Refund policy
Terms and Conditions for the “DFruit” website
We have set out below the terms and conditions under which you must use the website, as follows:
Definition of terms:
“You” or “your” means the person placing an order to purchase goods from the DFruit website, who must be over 18 years of age.
“DFruit”, “we”, or “our” means Al-Fawakih Al-Mujaffafah Trading Est., owner of the “DFruit” website, whose registered office is located in North Obhur, Jeddah, Kingdom of Saudi Arabia.
“Homepage” means the main page of the website, which displays the website's sections.
“Sections” means the categories and sub-categories that we have on the website.
“Account” means your details and shopping history, which were created when you registered to shop through our DFruit website.
Terms of use:
This section explains how you may access and use the website:
Using and accessing the app/website:
It will be necessary for us to carry out maintenance on the website from time to time, and this may result in short periods of downtime for the site.
We cannot promise that the website will be free of downtime or errors, or that defects in the website will be corrected.
You may use the website to browse and purchase goods and services from us, and to manage your own account, but not for any other purpose.
You must not share your DFruit email/username and password with anyone.
Website content:
We may update the website from time to time, and may change the content at any time. However, please note that we are not obliged to update the content on the website, and any part of it may be out of date at any time. Although we try to update the information on the website, we make no representation, undertaking, or warranty as to the accuracy, completeness, or currency of the content on the website.
We do not warrant that the website or any content on it is free from errors or omissions.
All rights will automatically be owned by the “DFruit” website, including but not limited to any intellectual property rights in any data on the website, or any part of the website provided by us, by you, or by any third party — for example, your shopping list or favourite items (the data). You agree not to use the data, or to authorize any third party to use it, without our express permission. If the law prevents us from automatically owning any rights in the data, you grant us those rights now.
You are responsible for configuring your information technology, computer programs, and platform in order to access the website. You must use your own software to protect against viruses.
Changes to these terms:
If we make any changes to these terms of use, we will notify you as soon as possible by posting the changes on our website.
Terms of sale:
These terms of sale will apply if you place a purchase order on our website.
How to become a customer:
To place a purchase order on our “DFruit” website, you must be over 18 years of age, request delivery within our delivery area or pick-up within your pick-up area, and have a credit or debit card in your name that we accept, or agree under the purchase order you place to pay cash on delivery.
Upon registration you will be able to create a username and password, but you do not have to use them each time you wish to shop with us. You must keep your username and password confidential, and must not disclose them to any third party. Please keep this information in a safe place, as you will be responsible for all activities and purchase orders made under your password and username. If you believe that someone else knows or is using your username and password, please contact us immediately through one of our channels.
We reserve the right to suspend accounts related to any fraudulent activity or misuse of the service.
Our contract:
Our website invites you to purchase goods from us. After you place a purchase order on the website, we will send you a notice by email confirming receipt of the purchase order and stating the goods you ordered and their price. This does not constitute confirmation of the order or an expression of our acceptance of it.
These terms govern the supply of goods to you by the “DFruit” website. Any other terms, conditions, or representations (other than those implied by fraud or by statute) are excluded.
Price:
The price of the specified product(s) you ordered will be the price on the website at the time of placing or amending your purchase order. We will notify you if there are any price differences.
Errors may occur while product and price information is being provided by the “DFruit” website, and therefore we may not be able to confirm the product price until after the purchase order is placed. If a product is listed at an incorrect price or with incorrect information due to a pricing or product-information error, we will have the right, at our sole discretion, to contact you for guidance or to cancel your purchase order and notify you of this cancellation.
If the “DFruit” website accepts your purchase order, the same amount will be deducted from your credit-card account and you will be notified by email, or you will be obliged to pay cash on delivery. Credit-card payment may be processed before the product you ordered is dispatched. If we have to cancel the purchase order after payment has been processed, the said amount will be returned to your credit/debit-card account, or a store credit may be provided.
Sometimes the online price does not match the in-store price. Store prices sometimes differ from online prices. Purchase orders placed via the website will be subject to online prices. Prices and availability are subject to change without prior notice. In addition, the description/performance of the products is based on the product guide and technical materials printed by the manufacturers/agent. Therefore, the text available on each product is not attributable to us and is subject to change without prior notice, according to the manufacturers/agent.
We provide you with the option to order some products — for example and not limited to (dried fruits/nuts) — by weight or quantity. Since it is difficult to determine the exact weight of such loose products, you will bear the cost of the actual selected weight if you order these products by weight; we always try to reach the weight you requested and reach the closest weight to it. Loose products are priced by weight in-store, which means that if you order by quantity and the products selected in-store are above the average weight, you may bear a cost greater than the indicative price shown online at the time of ordering. If the in-store products are below the average weight, you may bear a cost lower than the indicative price shown online at the time of ordering. The prices of all fruits and other products may change due to differences in weights.
In addition to the price, you may have to pay delivery or collection charges as shown at checkout.
Acceptance of the purchase order / cancellation of the purchase order:
We reserve the right, at our sole discretion, to refuse or cancel any purchase order for any reason. This includes restrictions on the quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud department — these are some of the cases that may lead to cancellation of the order, and further verification or information may be requested before accepting any purchase order. We will contact you if your order is cancelled in whole or in part, or if additional information is needed to accept your order. If your order is cancelled after the amount has been deducted from your credit/debit card, the said amount will be returned to your credit/debit-card account, or a store credit may be provided. It is the customer's responsibility to ensure the validity of the credit/debit card when the refund is processed.
DFruit does not provide service to the commercial sector, i.e. shops/retailers.
If no one is found to receive the order at the specified location, the user must be aware that the delivery driver will wait only 10 minutes maximum before leaving.
The driver contacts the customer via mobile phone call or via WhatsApp only.
Changing your mind:
You may cancel or amend your order at any time before delivery or collection. Due to the way our systems work, if you wish to add items, you can order again by contacting customer service on +966583496668 or by sending an email to Hello@dfruit.co.
You may change your order at any time up to the time of delivery or collection, by contacting customer service on +966583496668 or by sending an email to Hello@dfruit.co.
If you order items that are unavailable, you may choose to replace them with the closest product or cancel the item.
Exchange/return policy:
Regarding the exchange of, or request to return, any of the products that need to be replaced in the event that the purchased products are not fit for use, please contact the “DFruit” customer service within 48 hours of receiving your order.
Refunds in cash or to credit cards will be processed by Al-Fawakih Al-Mujaffafah Trading Est., owner of the “DFruit” website, within 48 hours, and the time for the amount to reach your account will depend on your bank.
For purchase orders made by credit card, any refund will be applied to the card used at the time of the order.
Any request for a refund or for the exchange of products will be verified by DFruit customer service.
Purchase orders that do not meet our usual high standards:
If there is obvious damage to your order, or if it in any way does not meet our usual high standards, you may refuse to accept the order and you may raise a complaint about the order to Hello@dfruit.co. For individual products that are found to be damaged when the packaging is opened, please notify customer service within 24 hours for a refund/store credit. Refunds will only be provided when the product is returned or the image sent of the product's condition is verified.
Shortage of stock of goods:
We do our utmost to ensure the constant availability of goods, but some products may sometimes run out. If this happens, we will give you the option of obtaining a substitute product, cancelling the item entirely, and/or replacing the product with a different size of the same type.
We reserve the right, at our sole discretion, to limit the quantity of items purchased per person, per household, or per order. The said restrictions may apply to orders placed from the same account, the same credit card, as well as to purchase orders using the same billing and/or delivery address. We will give notice to the customer if these restrictions are applied. We also reserve the right, at our sole discretion, to prohibit sales to distributors, retailers, or wholesalers.
Use of credit cards:
If you find that your credit card has been used without your supervision, please notify us within 24 hours of discovering this. You must also notify the issuer of your credit card within the time you agreed to in the card's system.
Expiry dates:
The staff working at the DFruit website have been trained to assemble your order carefully to select goods with a suitable time until the expiry date (exactly as you do when you shop from the store yourself).
Redeeming a “DFruit” coupon / using promo codes on the “DFruit” website:
If the customer is allowed to redeem a DFruit coupon through the website, this coupon will be redeemed for the full amount only, and partial redemption is not allowed.
Only one (1) promo code may be redeemed per user account/per household/per promotion.
DFruit promo codes can only be redeemed online and must be submitted at the point of order entry.
You must be 18 years of age or older to redeem the promo code.
Promo codes may require a minimum order value per purchase, in addition to other restrictions or exclusions — details will be provided with the promotion.
Even if the code is accepted at checkout, all orders are reviewed by the DFruit customer support team before fulfilment; if orders are deemed to violate any of these terms and conditions, they will be amended accordingly.
Promo codes are free promotional codes and vouchers with no cash value, and have an expiry date.
Payment:
The “DFruit” website offers the ability to purchase products and pay the required amount online. All cash transfers and payments, including authorizations and financial entitlements, must be in Saudi Riyals.
Our payment system includes several methods/forms of payment:
Online payments for products: credit cards (Visa or Mastercard only) / Mada cards for cards issued by Saudi banks only, through the electronic gateway of our banking service provider.
In the case of online payment for products: the customer will receive an on-screen notification as soon as the payment is accepted. We bear no responsibility if the payment is rejected or cancelled by the credit-card / Mada-card service provider for any reason. You must check with the bank providing the credit-card / Mada-card service for the reason for the rejection.
We do not store your credit-card information on the website. All information and details you enter through the electronic payment gateway are encrypted for security protection, and correspondence exchanged to and from the service provider's site is also encrypted.
We do not provide any of the payment information made through the site to other companies or individuals unless requested by an official legal authority. This information is processed by our payment officer.
You must ensure that the information relating to the credit card you use to pay for the electronic services is correct, valid, and accurate, and you must use a credit card / Mada card that legally belongs to you. Your personal information will not be used or shared by the electronic services with any third party, except for verifying the legitimacy of the information and that it is not forged, or when requested by law, the Sharia regulations, or by a court order. The website service will not be responsible in any way for the forgery of credit cards / Mada cards. You will bear all responsibility for the use of forged credit cards / Mada cards, and will be fully responsible for proving otherwise.
Partial refunds cannot be made to Mada cards.
Your use of the electronic payment service of our website constitutes implicit consent to your commitment to these terms. If you do not agree to any clause of these terms, please do not use this service.
Terms and Conditions:
13-3-1 Requires compatible software and devices and an internet connection.
13-3-2 Products ordered and purchased through the “DFruit” website are non-refundable in cash, non-exchangeable, and non-returnable (except as required by these terms and conditions and the E-Commerce Law in force in the Kingdom of Saudi Arabia).
13-3-3 All rights are reserved to the “DFruit” website and are subject to the regulations and laws in force in the Kingdom of Saudi Arabia.
Amendment of the terms and conditions:
“DFruit” may at any time amend the terms and conditions of the website without sending any prior notice to you. You can access the latest version of the terms and conditions at any time on the website. If you do not accept the amended terms and conditions, you must stop using the website service. However, your continued use of the service will be deemed acceptance of the amended terms and conditions of this website and a commitment to abide by them.
