Privacy Policy

Terms & Conditions

The Al Fanar World Co. Online shopping app / website aims to give you a superb business shopping service. We have set out below the Terms & Conditions under which you are allowed to use the app / website; what you can expect from us and see the Terms on which you place your order.

1. Definition of Terms

“You” and “your” means the person ordering goods from Al Fanar World Co.  Online app / website.

” Al Fanar World Co. ” or “we” or “us” or “our” means Al Fanar World Co.  Online whose registered office is Al Hail Street, Zimas Building, Office 43, Jeddah, Saudi Arabia, PO Box 22234.

“Home” means the main page of the app / website, showing the banners, app / website departments & brands we represent.

“Departments” means the category and sub-categories we have in our grocery stores.

“Account” means your details and shopping history which is created when you register to shop through our Al Fanar World Co. app / website.

2. Terms of Use

This section explains how you are allowed to access and use the app / website.

2.1 Use of and access to the app / website

2.1.1 From time to time it will be necessary for us to carry out maintenance on the app / website which may result in occasional periods of downtime.

2.1.2 We cannot promise that the app / website will be uninterrupted or error-free or that defects in the app / website will be corrected.

2.1.3 You can use the app / website to browse and buy goods and services from us and to manage your account with us but not for any other purpose.

2.1.4 You must not share your Al Fanar World Co. Online app / website email / username and password with anyone.

2.1.5 One user cannot have multiple accounts.

2.1.6 If a user was found to have multiple accounts, Al Fanar World Co. online has the right to suspend the account.

2.1.7 In the case of suspected fraud, Al Fanar World Co. online has the right to suspend the account.

2.2 Content of the app / website

2.2.1 We may update the app / website from time to time and may change the content at any time. However, please note that any of the content on the app / website may be out of date at any given time, and we are under no obligation to update it. Although we try to update the information on the app / website, we make no representations, warranties, or guarantees, that the content on the app / website is accurate, complete, or up to date.

2.2.2 We do not guarantee that the app / website, or any content on it, will be free from errors or omissions.

2.2.3 All rights, including without limitation any intellectual property rights, in any data on the app / website, or any part of the app / website, provided by us or you, or any third party, such as for example your shopping list or favourite items (the data) will automatically be owned by Al Fanar World Co. Online app / website. You agree that you are not allowed to use the data, or permit any third party to use it, without our express permission. If the law prevents us from automatically owning any rights in the data, you now assign such rights to us.

2.2.4 You are responsible for configuring your information technology, computer programs and platform in order to access the app / website. You should use your own virus protection software.

2.3 Changes to these Terms

If we make any changes to these Terms of use, we will let you know as soon as possible by posting the changes on our app / website.

3. Terms of Sale

These terms of sale will apply if you place orders on our app / website.

3.1 Becoming a customer.

3.1.1 To place an order on our app / website you , require delivery in our delivery area or a collection in our collection catchment area and either have a credit or debit card acceptable to us in your name, or agree by the act of placing an order to pay cash on delivery.

3.1.2 When you register you will create a username and password which you must use whenever you shop with us. You must treat your username and password as confidential and must not disclose it to any third party. Please keep this information in a safe place because you will be responsible for all activities and orders made under your password and username. If you think that someone else may either know or be using your username and password, please contact us immediately through one of our channels.

3.1.3 We reserve the right to suspend accounts for any fraudulent activity or misuse of service.

3.2 Our Contract

3.2.1 Our app / website invites you to buy goods from us. Once you have placed an order on the app / website we will send you an order acknowledgement by email setting out what you have ordered and the price of your order. This is not an order confirmation or acceptance from us.

3.2.2 These terms regulate the supply of goods to you by Al Fanar World Co. Online. Any other terms, conditions, or representations (other than those made fraudulently or implied by statute) are excluded.

3.3 Price

3.3.1 The price of the chosen item(s) you order will be the price on the app / website at the time you place your order or amend your order. In terms of any price difference, we will advise.

3.3.2 Errors may occur in the process of providing product and pricing information by Al Fanar World Co. Online app / website. We cannot confirm the price of a product except after ordering. In the event that a product is listed at an incorrect price or with incorrect information due to an error in pricing or product information, we shall have the right, at our sole discretion, to either contact you for instructions or cancel your order and notify you of such cancellation.

3.3.3 In the event that Al Fanar World Co. Online app / website accepts your order, the same shall be debited to your credit card account and duly notified to you by email or becomes liable for cash payment upon delivery. The credit card payment may be processed prior to our dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit/debit card account, or a store credit may be offered.

3.3.4. In addition to the price, a delivery or a collection charge as shown at checkout may also be payable by you.

3.3.5 All prices might change due to varying weights and product packaging.

3.4 Order Acceptance

We reserve the right, at its sole discretion, to refuse or cancel any order for any reason whatsoever. Limitations on quantities available for purchase inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud are some situations that may result in the order being cancelled, additional verifications or information may be requested before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit/debit card has been charged, the said amount will be reversed back in your credit/debit card account or a store credit may be offered. It is the responsibility of the customer to ensure that they are present at time of delivery.

3.4.1 Al Fanar World Co. Online does not provide this service to the individual sector expect certain conditions as per the terms and conditions of the online website.

3.4.2 Al Fanar World Co. Online has the right to cancel any order without notice.

3.4.3 In the case of finding no one to receive the delivery at the specified location, customer must be aware that the delivery driver will only wait for a maximum period of 10 minutes before leaving.

3.4.4 Driver will contact the customer via mobile number only.

3.5 Exchange & Return policy:

For any items requiring exchange please contact Al Fanar World Co. Online Customer Services within 48hrs of receipt of your order.

1. Cash or credit card refunds will be processed by Al Fanar World Co. from 7 – 14 working days, the time funds appear in your account will depend on your bank.
2. For orders placed by credit card, any refund will be applied to the card used at point of ordering.
3. Any request for refund or exchange of products will be verified by Al Fanar World Co. Online Customer Services.
4. All perishable items will not be entertained for exchange (frozen and fresh) such as fresh meat, frozen foods, and fresh fish.
5. Unconsumed grocery items will be accepted only for exchange within 48 hours from the time of purchase.

3.6 Stock shortages on popular goods

1. We do our best to ensure that we have amazing availability, but we do occasionally run out of some products. If this does occur, we will give you the option to have a substitute of a similar product or cancel the item altogether or/and substitute of different size product of same brand.
2. We reserve the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit card, and also to orders that use the same billing and/or delivery address. We will provide notification to the customer should such limits be applied. We also reserve the right, at its sole discretion, to prohibit sales to dealers or resellers. For purposes of these Terms and Conditions, reselling shall be defined as purchasing or intending to purchase any product(s) from Al Fanar World Co. Online for the purpose of engaging in a commercial sale of that same product(s) with a third party.

3.7 Use of Credit Cards

If you find your credit card has been used without your authority, please tell us within 24 hours of finding out. You must also tell your card issuer within the time limits you agree in your card scheme rules.

3.8 Expiry Dates

The employees who put together your order are carefully trained to select goods with a reasonable amount of time left on the expiry date (just as you would if you were in store shopping yourself). However, please note that some fresh produce items naturally only have limited shelf life when they arrive in the store, therefore it is reasonable for them to have a shelf life of less than two days when they are delivered or collected. In case of any items are expired we will provide a refund.

3.9 Payments

1. The website/APP provide the possibility to purchase product(s) online and to settle payment online, delivery method available in Saudi Arabia. Payment transactions including authorizations and settlements will be in Saudi Riyals.
2. We accept the following modes of payment:
   1. For online payment transactions: bank credit cards (Visa and MasterCard), MADA cards only for those cards issued by Banks of Saudi Arabia through internet payment gateway service provider.
3. For online payment transactions, customer will receive on order acknowledgment once the payment has been authorized. We cannot accept any liability if payment is refused or declined by the credit card / MADA card supplier for any reason. You should check your bank credit card / MADA card supplier for that.
4. We do not store your credit card / MADA card details on the website. All payment details which are entered through the website payment gateway are encrypted when you enter them. Communications to and from the service provider’s site are encrypted.
5. We cannot provide any of your payment information obtained via the web to other companies or individuals unless required to by law. This information is processed by our payment merchant.
6. Credit card / MADA card details provided by you for benefiting from the online service will be truthful, valid and accurate and you shall use the credit card which is lawfully owned by you. The said information will not be utilized and shared by the online service with any of the third parties unless required for fraud verifications or by law, regulation or court order. The online service will not be liable for any credit card fraud. The liability for use of a card fraudulently will be on you and the responsibility to prove otherwise shall be exclusively on you.
7. When an order is cancelled a refund will be given through credit/MADA card
8. When the order amount is less than the charged amount, the remaining amount will be issued as a store credit in the APP.
9. Partial refund is not allowed on MADA cards.
10. Using the online payments facility of the website indicates that you accept these terms. If you do not accept these terms, do not use this facility.

3.10 Amendment of the Terms & Conditions

We may at any time modify the Terms & Conditions of the app / website without any prior notification to you. You can access the latest version of the Terms & Conditions at any given time on the app / website. In the event the modified Terms & Conditions are not acceptable to you, you should discontinue using the service of the app / website. However, if you continue to use the service you shall be deemed to have agreed to accept and abide by the modified Terms & Conditions of this app / website.

1. Refer to customer service desk or call centre team to know the excluding items list. ↑