Privacy Policy

Deraah Trading Company is a company established in the Kingdom of Saudi Arabia. Its main headquarters is in Riyadh. Its address is Al-Malaz, Eastern Ring Road, Exit 16, next to Extra Center. Its phone: 0112429999, P.O. 11551

Deraah Trading Company runs its entire online store. This Privacy Policy describes how we collect, use and identify your options for collecting, using and disclosing personal data. By visiting the site directly, you agree to the apps detailed in this policy.

Protecting your data is very important to us. Therefore, your name and other information relating to you will be used in the manner stipulated in the Privacy Policy. We will collect information where necessary or if it is directly related to our transactions with you. You can also browse the Site without having to provide any personal data, your personal identity remains unknown throughout your visit to the Site, and is disclosed only if you have a special e-account on the Site, which can be accessed using your username and password.

This privacy policy has been developed, in order to provide a better service, taking into account the global principles and standards of using "personal identification information" about Internet users.

Personally identifiable information: information that can be used alone or with other information to identify, communicate with, locate or identify a particular person in a public context. Please read our privacy policy carefully in order to gain a clearer understanding of how we collect, use, protect or otherwise handle your personal data related to our website.

We are pleased to explain our website's privacy policy in all transparency and credibility through the following points:

· We collect your personal information (name, telephone number, address, email, etc.) by registering you on our website, based on the information you provide to us. We only request your personal data for the purpose of improving the quality of the service providing to you, through your inquiries provided for customer service.

· We are committed to the confidentiality of your personal data, and undertake not to disclose it to any third party without your consent. We have the right to disclose your personal data in the event of a legal claim or lawsuit. We use cookies for the purpose of analyzing statistics, improving services and customizing content.

We send messages to your email only in the following cases:

· When registering a new account on the site.

· Execute your new order from our website.

· Follow-up on the status of shipments.

· If your password is lost.

· If you subscribe to our newsletter, we will send newsletters with our latest products.

If you do not want to receive newsletters, you can cancel this by clicking here.

We may change the privacy policy when there are reasons to do so, and we always ask you to review the updates.

We perform a comprehensive site survey periodically to detect security vulnerabilities and vulnerabilities so that your site visit is safe.

All your information is secure, and only a limited number of people have access to it, with a permit to enter these places so that we keep your personal information confidential.

Everything related to (credit cards), this data is encrypted before you start moving it online, and the payment service provider is responsible for saving and securing it.

In case of any data security breach, all users will be notified within one working day of our email notification.

You can access and review your personal information through My Account page in the store. If your personal information changes in any way, or you provide incorrect information about the store, you must update or correct it immediately, either by displaying it on "My Account" or by contacting the customer service team.

Please note that we will retain your personal information during and after the completion of the use of the Site, as required by law, in order to overcome technical obstacles, prevent fraud and assist in any legal investigation, and take any other actions required by law. We do not tolerate subversive or deceptive emails. Sending e-mails to our detriment or anything in the content of the Site will lead to a violation of the Terms and Conditions Agreement.

We automatically check messages, and may resort to manual filtering, to see if there are destructive messages, viruses, malicious attacks, and any other harmful or irregular activities.

Your data is saved for use in the next purchase, and you can unsubscribe at any time.

If you have questions or concerns about our collection of your personal information and use it, please do not hesitate to contact our customer service team or email us via the "Contact Us" page on the online store.

Your Fears and concerns about the confidentiality and privacy of data are of paramount importance to us, and we hope that this will be achieved through this policy.

Quality Policy

Deraah Perfume Company is committed to provide the best products of perfume, cosmetics, hair care and skincare, luxuries, accessories, and Oud, so that it meets the needs, requirements, and expectations of its customers, through the development and continuous improvement of quality management system.

The company constantly seeks to satisfy and fulfill the desires of its customers, reaching them through the specialized exhibition series, wholesale branches spread across the Kingdom and the Arabian Gulf, while constantly striving to develop products and services by following the latest effective marketing means in order to realize the aspirations of the company's management and the wishes of its customers, through:

· Focus on the customer, constantly meet his/her requirements.

· Setting measurable goals, consistent with the company's vision.

· Develop the performance characteristics of processes and products.

The administration of the company is fully aware that employees are the most valuable asset it has, and asserts that all its employees are aware of the importance of meeting customer requirements, and their important role in achieving the Company's goals and vision.

Quality management system meets the requirements of international standards.

Returns & Replacement Policy

Dear Valued Customers,

We always strive to ensure that our customers shop with confidence and peace of mind by refunding the value of their purchases or exchanging them for one of our products, in accordance with the following terms and conditions for exchange and return:

The return and exchange policy covers all products of Deraa Company in the online store.
To benefit from the return, exchange, and warranty services, it is necessary to bring the original invoice received from the company's representative.
Returns or exchanges are possible if the item is in the same original condition as at the time of purchase and is wrapped in its original packaging.
You have the right to return or exchange within seven (7) days from the date of receipt, by contacting the customer service team either by calling the toll-free number +9668001186666 or through WhatsApp on the same number.
To proceed, photograph the product and send it via WhatsApp to +9668001186666, specifying the city and address.
Returns through customer service are available within (7) days and exchanges within (7) days via the nearest branch of Deraa Company.
To cancel an order, you can log into your account, access your order list, and submit a cancellation request. If the order has not been prepared for shipping, it can be cancelled through customer service by calling the toll-free number +9668001186666 or via WhatsApp on the same number. The refund for orders will be processed within 4 to 14 business days. If the order has already been shipped, the refund process will begin once the shipment returns to the main warehouses in Riyadh.
If a gift is included with the order: When making a full or partial replacement or return, the gift must be returned if the value of the order after the replacement or return is less than 219 SAR.

There are a number of specific situations where the product cannot be returned or replacement and they are:

· When submitting a return request after a specified time, which is 7 days from the date of receipt.

· When using the product, when it is damaged, or when it is not in the same condition that you received it.

· Products whose serial numbers have been tampered with or removed.

· Products without price tags, stickers, original packaging, or the lack of any accessories.

. For health and safety reasons, all hair care products (Silky Waves) are non-returnable and non-exchangeable, except in cases of a manufacturing defect or damage during product delivery.

Shipping Condition:

Customers in major cities, delivery period ranges from 2 to 4 working days from invoice date.
Customers outside the main cities, the shipping period ranges from 4 to 7 working days from the date of invoice.
If an order is not received by the customer within 15 days, the order will be automatically canceled.
During promotional periods and holidays, delivery might take longer than the expected time. We appreciate your understanding.
Orders will be delivered from Saturday to Thursday, excluding Friday and public holidays.

payment methods:

You can use one of the following methods to pay:

Through the website using a card (Mada, Visa or Master) issued from anywhere.
via Apple Pay.
via Tamara and Tabby.

Tamara and Tabby return policy:

Regarding orders paid by the Tamara and Tabby a payment method, return is within (7) days from the date of the shipment’s arrival to the customer.
Refunds to the customer will be made through Tamara and Tabby Company.

Regarding orders paid through the Tamara and Tabby payment method, the exchange can be made within (7) days according to the mechanism below:

The item to be replaced must be fully returned, and refunds to the customer will be made through Tamara and Tabby Company.
A new invoice is issued for the new item, and the amounts are paid by the customer to Tamara and Tabby Company.

Payment upon receipt:

· Use (Visa - Master - ATM card) via Saudi mobile network device.

· Pay cash upon receipt to the delegate, without adding additional charges on the commodity.

Warranty:

The warranty on Deraah products covers manufacturing defects.

Electrical appliances:

Electrical appliances are covered by a two-year warranty from the date of purchase for manufacturing defects.
Electrical appliances (replacement warranty) with the presentation of the purchase invoice and the warranty card.

Watches:

Watches are covered by a one-year warranty from the date of purchase (women's sets and individuals - men's individuals only).
Watch warranty (maintenance) with the presentation of the purchase invoice and the warranty card.

The warranty does not cover the product in the following cases:

Misuse of the product or non-compliance with the instructions for use.
Fractures or exposure of the device to external factors such as moisture, water, or electrical voltage other than that specified on the device.
Attempts to repair or tamper with the product.

Customer Service Policy

In pursuit of excellence in offering its diverse range of products and ensuring customer satisfaction that exceeds expectations, Darah Trading Company is committed to establishing effective communication channels with its customers to understand their needs, simplify procedures, and enhance services.

To achieve this, the company has adopted a Customer Complaints Management System based on global best practices (ISO 10002 standard) as an effective means to achieve its strategic goals. This system enables the company to receive, address, and utilize complaints to improve its services while ensuring full compliance with all relevant laws and regulations.

This policy underscores senior management’s commitment to handling complaints efficiently, effectively, promptly, and fairly. The complaint management system is designed to be easily accessible, highly responsive, transparent, confidential, and reliable. It is simple, unbiased, efficient, time-bound, and subject to periodic audits.

Darah Trading Company provides multiple communication channels to enable customers to share their feedback and suggestions, including social media platforms, the customer service center, the "Contact Us" platform, and others.

The company is dedicated to handling all customer complaints responsibly. Wherever possible, it will ensure that the root causes of complaints are effectively addressed.

Chief Executive Officer

Abdullah Ali Al-Hadi

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