Terms and Conditions

Last updated: November 2026

Welcome to Satwa Bike Shop. These Terms and Conditions apply to everyone who visits satwabikeshop.com, uses the Satwa Bike Shop mobile app, or places an order with us. By using our website or app, you agree to these terms. If you do not agree, please do not use our website or app.

1. About us

Satwa Bike Shop is a bicycle, e-bike and accessories shop in Dubai, United Arab Emirates. We are the distributor of the Promend and Motachie brands in the UAE.

• Address: Satwa Bike Shop, 68P3+R2Q, Al Karama, Dubai, United Arab Emirates
• Phone / WhatsApp: +971 50 617 3403, +971 55 557 9854
• Email: Info@satwabikeshop.com

2. Your account

• Some features, like order history and wishlist, need an account.
• You must give true and complete details (name, phone, email, address).
• Keep your password safe. You are responsible for all activity in your account.
• Tell us right away if you think someone else is using your account.
• We may suspend or close accounts that break these terms, give false details, or misuse the website.
• You must be at least 18 years old to place an order. Under-18s may use the website only with a parent or guardian.

3. Products and information

• We try to show every product, photo, size and specification correctly. Small differences in colour or finish can happen because of screens and lighting.
• Product specifications, such as e-bike battery range and top speed, are the manufacturer's figures. Real results depend on rider weight, terrain, weather and riding style.
• All products are subject to availability. If an item you ordered is out of stock, we will contact you and offer a similar item, a later delivery date, or cancel that item.
• We may change, update or remove products at any time without notice.

4. Prices

• All prices are in UAE Dirhams (AED). Prices shown in other currencies on the website are for reference only. You pay in AED.
• Prices include VAT where it applies by law, unless stated otherwise.
• Delivery charges, if any, are shown at checkout before you confirm your order.
• We can change prices at any time. The price you pay is the price shown when you placed your order.
• If a product is listed at a clearly wrong price because of a mistake, we will contact you before delivery. You can then pay the correct price or cancel the order.

5. Coupons and offers

• Coupon codes are valid only for the dates, products and minimum order values stated with the coupon.
• One coupon per order unless stated otherwise. Coupons cannot be exchanged for cash.
• Flash deals and today's deals are valid while stock lasts.
• We may cancel a coupon that is misused or was issued by mistake.

6. Placing an order

• Your order is an offer to buy. We confirm it by phone, WhatsApp, SMS or email.
• We may refuse or cancel an order, for example if the item is out of stock, the price is wrong, the address cannot be reached, or we suspect fraud.
• After you order, you can see its status in My Account > Purchase History or on the Track Order page.

7. Payment

• The payment methods available are always shown at checkout. At present we accept Cash on Delivery (COD): you pay the delivery person when you receive your order.
• For orders collected from our shop, you pay at the shop when you collect.
• For high-value orders, we may call you to confirm the order before dispatch.
• If online card payments are added in the future, card details will be handled by a secure payment provider. We never see or store your full card number.

8. Delivery and pickup

• We deliver within the United Arab Emirates only, to the cities shown at checkout.
• Delivery charges depend on the product and are shown at checkout.
• Delivery times depend on your location and stock. We will tell you the expected delivery time when we confirm your order. Delivery times are estimates, not guarantees.
• Store pickup: You can choose to collect your order from our shop in Al Karama. We will tell you when it is ready.
• Please check your order when it arrives. If the box is damaged or something is missing, tell the delivery person and contact us as soon as possible, ideally on the day of delivery.
• If we cannot deliver because nobody is available or the address is wrong, we will try to contact you. If we still cannot reach you, the order may be cancelled.
• Some bicycles may be delivered partly assembled. Contact us if you need help with assembly.

9. Returns, refunds and warranty

Returns and refunds are covered by our Return and Refund Policy. Warranty and after-sales help are covered by our Support Policy. Both are part of these terms.

10. Safe use of bicycles and e-bikes

• Always wear a helmet and follow UAE and local traffic rules, including rules on where bicycles and e-bikes may be ridden.
• Read the user manual before your first ride. Charge e-bike batteries only with the original charger.
• Do not change the motor, battery, speed limiter or wiring. Changes can be dangerous and will end the warranty.
• Have your bike checked regularly. Brakes, tyres and gears need normal maintenance.
• You are responsible for how you ride and for following the law. We are not responsible for accidents caused by misuse, poor maintenance or breaking traffic rules.

11. Reviews, questions and messages

• You can post product reviews and questions. Please keep them honest, polite and about the product.
• Do not post anything false, offensive, illegal, or any advertising or links.
• We may remove any content that breaks these rules.

12. Intellectual property

All content on this website and app, including the logo, design, text and photos, belongs to Satwa Bike Shop or its partners. Brand names and logos belong to their owners. You may not copy or use our content for business purposes without written permission.

13. Proper use of the website

You must not:

• try to hack, overload or damage the website or app;
• use bots or scripts to copy data or place orders;
• place fake orders or use someone else's details;
• use the website for anything illegal.

14. Limitation of liability

• We do our best to keep the website running and correct, but we cannot promise it will always be available or free of errors.
• As far as UAE law allows, our total liability for any order is limited to the amount you paid for that order.
• We are not responsible for delays or failures caused by events outside our control, such as bad weather, road closures, courier problems, or system outages.
• Nothing in these terms removes your rights under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its regulations.

15. Privacy

We use your personal details only to process your orders, deliver them, and give you support. We do not sell your data. See our Privacy Policy for full details.

16. Changes to these terms

We may update these terms from time to time. The new version applies from the date it is posted on this page. Orders already placed follow the terms that applied when they were placed.

17. Governing law

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute will be handled by the courts of Dubai.

18. Contact us

Questions about these terms? Call or WhatsApp +971 50 617 3403 or +971 55 557 9854, or email Info@satwabikeshop.com.