Click & Collect: Terms and Conditions

1. Eligibility Criteria

1.1 The “On-Time or Free” Click and Collect Program applies only to orders placed through official Sharaf DG channels (website or mobile app) within the KSA.

1.2 Order must be in-stock at the time of purchase.

1.3 Only applicable for the items found in click and collect landing page (https://saudi.sharafdg.com/en/click-and-collect-30-minutes/).

2. Non-Eligibility Criteria

The program does not apply in the following situations:

2.1 Products not found in click and collect landing page.

2.2 Bulk, corporate, or special shipments, including large-volume business orders and orders requiring special handling (e.g., oversized, hazardous items).

2.3 Returns: Any item that is returned is not eligible for free item or gift voucher.

2.4 Repeated abuse or suspected fraud (multiple suspicious claims, manipulated information). Sharaf DG reserves the right to exclude any customer who is found to be abusing the program (e.g., multiple suspicious claims, manipulation of systems) from further participation.

3. Pickup Time Calculation

3.1 Start of Countdown: When payment is confirmed, and the order is accepted by Sharaf DG’s system.

3.2 Definition of “Ready On Time”: If you as a customer receive an SMS that the order is ready for pickup from store before the promised window expires—based on Sharaf DG’s data—pickup is considered on time.

3.3 The promise time is 30 minutes from order confirmation. The order is considered ready on time if the customer receives notification (via SMS or email) that the order is ready for pickup within 30 minutes of order confirmation.

4. Free Item and Gift Voucher Issuance

4.1 Qualification: If Sharaf DG fails to prepare the order for pickup on time for reasons within our control (excludes force majeure, customer delays) and as per eligibility criteria defined, the customer qualifies to keep the purchased item(s) free and receive the designated gift voucher.

Reasons beyond Sharaf DG's control (which do NOT qualify) include: force majeure events, payment processing failures from third-party providers, customer-provided incorrect information, or technical failures caused by external service providers.

4.2 Voucher Details:

• Value: Equal to the total purchsed item amount (excluding any service fees not covered by the program).

• Validity: A unique gift voucher is provided, valid for a specified period (6 months).

• Use: Non-transferable (should be used by only the same customer), cannot be exchanged for cash, and may have category restrictions.

4.3 Gift Voucher Claim Process

4.3.1 Submitting a Claim:

• Customers who believe their order was not ready within 30 minutes must file a claim via the order page on their Sharaf DG account within 24 hours from actual pickup time.

• A “Claim Gift Voucher” link or similar option will be available on the order page, prompting the customer to provide any relevant notes about the item not being ready for collection on time.

4.3.2 Verification:

• Once the claim is submitted, Sharaf DG will review internal logs and any communications to confirm whether the item was not ready for collection on time.

• Sharaf DG reserves the right to reject claims if records indicate the item was ready for collection on time, if the delay was due to force majeure or exception events (natural disasters, power outages, system failures, etc.) occurred or if its non eligible as per the points above.

4.3.3 Claim Decision and Issuance:

• If approved, Sharaf DG will notify the customer and issue the gift voucher (via email) after 14 business days.

• If rejected, a brief explanation will be provided to the customer through email.

• Business days are defined as Sunday through Thursday, excluding official public holidays in the Kingdom of Saudi Arabia

4.3.4 When claims become void:

• If the claim does not meet the eligible criteria defined.

5. Returns and Refunds

5.1 You may return your item within return window (subject to standard return conditions). If you choose to return the item during this period, no gift voucher will be issued under the On-Time or Free Program.

5.2 If you keep your item beyond the return window, Sharaf DG will then issue a digital gift voucher sent to your email.(assuming your claim has already been approved).

5.3 Once the gift voucher is issued, the item is considered free and cannot be returned or refunded. Standard warranty or exchange procedures still apply if the item is defective, but no monetary refund will be provided.

6. Prevention of Abuse & Fraud

6.1 Fraud Checks: Suspected misuse or fraudulent activity (e.g., false claims, manipulated addresses) may result in disqualification from this program and potential account suspension.

6.2 Verification Rights: Sharaf DG may request additional information or documentation to validate claims.

7. Modifications and Termination

7.1 Sharaf DG reserves the right to modify, suspend, or terminate this “On-Time or Free” click and collect program at any time without prior notice.

7.2 Orders placed before changes take effect will adhere to the T&Cs in place at the time of purchase.

8. Dispute Resolution

8.1 Sharaf DG’s verification records regarding ready to pickup times shall be final and binding in case of dispute.

8.2 Customers may contact Sharaf DG Customer Support for unresolved issues.

9. Acceptance of Terms

9.1 By placing an order under the “On-Time or Free” click and collect Program, the customer acknowledges having read, understood, and agreed to these Terms & Conditions.