Terms & Conditions

Terms & Conditions

Our online Privacy Policy which sets out how we use and protect information you give us when you use our website is in line with Government’s General Data Protection Regulations. Should we ask you to provide certain information by which you can be identified when using our website; be rest assured that it will be used only in accordance with this privacy statement. We may change this policy without prior notice by updating this page specially if an amendment occurs to the GDPR policy. We encourage all users to check this page to ensure you are happy with any changes and to remain updated with current terms and regulations.

We may collect and process the following classes of data and information about you:

Information you give us

This is information about you that you provide to us on our site (when making purchases, subscribing to our newsletter, subscribing to be kept up to date, reporting a problem, writing a review, sending us correspondence or any details you provide when registering to use our site). This information includes your name (first and last name), address, phone number, e-mail address, financial and credit card information when opted, order details and other information that you provide to us online.

Information we collect about you

We collect information automatically about your visit during your time on our website referred to as "cookies" more information available at our Cookies Policy. The information collected allows us to deliver you with a positive user experience when you browse our site. Also, it helps us identify areas of improvements.

Transactional information

Our website collects details of transactions you have made online; however, we do not collect, process or store or hold any credit or debit card information. All Payment Processing is done by our bank and secure payment gateway provider WorldPay

What we do with your information

Information we collect is important to us as it allows us to better understand your needs and in turn provide you with a better service. Your information is used in a variety of means including:

• To carry out our obligations arising from any contracts entered into between you and us and to provide you with information, products or services that you request from us.
• To process purchases, refunds, exchanges and other transactions.
• To provide you with information about other goods and services.
• To allow you to participate in interactive features of our service, when you opt to.
• To notify you about changes to our service(s).
• To analyse for fraud protection and credit risk.
• To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes.
• To keep our site safe and secure.
• To improve our site to ensure that content is presented in the most effective manner for you and for your computer.
• To make suggestions and recommendations to you and other users of our site about goods or services that may be of interest to you.

Analytics

Our website uses Google Analytics to collect information about how visitors use our website. We anonymize all data at the point of collection and automatically delete user and event data that is older than twelve months.

Sharing of information

We do not share, sell, lend or lease any of the information that uniquely identify a subscriber (such as email addresses or personal details) with anyone except to the extent it is necessary to process transactions or provide services that you have requested. In order to fulfil your order, process your payment details and to provide you with services, we may share your personal information with our trusted service providers including but not limited to payment gateway provider, delivery partners, analytics & search engine providers and credit reference agencies.

How we store your personal data

All information provided is stored on our secure servers and we take realistic steps to protect your information in accordance with this privacy policy. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of any data transmitted to the website; and any such transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Links to other websites

It is quite possible that our website will include links to other websites of interest. Once you have used these links and leave our website, it is important to note that we not have any control over that website or its policies. We therefore cannot be held responsible for the protection and privacy of any information which you may provide to those websites. Any third-party website included as a link on our website is not governed in any way by this privacy policy.

• The right to be informed about the collection and use of your personal information;
• The right of access to your information to verify the legality of our use of it;
• The right to request that inaccurate or incomplete information about you is rectified;
• The right to request the deletion or removal of your information where there is no further reason for us to use it (such as you have withdrawn your consent);
• The right to restrict the use of your information;
• The right to obtain and reuse the information that we have about you for your own purposes;
• The right to object to certain uses (such as for marketing purposes); and
• The right not to be subject to a decision that has a legal effect on you that has been based on an automated decision.

If you have an enquiry or concern about our privacy & cookie policy, please contact us at alfalah@bd8.co.uk.co.uk.

Terms of service

At our website, we aim to give you a seamless online shopping experience. Please ensure that you have read the following terms and conditions prior to using / ordering at our website. These sets out what you can expect from us and the terms on which you agree to be bounded by as and when you place your order.

1. BECOMING A CUSTOMER

1. To place an order with us, you must be over 18 years of age, require delivery in our coverage area and have a credit or debit card acceptable to us in your name.
2. We reserve the right to decline any order or to suspend your Account with us at our discretion.
3. Our Terms and Conditions will apply when you browse or place an order.
4. If an ordered product is out of stock, a closely matching alternative product will be provided for the same cost unless the customer specifies they do not wish to receive an alternative product. This instruction can be provided by the customer on the cart page in the section titled Order Instruction. If an alternative item is available, its allergy information may be different so please also state any allergies in the Order Instructions tab. If no alternative can be found or if a lesser-value alternative is provided, the customer can either accept credit in the form of a discount voucher code for the equivalent amount redeemable against any future order (within 12 months from the date of issue) or a refund to the original payment card.

2. YOUR ACCOUNT

1. If you wish, you may set up an online account with us to make each visit to our website easier. If you do this, you will be given a username and password to use each time you place an order with us.
2. You are responsible for all activity on your account. You should ensure that your username and password are known only to you and that access to your computer is restricted to prevent any unauthorised use of your account. You must inform us immediately if you believe your password has become known to anybody else or has been or may be used in an unauthorised manner.
3. Please ensure that the information you provide us with is correct and up to date and notify us as soon as possible of any changes.
4. Please ensure that you have read our statement on our privacy policy.
5. We store your personal information as long as you remain registered customer on the website

3. CONTRACT

1. This website is operated by Al-Falah Supermarkets Ltd, 150-168 Manningham Lane, Bradford, West Yorkshire, BD8 7DT, United Kingdom. Company registration: 05853453. Once you have placed an online order a confirmation will be automatically emailed to the email address you have provided. This email will list all products you have ordered and the prices; a further email will be sent to reconfirm and provide you with delivery details. This is not an acceptance by us. A legally binding contract will only arise once we have completed delivery of the goods to you.
2. If you have entered an incorrect email address and receive no email purchase confirmation and/or any other details are incorrect then the onus is on you to contact us to amend your details and we can not be held responsible for the entering of incorrect information or your email service provider spam filtration.

4. AMENDING OR CANCELLING THE CONTRACT

1. As we dispatch your item the same day or next day dependent on when you place your order, we give our customers a 1 hour window from the time you’ve placed your order to either amend or cancel your order.
2. Should you wish to cancel your order after the cut off time but prior to delivery, we may charge you in full for an amount equal to the value of your order, including any delivery costs.
3. Any cancellation must be sent to us by email to: alfalah@bd8.co.uk within the 1 hour cut-off period with your order number and delivery address.
4. Where you order goods that are unavailable for any reason, we shall notify you and we will either send a replacement product with your order, or organise a full refund or a voucher

5. PRICES, PROMOTIONS AND DELIVERY CHARGES

1. The price of the goods will be as quoted on the website at the time you confirm your order by clicking “Checkout” and will be inclusive of VAT (if applicable) or any other tax and maybe subject to delivery terms set by delivery company.

Discounts & Promotions:

• Promotions: Online offers are only valid if purchasing online; promotions are automatically applied at checkout and some promotions are for collection only, such item prices may change on ‘checkout’ if opted for delivery.
• Vouchers: Vouchers can be redeemed at checkout before the expiry date.
• Discounts: Discounts are automatically applied if price break is set on certain quantity, when such quantity is purchased.

6. DELIVERY - Currently we are only offering Click & Collect Service

1. You may visit our partner’s websites for delivery services; website links can be found on our homepage.
2. Shipping rates: please refer to our Shipping Policy.
3. We will always aim to deliver your order within the stated time frame given to you when placing your order.
4. If your order contains items that are perishable, the responsibility lies with the customer to ensure that the parcel is accepted on the day of delivery. If an attempt was made to deliver and failed due to no household being present at the primary delivery address or if you re-arrange delivery of your goods with the courier then the responsibility and liability for the delay and or loss of goods lies with the customer, in this respect no claim can be made against AlFalah Supermarkets Ltd.
5. If no household is available at the primary delivery address (nominated by you at the time you place your order) to take delivery of the order, we will leave notification of where the item is available for you to collect from (e.g: neighbour or a suitable drop-off point). Failing that, your parcel will be returned back to us and the customer will have to arrange pick-up of their goods.
6. Our deliveries are made with “signature required”. In the event that nobody is available to take delivery of your order at your primary delivery address or you ask us to leave your goods unattended at a secure place, we expressly disclaims all liability that may arise in consequence of the delivery being left unattended, including, without limitation, theft, tampering or contamination, however caused.
7. If your delivery is refused or not accepted at a recipient's address, we can not take responsibility for this and can not offer a free replacement nor redelivery.
8. When delivering to mainland Scotland, a surcharge of £1 will apply for up to 20Kg and 34p per Kg thereafter. If your primary delivery address is in The Highlands, Islands of Scotland (postcodes IV, HS, KA27-28, KW, PA20-49, PA60- 78, PH17-26, PH30-44, PH49-50, ZE), Northern Island, Isle of Man & Isles of Scilly (postcodes BT, IM, TR21-25) then please contact us directly as these addresses are subject to a surcharge upon delivery. Unfortunately we are unable to deliver to the Channel Islands.
9. On deliveries of 2 or more parcels there may be an additional courier charge per additional parcel.
10. Events outside of our control, for example, extreme weather conditions, may occasionally mean we are unable to deliver your goods at the time agreed. In these circumstances, we will contact you as early as possible to rearrange the delivery time. In such an event, our liability to you shall be limited to the price of the goods ordered and the cost of delivery.

7. IF YOU ARE DISSATISFIED

1. We are committed to offering you the very best service and the very best produce and we guarantee the quality of all goods and produce you order from us. You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly.
2. Complaints in respect of service will be reviewed by our customer services team and we promise to respond to you within 1 working day whenever possible.
3. Complaints in respect of the quality of the goods you receive will be forwarded to our Operations Director for review. Please therefore retain produce for review, and we promise to respond to you within 1 working day whenever possible with our findings.
4. Unfortunately, as some of our products are perishable we are unable to accept the return of some produce delivered to you. However, if the goods you have ordered do not meet your reasonable satisfaction, we may, in our absolute discretion, send you an online voucher code redeemable only on this website to compensate for the items that had not met your expectations within 3 working days of a complaint being received.
5. In line with our alternative products policy as stated within the terms of service, if an ordered product is out of stock, a closely matching alternative product will be provided for the same cost. If you are unhappy with the alternative product received, you may return the product to us in the same condition as when it was delivered for a credit or refund. Please note, in this instance Al-Falah will not be responsible for the return shipping costs and you will be responsible for arranging the return of the product.
6. You can also request the deletion of your account. Please see section 9 below.

8. WHAT WE WILL NOT BE LIABLE FOR

1. We will not be liable for any indirect or consequential loss or damage of loss of profits arising out of our supply or failure to supply the goods to you.
2. Nothing in this agreement shall in any way limit our liability for death or personal injury resulting from our breach of contract, tort or negligence nor limit any legal rights you have as a consumer.
3. Some of our products may contain traces of nuts and other allergens. We will ensure that the contents of each box are clearly listed on our website but it is your responsibility to ensure that you have read the information. If you require further information on allergens, please contact us.
4. 8.4 The goods are sold to you on the basis that you are a consumer therefore we will not be liable for any special losses that you might suffer using, distribution or reselling the goods as part of a business.
5. We shall not be liable for goods once they have been delivered to the address or secure place stated in your order.
6. Our packaging is designed to ensure our produce reaches you in perfect condition but it is your responsibility to ensure that all perishable goods are refrigerated as soon as possible upon receipt. Further, if you or a third party moves, transports or delivers the goods to any other address following our delivery, we shall not be liable for anything that that third party might do to the goods or any subsequent deterioration in the produce
7. Due to the nature of certain artisan products the minimum and maximum weight cannot always be guaranteed. We will not accept liability for under or over- weight products, the published price is the unit price. We will however always endeavour to meet weight expectations.
8. Please note that we will do our best to ensure that access to our website is uninterrupted and that transmission are error-free but, given the nature of the internet, this is not something that we are able to guarantee. There may be occasions where access is suspended or restricted so that we can undertake repairs, maintenance or improvements. We will keep such occasions to a minimum and endeavour to restore full access as soon as we can.
9. In the event of a refund the customer shall return the unopened item in its original packaging and will be liable for the cost of return. The amount refunded shall exclude the original shipping cost. The customer should allow up to 14 working days for the refund amount to reach the original payment method.

9. ACCOUNT DELETION

1. You can request suspension and/or deletion of your account anytime by emailing to alfalah@bd8.co.uk.
2. Your account and personal information will be deleted within 2 working days of the request being made. All order and payment history for the purpose of accounting shall remain with the company for mandatory period. Any backup data of your account will be permanently deleted from our system within 7 calendar days from the request being made.

10. INTELLECTUAL PROPERTY

1. With the exception of clause 4 below, all content included on the website, unless uploaded by users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of Al-Falah Supermarkets Ltd, our affiliates or other relevant third parties.
2. By continuing to use the website you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws.
3. You may not reproduce, copy, distribute, store or in any other fashion reuse material from the website unless otherwise indicated on the website or unless given express written permission to do so in advance.
4. All third party intellectual property, unless otherwise expressly indicated, including but not limited to, Copyright and Trademarks, in product images and descriptions belong to the manufacturers or distributors of such products as may be applicable.
5. You may not reproduce, copy, distribute, store or in any other fashion reuse such material unless otherwise indicated on the website or unless given express written permission to do so by the relevant manufacturer or supplier.
6. This website may contain links to other sites. Such websites are not under our control and we assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of the use of them. The inclusion of a link to another site on this website does not imply any endorsement of the sites themselves or of those in control of them.
7. Those wishing to place a link of this website on their site/s may do so without any prior notice/permission.

11. GENERAL

1. These terms and conditions set out the entire agreement between us. Any failure by us to enforce any of our rights under this Agreement shall not prejudice our entitlement to rely on any of our rights in the future.
2. We shall not be liable for delays or failures to perform our obligations if that delay of failure arises from events beyond our reasonable control.
3. We reserve the right to change our website, policies and terms and conditions at any time but this shall not affect the terms and conditions prevailing at the time you make a purchase.
4. Whilst we take the utmost care to ensure that all product descriptions, images, information and prices are accurate, we do not accept any liability for any inaccuracies, errors or omissions. colour and shape may vary from those shown on the website.
5. This Agreement is governed by the laws of England and Wales and both parties hereby submit to the exclusive jurisdiction of the English courts.

Shipping policy (Delivery Service Not Active)

1. PRICE AND DELIVERY CHARGES

The price of the goods will be as quoted on the website at the time you confirm your order by clicking “Checkout” and will be inclusive of VAT (if applicable) or any other tax and, subject to the delivery charges in accordance with charges set by delivery service provider DPD for frozen / perishable goods and MYHERMES for ambient orders.

1. If you amend your order prior to the cut off time to increase the quantity of items already ordered, the price charged for the additional items will be the price quoted at the time you made the original order. If, however, you are adding new items to your order, the price charged will be the price quoted at the time you amend the order subject to any additional delivery charges maybe required.
2. We will debit the total cost of your order, including any delivery charge or packaging cost that may be applied, from your debit or credit card at the time you place your order.

2. DELIVERY – (Not Active)

1. We will always aim to deliver your order within the stated time frame given to you when placing your order.
2. If the order contains items that are perishable, the responsibility lies with the customer to ensure that the parcel is accepted on the day of delivery at first attempt. If an attempt was made to deliver and failed due to nobody being present at the primary delivery address or if you re-arrange delivery of your goods with the courier then the responsibility and liability for the delay and or loss of goods lies with the customer, in this respect no claim/s can be made.
3. If nobody is available at the primary delivery address (nominated by customer at the time of placing the order) to take delivery of the order, we will leave notification of where the item is available for you to collect from (e.g: neighbour or a suitable drop-off point). Failing that, your parcel will be returned back to us and the customer will have to arrange pick-up of their goods.
4. If your delivery is refused or not accepted at a recipient's address, we can not take responsibility for this and neither offer a replacement.
5. Our deliveries are made with “signature required”. In the event that nobody is available to take delivery of your order at your primary delivery address or you ask us to leave your goods unattended at a secure place, Al-Falah expressly disclaims all liability that may arise in consequence of the delivery being left unattended, including, without limitation, theft, tampering or contamination, however caused.
6. We deliver to mainland Scotland for a surcharge of £1 up to 20Kg and 34p per Kg thereafter. If your primary delivery address is in The Highlands, Islands of Scotland (postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE), Northern Island, Isle of Man & Isles of Scilly (postcodes BT, IM, TR21-25) then please contact us directly as these addresses are subject to a surcharge upon delivery. Unfortunately we are unable to deliver to the Channel Islands.
7. On deliveries of 2 or more parcels there may be an additional courier charge per additional parcel.
8. Events outside our control, for example, extreme weather conditions, may occasionally mean we are unable to deliver your goods at the time agreed. In these circumstances, we will contact you as early as possible to rearrange the delivery time. In such an event, our liability to you shall be limited to the price of the goods ordered and the cost of delivery.

3. IF YOU ARE DISSATISFIED

1. We are committed to offering you the very best service and the very best produce and we guarantee the quality of all goods and produce you order from us. You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly.
2. Complaints in respect of service will be reviewed by our customer services team and we promise to respond to you within 1 working day whenever possible.
3. Complaints in respect of the quality of the goods you receive will be forwarded to our supervisor and supplier/manufacturer for review. Please therefore retain produce for review, and we promise to respond to you within 1 working day whenever possible with our findings.
4. Unfortunately, as some of our products are perishable, we are unable to accept the return of some produce delivered to you such as fruits, vegetables, etc. However, if the goods you have ordered do not meet your reasonable satisfaction, we may, in our absolute discretion, send you a voucher code redeemable only on our website to compensate for the items that had not met your expectations within 3 working days of a complaint being received.
5. In line with our alternative products policy as stated within the terms of service, if an ordered product is out of stock, a closely matching alternative product will be provided for the same cost. If you are unhappy with the alternative product received, you may return the product to us in the same condition as when it was delivered for a credit or refund. Please note, in this instance Al-Falah will not be responsible for the return shipping costs and you will be responsible for arranging the return of the product.

4. WHAT WE WILL NOT BE LIABLE FOR

1. We will not be liable for any indirect or consequential loss or damage of loss of profits arising out of our supply or failure to supply the goods to you.
2. Nothing in this agreement shall in any way limit our liability for death or personal injury resulting from our breach of contract, tort or negligence nor limit any legal rights you have as a consumer.
3. Some of our products may contain traces of nuts and other allergens. We will ensure that picture of the contents of each product is clearly listed on our website but it is your responsibility to ensure that you have read the information. If you require further information on allergens, please contact us.
4. 8.4 The goods are sold to you on the basis that you are a consumer therefore we will not be liable for any additional losses that you might suffer using, distribution or reselling the goods as part of a business.
5. We shall not be liable for goods once they have been delivered to the address or secure place stated in your order.
6. Our packaging is designed to ensure our produce reaches you in perfect condition but it is your responsibility to ensure that all perishable goods are refrigerated as soon as possible upon receipt. Further, if you or a third party moves, transports or delivers the goods to any other address following our delivery, we shall not be liable for anything that the third party might do to the goods or any subsequent deterioration in the produce
7. Due to the nature of certain artisan products the minimum and maximum weight cannot always be guaranteed. We will not accept liability for under or over- weight products, the published price is the unit price. We will however always endeavour to meet weight expectations.
8. Please note that we will do our best to ensure that access to our website is uninterrupted and that transmission are error-free but, given the nature of the internet, this is not something that we are able to guarantee. There may be occasions where access is suspended or restricted so that we can undertake repairs, maintenance or improvements. We will keep such occasions to a minimum and endeavour to restore full access as soon as we can.
9. Request to cut any product such as long vegetables and fish shall be accommodated free of charge with the condition that this product cannot be returned back to us for any reason due to the amendments made to it.
10. In the event of a refund the customer shall return the unopened item in its original packaging and will be liable for the cost of return. The amount refunded shall exclude the original shipping cost. The customer should allow up to 14 working days for the refund amount to reach the original payment method.