Privacy and Delivery Policy

Privacy and Delivery Policy
Issued by: Almarai Fertilizer Factory
Kingdom of Saudi Arabia – Al-Kharj
Effective Date: 23 November 2024
Last Updated: 12 November 2025

Article (1): Definitions

For the purposes of this Policy, the following terms shall have the meanings indicated below:

1. Factory: Almarai Fertilizer Factory, the owner and operator of the website www.almaraiksa.com and its applications on iOS, Android, and AppGallery platforms.

2. Customer: Any natural or legal person who uses the factory’s services or makes a purchase through the website or mobile application.

3. Personal Data: Any information that identifies or can identify a customer directly or indirectly, in accordance with the Saudi Personal Data Protection Law (PDPL).

4. Delivery Services: The services provided by the factory related to delivering products to the approved delivery points within the Kingdom of Saudi Arabia.

5. Authorized Carrier: Any licensed entity approved by the factory to carry out delivery services on its behalf.

Article (2): Scope of Service

1. The factory’s responsibility for delivery is limited to transporting orders to the nearest branch of the factory within the Kingdom of Saudi Arabia or to the factory’s approved delivery partner only.

2. The factory bears no responsibility or obligation for delivering the order to the personal address specified by the customer outside this scope.

3. The factory’s delivery responsibility legally ends upon handing the order to the branch or the authorized carrier, after which responsibility transfers to the customer or the receiving party.

Article (3): Delivery Time and Schedule

1. The standard delivery period for all orders is up to seventeen (17) business days from the date of order confirmation.

2. Express delivery is available upon request, subject to availability, for an additional fee paid directly to the authorized carrier.

3. The Delivery Department operates during official working days and hours from Sunday to Thursday, from 10:00 a.m. to 6:00 p.m. (KSA time).

Article (4): Delivery Fees

1. Delivery fees vary between branches across the Kingdom depending on the region, distance, and nature of the product.

2. Fees are calculated based on weight, size, or type (kilogram – liter – piece – unit).

3. There is no unified delivery rate applicable to all branches or cities; each branch may apply its own rate.

4. All fees are subject to Value Added Tax (VAT) in accordance with the Zakat, Tax and Customs Authority (ZATCA) regulations.

5. Delivery charges and VAT are non-refundable in cases of cancellation or return, except when the error is attributable to the factory.

Article (5): Order Tracking

1. Customers may track the status of their orders via the official link:
   https://almaraiksa.com/track-your-order

2. Orders may also be tracked through the Almarai Fertilizer Factory app using the “My Orders” feature available on iOS, Android, and AppGallery.

3. The factory’s tracking system shall be considered the official reference for verifying the order status.

Article (6): Order Cancellation and Management

1. Customers may submit cancellation requests through their personal accounts on the website or mobile application via the Ticket System.

2. Each cancellation request is reviewed in accordance with the factory’s internal policy.

3. Upon approval, the refund process will begin, and the duration of the refund will depend on the policies of the customer’s bank.

4. If cancellation is refused or the order has already entered the shipping phase, the factory shall not be obligated to refund any amounts.

5. Delivery fees and VAT are non-refundable in all cases.

Article (7): Order Receipt

1. The customer is fully responsible for receiving the order from the branch or the authorized carrier personally or through an officially authorized representative.

2. The customer must notify the factory immediately upon receipt via the official communication channels:

   • WhatsApp: +966533593364

   • Email: care@almaraiksa.com | info@almaraiksa.com

3. If the customer fails to collect the order or delays in doing so, the order will be returned to the branch, and additional re-delivery fees may apply.

Article (8): Accuracy of Data

1. The customer must provide accurate and up-to-date information, including full name, mobile number, and email address.

2. The factory bears no responsibility for notifications or updates not received due to incorrect or inactive information provided by the customer.

3. The customer shall be legally liable for any error, delay, or consequence arising from inaccurate data entry.

Article (9): Protection of Personal Data

1. The factory is committed to protecting customer data in accordance with the Personal Data Protection Law (Royal Decree No. M/19 dated 09/02/1443H).

2. Customer data is used solely for order fulfillment, service improvement, and compliance with legal requirements.

3. Customer data shall not be shared or disclosed to any third party without legal authorization or the customer’s explicit consent.

4. The factory applies advanced data security measures, including SSL encryption and restricted system access.

Article (10): Returns and Refunds

1. Returns are accepted within twenty-one (21) business days from the date of receipt, provided the product remains in its original condition and unused.

2. Returned products will be inspected by the technical team prior to refund approval.

3. Refunds are processed within 21 business days from the date the return is approved.

4. Delivery fees and VAT are non-refundable.

Article (11): Data Sharing with Official Authorities

The factory may share customer data only in the following cases:

1. With authorized courier companies to execute delivery services.

2. With licensed payment and technical service providers.

3. With official government authorities (such as the Ministry of Commerce or ZATCA) when legally required or requested.

Article (12): Governing Law and Jurisdiction

1. This policy is governed by the laws and regulations of the Kingdom of Saudi Arabia, including:

   • The Personal Data Protection Law (PDPL)

   • The Saudi E-Commerce Law

   • The Regulations of the Zakat, Tax and Customs Authority (ZATCA)

2. The Saudi courts shall have exclusive jurisdiction to settle any dispute arising from the interpretation or implementation of this policy.

Article (13): Official Contact Information

• Head Office: Al-Kharj – Kingdom of Saudi Arabia

• WhatsApp: +966533593364

• Email: care@almaraiksa.com | info@almaraiksa.com

• Official Working Hours: Sunday to Thursday, from 10:00 a.m. to 6:00 p.m.

Article (14): Final Provisions

1. The customer’s use of the website or mobile applications constitutes explicit consent to the terms and provisions of this policy.

2. Almarai Fertilizer Factory reserves the right to amend this policy whenever necessary. Updates will be announced through official channels.

3. Amendments take effect immediately upon publication on the website or applications.

Customer Acknowledgment:
By using the website or mobile applications of Almarai Fertilizer Factory, I acknowledge that I have read, understood, and agreed to comply fully with all terms and conditions contained in this policy.