall survive delivery and are not limited by any notification timeframe stated in these terms.

Delivery and Collection

CarniStore offers the option to have your order delivered to an address you may specify at checkout or collection from Alserkal Avenue, Warehouse 6, 17th Street, Al Quoz, Dubai (our “Store”). Delivery and collection timeslots are displayed at checkout.

Delivery fees, schedules and minimum order values are clearly displayed at checkout and form part of your Order. Delivery and collection times will vary depending on the type of product you have chosen and, in the case of delivery only, your location. The applicable delivery charge will be added to your final bill at checkout.

Please think carefully before you choose your delivery time slot as we will be unable to deliver your Order if nobody is able to physically take delivery of it. Please also verify your delivery address carefully before submitting your Order. You will be responsible for any attempted re-delivery charges if we are unable to deliver for reasons beyond our control.

Where products are delivered using third-party logistics providers, CarniStore requires such providers to comply with applicable food safety, temperature-control, hygiene, and transport requirements prescribed by the relevant Emirate authority. In the event of a delivery failure, delay, or loss attributable to us or our delivery partners, please Contact Us and we will investigate promptly to take appropriate remedial action.


CarniStore remains responsible, in accordance with UAE law, for ensuring that products are delivered in a condition fit for human consumption and in accordance with UAE law. All Orders are delivered by vehicles using temperature-controlled logistics. 


Risk in the products passes to you upon physical delivery to the address specified in your Order. Title to the products passes upon delivery and receipt of payment in full.

Unless otherwise communicated at checkout or otherwise on our Website, the following shall apply:

Delivery in Dubai

CarniStore Raw Range: Orders for any product from our Raw Range placed before 2pm may be delivered the same day. Orders placed after 2pm may be delivered the next day and you have the option to determine what time you receive the Order from the dropdown menu on the checkout page.

CarniStore Cooked Range: Orders for any product from our Cooked Range may be delivered within 24 hours. 

Delivery to other Emirates: Delivery schedules outside Dubai vary depending on the Emirate, distance, and regulatory transport requirements. Available delivery days and time slots are displayed at checkout once the Emirate is selected and form part of your Order.

Peak periods: Delivery and collection timelines may vary during peak periods and public holidays, and any material changes will be communicated to you on the Website. If we operate at maximum capacity, we may be unable to offer any delivery time slots nor collection from our CarniStore address. If this is the case, we will communicate it accordingly on our Website.

CarniStore does not knowingly supply products or services to jurisdictions or persons subject to sanctions imposed by the UAE or applicable international sanctions regimes.

How our Products are described and displayed on our Website

We have taken reasonable measures to ensure the prices, description and images displayed on our Website are correct and that all products are fairly described. However, please note the following:

  1. Product weights are approximate only. When you place your Order, it will be for a nominal weight of produce, at a specified price. You acknowledge and accept that there may be a small variation in the precise weight of the product that is delivered to you.

  2. Product images are illustrative and may not be the actual size.

  3. Any garnish, decoration, serving dishes or utensils are not included unless stated in the product description.

  4. The number of servings given is for guidance only.

  5. All items are subject to availability and we will inform you as soon as possible if any product or service within your Order is not available. We may offer you an alternative product or service of equal value.

You agree to follow any instruction we give you (including, without limitation, any expiry dates or instructions on storage) as provided on your Order packaging or on the Website.


Refund Policy


Due to the perishable nature of food products, returns are generally not accepted unless the product is unsafe, damaged, incorrectly supplied, or otherwise non-compliant with applicable law, in each case, due to the fault of CarniStore.


You are responsible for inspecting your Order promptly upon delivery and for storing and handling food products strictly in accordance with any instructions provided, including any instructions provided on our Website. Failure to follow storage or consumption instructions may affect product quality and limit our ability to provide remedies.

Upon delivery, if you believe any product you have received from your Order is spoiled, unsafe, misdescribed, damaged, incorrectly supplied or late-delivered in circumstances attributable to CarniStore, please contact our CarniStore Customer Service via any of the following channels as soon as reasonably possible at the time of delivery:

  • Call or Whatsapp: +971 56 536 5858

  • Call: +971 4 331 3337

  • Email: carnihelp@carnistore.com

We will immediately investigate your complaint. Where appropriate and in accordance with applicable UAE consumer protection and food safety laws, we may offer you a replacement product and/or a refund. Where a refund is required, such refund shall be processed within 7 working days of confirming eligibility and processed using the original payment method, unless otherwise agreed. Processing times may vary depending on the payment provider. 

Refusal of delivery for reasons unrelated to product safety, quality, or our compliance with the Order may result in the Order being treated as fulfilled.


Nothing in these Terms limits or excludes any mandatory consumer rights available to you under UAE law, including your right to a refund, replacement or compensation where products are spoiled, unsafe, misdescribed, damaged, incorrectly supplied or delivered late in circumstances attributable to us.


CarniTribe Loyalty Program

The CarniTribe Rewards Program rewards our customers for every AED dirham spent on Orders and certain other activities such as following us on social media, celebrating your birthday, referring a friend or by signing up for an account with us. You will be rewarded with Meat Sweat points which can be redeemed for discount coupons representing a certain value in AED dirhams. Each rewarded discount coupon may be applied to reduce the cost of any future Order.

To be able to access and redeem Meat Sweat points, you must create an account on our Website.

Earning Meat Sweat points

The number of Meat Sweat points to be rewarded for each activity or AED dirham spent is specified on our Website. Please note, Meat Sweat points will not be earned on the value of already discounted products, the value of any applicable VAT nor on the cost of any applicable shipping. The terms upon which Meat Sweat points may be earned are outlined on the CarniTribe Loyalty Program panel on our Website and may change from time to time.

If you have an account with us, you may view the available balance of your Meat Sweat points at any time by opening the rewards panel on our Website. You will need to be signed into your account to view your balance.

Redeeming Meat Sweat points

Meat Sweat points may be redeemed for discount coupons by following the instructions on our Website.

Meat Sweat points must be redeemed within 6 months following the date on which such points are earned. Meat Sweat points which have not been redeemed within such period shall expire thereafter and will no longer be available for redemption.

CarniStore reserves the right to amend any term of the CarniTribe Loyalty Program from time to time, without notice to you.

Privacy and Data Protection

CarniStore operates its business with the intention of complying with the federal laws of the United Arab Emirates regarding data protection and user privacy. Please refer to the Privacy Policy for more information.

Personal data may be processed and transferred outside the UAE in accordance with applicable UAE data protection laws and the CarniStore Privacy Policy.

Conduct on our Website or Social Media Sites

Any product review or other content (each a “Submission”) you post on our Website or any social media sites, including, but not limited to, our Facebook page, Instagram page, Pinterest page, Twitter page, YouTube page, LinkedIn page or any other social networking site (a “Social Media Site”), is governed by these Terms. Any such Submission does not necessarily reflect our opinions or ideas and we are not responsible for any such content. In any event, all material posted on any Social Media Site must comply with these Terms and the Social Media Site’s terms of use, as applicable.

By making a Submission you confirm that the Submission is your own and that the content does not infringe the material, trademarks or intellectual property of others. Any material you upload to our Website or Social Media Site will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any material in the Submissions for any purpose.

The following content is prohibited and you agree not to make any Submission that includes:

  • abusive, offensive or otherwise inappropriate language

  • profanity, blasphemy, spiteful, racist, sexually explicit, sexually gratuitous or discriminatory comments or content that might be considered to be harassment, abuse or threats against the personal safety or property of others

  • comments about other reviewers or bloggers

  • remarks that repeat criminal accusations, false, defamatory or misleading statements

  • material which impersonates others or personal information about anyone, including yourself, such as phone numbers, postal addresses or credit card numbers

  • spam or advertising

  • third party brand names or trade marks

  • the spreading of misinformation

  • the violation of public morals

  • hacking activities as per the Cyber Crime Law

  • any other content that violates UAE law

Please let us know if you see any Submissions which do not comply with our Terms, which we have the right to remove.

We may, from time to time, place links on our Website to other websites that we think you may be interested in visiting. We accept no responsibility for the content of any of those websites.

Use of Our Website and Intellectual Property

You agree that you will, at all times, use our Website for lawful purposes only and you may not use it in any way that may infringe the rights of others or restrict anyone’s use of our Website.

You agree that you will not, without our prior written consent, copy, reproduce, republish, download, print, post, distribute, re-post, broadcast, record, transmit, edit, communicate to the public, link to, deep-link into, or distribute in any way the web pages, images or materials on, and the computer codes or elements comprising, the Website or any Social Media Sites other than solely for your own personal use. You may not use the content of the Website or any Social Media Sites for any commercial purposes whatsoever.

All rights, including copyright and other intellectual property rights, in and to this Website are owned by or licensed to CarniStore. Your use of the Website and its contents grant no rights to you in relation to our intellectual property rights, or that of third parties, in the Website or its contents.

Liability

You have certain rights as a consumer, and we shall use reasonable care and skill to ensure the products we supply to you are of satisfactory quality.

We will not be liable for any losses related to service interruptions, data inaccuracies, or unauthorized access to our Website. Further, we will not be liable for any losses related to any business of yours including (without limitation) lost data, lost profits, lost revenues or business interruption. We accept no liability for any losses or damages which are not reasonably foreseeable arising out of or in connection with these Terms or your use of the Website.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these Terms. We will not be liable to you if we are prevented or delayed from complying with our obligations under these Terms by anything you do (or anyone acting on your behalf) or fail to do or events which are beyond our reasonable control. This does not affect your statutory rights where delay or failure results from our fault or from circumstances for which we are legally responsible.

You must follow any instruction we give you (including, without limitation, any expiry dates or instructions on when to consume as provided on packaging or on the Website) to keep products we supply to you safe for consumption. We cannot accept liability for damage to products we have supplied which is caused by your failure to follow any such instruction.

We exclude all representations, warranties, conditions and terms (whether express or implied by statute, common law or otherwise) to the fullest extent permitted by law. 

Nothing in these Terms excludes or limits liability that cannot be excluded under UAE law, including liability arising from food safety violations or mandatory consumer protection obligations. 

You may not assign or sub-contract any of your rights or obligations under these Terms to any third party unless we agree in writing. We may assign, transfer or sub-contract any of our rights or obligations under these Terms to any third party at our discretion.

Only you and CarniStore shall be entitled to enforce these Terms. No third party shall be entitled to enforce any of these Terms.

No delay by us in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

If any of these Terms are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these Terms shall remain in full force and effect.

These Terms set out the entire agreement between you and us and supersede any and all prior terms, conditions, warranties and/or representations to the fullest extent permitted by law.

The Arabic version (can be found here) of these Terms is the governing version for UAE consumers. This English version is provided for convenience. Where permitted by applicable law, the English version may be considered for interpretation.

Regulatory Compliance


CarniStore operates its business with the intention of complying with all applicable UAE federal food safety legislation and with the requirements, standards, and directives of the competent food safety authority in each Emirate to which products are delivered, including but not limited to Dubai Municipality, Abu Dhabi Agriculture and Food Safety Authority (ADAFSA), and other relevant municipal authorities.


Delivery, storage, transport, and handling of products are conducted in accordance with the regulations applicable in the Emirate of delivery.


If a product within your Order is subject to a recall or withdrawal due to food safety concerns or regulatory direction from a competent authority, CarniStore may contact affected customers and provide instructions, replacements, or refunds as required by applicable law.


Where required by UAE law, advertising and promotional materials will be provided in Arabic or bilingually.



Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of the United Arab Emirates (“UAE law”), subject to mandatory consumer protection and food safety laws. Any matter that arises out of your use of this Website (including any contract entered between you and us through the Website) shall be governed by UAE law.

You agree to use reasonable efforts to resolve any dispute with CarniStore amicably, failing which any dispute shall be referred to the courts of Dubai which shall have exclusive jurisdiction, subject to any mandatory consumer dispute resolution mechanisms under UAE law.



Delivery Policy (summary)


Delivery and collection timeslots are displayed at checkout.


Minimum order value for delivery is 100 AED.

No minimum order value for collection from our Store.

What are the delivery fees?

  • Free delivery on orders above AED 300

  • Dubai: AED 20 on orders under AED 300

  • Other Emirates: AED 30 on orders under AED 300

Delivery in Dubai

CarniStore Raw Range: Orders for any product from our Raw Range placed before 2pm may be delivered the same day. Orders placed after 2pm can be delivered the next day.

CarniStore Cooked Range: Orders for any product from our Cooked Range may be delivered within 24 hours. 

Delivery to other Emirates

Delivery schedules vary by Emirate and regulatory requirements and are displayed at checkout.

Peak periods

There may be periods when we operate at maximum capacity and are unable to offer the above delivery time slots nor collection from our CarniStore address. 

Delivery Policy (in full)

CarniStore offers the option to have your Order delivered to an address you may specify at checkout or collection from Alserkal Avenue, Warehouse 6, 17th Street, Al Quoz, Dubai (our “Store”). Delivery and collection timeslots are displayed at checkout.

Delivery fees, schedules and minimum order values are clearly displayed at checkout and form part of your Order. Delivery and collection times will vary depending on the type of product you have chosen and, in the case of delivery only, your location. The applicable delivery charge will be added to your final bill at checkout.

Please think carefully before you choose your delivery time slot as we will be unable to deliver your Order if nobody is able to physically take delivery of it. Please also verify your delivery address carefully before submitting your Order. You will be responsible for any attempted re-delivery charges if we are unable to deliver for reasons beyond our control.

Where products are delivered using third-party logistics providers, CarniStore requires such providers to comply with applicable food safety, temperature-control, hygiene, and transport requirements prescribed by the relevant Emirate authority. In the event of a delivery failure, delay, or loss attributable to us or our delivery partners, please Contact Us and we will investigate promptly to take appropriate remedial action.


CarniStore remains responsible, in accordance with UAE law, for ensuring that products are delivered in a condition fit for human consumption and in accordance with UAE law. All Orders are delivered by vehicles using temperature-controlled logistics. 

Risk in the products passes to you upon physical delivery to the address specified in your Order. Title to the products passes upon delivery and receipt of payment in full.

Unless otherwise communicated at checkout or otherwise on our Website, the following shall apply:

Delivery in Dubai

CarniStore Raw Range: Orders for any product from our Raw Range placed before 2pm may be delivered the same day. Orders placed after 2pm may be delivered the next day and you have the option to determine what time you receive the Order from the dropdown menu on the checkout page.

CarniStore Cooked Range: Orders for any product from our Cooked Range may be delivered within 24 hours. 

Delivery to other Emirates: Delivery schedules outside Dubai vary depending on the Emirate, distance, and regulatory transport requirements. Available delivery days and time slots are displayed at checkout once the Emirate is selected and form part of your Order.

Peak periods: Delivery and collection timelines may vary during peak periods and public holidays, and any material changes will be communicated to you on the Website. If we operate at maximum capacity, we may be unable to offer any delivery time slots nor collection from our CarniStore address. If this is the case, we will communicate it accordingly on our Website.

CarniStore does not knowingly supply products or services to jurisdictions or persons subject to sanctions imposed by the UAE or applicable international sanctions regimes.

 

Refund Policy


Due to the perishable nature of food products, returns are generally not accepted unless the product is unsafe, damaged, incorrectly supplied, or otherwise non-compliant with applicable law, in each case, due to the fault of CarniStore.


You are responsible for inspecting your Order promptly upon delivery and for storing and handling food products strictly in accordance with any instructions provided, including any instructions provided on our Website. Failure to follow storage or consumption instructions may affect product quality and limit our ability to provide remedies.

Upon delivery, if you believe any product you have received from your Order is spoiled, unsafe, misdescribed, damaged, incorrectly supplied or late-delivered in circumstances attributable to CarniStore, please contact our CarniStore Customer Service via any of the following channels as soon as reasonably possible at the time of delivery:

  • Call or Whatsapp: +971 56 536 5858

  • Call: +971 4 331 3337

  • Email: carnihelp@carnistore.com

We will immediately investigate your complaint. Where appropriate and in accordance with applicable UAE consumer protection and food safety laws, we may offer you a replacement product and/or a refund. Where a refund is required, such refund shall be processed within 7 working days of confirming eligibility and processed using the original payment method, unless otherwise agreed. Processing times may vary depending on the payment provider. 

Refusal of delivery for reasons unrelated to product safety, quality, or our compliance with the Order may result in the Order being treated as fulfilled.


Nothing in these Terms limits or excludes any mandatory consumer rights available to you under UAE law, including your right to a refund, replacement or compensation where products are spoiled, unsafe, misdescribed, damaged, incorrectly supplied or delivered late in circumstances attributable to us.