Term of Sale – Safwa AL Shahd Store

INTRODUCTION
These Terms of Sale set out the terms and conditions on which products are supplied to you as a buyer on www.safwaalshahd.com or on our mobile application (together defined as the “Site”). The owner and operator of the Site is Safwa AL Shahd(“we”, “our” or “us”).
Please read these terms carefully before you submit your order via the Site. By placing an order on the Site, you are agreeing to be bound by these Terms of Sale with immediate effect.
Please also read our Privacy Policy, which also governs your use of the Site and these Terms of Sale
ORDER ACCEPTANCE
Supplier. Each product in your order is sold either by us or by the local or international seller that is specified on the Site.
Order Acceptance. Our acceptance of your order will take place when we notify you of our acceptance in writing (e.g. by email or mobile messaging). If we are unable to accept your order, we will inform you of this in writing or through a call (followed by written notice through email or mobile messaging) and will not charge you for the product.
Payment. By placing an order, you authorise us or our third-party payment processer to process your credit/debit card details for the amount of your order. We accept payment by,
credit/debit card;
via your wallet; or
cash on delivery (an amount not exceeding SAR 6,500)
In order to authorise credit/debit card payments, we may be required to create an account for you with our third-party payment processors, including accepting their standard terms and conditions and submitting your details to them on your behalf. You hereby authorise us to do so and we shall not be liable to you for any damage or loss you may incur as a result.
We may remove or add cards or other payment methods that we accept at any time without prior notice to you.
Cancelling Order. You may cancel your order immediately prior to shipping for any reason.
Our Cancellation. We may cancel your order if:
you do not make any payment to us when it is due;
you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
Bulk Purchasing. We reserve the right to reject any orders, at our sole discretion, where we detect bulk purchasing of similar products, that exceeds our quantity limit.
DELIVERY OF YOUR ORDER
Delivery Costs. The costs of delivery will be as displayed to you on our Site.
Delivery Date. This information will be displayed to you on our Site.
Delivery Delays:
if our supply of the product is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay;
if no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will notify you of how to rearrange delivery or collect the product;
if you do not collect the product from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we will cancel your order.
Delivery from Overseas. Note that you might be considered the importer of record in the event that your order requires delivery from overseas. In such instance, you are required to ensure that your ordered products can be lawfully imported, comply with all laws and regulations and to pay all fees and customs duties relevant to your purchase. In relation to customs issues, please also note the following:
that when ordering products that require delivery from overseas, you may be subject to import duties and/or taxes, which may be imposed once the package reaches the specified destination;
that any additional charges for customs clearance must be borne directly by you and we have no control over these charges;
customs policies vary between countries, so you should contact your local customs office for further information (in relation to customs processes and applicable charges); and
you should be aware that deliveries from overseas may be subject to opening and inspection by customs officials in the destination country.
Title to Products. A product will be considered owned by you and your responsibility from the time we deliver the product to the delivery address and you have paid for the product.
Invoice. We will issue an electronic invoice for your purchase and send such invoice to the email address you provided to us.
RETURNS, REPLACEMENTS & EXCHANGES
The table below sets out our return/replacement/exchange policy with respect to certain product categories:
Return, Replacement & Exchange (Reason) Return, Replacement & Exchange (Possibility) Return Condition
You have received a wrong product;

You have received a product that is not as described on the Site; or

You have received a damaged product.

Yes

Product is unused, in original unbroken packaging and includes all tags.

For electronics, open products will be accepted if different from description or picture displayed.

You have changed your mind

Only in certain conditions.

You have a right to return a product within fifteen (15) days of receipt of shipment.

Fashion. open packaging accepted if the product(s) still has the original tags

All other Categories. Only unbroken original packages including all accessories.

Non-returnable Products. Refer to product list in clause 4.2

Non-returnable Products. You do not have a right to return, replace or exchange products in respect of:
products that are classified as hazardous materials or use flammable liquids or gases;
products that have been used or damaged by you or are not in the same condition as you received them;
any consumable product which has been used or installed;
products with tampered or missing serial numbers; or
products that fall under specific categories, including food, beverages, household goods, digital books, swimwear, hosiery, underwear, socks, health, contact lenses, hygiene related and personal care products and certain baby products (e.g. tethers, diapers, hygiene tissues, feeding related products) music, video and video games.
(a) products which are not suitable for return due to hygienic reasons if unsealed by you after delivery, or which are, after delivery, mixed with other items.
Contacting Us (arrange a Return, Replacement or Exchange). You may contact us through email, social media or live chat on the Site, or by calling our call centre on 800-3-8888 (UAE) or 800-11-60-210 (KSA).
Your Refund:
Subject to clause 4.2, for delivered products, we will refund to you the product amount (excluding the amount paid for the original shipping fees) in full plus the cost of return:
if the products are faulty or not as described on our Site; or
if you reason for return is due to an error on our side, such as an error in pricing or description, a delay in delivery etc.
In all other circumstances, we will refund the product amount (excluding the amount paid for the original shipping fees) and you may pay the costs of return shipping.
For products not delivered, you will receive a full refund if you cancel the order under clause 2.6;
Refund Procedure. We will issue a refund to you depending on the method you used for payment, as follows:
if you paid by cash on delivery, we will issue a refund to your wallet; or
if you paid by credit/debit card, you can choose to have a refund by credit/debit card or to your wallet.
Refund Timescale. Your refund will be initiated once your product is received back in our customer fulfilment center and inspected by our team, and the final refund will be received by you as follows:
if the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the product back in our customer fulfilment center;
if your refund is to your wallet, you will receive the refund immediately after your product is received back in our customer fulfilment center and inspected by our team; or
if you have cancelled your order before shipping, an automated refund will be provided back to you.
DEFECT OR DAMAGE TO YOUR PRODUCT
Warranty. A twelve (12) month warranty will be provided for certain purchased products against defects that occur after purchase and a twenty-four (24) month warranty for all Electronic (defined herein) products that are sold to buyers in the Kingdom of Saudi Arabia (“KSA”). The warranty is not applicable to cases other than defects in material, design and workmanship. Warranty obligations are limited to repair of defective product or replacement of the defective part, or replacement or refund according to market price of the product itself (such decision at the product seller’s discretion). Not all products are covered by the warranty, always check the product listing to know if it includes warranty benefits.
Authorised Service Centres. On selected products and in instances where we are considered the seller, warranty repairs will be carried out by authorized service centres. In instances where products are bought through a seller that is not us, the terms of the respective seller’s warranty will apply. Please refer to our Warranty Policy for more details.
Product Category Product Types Max. Repair Time Max. Number of Repairs before Replacement/Refund Action if Repair Not Possible/ Max. Number of Repairs Completed
Electronics

Mobiles

8 days from reception in our repair centre