Terms of Use

1. Acceptance of These Terms

These Terms of Use (“Terms”) are a binding legal agreement between you and Crystal Arc Factory LLC (“Crystal Arc,” “we,” “us,” “our”). By accessing or using crystalarc.net (the “Site”), submitting an enquiry, requesting a quotation, or placing an order by any channel, including WhatsApp, email, phone, or in person. You confirm that you have read, understood, and agree to be bound by these Terms in full. If you are acting on behalf of a company or other organisation, you confirm you have authority to bind that organisation to these Terms, and “you” refers to that organisation. If you do not agree to these Terms, you must not use the Site or place an order.

2. About Crystal Arc

Crystal Arc Factory LLC is a manufacturer of custom trophies, awards, corporate gifts, and luxury packaging, headquartered in Dubai, United Arab Emirates, with offices in Abu Dhabi, UAE and Riyadh, Saudi Arabia. These Terms apply to all quotations, orders, and commissions placed through our Site, WhatsApp, email, phone, or in person, and supersede any prior discussions, proposals, or representations not confirmed in writing.

3. Website Use and Intellectual Property

All content on the Site, including text, images, product photography, 3D models, and design layouts, is owned by or licensed to Crystal Arc and is protected by copyright, trademark, and other intellectual property laws worldwide. You may view and share Site content for personal, non-commercial reference, but may not reproduce, copy, scrape, resell, sublicense, or use it for any commercial purpose without our prior written consent. Any unauthorised use may result in legal action and, where applicable, claims for damages and costs.

4. Quotations, Orders & Custom Commissions

Every Crystal Arc piece is custom-manufactured to order. Our process generally follows: (1) you submit a brief via the Site, WhatsApp, or email; (2) we provide a written quotation and, where applicable, a 3D render or design proof for your approval; (3) once you approve the design and confirm the order in writing (including by email, WhatsApp message, or signed invoice), a binding contract is formed on these Terms, and production begins. Prices quoted are valid for the period stated in the quotation and may change if the brief, quantity, materials, or timeline change after confirmation.

Because every piece begins production only after your written approval of the design, you are solely responsible for checking all text, spelling, logos, colours, and dimensions before approving. By approving a design, you accept it as final and release Crystal Arc from any liability for errors, omissions, or inaccuracies that were present in the design you approved.

5. Pricing, Payment & Title

Prices are quoted in AED or USD as stated on your quotation. Unless otherwise agreed in writing, we require a deposit to confirm an order and begin production, with the balance due before or upon delivery/collection, as specified in your written quotation or invoice. Production will not commence, and dispatch will not occur, until payment terms agreed in writing have been met.

Ownership (title) in the goods remains with Crystal Arc until payment has been received in full. If payment is overdue, we may, at our discretion, suspend further work, withhold delivery, charge reasonable storage fees for completed goods awaiting collection beyond 14 days, and/or refer the outstanding balance for collection, with you responsible for any reasonable collection costs incurred.

6. Shipping & Delivery

Shipping method, cost, and estimated timeline are discussed and agreed with you individually at the time you place your order. They are not fixed in advance, since they depend on destination, quantity, and product. If you require expedited or rush shipping, tell us at the time of ordering: we do accommodate fast-shipping requests, but any expedited timeline must be committed to in writing (email or WhatsApp confirmation) before it is treated as agreed.

Manufacturing and shipping timelines are estimates, not guarantees. Delays can occur due to production complexity, material availability, courier/customs processing, or events outside our control, and Crystal Arc will not be held liable for any loss, cost, or damage arising from such delays, beyond making reasonable efforts to keep you informed and to resolve the delay.

Risk in the goods, including risk of loss or damage in transit, passes to you upon handover to the shipping carrier or upon collection from our facility, whichever applies to your order. You are responsible for arranging any transit insurance you require.

7. Returns, Refunds & Cancellations

All Crystal Arc products are custom-made to your specifications and are not eligible for return, exchange, or refund once production has commenced, except where the piece delivered does not conform to the design you approved in writing (a genuine manufacturing defect or error on our part), and provided you notify us in writing within 7 days of delivery. Because each piece is produced specifically for you and cannot be resold, we are unable to accept change-of-mind returns, and no refund will be issued once your design has been approved and production has begun.

If you have any requirement, preference, or concern about your order, including quantity changes, cancellation, or timing. You must raise it at the time of placing your order, before production begins, so it can be discussed and confirmed in writing. If you cancel an order after production has begun, you remain liable for the full price of the order, as costs for materials, labour, and engraving are committed at that stage; Crystal Arc cannot be held responsible for change requests, cancellations, or dissatisfaction with specifications that were approved in advance.

8. Natural Material Variation

Crystal, glass, wood, resin, and metal are natural or hand-finished materials, and minor variations in colour, grain, texture, or finish between the approved render/sample and the final piece are expected, inherent to bespoke manufacturing, and do not constitute a defect or grounds for return or refund.

9. Intellectual Property in Custom Designs & Your Warranties

Where you supply your own logo, trademark, photograph, or artwork for a commission, you represent and warrant that you own it or are authorised to use and reproduce it, and that it does not infringe any third party's intellectual property, privacy, or other rights. You grant Crystal Arc a licence to reproduce that material solely to manufacture your order. You agree to indemnify and hold Crystal Arc harmless against any claim, loss, damage, or cost (including legal fees) arising from a breach of this warranty. Original design concepts developed by Crystal Arc for your commission remain Crystal Arc's intellectual property and may be used by Crystal Arc for portfolio, marketing, and future reference unless you request confidentiality in writing at the time of ordering.

10. Disclaimer of Warranties

Except as expressly stated in these Terms or as required by mandatory law, Crystal Arc makes no other warranties, express or implied, regarding the goods, the Site, or any related services, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement. Any advice, recommendation, or information given by Crystal Arc staff, whether in writing or verbally, does not create any warranty not expressly stated in a written quotation or these Terms.

11. Limitation of Liability

To the maximum extent permitted by law, Crystal Arc's total aggregate liability arising out of or in connection with an order, however caused (including under contract, tort/negligence, or otherwise), shall not exceed the total amount you actually paid to Crystal Arc for that specific order. In no event will Crystal Arc be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profit, revenue, business, goodwill, reputation, or anticipated savings, or for loss of or damage to an event, ceremony, or occasion date, even if Crystal Arc has been advised of the possibility of such loss. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by proven gross negligence or liability for fraud.

12. Indemnification

You agree to indemnify, defend, and hold harmless Crystal Arc, its officers, employees, and agents from and against any claim, demand, liability, damage, loss, or expense (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) your misuse of the Site or any Crystal Arc product; (c) content, artwork, or instructions you supplied for a commission; or (d) your violation of any law or third-party right.

13. Force Majeure

Crystal Arc is not liable for any failure or delay in performance caused by events beyond our reasonable control, including natural disasters, epidemics, government action, war, customs restrictions, courier or supply-chain disruption, labour disputes, or utility or systems failure. If such an event continues for more than 60 days, either party may cancel the affected order by written notice, in which case you will be charged for work and materials committed up to that point.

14. Confidentiality

Each party agrees to keep confidential any non-public business, pricing, design, or technical information disclosed by the other in connection with an order, and to use it only for the purpose of fulfilling that order, except where disclosure is required by law or a competent authority.

15. Electronic Communications & Records

You agree that communications by email and WhatsApp constitute “writing” and a valid, binding method of approving designs, confirming orders, and agreeing to variations under these Terms, and that Crystal Arc's copies of such communications and its internal order records are admissible evidence of their content and of your agreement, absent manifest error.

16. Governing Law & Dispute Resolution

These Terms, and any dispute or claim arising out of or in connection with them or an order (including non-contractual disputes), are governed by the laws of the United Arab Emirates.

Before commencing any legal proceedings, the parties agree to first attempt to resolve the dispute in good faith through written notice to the other party and at least 30 days of good-faith negotiation. This clause does not prevent either party from seeking urgent injunctive relief where genuinely necessary. Subject to the foregoing, the courts of Dubai, UAE have exclusive jurisdiction over any dispute that is not resolved through negotiation, and you submit to that jurisdiction, without prejudice to any mandatory consumer-protection rights you may have under the law of your own country of residence that cannot be excluded by agreement.

17. No Waiver, Assignment & Survival

No failure or delay by Crystal Arc in exercising any right under these Terms operates as a waiver of that right. Crystal Arc may assign or subcontract its rights and obligations under these Terms; you may not assign your rights or obligations without our prior written consent. Sections relating to intellectual property, warranties, indemnification, limitation of liability, confidentiality, and dispute resolution survive the completion, cancellation, or termination of any order.

18. Severability, Entire Agreement & Language

If any provision of these Terms is found unenforceable by a court of competent jurisdiction, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect. These Terms, together with your written quotation and/or invoice, constitute the entire agreement between you and Crystal Arc for your order, and supersede all prior discussions, proposals, or representations, whether written or oral, not expressly incorporated into them. These Terms are drafted in English; if translated into another language for convenience, the English version prevails in the event of any conflict.

19. Changes to These Terms

We may update these Terms from time to time; the version in effect at the time you place an order governs that order. The “Last updated” date above reflects the most recent revision.

20. Contact Us

Crystal Arc Factory LLC
Dubai, United Arab Emirates
Email: info@crystalarc.net
Phone: +971 4 347 9191  ·  WhatsApp: +971 56 536 4384