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

At Deraah UAE, we are committed to ensuring our customers enjoy a safe and reliable shopping experience. We offer a flexible return and exchange policy according to the following terms and conditions:

Terms and Conditions of Return and Exchange

1. The return policy applies to all Deraah products purchased through the official online store within the United Arab Emirates.

2. To benefit from the return service, the original purchase invoice received from the delivery agent or via email must be provided.

3. Returns are accepted only if the product is unused, in its original condition, and sealed in its original packaging.

4. Customers have the right to return or exchange products within fifteen (15) calendar days from the date of receipt by contacting our Customer Service Team through the toll-free number 800 118 6666 or via WhatsApp on the same number.

5. Customers must take clear photos of the product and send them via WhatsApp, specifying their city and address to facilitate the return process.

6. The returned product can be handed over to the nearest Deraah UAE branch after coordination with the Customer Service Team.

7. If the order has not yet been shipped, customers may cancel it through their online account or by contacting Customer Service.

- Refunds will be processed within 5 to 15 business days from the date of approval.

- If the order has already been shipped, the refund process will begin once the shipment returns to the main warehouse.

8. If the order includes free gifts, these must also be returned along with the original items (for full or partial returns).

9. For promotional offers such as “Buy 1 and Get 2 Free,” all products included in the offer must be returned together in their original condition.

Cases Where Return or Exchange Is Not Accepted

1. After the return period of fifteen (15) days has expired.

2. If the product has been used, damaged, or altered from its original condition.

3. If the barcode, serial number, or any identifying label has been removed or tampered with.

4. Products missing price tags, original packaging, or any included accessories.

5. For hygiene reasons, personal care and hair products (such as Silky Waves) cannot be returned unless they are defective or damaged during delivery.

6. If the free gifts included with the order are not returned.

Delivery and Shipping Time

1. Delivery within major cities is completed within 2 to 3 business days from the invoice date.

2. Delivery to areas outside major cities typically takes 3 to 6 business days, depending on the customer’s location.

3. If the customer does not receive the order within 15 days from the first delivery attempt, the order will be automatically canceled, and the amount will be refunded after the shipment returns to the warehouse.

4. During promotional periods, holidays, or festive seasons, delivery times may take longer than usual.

5. Delivery services operate from Monday to Saturday, while Sunday is considered an official day off for shipping services.

Payment Methods

We offer our customers safe and convenient payment options:

1. Cash on Delivery (COD)

2. Credit Cards (Visa and MasterCard)

3. Debit Cards

Refund Policy

1. If it is not possible to refund the amount using the same original payment method (such as a bank or credit card), the refund will be transferred to the customer’s bank account based on the details provided through the registered mobile number on their account.

2. The customer is responsible for ensuring the accuracy of their bank details, and Deraah disclaims any liability for refunds sent to incorrect accounts due to customer-provided information.

3. Refunds are processed within 5 to 15 business days from the date of product return or cancellation confirmation.

Warranty Policy

1. The warranty covers all products that comply with the company’s and manufacturers’ conditions against manufacturing defects only.

2. Electrical appliances are covered by a two-year (24-month) warranty from the date of purchase, limited to manufacturing defects only.

3. To claim warranty service, customers must provide the original purchase invoice and warranty card.

4. The warranty does not cover:

- Misuse, negligence, or failure to follow operating instructions.

- Damage caused by water, moisture, or inappropriate electrical voltage.

- Any repair or tampering by unauthorized service providers.

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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