Terms of service

Last updated: 29 May 2026

Welcome to Hemingway. These Terms of Service explain the rules and conditions that apply when you access our website, browse our products, create an account, place an order, or use any service provided through Hemingway.ae.

In these Terms, “Hemingway”, “we”, “us”, and “our” refer to Hemingway, the operator of this website and online store. “You” and “your” refer to any visitor, customer, account holder, or user of our website and services.

By using our website or placing an order, you agree to these Terms of Service, together with our Privacy Policy, Refund Policy, Shipping Policy, and any other policy referenced on our website. If you do not agree with these Terms, please do not use our website or place an order.

1. About Our Website

Hemingway.ae is an online store offering luxury electric humidors, premium cigar-related accessories, travel cases, cutters, lighters, ashtrays, limited edition items, and related products.

Our website is powered by Shopify, which provides the platform that allows us to display products, process orders, manage payments, and provide a secure shopping experience.

2. Eligibility and Adult Use

By using this website or placing an order, you confirm that you are legally allowed to purchase the products offered on our website in your country, emirate, province, or place of residence.

Our products are intended for adult customers only. You must not purchase, attempt to purchase, or supply our products to minors. We reserve the right to request age verification, identification, delivery confirmation, or additional information before accepting or delivering an order.

You are responsible for complying with all applicable laws and regulations in your location, including any rules relating to the purchase, possession, import, delivery, or use of cigar-related accessories, lighters, humidors, and related products.

3. Account Information and Customer Details

You may be asked to provide personal information when placing an order, creating an account, contacting us, or using our services. This may include your name, phone number, email address, billing address, shipping address, payment details, and order information.

You agree that all information you provide to us must be accurate, complete, and up to date. If your information is incorrect, incomplete, or cannot be verified, your order may be delayed, cancelled, or returned.

You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account.

4. Products and Product Information

We aim to display our products as accurately as possible, including product descriptions, specifications, images, prices, availability, colors, materials, sizes, and features.

However, product images may appear slightly different depending on your device, screen settings, lighting, photography, or product batch. Small variations in color, texture, wood grain, leather finish, packaging, or handmade details may occur and do not necessarily mean the product is defective.

Product descriptions, availability, prices, offers, specifications, and packaging may change without prior notice. We reserve the right to update, modify, discontinue, or limit any product at any time.

5. Electric Humidors and Product Care

Electric humidors and humidity-control products must be used according to the instructions provided with the product or shared by our team. Customers are responsible for proper setup, placement, seasoning where applicable, maintenance, cleaning, and use of suitable water or humidity-control materials.

Damage or performance issues caused by misuse, incorrect installation, improper voltage, poor ventilation, physical damage, unsuitable environment, unauthorized repair, incorrect water, neglect, or failure to follow product-care instructions may not be covered by warranty, return, or service support.

Electric humidors should be placed in a suitable indoor environment away from direct sunlight, excessive heat, water exposure, unstable surfaces, and poor ventilation.

6. Lighters, Gas, and Related Accessories

For safety and shipping reasons, lighters and similar products may be supplied without gas or fuel unless clearly stated otherwise on the product page or order confirmation.

Customers are responsible for using lighters, cutters, and related accessories safely and in accordance with applicable laws and safety instructions. Hemingway is not responsible for damage, injury, misuse, or loss caused by improper handling, unsafe storage, modification, or use of these products.

7. Orders

When you place an order through our website, you are making an offer to purchase the selected product or products. An order is not fully accepted until we confirm the order, verify the necessary details, and process the applicable payment method.

We reserve the right to accept, reject, cancel, hold, or request verification for any order for reasons including, but not limited to:

• Product unavailability

• Incorrect pricing or product information

• Payment failure or payment verification issue

• Incorrect or incomplete customer details

• Incorrect or unreachable phone number

• Delivery location limitations

• Suspected fraud, misuse, or unauthorized transaction

• Legal, regulatory, or safety concerns

If we cancel an order after payment has been made, we will arrange a refund according to our Refund Policy and the payment provider’s processing timeline.

8. Payment Methods

Available payment methods may include debit card, credit card, Apple Pay, Google Pay, payment link, Cash on Delivery where available, and other payment methods shown at checkout or confirmed by our team.

For prepaid orders, payment must be received and approved before the order is confirmed and prepared for dispatch.

For Cash on Delivery orders, we may contact you by phone or WhatsApp to confirm the order before processing. If we cannot confirm the order within a reasonable time, we may cancel or hold the order.

Payment links may be sent by our team through WhatsApp, phone, email, or another approved communication channel. Orders paid through payment links are confirmed only after payment is successfully completed.

Installment or “buy now, pay later” options, including Tabby or Tamara where available, may be offered on request and may be subject to approval, eligibility checks, and the terms of the relevant third-party payment provider.

9. Prices, Currency, Taxes, and Fees

Prices are shown in the currency displayed on the website at the time of purchase, unless otherwise stated. For selected markets, prices may be shown in AED or another available currency depending on website settings and customer location.

Prices, discounts, promotions, and availability may change without prior notice. The price charged for a product will be the price displayed at checkout when the order is placed, unless there is an obvious error.

Shipping fees, VAT, customs duties, import charges, delivery charges, or other government or carrier fees may apply depending on your delivery location and selected shipping method. Where applicable, these charges may be shown at checkout or collected separately by the courier, customs authority, or delivery provider.

For international or cross-border orders, you are responsible for confirming that the product can be legally imported into your destination country and for paying any applicable customs duties, taxes, or import-related charges.

10. Promotions and Offers

Promotions, discount codes, bundles, free delivery offers, gifts, and special prices may be subject to additional conditions, expiry dates, product exclusions, market restrictions, or minimum order requirements.

We reserve the right to modify, suspend, cancel, or refuse any promotion if we believe it has been misused, applied incorrectly, affected by technical error, or used in a way that was not intended.

Promotional offers cannot always be combined with other discounts unless clearly stated.

11. Shipping and Delivery

Shipping and delivery are subject to our Shipping Policy and the delivery options available for your location.

Delivery timelines are estimates only. While we aim to process and deliver orders as quickly as possible, delivery may be affected by courier delays, public holidays, customs processing, incorrect customer information, failed delivery attempts, weather, operational delays, or events outside our control.

For UAE orders, Cash on Delivery orders may require confirmation before processing. Orders placed after the stated cut-off time may be processed on the next business day.

For GCC or international orders, Cash on Delivery may not be available. Prepaid payment may be required before dispatch.

If delivery fails because of incorrect contact details, unreachable phone number, wrong address, customer refusal, or failure to receive the order, the order may be returned to us and additional delivery charges may apply for re-delivery.

Risk of loss or damage generally passes to the customer once the order is delivered to the customer, customer’s representative, selected address, reception, security desk, courier collection point, or other location approved by the customer or delivery provider.

12. Returns, Exchanges, and Refunds

Returns, exchanges, and refunds are handled according to our Refund Policy.

To request a return, exchange, or refund, you must contact us within the applicable return period and provide your order details, proof of purchase, and reason for the request.

Returned items must be unused, undamaged, complete, and in their original packaging unless the return relates to an approved defect or delivery issue.

Items returned without prior approval may not be accepted.

Certain items may not be eligible for return or exchange, including used products, damaged products, customized or special-order items, items missing original packaging or accessories, and products that cannot be resold for safety, hygiene, or product-condition reasons.

Refunds, where approved, will be processed to the original payment method unless otherwise agreed. Bank, card issuer, or payment provider processing times may vary.

13. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it. If your item is damaged, defective, incomplete, or incorrect, contact us as soon as possible with your order number, photos or videos of the issue, and a clear explanation.

We will review the case and may offer repair, replacement, exchange, return, refund, or another suitable solution depending on the product, issue, warranty status, and applicable law.

Damage caused after delivery, misuse, mishandling, improper installation, incorrect use, unauthorized repair, or failure to follow care instructions may not qualify for refund, replacement, or warranty service.

14. Warranty and After-Sales Support

Some products may include warranty coverage depending on the product type, brand, supplier, and warranty terms stated on the product page, invoice, warranty card, or service confirmation.

Warranty coverage does not usually include misuse, physical damage, accidental damage, water damage, power issues, unauthorized repair, normal wear and tear, consumable items, cosmetic changes, improper maintenance, or failure to follow product instructions.

For service or warranty requests, we may ask you to provide your order number, invoice, product photos or videos, serial number where applicable, and a description of the issue.

After-sales support may include guidance, inspection, repair coordination, replacement parts where available, or referral to the relevant supplier or service provider.

15. Product Availability and Stock

Product availability shown on the website is subject to change. A product may become unavailable after an order is placed due to stock movement, inventory error, supplier delay, or system update.

If a product is unavailable after you place an order, we may contact you to offer an alternative product, delayed delivery, store credit, or refund.

16. Accuracy of Website Information

We try to ensure that all website information is accurate and updated. However, errors, inaccuracies, or omissions may occur, including in product descriptions, pricing, promotions, shipping fees, delivery timelines, stock availability, specifications, or images.

We reserve the right to correct errors, update information, cancel orders, or refuse orders affected by incorrect information, even after an order has been submitted.

17. Intellectual Property

All content on this website, including text, product descriptions, images, videos, logos, brand names, graphics, design, layout, icons, and other materials, belongs to Hemingway, its suppliers, licensors, partners, or content providers, unless otherwise stated.

You may use the website for personal and non-commercial purposes only. You must not copy, reproduce, modify, distribute, publish, sell, exploit, or use any website content without our prior written permission.

The Hemingway name, logo, product names, designs, slogans, and brand elements must not be used without our written approval.

18. Reviews, Feedback, and User Content

If you submit a review, comment, photo, video, suggestion, message, or other content to us or through our website, you confirm that the content is accurate, lawful, and does not violate the rights of any third party.

By submitting content, you give Hemingway permission to use, reproduce, publish, display, edit, translate, and share that content for business, marketing, website, social media, customer service, and promotional purposes, unless prohibited by applicable law.

We may remove or edit content that we consider inappropriate, misleading, offensive, unlawful, promotional, spam, or unrelated to our products or services.

19. Third-Party Services and Links

Our website may include links, tools, payment providers, delivery providers, social media platforms, WhatsApp, Shopify services, analytics tools, or other third-party services.

We are not responsible for third-party websites, services, policies, content, payment decisions, delivery actions, technical issues, or terms. Your use of third-party services may be subject to their own terms and privacy policies.

Payment, installment, delivery, and courier services may require approval or verification by the relevant third-party provider.

20. Relationship with Shopify

Our website is powered by Shopify. Shopify provides the platform and technical services that help us operate the online store.

Any sale made through our website is between you and Hemingway, not Shopify. Shopify is not responsible for the products you purchase from us, our order handling, delivery, returns, customer support, warranty, or after-sales service.

21. Privacy and Personal Information

Your personal information is handled according to our Privacy Policy.

By using our website, placing an order, contacting us, or creating an account, you acknowledge that we may collect and process personal information to operate the website, process orders, arrange delivery, communicate with you, provide support, prevent fraud, improve our services, and comply with legal obligations.

Because our website is powered by Shopify and uses third-party service providers, your information may be processed by Shopify, payment providers, courier partners, analytics providers, marketing tools, and other service providers where necessary.

22. Prohibited Uses

You agree not to use our website or services:

• For any unlawful, fraudulent, harmful, abusive, or misleading purpose

• To violate any law, regulation, or third-party right

• To provide false, incomplete, or misleading information

• To misuse payment methods, discount codes, promotions, or customer accounts

• To impersonate another person or business

• To upload or transmit viruses, malware, harmful code, spam, or unauthorized advertising

• To scrape, copy, reproduce, or exploit website content without permission

• To interfere with website security, functionality, or normal operation

• To harass, abuse, threaten, defame, or harm our team, partners, customers, or service providers

• To purchase products for illegal resale, unauthorized export, or supply to minors

We reserve the right to suspend, block, cancel, or refuse access, accounts, orders, or services if we believe these Terms have been violated.

23. Limitation of Liability

To the fullest extent permitted by applicable law, Hemingway and its owners, employees, partners, suppliers, service providers, affiliates, and representatives shall not be liable for indirect, incidental, special, punitive, or consequential damages, including loss of profit, loss of revenue, loss of data, loss of business, loss of opportunity, or similar damages arising from your use of the website, products, or services.

Our total liability for any claim relating to an order shall not exceed the amount paid by you for the product giving rise to the claim, except where applicable law requires otherwise.

Nothing in these Terms limits liability where it cannot legally be limited under applicable law.

24. Disclaimer of Warranties

The website and services are provided on an “as available” basis. While we aim to provide a reliable and secure website, we do not guarantee that the website will always be uninterrupted, error-free, secure, or free from technical issues.

Product warranties, if any, are limited to the warranty terms provided with the product or confirmed by Hemingway. Except as expressly stated, we do not provide additional warranties beyond those required by applicable law.

25. Indemnification

You agree to indemnify and hold harmless Hemingway, its owners, employees, affiliates, partners, suppliers, service providers, and representatives from any claims, losses, damages, liabilities, costs, or expenses arising from:

• Your breach of these Terms

• Your misuse of the website or products

• Your violation of any law or regulation

• Your violation of another person’s rights

• Incorrect, false, or misleading information provided by you

• Unauthorized resale, export, or supply of products

26. Force Majeure

We are not responsible for delay, failure, or inability to perform our obligations where caused by events beyond our reasonable control. This may include courier delays, customs delays, government actions, public holidays, natural events, technical failures, supplier delays, payment provider issues, internet outages, strikes, accidents, or other unexpected circumstances.

27. Termination or Suspension

We may suspend, restrict, or terminate your access to our website, account, or services at any time if we believe you have violated these Terms, misused our services, provided false information, created risk for Hemingway or others, or acted unlawfully.

Any amounts due before termination remain payable.

28. Severability

If any part of these Terms is found to be invalid, unlawful, or unenforceable, that part will be treated as removed or limited to the minimum extent necessary. The remaining parts of these Terms will continue to apply.

29. No Waiver

If we do not enforce any part of these Terms immediately, this does not mean we waive our right to enforce it later.

30. Entire Agreement

These Terms, together with our Privacy Policy, Refund Policy, Shipping Policy, product page information, and any other policies posted on our website, form the entire agreement between you and Hemingway regarding your use of the website and purchase of products.

31. Assignment

You may not transfer or assign your rights or obligations under these Terms without our prior written consent.

We may transfer, assign, or delegate our rights and obligations under these Terms where necessary for business, operational, legal, or service-related reasons.

32. Governing Law and Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.

Any dispute arising from or relating to these Terms, the website, products, services, or any purchase made through the website shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates, unless applicable law requires otherwise.

33. Changes to These Terms

We may update or modify these Terms from time to time. The latest version will be posted on this page with the updated date.

Your continued use of the website after changes are posted means you accept the updated Terms.

34. Contact Information

If you have any questions about these Terms of Service, your order, or our policies, you may contact us using the details below:

Hemingway
Address: 1 Al Manama St, Warsan First, Dubai International City, Dubai, United Arab Emirates
WhatsApp: +971 58 571 8153
Phone: +971 58 571 8153
Email: info@sinotobacco.com