Business Policies
These policies outline our terms, delivery procedures, refund guidelines, wholesale process, customer service commitments, and privacy practices.
Terms & Conditions
General
- These terms apply to all retail and wholesale customers.
- NAEMA FOODSTUFF EST is a legally registered establishment in Kuwait (CR No. 42567) under the Ministry of Commerce and Industry.
- Terms may be updated periodically and published on our website.
- Customers must be at least 18 years old or have parental consent.
Products
- We offer premium dates, dry fruits, nuts, and related products.
- Products are sourced and stored in compliance with Kuwait's Public Authority for Food and Nutrition (PAFN) standards.
- Product images are for illustration purposes only.
- Product availability may change without notice.
Pricing & Payment
- All prices are displayed in Kuwaiti Dinar (KWD).
- Prices may change without prior notice. Orders are charged at the price displayed at time of checkout.
- Accepted payment methods include KNET, Visa, Mastercard, and Apple Pay through our secure Tap Payments gateway.
- Payment information is processed securely and is not stored by NAEMA FOODSTUFF EST.
Order Confirmation
- After placing an order you will receive a confirmation email to the address provided.
- NAEMA FOODSTUFF EST reserves the right to cancel any order due to stock unavailability, pricing errors, or suspected fraud.
- If your order is cancelled, a full refund will be issued within 3–5 business days.
Refund & Return Policy
Retail Orders
- Returns are not accepted on delivered food products due to their perishable nature.
- Damaged or incorrect products must be reported within 24 hours of delivery.
- We will offer an exchange for the same product at no additional cost.
- To request an exchange, contact us via WhatsApp (+965 9804 3912) with your order number and a clear photo of the issue.
- Eligible products may be exchanged subject to availability.
No cash refunds are issued for retail orders unless the product is confirmed damaged or incorrect by our team.
Wholesale Orders
- Sample approval is required before wholesale order processing.
- The buyer must inspect and formally approve the sample before the full order is processed.
- Returns are only accepted when delivered products differ from the approved sample.
- Returns are NOT accepted if the delivered product matches the approved sample.
- Claims must be submitted within 48 hours of delivery with supporting evidence (photos/videos).
Wholesale returns are only accepted when there is a verified quality difference from the approved sample.
Delivery Policy
Retail Delivery
- Retail orders are generally delivered within 24 hours of order confirmation.
- Delivery is available across Kuwait every day except Fridays, national holidays, and Eid holidays.
- You will receive a notification when your order is out for delivery.
- Failed deliveries may be re-attempted once.
- Orders placed on Thursday after working hours will be delivered on Saturday.
Wholesale Delivery
- Delivery schedules are agreed during order confirmation.
- Sample delivery is arranged separately before bulk processing.
- Large orders may require additional lead time — our team will communicate this clearly.
Wholesale Policy
NAEMA FOODSTUFF EST welcomes wholesale partnerships. Our process ensures full transparency and quality assurance for every order.
| Step | Process |
|---|---|
| 1 | Wholesale buyer contacts NAEMA FOODSTUFF EST to express interest. |
| 2 | NAEMA FOODSTUFF EST provides a sample product for quality inspection. |
| 3 | Buyer inspects and formally approves the sample. |
| 4 | Wholesale order is placed and payment confirmed. |
| 5 | Order is fulfilled and delivered as agreed. |
| 6 | Buyer confirms receipt — any quality issues raised within 48 hours. |
Customer Service Policy
+965 9804 3912
Response within 2 hours
support@naema.com
Response within 24 hours
Phone
+965 9804 3912
During working hours
Website
www.Naemafoodstuff.com
24/7 available
Working Hours
| Day | Hours | Delivery |
|---|---|---|
| Sunday – Thursday | 9:00 AM – 5:00 PM | Yes — within 24 hours |
| Friday | Closed | No delivery |
| Saturday | 9:00 AM – 5:00 PM | Yes — within 24 hours |
| National Holidays | Closed | No delivery |
| Eid Holidays | Closed | No delivery |
Our Commitments
- Every enquiry is handled professionally and respectfully.
- We aim to resolve complaints within 2 business days.
- WhatsApp messages received outside working hours will be replied to on the next working day.
- Feedback is welcomed and helps improve our service.
- Unresolved issues may be escalated to management within 24 hours.
Privacy Policy
Information We Collect
- Name, email address, phone number and delivery address.
- Payment information — processed securely by Tap Payments. We do not store card details.
- Website usage information through cookies.
How Information Is Used
- To process and deliver orders.
- To send order confirmations and updates.
- To improve products and website performance.
- To provide customer support.
- We do NOT sell, rent, or share your personal data with third parties for marketing purposes.
Data Security
- All payments are processed through Tap Payments, a PCI-DSS compliant gateway.
- Personal information is accessible only to authorised staff.
- Customers may request deletion of personal information by contacting support@naema.com.
These policies are legally binding. By purchasing from NAEMA FOODSTUFF EST you agree to all terms stated above.
NAEMA FOODSTUFF EST · CR No. 42567 · Shuwaikh Industrial Area 3, Kuwait