Terms of service

HELD.

TERMS & CONDITIONS

Version: 1.0

Effective Date: 23 July 2026

Last Updated: 23 July 2026

Welcome to Held. – A Gentle Pause (“Held.”, “we”, “our”, or “us”).

These Terms & Conditions (“Terms”) govern your access to and use of our website, products, and services, including all purchases made through our online store.

By accessing our website or placing an order, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our website or place an order.

These Terms should be read together with our Shipping Policy, Returns & Refund Policy, Privacy Policy, Payment & Chargeback Policy, Candle Safety & Product Care Policy, and any other policies published on our website.

1. Business Information

Held. – A Gentle Pause is the trading brand of:

Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

2. Eligibility

By placing an order, you confirm that:

• you have the legal capacity to enter into a binding contract;
• all information you provide is accurate and complete;
• you are authorised to use the selected payment method;
• you will comply with these Terms.

If an order is placed on behalf of a company, organisation, or another individual, the person placing the order confirms that they have the authority to do so.

3. Products

Held. creates handcrafted gifts and comfort products.

Because our products are individually handmade, slight variations may naturally occur in:

• colour;
• fragrance;
• wax appearance;
• texture;
• ribbon placement;
• packaging presentation;
• handcrafted finish.

These variations are natural characteristics of handmade products and are not considered manufacturing defects.

Product photographs are intended to represent our products as accurately as reasonably possible. Actual products may differ slightly due to lighting, screen settings, handcrafted production, or material availability.

4. Product Availability

All products are subject to availability.

Items displayed on our website do not guarantee availability.

Held. reserves the right to:

• discontinue products;
• limit quantities;
• substitute packaging or decorative elements of equivalent quality where reasonably necessary;
• update product specifications without prior notice.

Where a material change would significantly affect the product purchased, we will contact the customer where reasonably practicable.

5. Pricing

All prices displayed on our website are shown in United Arab Emirates Dirhams (AED) unless otherwise stated.

Prices may change without prior notice.

Price changes do not affect orders that have already been accepted.

Although we make reasonable efforts to ensure pricing accuracy, genuine pricing or typographical errors may occasionally occur.

If an obvious pricing error is identified before dispatch, Held. reserves the right to:

• cancel the order;
• contact the customer regarding the correct price; or
• issue a full refund where payment has already been received.

6. Taxes

Applicable taxes, duties, or government charges will be handled in accordance with applicable laws.

Customers remain responsible for any customs duties, import taxes, or similar charges that may apply outside the United Arab Emirates.

7. Order Acceptance

Submitting an order constitutes an offer to purchase.

An order is considered accepted only when:

• payment has been successfully authorised where applicable;
• Held. accepts the order;
• confirmation has been issued.

An automated confirmation email acknowledges receipt of your order request but does not by itself constitute acceptance of the order.

Held. reserves the right to refuse or cancel any order before dispatch where reasonably necessary.

8. Order Verification

To help protect customers and our business from fraud, Held. may verify certain orders before dispatch.

Verification may include confirmation of:

• billing details;
• delivery information;
• contact information;
• payment authorisation;
• customer identity where reasonably necessary.

Where satisfactory verification cannot be completed, Held. may cancel the order and process an appropriate refund where payment has already been received.

9. Payment

Accepted payment methods are those displayed during checkout.

Payment processing is handled by authorised third-party payment providers.

Held. does not store customers’ complete payment card information.

Payments remain subject to approval by the relevant financial institution or payment provider.

10. Cash on Delivery

Where Cash on Delivery is offered:

• customers should ensure someone is available to receive the order;
• repeated refusal of deliveries without reasonable cause may result in Cash on Delivery no longer being available for future purchases;
• Held. may require prepaid payment for future orders following repeated refused deliveries.

11. Promotions & Discount Codes

Promotional offers are subject to their published terms.

Unless expressly stated:

• promotional codes cannot be combined;
• discount codes have no cash value;
• expired promotions cannot be applied retrospectively.

Held. reserves the right to cancel promotions or refuse promotional benefits where misuse or fraudulent activity is reasonably suspected.

12. Gift Orders

Many Held. products are purchased as gifts.

Customers remain responsible for ensuring that:

• recipient names;
• delivery addresses;
• contact information;
• personalised messages;

are accurate before submitting an order.

Held. is not responsible for delivery delays or failed deliveries resulting from incorrect information supplied by the customer.

13. Shipping

Shipping is governed by our Shipping Policy.

Customers should review that policy before placing an order.

Delivery estimates are provided in good faith but are estimates only.

Delays caused by courier services, weather, public holidays, government action, or circumstances beyond our reasonable control may occur.

14. Inspection Upon Delivery

Customers should inspect their order promptly upon delivery.

Visible damage, incorrect items, or missing items should be reported to Held. within 48 hours of delivery.

Where reasonably requested, customers may be asked to provide:

• photographs of the product;
• photographs of the packaging;
• the order number;
• a description of the issue.

Failure to notify Held. promptly may affect our ability to investigate claims, although this does not limit any rights provided by applicable law.

15. Returns & Refunds

Returns and refunds are governed by our Returns & Refund Policy.

Customers should review that policy before making a purchase.

Nothing in these Terms limits any rights that customers may have under applicable consumer protection laws.

16. Fraud Prevention

Held. takes reasonable measures to protect customers and the business against fraud.

Orders may be documented through:

• quality inspection records;
• packing records;
• photographs before dispatch where appropriate;
• shipment documentation;
• courier tracking information;
• delivery confirmation.

These records may be used when investigating customer enquiries, payment disputes, or chargebacks.

17. Chargebacks

Customers are encouraged to contact Held. before initiating a payment dispute or chargeback.

Many issues can be resolved more efficiently through direct communication.

Where a chargeback or payment dispute is initiated, Held. reserves the right to provide relevant documentation to the payment provider, financial institution, or competent authority to support the transaction.

Where records reasonably indicate that an order was properly processed, fulfilled, and delivered, Held. reserves the right to contest chargebacks in accordance with the applicable payment provider’s procedures.

18. Intellectual Property

Unless otherwise stated, all content on the Held. website is owned by or licensed to Held., including but not limited to:

• the Held. name and branding;
• logos;
• product names;
• photographs;
• graphics;
• website content;
• journals;
• affirmation cards;
• written materials;
• product designs, to the extent protected by applicable law.

No content may be copied, reproduced, modified, distributed, or used for commercial purposes without prior written permission from Held., except as permitted by law.

19. Limitation of Liability

Held. strives to provide high-quality products and services.

To the fullest extent permitted by applicable law, Held. shall not be liable for indirect, incidental, special, or consequential losses arising from the use of our products or website.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

20. Force Majeure

Held. shall not be responsible for delays or failures to perform obligations where such delays or failures result from events beyond our reasonable control, including but not limited to natural disasters, severe weather, fire, government actions, pandemics, labour disputes, transportation disruptions, power failures, or failures of third-party service providers.

21. Privacy

Your personal information is handled in accordance with our Privacy Policy.

By using our website, you acknowledge that your personal information may be processed as described in that policy.

22. Changes to These Terms

Held. may update these Terms from time to time.

The version published on our website at the time of purchase will generally apply to that purchase unless a change is required by law.

Customers are encouraged to review these Terms periodically.

23. Governing Law

These Terms shall be governed by the laws of the United Arab Emirates.

Any dispute arising out of or relating to these Terms shall be subject to the jurisdiction of the competent courts of the Emirate of Abu Dhabi, unless applicable law requires otherwise.

24. Entire Agreement

These Terms & Conditions, together with our Shipping Policy, Returns & Refund Policy, Privacy Policy, Payment & Chargeback Policy, Candle Safety & Product Care Policy, and any other policies published on our website, constitute the entire agreement between Held. and the customer regarding purchases made through our website.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect to the extent permitted by law.

25. Contact Us

If you have any questions about these Terms & Conditions, please contact us:

Held. – A Gentle Pause
Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

Entire Agreement
These Terms & Conditions, together with our Shipping Policy, Returns & Refund Policy, Privacy Policy, Payment & Chargeback Policy, Candle Safety & Product Care Policy, and any other policies published on our website, constitute the entire agreement governing purchases from Held. – A Gentle Pause.