This document consists of two parts: (a) the Terms of Use Agreement and (b) the Privacy Policy. It aims to ensure clarity and align with best practices in the Kingdom of Saudi Arabia, including the Saudi e-commerce law and the Personal Data Protection Law (PDPL). This policy does not affect your statutory rights as a consumer.
Last updated: November 9, 2025
First: User Agreement (Terms and Conditions)
1) Definitions
- Craft/Store: Our online platform including the website, app and any digital sales channels, and any physical store associated with the brand.
- Consumer/Customer: Any natural or legal person who buys our products or uses our services through the platform.
- Agreement: These terms and conditions and any references thereto.
2) Eligibility
- By using the platform, you acknowledge that you are 18 years of age or older and that you have the legal capacity to enter into a contract.
- If you are using the platform on behalf of an entity/company, you acknowledge that you have the necessary authorization.
3) Create an account and register
- You commit to providing accurate and up-to-date information, maintaining the confidentiality of login details, and notifying us immediately of any unauthorized use.
- You are responsible for all activities that take place through your account.
- Kraft reserves the right to suspend/cancel an account if it suspects a violation of the terms, the submission of inaccurate information, or misuse.
4) Guidelines for acceptable use
- The platform may not be used for any illegal activities or activities that violate public morals or the regulations in force in the Kingdom.
- Posting reviews or comments that contain abuse, misinformation, or prohibited material is not allowed. Kraft reserves the right to delete/block any offending content.
5) Orders, Prices, and Taxes
- Displaying products on the platform is an invitation to contract and not a binding acceptance; the sale is concluded upon confirmation of the order.
- Prices, fees and offers may change without prior notice, and final prices will be displayed at checkout.
- Value Added Tax/Government Fees may be added according to applicable regulations.
6) Shipping and Delivery
- Domestic (within Saudi Arabia): Cost varies depending on weight/destination. Estimated processing times are 2–7 business days, with a maximum of 10 business days.
- International (outside Saudi Arabia): Estimated delivery times 5–15 working days (may increase according to customs procedures and seasons).
- International customs duties and taxes, as well as any remote area or re-clearance fees, are the responsibility of the customer unless the reason for the return is a Kraft error or manufacturing defect (see Exchange and Return Policy).
- The customer is responsible for the accuracy of the address and contact numbers ; any delays/costs arising from an incorrect address are the customer's responsibility.
More details can be found in the updated exchange, return and shipping policy dated November 9, 2025.
7) Exchange and Return Policy (Reference Summary)
- Returns are accepted within 2 days , and exchanges are accepted within 3 days of receipt, subject to inspection and safe packaging.
- If the cause is a Kraft error/manufacturing defect: Kraft will bear the shipping cost (local and international).
- If the reason is the customer's wish: the customer bears the shipping + processing fees (30 riyals or 5%, whichever is higher).
- Full details are provided in the separate document (Exchange, Return and Shipping Policy) .
8) Payment and Refund
- Payment options are displayed on the payment page and may change.
- Refunds will be issued – when due – to the original payment method if possible or via bank transfer , after the products have been received and inspected in accordance with policy.
9) Intellectual Property and User Content
- All trademarks, names, images, designs, texts, and software are owned by or licensed to Kraft and are protected by regulations.
- The client grants us a non-exclusive license to use their reviews/comments for display and marketing purposes, with the right to modify them for linguistic/formatting reasons without distorting the meaning.
10) Electronic communications
- By agreeing to these terms, you agree to receive electronic notifications (email/messages/WhatsApp) regarding your orders, after-sales services, and offers (you can unsubscribe from marketing at any time - see privacy policy).
11) Disclaimer and Limitation of Liability
- Kraft makes reasonable care to provide the service “as is/as available” without any express or implied warranties beyond what is required by law.
- Within the limits permitted by the system, Kraft is not liable for indirect/consequential damages or loss of profits arising from the use of the platform.
12) Compensation
- You agree to indemnify Kraft for any claims/losses/costs arising out of your breach of these terms or your misuse of the platform, to the extent permitted by the system.
13) Force Majeure
- Kraft does not accept responsibility for delays/failures caused by reasons beyond its reasonable control (e.g., disasters, regulatory decisions, general breakdowns, customs operations…).
14) Termination/Suspension of Service
- Kraft may suspend or terminate access to the account/service without notice if the terms are violated or for security/legal reasons.
15) Applicable Law and Jurisdiction
- This agreement is subject to the regulations of the Kingdom of Saudi Arabia , and the competent judicial authority within the Kingdom shall have jurisdiction to resolve disputes.
16) General Provisions
- The Arabic language is the one adopted for interpretation, and it takes precedence over any translation.
- The invalidity of any clause does not affect the remaining clauses.
- Kraft reserves the right to update the terms , and continued use after publication constitutes acceptance of the modifications.
Second: Privacy Policy (Data Protection)
1) Purpose and scope
- This policy explains how we collect, use, share and protect the personal data of our customers and users of our platform, in accordance with the Personal Data Protection Law (PDPL) and related regulations in the Kingdom.
2) What data do we collect?
- Identity and contact information: Name, email address, mobile number, address, country/city.
- Order and payment details: Products ordered, amounts, order statuses, payment references (We do not normally retain sensitive card details—they are processed through the payment provider).
- Shipping details: tracking number, shipping company, delivery notes.
- Technical and usage data: Device/browser type, IP address, cookies, browsing preferences, site performance.
- Messaging and support: Conversation logs and email/WhatsApp messages, reviews and ratings.
3) Why do we use your data? (Processing principles)
- Contract execution: order processing, payment, shipping, after-sales service.
- Legitimate interest: improving the experience, fraud protection, statistics, testing and performance improvements.
- Regulatory compliance: accounting, taxes, and record keeping as required.
- Approval: Sending marketing offers and promotional messages (can be withdrawn at any time).
4) With whom do we share your data?
- Service providers : Shipping companies, payment gateways, IT, hosting, analytics and customer service providers.
- Regulatory parties: Government/regulatory bodies upon regulatory request.
- International data transfer: Data may be processed outside the Kingdom when using international providers, subject to appropriate controls and safeguards in accordance with PDPL.
5) Marketing and Communications
- We may send emails/text messages/WhatsApp messages about order updates, service, and offers.
- You can cancel your marketing subscription at any time via the cancellation link/contact us, while necessary messages regarding orders will continue to be sent.
6) Cookies
- We use cookies and similar technologies to improve performance, personalization, and analytics.
- You can control cookies from your browser settings, but this may affect some features.
7) Security and retention
- We implement reasonable technical and organizational measures to protect your data from unauthorized access or use.
- We retain the data for as long as necessary to achieve the stated purposes or as required by the system (e.g., billing and tax requirements), then we delete/destroy the data or securely anonymize it .
8) Your rights under the PDPL
- To view/access your data, correct it if it is inaccurate, update it , and request the deletion/destruction of what is unnecessary.
- Objection/restriction of processing in cases stipulated by law.
- Withdrawal of marketing consent at any time without affecting the legality of prior withdrawal processing.
- Submit a complaint to the competent authority (SDAIA) if you believe that the processing of your data violated the regulations.
We may need to verify your identity before processing rights requests to protect your privacy.
9) Minors
- Our services are not intended for those under 18 years of age . Parental consent is required as per regulations.
10) External links
- The platform may contain links to third-party websites/services. We are not responsible for their policies; you are advised to review them independently.
11) Privacy Policy Updates
- We may update this policy; we will indicate the date of the last update at the top. Your continued use of the platform after posting constitutes acceptance of the updates.
12) Communication regarding privacy
- For inquiries or to exercise your data protection rights:
- Customer support/WhatsApp: ( Click here )
Important reminder
- For detailed return/exchange and shipping procedures, please refer to our Return, Exchange and Shipping Policy document.
