Terms of service

Terms & Conditions

Last Updated: 09/07/2026

Welcome to The Refined Luxury Trading LLC ("TRL", "we", "our", or "us"). By purchasing products, booking services, using our website, or engaging with our team through any platform, you agree to the following Terms & Conditions.

These Terms govern all purchases, restoration services, sourcing services, concierge services, website usage, and transactions conducted with The Refined Luxury Trading LLC.

1. Company Information

The Refined Luxury Trading LLC

2. Eligibility

By transacting with TRL, the client confirms they are at least 18 years of age and legally capable of entering into a binding agreement under UAE law. Items submitted for service or sale must be lawfully owned by the client, free of third-party claims.

3. Products & Pricing

All prices are quoted in UAE Dirhams (AED) and are inclusive of 5% VAT unless explicitly stated otherwise. A Tax Invoice will be issued in accordance with UAE Federal Tax Authority requirements.

Prices, availability, and specifications may change without prior notice. Quotes are valid until the Valid Until date stated on the quotation; thereafter pricing may be re-issued at TRL's discretion.

4. Sourcing & Concierge Services

Sourcing requests require a non-refundable deposit to commence work. The deposit secures TRL's time, supplier outreach, and authentication checks. Once an item is located, the client must confirm acceptance within the timeframe communicated by TRL. Any item sourced is subject to verification by TRL or an approved third-party authenticator agreed in writing.

5. Spa, Restoration & Care Services

A deposit may be required to commence any spa, restoration, repair, or care service. Where a deposit is paid and the client cancels before work begins, the deposit may be refunded at TRL's discretion less any costs already incurred. Once work has commenced, deposits are non-refundable.

Turnaround times communicated by TRL are good-faith estimates only and are not guaranteed. Delays caused by third parties, parts availability, customs, courier services, or force majeure events are outside TRL's control.

At intake, TRL will document the item's condition (including photographs and written notes). This intake record constitutes the agreed baseline condition. Any claim of pre-existing damage not noted at intake is waived by the client.

6. Watch Servicing (Specific Provisions)

Watch servicing is performed to the highest professional standards; however the client acknowledges:

  • Water resistance cannot be guaranteed after a case has been opened, regardless of pressure testing.
  • Movement servicing may void any prior manufacturer or third-party warranty.
  • Where original parts are unavailable, TRL will use professionally sourced equivalents and disclose this to the client.
  • Vintage, complicated, or non-standard movements carry inherent risks that cannot be fully eliminated.

7. Authentication

Authentication opinions provided by TRL are professional opinions based on visual, physical, and (where applicable) documentary inspection. They are not legal certifications and do not constitute a financial or monetary guarantee. TRL's liability in connection with any authentication opinion is limited to the fee paid for that specific authentication service.

8. Resale & Consignment

Where a client consigns an item to TRL for resale:

  • The consignor warrants that the item is authentic, lawfully owned, and free of any third-party claim.
  • TRL retains an agreed commission on the final sale price; commission is communicated in writing before consignment is accepted.
  • Payout to the consignor is made within the timeframe stated on the consignment agreement after cleared funds are received from the buyer.
  • Unsold items must be collected within the agreed consignment window. Storage of unsold items beyond this window is subject to Clause 16.

9. Liability

TRL exercises professional care in handling all items. However, in the event of loss, damage, or any other claim arising from a service rendered, TRL's maximum liability shall be limited to the fee actually paid by the client for that specific service. TRL is not liable for any indirect, incidental, consequential, or sentimental loss.

Nothing in these Terms excludes or limits any liability that cannot be excluded under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) or any other applicable mandatory law.

10. Returns, Exchanges & Refunds

All product and service sales are final unless otherwise required by applicable UAE consumer protection law or expressly agreed in writing by TRL. Bespoke, custom, restored, and personalised items are not eligible for return.

11. Payment Terms

Accepted payment methods will be communicated at the time of quotation or invoice. All amounts are payable in AED. Where a deposit is required, work will not commence until the deposit has cleared. Final balances are due before delivery, collection, or shipment unless otherwise agreed in writing. Chargebacks issued without prior dialogue with TRL may be contested.

12. Privacy & Data Protection

TRL processes personal data as a data controller in accordance with the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) ("PDPL"). Where TRL processes the personal data of individuals who are residents of the European Economic Area, TRL also complies with Regulation (EU) 2016/679 ("GDPR") to the extent applicable.

12.1 Data we collect. TRL collects and processes the following categories of personal data: identity and contact information (name, email address, phone number, postal address); item and service information (descriptions, photographs, and condition records of items submitted to TRL); transaction and financial records (orders, quotes, invoices, and payment history); and communications records (correspondence via email, WhatsApp, or other channels).

12.2 Lawful basis. TRL relies on the following lawful bases to process personal data:

  • Contract performance — to deliver services, process orders, issue quotes and invoices, and manage consignment and resale arrangements.
  • Legal obligation — to comply with UAE VAT, AML, and commercial record-keeping requirements.
  • Legitimate interests — to manage client relationships, prevent fraud, maintain service and item records, and conduct internal business operations, where these interests are not overridden by the client's rights.
  • Consent — for direct marketing communications, where the client has explicitly opted in.

12.3 Third-party processors. TRL uses third-party service providers who process personal data on its behalf, including cloud database infrastructure, payment processing, and business application platforms. All processors are engaged under appropriate data processing agreements and are required to maintain the confidentiality and security of personal data.

12.4 International transfers. Personal data may be processed on servers located outside the UAE. Where data is transferred internationally, TRL ensures appropriate safeguards are in place in accordance with applicable law.

12.5 Security. TRL implements appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or disclosure, including access controls, encrypted connections, and restricted staff access on a need-to-know basis.

Our full Privacy Policy is available at https://www.therefinedluxury.com/policies/privacy-policy and on request.

13. Electronic Communications & Marketing

13.1 Transactional communications. By engaging TRL, the client consents to receive transactional communications necessary to deliver the service — including quotes, invoices, service status updates, collection and delivery notifications, and after-service follow-up. These communications may be sent by email, WhatsApp, SMS, or phone. They do not require separate marketing consent as they are necessary for the performance of the contract.

13.2 Marketing communications. TRL will only send direct marketing communications — including new arrivals, exclusive offers, event invitations, and service reminders — to clients who have explicitly opted in. Marketing consent is captured at the point of quote acceptance: clients are presented with two options — "Accept Quote", which accepts the quotation and constitutes explicit consent to receive TRL marketing communications; or "Accept Quote Without Subscribing", which accepts the quotation only, with no marketing consent given. Both options constitute valid acceptance of the quotation and these Terms.

Clients who have opted in may withdraw marketing consent at any time by contacting info@therefinedluxury.com, by replying STOP to any SMS or WhatsApp marketing message, or by using the unsubscribe link in any marketing email. Withdrawal of marketing consent does not affect transactional communications, which are required to deliver the service.

13.3 No third-party sharing. TRL does not sell, rent, or share client contact data with third parties for their own marketing purposes.

14. Data Subject Rights

Subject to applicable law, clients have the following rights in relation to their personal data held by TRL:

  • Right of access — to request a copy of the personal data TRL holds about them.
  • Right to rectification — to request correction of inaccurate or incomplete data.
  • Right to erasure — to request deletion of personal data where there is no overriding legal basis for TRL to retain it.
  • Right to restrict processing — to request that TRL limits how it uses personal data in certain circumstances.
  • Right to data portability — to receive personal data in a structured, machine-readable format where processing is based on consent or contract and carried out by automated means.
  • Right to object — to object to processing based on legitimate interests, including for direct marketing purposes at any time.

To exercise any of these rights, clients should contact TRL at info@therefinedluxury.com with the subject line "Data Request." TRL will respond within 30 days. Where TRL is unable to action a request in full — for example because retention is required by applicable law — it will explain the reason in writing.

Clients who are EEA residents have the right to lodge a complaint with their local data protection supervisory authority if they consider that their personal data has been processed unlawfully.

15. Data Retention

TRL retains personal data only for as long as necessary for the purposes for which it was collected, or as required by applicable law. The following retention periods apply:

Data Category Retention Period
Client contact and identity records Duration of relationship + 3 years after last interaction, or until a valid erasure request is received
Transaction records (orders, quotes, invoices) 7 years from the date of transaction
Payment records 5 years from the date of payment
Item records, photographs, and condition reports Duration of relationship + 5 years
Authentication records 7 years from the date of assessment
Consignment and purchase agreements 7 years from the date of execution
Marketing consent records Until withdrawal of consent + 1 year

Where a client requests erasure and TRL is required by law to retain certain records (for example, VAT invoices or AML records), TRL will delete all data not subject to a mandatory retention obligation and will inform the client in writing of what is retained and the legal basis for retention.

16. Unclaimed Items

Items not collected within 60 days of completion notification will incur a storage fee of AED 50 per item per week. Items unclaimed for more than 180 days from completion notification may be sold or disposed of by TRL to offset outstanding fees and storage charges, with any surplus held for the client.

17. Marketing Use of Items

TRL may photograph and feature items it services, sources, or sells in its marketing materials, social media, and website. For non-identifiable items (i.e. items without monograms, engravings, personalisation, or other client-identifying marks) this is on an opt-out basis. For identifiable or personalised items, TRL will obtain the client's explicit opt-in consent before any public use. The client may opt out at any time by contacting info@therefinedluxury.com.

18. Force Majeure

TRL is not liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to acts of God, pandemic, war, civil unrest, terrorism, sanctions, government action, port or border closures, courier or supplier failure, power or communications outage, or natural disaster.

19. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a competent authority, the remaining provisions shall continue in full force and effect.

20. Entire Agreement

These Terms, together with any written quotation, invoice, or consignment agreement signed or accepted by the client, constitute the entire agreement between the client and TRL. No verbal representation or side-promise by any team member shall vary these Terms unless confirmed in writing by an authorised representative of TRL.

21. Amendments

TRL may update these Terms from time to time. The version in force at the time of the transaction is the version published on our website on that date, identified by the "Last Updated" date at the top of this document. The current version is always available at https://www.therefinedluxury.com/policies/terms-of-service. Continued use of our services after an update constitutes acceptance of the updated Terms.

22. Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai. Any disputes arising shall fall under the exclusive jurisdiction of the courts of Dubai, UAE.

23. Acceptance of Terms

By purchasing products, booking services, submitting items, or interacting with The Refined Luxury Trading LLC, the client confirms they have read, understood, and accepted these Terms & Conditions in full. Where a quote is accepted electronically, acceptance of the quotation constitutes acceptance of these Terms as in force on the date of acceptance.