Privacy Policy

Company Policy

At Hajar Azraq Trading (FZE), we are committed to providing our customers with an exceptional retail and wholesale experience both in-store and online. Our policies are designed to ensure transparency, quality assurance, and customer satisfaction, reflecting the values of integrity, craftsmanship, and service excellence.

1. Quality Commitment
  • All products offered meet rigorous quality standards. We work with reliable suppliers and brands to guarantee durability, functionality, and aesthetic value.
2. Customer Service
  • Our stores and customer service team are trained to offer knowledgeable assistance and a premium shopping experience.
  • Customer inquiries are responded to within 24–48 business hours.
3. Fair Pricing
  • We maintain competitive and transparent pricing across all channels. Promotions and discounts, where applicable, are clearly communicated.

4. Safe Shopping Environment
  • All stores follow local health, safety, and hygiene protocols.
  • Our online platform is secure and protects personal and payment data in compliance with UAE e-commerce regulations.
5. Business Transparency
  • We conduct all transactions ethically and provide accurate information on product origin, material, warranties, and usage.

Terms and Conditions

These Terms and Conditions (“Terms”) govern your access to and use of the services provided by Hajar Azraq Trading (FZE) across physical stores and digital platforms. By purchasing from us, you agree to the following:

1. General Terms
  • Products are available while stocks last.
  • We reserve the right to update prices, discontinue items, or change product specifications without prior notice.
2. Orders & Payments
  • Orders can be placed in-store or via our e-commerce platform.
  • Full payment is required at the time of purchase unless otherwise agreed in writing.
  • Accepted payment methods: cash, card (debit/credit), online payment gateways.
3. Shipping & Delivery
  • Delivery timelines will vary based on location, stock availability, and courier services.
  • Any delays beyond our control (e.g., customs, courier issues) will be communicated proactively.
4. Warranty & Product Use
  • Certain products may carry manufacturer warranties—please retain receipts and warranty documents.
  • Products should be used as per provided instructions. We are not liable for misuse or unauthorized modifications.
5. Intellectual Property
  • All content on our platforms (logos, images, designs, product descriptions) is the property of Hajar Azraq Trading (FZE) and may not be reproduced without written permission.
6. Limitation of Liability
  • We are not responsible for indirect or incidental damages arising from use of our products or services.

Refund & Exchange Policy

Customer satisfaction is our top priority. We offer a fair and straightforward refund and exchange process under the following terms:

1. Eligibility
  • Items must be returned within 14 days of purchase (in-store) or delivery (online orders).
  • Returned products must be unused, in original packaging, and accompanied by the original receipt/invoice.
2. Non-Refundable Items
  • Perishable goods, personalized/customized items, clearance or final sale items are not eligible for refund or exchange.
  • Gift cards are non-refundable.
3. Refund Process
  • Once a return is approved, refunds will be processed within 7-10 business days via the original payment method.
  • Shipping fees are non-refundable unless the return is due to our error (e.g., wrong or defective product).
4. Exchanges
  • Products can be exchanged for items of equal or greater value (with price adjustment) based on availability.
5. Damaged or Incorrect Items
  • If you receive a damaged or incorrect item, please notify us within 48 hours of delivery. We will arrange for a replacement or full refund at no additional cost.
6. Return Process
  • For online purchases, contact our customer service to initiate a return request and obtain return instructions.
  • In-store returns must be made at the original place of purchase.
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