Terms and Conditions of Sale

This page sets out the legal terms and conditions under which AlZahem Industries Co. or its relevant affiliated company in Kuwait sell any of the products listed on this Application to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us.

By placing an order for Products through our Application, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Application by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).
Please note that neither completion of the online checkout process nor our confirmatory email constitute our acceptance of your order. Our acceptance of your order will take place only upon receipt of full payment from you. You can review the orders you have placed and their current status through the Application and clicking on “Log In” at the top of the page followed by selecting “Track Your Order”.
If we cannot supply you with the Products you ordered for whatever reason, we will not process your order and will inform you of this. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.

We can only process orders for delivery. You may opt for the Products to either be delivered to your address. If you opt for delivery, please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address.
We will try our best to either deliver the Products to your address by the estimated delivery date set out in our order confirmation email. If we are unable to meet our estimated delivery date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order is has been delivered to your address, as the case may be.
Through the delivery operation to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. The Products will only be left with a third party (such as building caretaker or a maid) with your express authority.
All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

If you wish to cancel your order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it. Please note that we cannot accept cancellations outside of these periods as the order will have been processed and can only then be cancelled through our returns/refunds process. The goods sold are exchanged or refunded within 14 days from the date of purchase, provided that the original invoice is present and not used in any form and that it is in good condition and for sale.If you paid by debit card (KNET), and you have cancelled in accordance with this clause then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account. If you wish to return your order for a refund or to exchange certain Products, you must inform us within 15 days of receipt of your order, and designated drop-off point (if available) as soon as possible in the same condition as supplied, in their original packaging with a copy of the relevant invoice. Please note that any items which had been provided free-of-charge with the relevant Products must also be returned. Subject to the below exclusions, where you return your order or wish to exchange certain Products, we will process a refund upon receipt of the returned/exchanged Products, excluding any delivery charges you paid for. For an exchange, either you will need to place a new order for delivery subject to availability, it may be possible for you to purchase the replacement Products in the relevant store.In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement Product or we will give you a full refund, including any delivery charges you paid for. In any case you must return the faulty, damaged or incorrect Products to us as soon as possible.