Privacy & Policy
Welcome to Al Hilal Traders. Your privacy and trust are important to us. This Privacy Policy explains how we collect, use, and protect your personal information when you visit or shop from our website.
By using our website, you agree to the terms mentioned in this policy.
1. Information We Collect
We collect only the information necessary to provide a smooth and secure shopping experience, including:
- Full Name
- Email Address
- Phone Number
- Shipping & Billing Address
- Payment Information
- Order Details
We may also collect technical data such as IP address, browser type, and device information to improve performance and security.
2. How We Collect Information
Your information is collected when you:
- Place an order on our website
- Contact customer support
- Subscribe to newsletters or promotions
- Fill out forms on our website
We may also use cookies to enhance your browsing experience and personalize content.
3. How We Use Your Information
- Process and deliver orders
- Provide customer support
- Send order updates and notifications
- Improve products and services
- Share promotional offers
- Maintain website security and prevent fraud
You may opt out of marketing communications at any time.
4. Data Protection & Security
We are committed to protecting your personal data using appropriate security measures to prevent unauthorized access, misuse, or disclosure. However, no online transmission is 100% secure, and users share information at their own risk.
5. Sharing of Information
Al Hilal Traders does not sell or trade your personal information. However, limited data may be shared with trusted partners such as:
- Payment gateway providers
- Courier & delivery services
- Technical support teams
These parties only receive data required to perform their services.
6. Cookies
Our website uses cookies to improve user experience, remember preferences, and enhance functionality. You can disable cookies from your browser settings if you prefer.
7. Third-Party Links
Our website may include links to external websites or social media platforms. We are not responsible for their privacy policies or content.
8. Your Rights
- Access your personal data
- Request correction of inaccurate information
- Request deletion of your data
- Opt-out of promotional messages
For any privacy-related concerns, you may contact us anytime.
9. Policy Updates
Al Hilal Traders may update this Privacy Policy from time to time. Any changes will be posted on this page and become effective immediately.
Cancellation & Refund Policy
Before placing an order, you are requested to read all Terms and Conditions carefully. You will be bound by these Terms regardless of your country of residence or whether you have read them before placing the order.
1. Al Hilal Traders reserves the right to substitute any product with a suitable alternative if the ordered item is unavailable. Substitutions are made to ensure timely delivery and may be done without prior notice. Product images displayed online are for reference only, and the actual product (especially dates/Khajoor) may vary in appearance and packaging. However, quantity will remain the same. No refund or complaint will be accepted based on appearance differences from images shown online.
Refunds for eligible cases via debit/credit cards may take 2–7 working days to process through the payment gateway. Any delays after this period should be followed up directly with the respective bank. A refund confirmation email will be provided as proof of transaction.
2. No refund claims will be entertained for delivery timing issues such as: "I requested delivery at a specific time and it was not delivered." We guarantee delivery on the selected date, not a fixed time slot. While we try our best to meet requested timings, delays do not qualify for refunds.
3. Order Cancellation: Orders can be cancelled within 15 minutes of placement. Al Hilal Traders reserves the right to cancel any order due to incorrect pricing, product availability, or system errors. In such cases, customers will be notified immediately.
Refund & Exchange Policy
At Al Hilal Traders, customer satisfaction is our top priority. We ensure that all orders are fresh, properly packed, and delivered on time. If you face any issue, we are here to help.
Return & Exchange Requests: If you receive a damaged, incorrect, or incomplete order, please contact us within 24 hours of delivery with the following details:
- Order number
- Reason for complaint
- Clear images of received products
- Preferred resolution (replacement or exchange)
Email: alhilaltraders.pk@gmail.com
Phone / WhatsApp: +92 335 2880493
Eligible Cases for Replacement:
- Wrong item delivered
- Damaged product received
- Missing items in order
- Product not matching order details
Non-Returnable Items:
- Opened or used products
- Products damaged after delivery
- Change of mind after delivery
Refund Process: If approved, refunds will be processed via the original payment method or mutually agreed alternative. Processing time may vary depending on the bank or payment method.
We value your trust and aim to provide a smooth shopping experience with premium quality products and reliable service.
Shipment and Delivery Policies
Product delivery: During any product delivery made by Al Hilal Traders, if the client is not available at the provided address, the product will not be delivered elsewhere. The customer will be fully responsible for providing an accurate delivery address.
We may not be able to provide receiver name or proof of delivery (POD) for orders delivered to locations such as weddings, funerals, hotels, hostels, or hospitals. No refund or non-delivery claims will be accepted in such cases.
Explanation: In hospitals, hotels, or hostels, deliveries are usually handed over at reception and not directly to individuals. In such cases, POD signatures may not be available. For funerals, we avoid disturbing grieving families for signatures. For wedding halls, delivery confirmation may not be possible if recipients are unavailable or unable to sign due to being busy.
Governing law & jurisdiction: These Website Terms are governed by the laws of the country of delivery. Any disputes shall fall under the exclusive jurisdiction of the courts in the respective delivery country.
License: Al Hilal Traders grants limited permission to view and use this website for personal, non-commercial purposes only. Content may not be copied, modified, distributed, or reused without written permission. Automated scraping, deep-linking, or unauthorized use is strictly prohibited. All rights not expressly granted are reserved.
Intellectual property rights: All website content including text, graphics, logos, designs, images, and software are owned by or licensed to Al Hilal Traders and are protected by copyright laws. Trademarks and branding may not be used without prior written permission. Unauthorized copying, reproduction, or distribution is strictly prohibited.
Users are granted a limited license to access and use content for personal use only. All copyright notices must remain intact. Any attempt to bypass security features or misuse content is strictly forbidden.
Shipping & Delivery Policy
1. Order Availability: All orders depend on product availability. If an item is unavailable after ordering, you will be informed and refunded via your original payment method. Orders may be shipped in multiple parts due to stock or special requirements.
2. Order Changes & Multiple Shipments: Any changes after payment (such as exchanges or stock adjustments) may result in multiple shipments and separate transaction entries.
3. Delivery Time: Delivery time is estimated after confirmation. Orders are usually delivered within 4–5 hours within 10 km of our outlet, but timing may vary depending on location and demand.
4. Delivery Instructions: Customers can provide special instructions at checkout to ensure smooth delivery.
5. Delivery Charges (Pakistan):
Standard Delivery (2–3 Working Days): Rs. 300
Charges may vary depending on location, city, or parcel weight.
6. Damaged Products: If your order arrives damaged, contact support within 24 hours with product images for assistance.
7. Tracking & Support:
Email: alhilaltraders.pk@gmail.com
Phone / WhatsApp: +92 335 2880493