Terms & Conditions

1 Article 1 Definitions and General Provisions

1. The Store: Alodhaibi online store, available at alodhaibi.sa.
2. The Customer: any natural or legal person who uses the site or purchases products through it.
3. Products: all goods offered for sale through the website and the app.
4. Order: a purchase made by the Customer for the specified products, quantities and prices.
5. Promotions: discounts, gifts, free products and campaigns announced for a limited period or while stocks last.

Using the site or completing a purchase constitutes acceptance of the terms published at the time the order is placed, without prejudice to applicable law.

2 Article 2 Use of the Site and Accounts

1. The Customer must provide accurate information when registering and placing orders.
2. The Customer is responsible for keeping account credentials confidential.
3. Any fraudulent or unlawful use of the site, or use that affects its integrity, is prohibited.
4. Using multiple accounts or misleading data to bypass announced promotion limits is prohibited.
5. The Store may restrict an account upon proven material breach, while preserving the Customer’s rights in prior orders.
6. The Store reserves the right to develop and update the site and its services.

3 Article 3 Products and Prices

1. The Store presents products with clear and accurate prices, information and specifications.
2. Prices are shown in Saudi Riyal including VAT; VAT and shipping are itemised before checkout.
3. Prices and offers may differ between the online store and physical branches per each channel’s announced campaigns.
4. Product availability is subject to actual stock.
5. Product colours may differ slightly from images due to screen, lighting and photography settings.
6. The Store may amend future prices without retroactive effect on prior orders.
7. Material pricing or data errors are handled under Article 6.

4 Article 4 Promotions and Discounts

1. Promotions aim to give the widest possible group of customers a fair chance, and are subject to the period, quantities and conditions announced with each offer.
2. Each offer may set a maximum benefit per customer. When that limit is reached, the Customer is shown a clear message stating the limit and the remaining quantity before completing the order. Where no limit is set for an offer, that offer has no limit.
3. For bundle offers (buy-and-get), the cap counts the number of times the offer is applied, not the number of pieces. A cap of two on a “buy one get one free” offer means four pieces: two paid and two free.
4. For discount offers, the cap counts the number of pieces purchased at the offer price.
5. The cap applies across all of the Customer’s orders during the offer period, not per order.
6. Cancelled orders do not count toward the cap. A product returned after delivery does still count, to prevent circumvention.
7. Splitting orders or using multiple accounts to exceed the announced cap is prohibited.
8. Where the cap is exceeded, the Store may contact the Customer to adjust the quantity, or cancel and refund the excess.
9. Two offers or two discount coupons cannot be combined on the same product unless stated otherwise.
10. Gifts and free products are subject to campaign quantities and announced conditions, and are not exchangeable for cash.
11. When returning a product linked to a free gift, the gift must be returned with it to qualify for a full refund.
12. The Store may end or amend offers for future orders, honouring obligations arising from prior orders.

5 Article 5 Purchase Limits and Commercial Orders

1. The Store aims for fair distribution of promotional products among customers.
2. Maximum quantities may be set for certain products, provided they are announced before purchase.
3. The Store may verify orders with unusual quantities.
4. Wholesale and resale orders are subject to the sales department’s separate policies and pricing.
5. Where a requested quantity cannot be fulfilled, the Store contacts the Customer with available options.

6 Article 6 Technical and Clerical Errors

1. The Store maintains accuracy of prices, stock and discounts, yet unintentional technical or clerical errors may occur.
2. Such errors include price display, discount calculation, coupons, stock synchronisation, and showing quantities beyond actual availability.
3. Where a material error affects an order, the Customer is notified of its nature and the proposed remedy.
4. Remedies may include correcting the order, adjusting quantity with the Customer’s consent, fulfilling the available part, or cancelling the order.
5. If an order is cancelled due to a Store error, all amounts are refunded in full with no cost to the Customer.
6. A technical fault alone does not waive any statutory consumer right.

7 Article 7 Orders and Purchase Confirmation

1. The Customer must review products, quantities, prices and delivery details before confirming.
2. After placing an order, the Customer receives a notification with the order details and amounts paid.
3. Fulfilment is subject to verification of data, stock availability and payment integrity.
4. Where a material difficulty affects fulfilment, the Store will inform the Customer and work to resolve it.
5. Where an order cannot be fulfilled in whole or in part, amounts due are refunded per approved procedures and applicable law.

8 Article 8 Payment and Invoices

1. The Store offers the payment methods shown at checkout; available methods are those displayed at the time of ordering.
2. Tax invoices are issued in accordance with the regulations in force in Saudi Arabia.
3. Buy-now-pay-later and instalment services are provided by independent parties and subject to their terms, without prejudice to the Store’s statutory obligations.
4. If payment fails or is incomplete, the order is not considered paid until confirmed by the provider.
5. Refunds are returned to the original payment method. They may be credited to the in-store wallet with the Customer’s explicit consent.
6. Payment gateway fees are borne by the Store and are not deducted from the amount refunded to the Customer.

9 Article 9 Shipping and Delivery

1. The Store delivers to covered areas within the Kingdom of Saudi Arabia.
2. Delivery fees and estimated times depend on city, address and carrier, and are shown in full before checkout.
3. The Customer must provide a correct address and a reachable mobile number.
4. Branch pickup is available for eligible orders, with an announced holding period. If the order is not collected within it, it is returned and refunded under the returns policy.
5. Where delivery fails due to no response or incorrect details, the order is handled under the shipping policy.
6. Delivery times may be affected by seasons, holidays and circumstances beyond control; customers are notified of material delays.

10 Article 10 Order Cancellation

1. Customers may request cancellation per the periods and procedures in the returns and exchange policy.
2. Cancellation can be requested through the account or customer service.
3. Cancellation after fulfilment or shipping has begun is subject to the announced procedures, without conflicting with statutory rights.
4. Where fulfilment fails due to stock or a technical fault, the Customer is notified and the cancellation and refund are processed per applicable law.
5. The Customer retains all statutory rights in cases of non-fulfilment or delay.

11 Article 11 Exchange, Return and Refund

1. All exchange and return requests are subject to the returns policy published on the site, which forms an integral part of these terms.
2. The currently announced return window is 7 days, starting from the date the order is received.
3. Where an intact product is returned at the Customer’s request (change of mind), actual shipping costs are borne by the Customer per the announced policy.
4. Where a product is defective, damaged or not as described, the Store bears all return costs and refunds the amount in full without deduction.
5. Where a discount coupon was used, partial returns may be subject to additional conditions ensuring the discount remains consistent with the remaining order.
6. Returned products are inspected before a refund is approved, and the Customer is notified of the outcome.
7. Where any published provision conflicts with applicable law, the statutory provision prevails.

Returns & Exchange Policy

12 Article 12 Discount Coupons and Gifts

1. Coupons are issued within specific campaigns and subject to their announced conditions.
2. Coupons may be time-limited or restricted to certain items or accounts.
3. Coupons may not be used more times than permitted or in ways that breach their conditions.
4. The Store may deactivate unused coupons upon expiry or a material technical fault, preserving rights in prior orders.
5. When a product linked to a free gift is cancelled or returned, the gift’s value is settled per the announced offer conditions.

13 Article 13 Defective Products and Warranty

1. The Store provides genuine products matching the announced specifications.
2. The Customer’s statutory rights regarding defects or non-conformity are observed.
3. Contractual warranties do not cover damage from misuse or improper storage, to the extent permitted by law.
4. Defects can be reported through customer service with the order number and photos showing the defect.
5. Eligible cases are resolved by replacement or refund according to the nature of the case and statutory rights.

14 Article 14 Privacy and Data Protection

1. The Store protects personal data under the Personal Data Protection Law of Saudi Arabia.
2. Customer data is used as needed to fulfil orders and provide customer service, per the privacy policy.
3. Data necessary to fulfil an order may be shared with payment, shipping and technical service providers within legal limits.
4. The separate privacy policy explains data subject rights, how to exercise them, and processing purposes.

Privacy Policy

15 Article 15 Intellectual Property

1. All rights in the Store’s name, logo, design and content are reserved.
2. The Store’s content may not be copied or reused for commercial purposes without prior permission.
3. Product trademarks belong to their registered owners.

16 Article 16 Complaints and Customer Service

1. The Store receives complaints and enquiries through its official channels.
2. Please provide the order number and details of the issue to speed up handling.
3. The Store reviews the complaint and informs the Customer of the outcome and actions taken.
4. Internal complaint procedures do not prevent the Customer from approaching the competent authorities.

17 Article 17 Unlawful Use and Circumvention

1. Using automated tools or software to manipulate purchases or bypass announced quantity limits is prohibited.
2. Creating fake accounts to repeatedly benefit from offers in breach of their conditions is prohibited.
3. The Store may review unusual activity and take appropriate action under applicable law.
4. Suspicion alone does not result in confiscation of a customer’s funds or denial of statutory rights.

18 Article 18 Amendments to the Terms

1. The Store may update these terms in line with its services and applicable regulations.
2. Amendments take effect from the date of publication and do not apply retroactively to prior orders.
3. Where a provision conflicts with applicable law, the statutory provision applies.

19 Article 19 Governing Law and Jurisdiction

1. These terms are governed by the laws of Saudi Arabia, including the E-Commerce Law and its implementing regulations.
2. Disputes are resolved through the competent judicial or regulatory authorities.
3. Nothing in this document constitutes a waiver of any statutory right of either party.