Consumer Protection & Complaints Procedure

Eastwood General Trading L.L.C. ("Eastwood", "we", "our" or "us") is committed to treating every customer fairly, in accordance with Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations, and the requirements of the Department of Culture and Tourism – Abu Dhabi ("DCT").

This Procedure forms part of the Eastwood Terms and Conditions and is published on the Eastwood app and website.

Clear Information Before Purchase

Before you place an Order, the Platform shows:

1. product descriptions, including volume and alcohol content where applicable;
2. prices, including VAT;
3. delivery fees and any applicable surcharges;
4. the restrictions that apply to alcoholic beverages, including the 21+ age requirement, delivery to private residential addresses only, and the requirement to present original ID at delivery; and
5. links to all applicable policies, including the Terms and Conditions, the Payment and Delivery Terms and Conditions, the Refund, Return & Exchange Policy, the Privacy Policy and this Procedure.

Your Rights as a Customer

As a customer, you are entitled to:

1. accurate information about products, prices and delivery;
2. products that are safe, genuine and as described;
3. a replacement, refund or other remedy where products are damaged, defective, incorrect or missing, in accordance with the Refund, Return & Exchange Policy;
4. fair and respectful treatment;
5. protection of your personal data, in accordance with the Privacy Policy; and
6. a fair and timely response to any complaint.

How to Make a Complaint

You can raise a complaint through any of the following channels:

1. in the app: Help & Support;
2. by email: support@eastwoodintl.com;
3. by telephone: +971 2 671 4300; or
4. by WhatsApp: +971 56 546 3446.

Please include your order number (if applicable), a description of the issue and any supporting photographs or documents. Damaged, incorrect or missing items must be reported to the delivery staff member at delivery, as set out in the Refund, Return & Exchange Policy.

How We Handle Your Complaint

1. Acknowledgement: every complaint is logged, given a reference number and acknowledged promptly.
2. Investigation: we review the complaint and the relevant order and delivery records, and may contact you for further information.
3. Resolution: we aim to resolve every complaint as quickly as possible and will inform you of the outcome, and of any remedy (such as a replacement, refund or credit), in writing.
4. Refunds: approved refunds are processed within fourteen (14) working days of approval, in accordance with the Refund, Return & Exchange Policy.

Escalation

If you are not satisfied with the outcome, you may ask for your complaint to be escalated for management review. If your complaint remains unresolved, you may contact the competent consumer protection authority in Abu Dhabi or DCT.

Nothing in this Procedure affects your rights under UAE law.

Complaint Records

All complaints and their outcomes are recorded and retained together with the related order and delivery records, and are available to DCT for review on request, within two (2) working days, or immediately during an inspection.

Responsible and Fair Marketing

Eastwood's marketing and promotions:

1. are directed only at persons aged 21 and over, and will not target or appeal to persons under 21;
2. will not encourage excessive consumption;
3. will not associate alcohol with driving; and
4. will always be accompanied by their full promotional terms.

Related Policies

This Procedure should be read together with:

• the Terms and Conditions;
• the Payment and Delivery Terms and Conditions;
• the Refund, Return & Exchange Policy;
• the Privacy Policy;
• the Age Verification Policy; and
• the Responsible Consumption Policy.

Contact Information