Terms & Conditions

Last Updated: September 28, 2026

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE ACCESSING THIS WEBSITE OR PLACING AN ORDER.

These Terms & Conditions (“Terms”) govern your access to and use of mustelauae.com (the “Website”), including your purchase of products and use of any services, features, content or functionality available through the Website.

The Website is operated by:

Al Shabak General Trading CO. L.L.C.
trading online as Mustela UAE
Warehouse No. 1
Behind Residential Oasis Building
Al Qusais Industrial Area 2
Dubai, United Arab Emirates

Trade Licence No. 200073, issued by Dubai Department of Economy and Tourism.

VAT Tax Registration Number (TRN): 100065311100003.

Telephone: +971 800 4100.

Email: support@mustelauae.com

Throughout these Terms, “Mustela UAE”, “we”, “us” and “our” refer to Al Shabak General Trading CO. L.L.C. in connection with the operation of mustelauae.com.

By visiting the Website, creating an account, placing an order or otherwise using our services, you agree to be bound by these Terms, together with our Privacy Policy, Returns & Refunds Policy and any other policies published on the Website.

If you do not agree with these Terms, please do not use the Website or place an order.

1. Eligibility

You must be at least 18 years old, or otherwise have the legal capacity under applicable law, to enter into a binding contract and make purchases through the Website.

If you are under the applicable legal age, you may use the Website only with the involvement and permission of a parent or legal guardian.

By placing an order, you confirm that the information you provide is accurate and that you are legally authorised to use the payment method provided.

2. Acceptance of These Terms

By accessing or using the Website, you confirm that you have read, understood and agreed to these Terms.

These Terms apply to all users of the Website, including customers, browsers, account holders and other visitors.

Your continued use of the Website is subject to your continued compliance with these Terms and applicable laws and regulations.

We may restrict or terminate access to the Website where we reasonably believe these Terms have been breached or where access creates a security, fraud or legal risk.

3. Changes to These Terms

We may modify these Terms from time to time to reflect:

• Changes in our business;

• Changes to our Website;

• New products or services;

• Changes to applicable laws or regulations;

• Security requirements; or

• Changes to our commercial practices.

Updated Terms will be published on this page together with a revised “Last Updated” date.

Where appropriate or required by law, we may provide additional notice of material changes.

Your continued use of the Website after updated Terms take effect constitutes acceptance of those updated Terms to the extent permitted by applicable law.

We recommend reviewing this page periodically.

4. Use of the Website

We grant you a limited, personal, non-exclusive, non-transferable and revocable right to access and use the Website for lawful personal shopping and informational purposes.

You may not use the Website:

• For unlawful or fraudulent purposes;

• To infringe the rights of Mustela UAE or any third party;

• To distribute malware, viruses or harmful software;

• To interfere with Website security or functionality;

• To obtain unauthorised access to accounts or systems;

• To scrape, copy or harvest Website content through automated means without permission;

• To make fraudulent transactions;

• To impersonate another person or organisation;

• To collect personal information about other users without permission;

• To resell Website access;

• To reproduce Website content for commercial purposes without authorisation; or

• In any other manner prohibited by applicable law.

We reserve all rights not expressly granted under these Terms.

5. Registration and Customer Accounts

You may be able to create an account on the Website.

When creating or maintaining an account, you agree to provide accurate, current and complete information.

You are responsible for:

• Maintaining the confidentiality of your login details;

• Protecting your password;

• Keeping account information current;

• Restricting unauthorised access to your device or account; and

• Activities carried out through your account where permitted by applicable law.

You should contact us promptly if you believe your account has been compromised or used without your permission.

We may suspend or close an account where we reasonably suspect:

• Fraud;

• Unauthorised access;

• Misuse of promotions;

• Resale activity;

• False information;

• Breach of these Terms; or

• Other unlawful or abusive activity.

6. Privacy and Marketing

Our collection and processing of personal information are governed by our Privacy Policy, in accordance with Federal Decree-Law No. 45 of 2021 (PDPL). We send marketing messages only with your consent, and you may withdraw it at any time.

6A. Product Authenticity

All products are sourced from Laboratoires Expanscience or its authorised channels and are intended for sale in the UAE. Products are subject to applicable UAE cosmetic and personal-care labelling and safety requirements. Batch numbers and expiry dates are printed on packaging.

7. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, ingredients, specifications, prices and other information displayed on the Website are accurate.

However, packaging, product appearance, formulation, labels or specifications may occasionally change.

Images displayed on the Website are provided for illustrative purposes. Actual colours, packaging appearance and product presentation may vary depending on your device, manufacturing updates or packaging changes.

You should always read the information, directions, warnings and ingredients printed on the product packaging before use.

If information on the Website differs from information provided on the physical product packaging, you should follow the information appearing on the current product packaging unless advised otherwise by an appropriate professional or Mustela UAE.

8. Product Availability

All products displayed on the Website are subject to availability.

Displaying a product on the Website does not guarantee that it will be available when you place an order.

We may:

• Limit quantities;

• Withdraw products;

• Modify product ranges;

• Restrict products to certain locations;

• Introduce purchase limits; or

• Discontinue products

at any time, subject to applicable law.

If a product becomes unavailable after you place an order, we will contact you where reasonably possible and may cancel the unavailable item and issue the applicable refund.

9. Prices and VAT

Unless otherwise stated, prices are in UAE Dirhams (AED) and include 5% VAT where applicable. A tax invoice showing our VAT TRN will be provided with or after your order. Prices displayed at checkout apply to your order, subject to correction of obvious errors and applicable law. Delivery charges, if any, are shown before you pay. Orders above AED 220 qualify for free standard delivery in the UAE, unless stated otherwise.

9A. Cancellation Before Dispatch

You may request to cancel an order before it is dispatched by contacting support@mustelauae.com with your order number. If the order has already been dispatched, our Refund Policy will apply. Where we cancel an order, we will refund any amount paid.

10. Orders

To place an order, follow the checkout process displayed on the Website.

Before submitting your order, you are responsible for reviewing:

• Products selected;

• Quantities;

• Delivery address;

• Contact details;

• Applicable charges; and

• Payment information.

After submitting an order, you may receive an electronic acknowledgement confirming that we have received it.

Receipt of an order acknowledgement does not necessarily mean that we have accepted the order.

Your order is accepted when we confirm acceptance, process the order for fulfilment or otherwise communicate that the order has been accepted.

All orders remain subject to:

• Product availability;

• Successful payment authorisation;

• Verification checks;

• Delivery availability; and

• These Terms.

11. Right to Refuse or Cancel an Order

We may refuse, limit or cancel an order where reasonably necessary, including where:

• A product is unavailable;

• An obvious pricing or product-description error has occurred;

• Payment cannot be authorised;

• We suspect fraud or unauthorised use of a payment method;

• Incorrect or incomplete customer information has been supplied;

• An order appears intended for unauthorised commercial resale;

• Purchase limits have been exceeded;

• Delivery cannot reasonably be completed;

• The order breaches these Terms; or

• We are required to do so by law.

If payment has already been collected for an order that we cancel, we will refund the applicable amount in accordance with applicable law and our payment processes.

12. Personal Use and Resale

Products offered through Mustela UAE are intended primarily for personal and household use.

Unless separately authorised by us in writing, you may not place orders for the primary purpose of commercial resale, wholesale distribution or unauthorised redistribution.

We may limit or cancel orders where the quantity, frequency or pattern of purchases reasonably indicates unauthorised resale activity.

13. Payment

Available payment methods are shown at checkout. Payments are processed in AED by secure third-party providers. Your bank may apply its own fees or foreign-currency charges.

By submitting payment information, you confirm that:

• The information provided is accurate;

• You are authorised to use the payment method;

• There are sufficient funds or credit available where relevant; and

• You authorise the applicable payment provider to process the transaction.

Payment processing may be provided by Shopify and/or third-party payment service providers.

We do not necessarily receive or store complete payment-card details where those details are handled directly by authorised payment processors.

An order may be cancelled or suspended if payment is declined, reversed, identified as potentially fraudulent or otherwise cannot be verified.

14. Taxes

Applicable taxes, including VAT where relevant, will be handled in accordance with UAE law. VAT is charged at the rate set by UAE law (currently 5%) and is included in the displayed price unless stated otherwise.

15. Delivery

Products are delivered to locations supported by Mustela UAE.

Available delivery areas, charges and applicable thresholds may be displayed on the Website or during checkout.

You are responsible for providing:

• A complete delivery address;

• Correct contact information;

• Building, apartment or villa information where required; and

• Any reasonable delivery instructions.

Incorrect or incomplete information may delay delivery.

16. Delivery Times

Any delivery period provided on the Website or at checkout is an estimate unless expressly stated otherwise.

Delivery may be affected by circumstances outside our reasonable control, including:

• Courier delays;

• Severe weather;

• Public holidays;

• Customs requirements where applicable;

• Incorrect addresses;

• Access restrictions;

• Operational disruption; or

• Events of force majeure.

We will make reasonable efforts to deliver your order within the communicated timeframe.

Nothing in this section limits any mandatory consumer rights available under UAE law in relation to delayed delivery.

17. Receipt of Products

When your order is delivered, you should inspect it promptly. Please report any damaged, incorrect, incomplete or defective item within [7] days of delivery (or as soon as you discover a hidden defect) so that we can investigate. Your statutory consumer rights remain unaffected.

18. Returns & Refunds

We do not currently offer exchanges unless required under applicable law or otherwise expressly agreed by Mustela UAE. Defective, damaged or incorrect products will be replaced or refunded in accordance with UAE consumer-protection law and our Returns & Refunds Policy. Other exchanges are not offered.

Return requests should generally be submitted within 30 days of delivery of purchase. Returns must be approved by Mustela UAE Customer Service before products are sent back.

For discretionary returns that are not the result of defective, damaged, incorrect or non-conforming product, the customer may be responsible for return shipping charges.

Where a return is due to a defective, damaged, incorrect or non-conforming product, we bear the return shipping cost.

For change-of-mind returns the customer bears return shipping, and opened or used personal-care products cannot be returned for hygiene and safety reasons.

See our Returns & Refunds Policy for details.

19. Promotions and Discount Codes

From time to time, Mustela UAE may offer:

• Promotional codes;

• Discount codes;

• Gifts with purchase;

• Product bundles;

• Free delivery offers;

• Limited-time offers; or

• Other promotions.

Unless stated otherwise:

• Promotions apply only during the advertised period;

• Promotions cannot be applied retrospectively;

• Promotions have no cash value;

• Promotional codes may be limited to one use per customer;

• Promotions may apply only to selected products;

• Promotions may not be combined with other discounts;

• Certain products may be excluded; and

• Promotions are subject to availability.

Additional terms may apply to individual promotions.

Where promotional-specific terms conflict with these general Terms, the specific promotional terms will apply to that promotion to the extent permitted by law.

We may refuse or cancel promotional transactions where there is reasonable evidence of fraud, abuse, manipulation or technical error.

20. Errors and Inaccuracies

Occasionally, information on the Website may contain:

• Typographical errors;

• Pricing errors;

• Incorrect product descriptions;

• Incorrect availability information; or

• Other inaccuracies.

We reserve the right to correct errors or update information at any time.

If an obvious error affects an order you have already submitted, we may contact you to confirm whether you wish to proceed under the corrected information or cancel the affected order, subject to applicable law.

21. Intellectual Property

The Website and its contents may include:

• Trade marks;

• Brand names;

• Logos;

• Product names;

• Photographs;

• Graphics;

• Illustrations;

• Text;

• Videos;

• Designs;

• Software;

• Layouts;

• Product information; and

• Other materials.

These materials are owned by or licensed to Mustela, Laboratoires Expanscience, Mustela UAE, their affiliates or their respective licensors and may be protected by copyright, trade mark and other intellectual property laws.

Nothing on the Website transfers intellectual property rights to you.

You may access Website content for personal, non-commercial use.

Without prior written permission, you may not:

• Reproduce substantial Website content;

• Republish content commercially;

• Modify protected content;

• Sell or license Website content;

• Use Mustela trade marks commercially;

• Create unauthorised derivative works;

• Frame the Website;

• Systematically extract Website data; or

• Use Website content in a manner that infringes intellectual property rights.

22. Mustela Trade Marks

“MUSTELA”, associated logos, designs, packaging, product names and other distinctive marks may be trade marks or protected intellectual property belonging to Laboratoires Expanscience or related entities.

Use of these marks without appropriate authorisation is prohibited except where permitted by law.

23. User-Generated Content

Where the Website allows customers to submit:

• Reviews;

• Ratings;

• Comments;

• Photographs;

• Testimonials;

• Feedback; or

• Other content,

you retain ownership of any rights you hold in that content.

By voluntarily submitting content for publication, you grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, adapt and use the content in connection with operating, promoting and improving Mustela UAE, subject to applicable law.

You confirm that content you submit:

• Is accurate to the best of your knowledge;

• Belongs to you or you have permission to use it;

• Does not infringe third-party rights;

• Does not violate privacy rights;

• Is not defamatory;

• Does not contain unlawful content; and

• Does not breach these Terms.

24. Prohibited User Content

You must not submit content that:

• Is unlawful;

• Is threatening or abusive;

• Is defamatory;

• Contains hateful or discriminatory material;

• Is obscene or pornographic;

• Encourages violence or illegal activity;

• Violates another person's privacy;

• Contains another person's confidential information;

• Infringes copyright, trade marks or other intellectual property rights;

• Contains malware or harmful software;

• Is deliberately misleading;

• Impersonates another person;

• Constitutes spam or unauthorised advertising; or

• Otherwise violates applicable law.

We may remove or decline to publish content where we reasonably believe that it violates these Terms or applicable law.

25. Reviews and Testimonials

Customer reviews and testimonials may reflect individual experiences and should not be interpreted as guarantees that every customer will experience the same result.

We may moderate reviews for legitimate purposes, including:

• Removing unlawful material;

• Removing spam;

• Protecting personal information;

• Correcting obvious formatting issues; or

• Ensuring compliance with these Terms.

We do not undertake to modify the substance of a genuine customer review merely because it is critical of a product or service.

26. Health and Medical Information

Information available through Mustela UAE, including:

• Articles;

• Product descriptions;

• Skin-care information;

• Ingredient information;

• Educational content;

• Guides;

• Videos;

• Images; and

• Customer-service communications

is provided primarily for general informational and educational purposes.

It is not intended to replace advice from a doctor, dermatologist, pharmacist or other qualified healthcare professional.

You should consult an appropriate healthcare professional if you:

• Have a medical condition;

• Have concerns about a baby's or child's skin;

• Experience a significant or unexpected reaction;

• Are uncertain whether a product is appropriate for you or your child;

• Are pregnant or breastfeeding and have product-specific concerns; or

• Require diagnosis or medical treatment.

Always follow product labels, directions and warnings.

If you experience a serious medical reaction or emergency, seek appropriate medical assistance immediately.

Use of the Website or communication with Mustela UAE does not create a doctor-patient or other healthcare-professional relationship.

27. Product Use and Adverse Reactions

If you believe a product has caused a reaction, stop using it, seek medical advice if needed, and contact us with the product name, batch number and, if possible, photographs. We may be required to report adverse reactions to the manufacturer and competent UAE authorities, and we will handle related personal data in line with our Privacy Policy.

28. Third-Party Links

The Website may contain links to external websites, services or social-media platforms.

Third-party websites are operated independently from Mustela UAE.

We do not control and are not responsible for third-party:

• Content;

• Privacy practices;

• Security;

• Availability;

• Products;

• Services; or

• Terms and conditions.

Providing a link does not necessarily mean that we endorse all content or services provided by the third party.

You access third-party websites at your own discretion and should review their applicable terms and privacy policies.

29. Shopify and Third-Party Services

Our online store is powered by Shopify.

Shopify and other service providers may provide functionality including:

• Hosting;

• Checkout;

• Payment processing;

• Security;

• Customer accounts;

• Analytics; and

• E-commerce infrastructure.

Use of certain services or payment methods may also be subject to terms imposed by those third-party service providers.

Nothing in such third-party terms reduces mandatory consumer rights available under applicable law.

30. Website Availability

We aim to keep the Website available and functioning correctly.

However, we cannot guarantee uninterrupted availability.

The Website may occasionally be unavailable because of:

• Maintenance;

• Technical issues;

• Security incidents;

• Software updates;

• Network failures;

• Hosting issues; or

• Circumstances outside our reasonable control.

We may modify, suspend or discontinue Website features where reasonably necessary.

31. Website Security

You must not attempt to:

• Circumvent Website security;

• Probe Website vulnerabilities without authorisation;

• Access restricted areas;

• Interfere with Website infrastructure;

• Distribute malicious software;

• Conduct denial-of-service attacks;

• Obtain another user's login information; or

• Manipulate transactions or checkout processes.

We reserve the right to take appropriate technical and legal action against suspected security abuse.

32. Disclaimer

We use reasonable care in operating the Website and providing information concerning our products.

However, except for rights and warranties that cannot legally be excluded, the Website is provided on an “as available” basis.

We do not guarantee that:

• Website access will always be uninterrupted;

• Every error will be corrected immediately;

• Every browser or device will display the Website identically; or

• Third-party services linked to the Website will remain continuously available.

Nothing in these Terms excludes or limits warranties, guarantees or rights that cannot legally be excluded under UAE law.

33. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

To the maximum extent permitted by applicable law, Mustela UAE will not be responsible for indirect, incidental or consequential losses that were not reasonably foreseeable and that arise solely from the use or inability to use the Website.

We are not responsible for losses caused solely by:

• Unauthorised use of your account where we were not responsible for the unauthorised access;

• Incorrect information supplied by you;

• Third-party websites;

• Events outside our reasonable control; or

• Use of products contrary to their instructions or warnings.

This section does not limit any mandatory consumer remedy available to you under applicable UAE law.

34. Force Majeure

We will not be responsible for failure or delay in performing obligations where the failure or delay is caused by circumstances beyond our reasonable control.

These may include:

• Natural disasters;

• Floods;

• Severe weather;

• Epidemics or pandemics;

• Acts of government;

• War or civil disturbance;

• Labour disruption;

• Transport interruption;

• Telecommunications failures;

• Cyber incidents;

• Utility failures;

• Supply-chain disruption; or

• Other comparable circumstances.

Where such circumstances affect an order, we will take reasonable steps to communicate with affected customers and fulfil or resolve the order in accordance with applicable law.

35. Indemnity

To the extent permitted by applicable law, you agree to be responsible for losses, liabilities or reasonable costs arising directly from your deliberate unlawful misuse of the Website or material breach of these Terms.

This provision does not limit your statutory consumer rights and does not make you responsible for losses caused by Mustela UAE's own acts or omissions where such liability cannot lawfully be excluded.

36. Complaints

We aim to acknowledge complaints within [2] working days and resolve them within [14] days. If you remain dissatisfied, you may contact the Dubai Department of Economy and Tourism (consumer protection), the UAE Ministry of Economy, or the competent courts.

37. Consumer Rights

Nothing in these Terms is intended to exclude, restrict or waive rights granted to consumers under mandatory UAE legislation.

Where these Terms conflict with mandatory provisions of applicable consumer-protection legislation, the mandatory legal provision will apply.

This includes applicable rights concerning products that are defective, damaged, incomplete, incorrectly described or otherwise fail to comply with mandatory requirements.

38–39. Governing Law and Jurisdiction

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Subject to your mandatory consumer rights, disputes that cannot be resolved amicably are subject to the jurisdiction of the competent courts of Dubai.

40. Electronic Communications

When you:

• Visit the Website;

• Place an order;

• Create an account;

• Send us an email;

• Complete a Website form; or

• Otherwise communicate electronically,

you consent to receiving relevant communications electronically where permitted by law.

Electronic communications may include:

• Order confirmations;

• Payment notifications;

• Delivery updates;

• Account information;

• Customer-service responses;

• Policy notices; and

• Other transactional communications.

Marketing communications will be handled in accordance with our Privacy Policy and applicable consent requirements.

41. Notices

We may provide notices by:

• Email;

• Website notification;

• Account notification; or

• Posting information on the Website,

where appropriate and permitted by law.

You are responsible for ensuring that the email address associated with your account remains current.

42. Severability

If any part of these Terms is found by a competent authority or court to be invalid or unenforceable, that provision will be interpreted or limited to the minimum extent necessary, where legally possible.

The remaining provisions will continue in effect.

43. Waiver

If we do not immediately exercise a right available under these Terms, this does not mean that we have waived that right.

Any waiver applies only to the specific matter for which it is given.

44. Assignment

You may not transfer your contractual rights or obligations under these Terms without our prior written agreement where such consent is legally required.

We may transfer or assign our rights and obligations in connection with a business restructuring, merger, acquisition or transfer of operations, subject to applicable law and without reducing your statutory consumer rights.

45. Entire Agreement

These Terms, together with our:

• Privacy Policy;

• Returns & Refunds Policy;

• Shipping or delivery information;

• Promotional terms where applicable; and

• Other policies expressly incorporated into these Terms

constitute the agreement governing your use of the Website and purchases made through it.

Any mandatory rights granted by applicable law apply regardless of anything stated in these Terms.

46. Language

These Terms are available in English and Arabic. In case of inconsistency, the Arabic version prevails to the extent required by UAE law. Invoices and consumer information are available in Arabic on request.

47. Contact Us

If you have questions about these Terms & Conditions, an order or any aspect of the Website, please contact:

Mustela UAE
Al Shabak General Trading CO. L.L.C.

Warehouse No. 1
Behind Residential Oasis Building
Al Qusais Industrial Area 2
Dubai, United Arab Emirates

Email: support@mustelauae.com
Website: mustelauae.com

We welcome customer questions and will make reasonable efforts to assist with enquiries relating to our Website, products and services.