5.1 Prohibited Uses of the Site

You must not use the andalusexpress.com site, including any community sections, for any of the following purposes:

• Trying to gain unauthorized access to any other computer systems or networks.
• Interfering with or disrupting another person’s use or enjoyment of the andalusexpress.com site.
• Disrupting or interfering with networks or websites connected to the andalusexpress.com site.
• Making, sending, or storing electronic copies of copyrighted material without the permission of the intellectual property owner.
• Sending or transmitting unsolicited material of a promotional nature, including advertising, junk mail, chain letters, or spam.
• Impersonating any other person or entity.
• Posting or referring to external website addresses or links that fall outside the andalusexpress.com site where such references are not allowed.
• Using the site to advertise products or services without our prior written consent.

5.2 andalusexpress.com reserves the right to refuse to publish any content or to remove any content that has already been posted on the andalusexpress.com site. If content you submit has been refused or removed, you must not attempt to repost, reupload, or otherwise reintroduce that content to the site.

5.3 Additional Limitations When Using the Services

When using or accessing the services provided by Andalus, you agree that you will not:

• a. Post, list, upload, or transmit any content that is blasphemous, defamatory, obscene, libelous, invasive of another person’s privacy, hateful, racist, ethnically offensive, disparaging, connected to money laundering or gambling, or unlawful in any way.
• b. Post, list, or upload items or content in any of the following restricted or prohibited categories (without limitation):
  • 1. Content or items that could be considered offensive on cultural or religious grounds.
  • 2. Content or items that may be inconsistent with local laws, Islamic law, or local customs, morals, values, ethics, and traditions.
  • 3. Content or items that could pose or be perceived as a risk to national security.
  • 4. Content or items that could be interpreted as promoting or supporting gambling activities.
  • 5. Securities and financial instruments of any type, including shares, bonds, and debentures.
  • 6. Any living or dead animals or any part of an animal that has been preserved or kept by any means, artificial or natural.
  • 7. Weapons or items resembling weapons of any kind.
  • 8. Alcoholic beverages, tobacco products, illegal drugs, psychotropic substances, narcotics, intoxicants of any kind, and medicines.
  • 9. Items that you know are defective, counterfeit, damaged, fraudulent, misleading, or that may harm another user’s health or interests through normal use.
  • 10. Vouchers or coupons that are non-transferable.
  • 11. Hazardous or restricted chemicals.
• c. Offer or post items that you do not have the legal right or authority to link to, list, or include.
• d. Offer or sell counterfeit or stolen goods.
• e. Violate or bypass any applicable laws, third-party rights, our policies, or any status or conditions attached to your account.
• f. Use our services if you do not meet the eligibility criteria, cannot form legally binding contracts, or if your access has been suspended or terminated.
• g. Fail to pay for items you have purchased unless you have a valid reason in accordance with our policies.
• h. Fail to deliver items that you have sold (where applicable), unless you have a legitimate reason in line with our policies.
• i. Use contact details obtained through the site to solicit further sales outside the andalusexpress.com platform or on other websites.
• j. Manipulate or attempt to manipulate the price of any item.
• k. Interfere with, disrupt, or attempt to undermine other users’ listings.
• l. Take any action that could damage, distort, or interfere with the feedback and rating systems on the site.
• m. Post content that is false, inaccurate, deceptive, misleading, defamatory, or similar in nature.
• n. Transfer or assign your account to another individual or entity without our prior written approval.
• o. Send or distribute spam, bulk or unsolicited electronic communications, or similar content.
• p. Upload or distribute viruses, malware, or other harmful technologies that could adversely affect our services or other users’ property or interests.
• q. Infringe any intellectual property rights, including, but not limited to copyrights, trademarks, patents, publicity rights, moral rights, database rights, or other rights that belong to or are licensed to Andalus; or any third-party intellectual property rights.
• r. Collect, harvest, or attempt to harvest information about users without their consent.
• s. Bypass, disable, or attempt to circumvent any technical security measures or access restrictions implemented on our services.

5.4 Your Responsibility for Losses

You agree to be responsible for any losses, costs, and reasonable expenses incurred by us, any damages awarded against us, and any amounts paid by us following a settlement that arises as a result of:

• any claim by a third party that your use of the andalusexpress.com site is defamatory, offensive, abusive, obscene, pornographic, unlawful, or in breach of any law, regulation, or code of practice; and
• any claim by a third party that your use of the andalusexpress.com site infringes that third party’s copyright or other intellectual property rights of any type.

5.5 License You Grant to Andalus:

We may, at our absolute discretion and without prejudice to our other rights and remedies, limit, suspend, or permanently revoke your access to our services, cancel one or more of your product orders, and/or remove any content that you have submitted, at any time and without liability to you, for reasons including, but not limited to, the following:

8.1 We reasonably believe that you have violated, breached, misused, or unethically manipulated any of the terms set out in these Terms of Use.

8.2 You use our platform or services for illegal or fraudulent purposes, in connection with any criminal activity, or in a manner that abuses our policies or rules.

8.3 We suspect you of inventory abuse or placing bulk orders. Without limitation, the following may be treated as inventory abuse or bulk-order activity:

• Ordering products that appear not to be for your own use but instead for commercial resale.
• Placing multiple orders for the same product to the same address, depending on the nature of the item or product category.
• Ordering large or excessive quantities of the same product.
• Providing invalid or incomplete address details when placing an order.
• Using any fraudulent method, trick, or manipulation to place orders.
• Placing any order that exploits a technical glitch, system error, or other loophole.

8.4 We also reserve the right to take action if we suspect that you are involved in fraudulent behavior or if you submit false, incomplete, or misleading claims or information. You may be considered to be acting fraudulently if, without limitation:

• you fail to respond to payment verification emails that we send;
• you do not provide sufficient documents or proof when asked to verify your payment details;
• you use credentials that do not belong to you;
• you provide invalid email addresses, telephone numbers, or physical addresses;
• you attempt to use or abuse the same voucher or discount code multiple times contrary to our policies;
• you return an incorrect, damaged, or substituted product in place of the original ordered item;
• you refuse to pay for an order upon delivery (where applicable);
• for cash-on-delivery orders, you attempt to pay with counterfeit currency or otherwise fraudulent payment;
• you harass, threaten, or abuse our delivery staff;
• you engage in other activities intended solely or primarily to cause financial loss, operational disruption, or reputational damage to Andalus;
• your rate of product returns or undelivered shipments is excessively high and the returned items are frequently missing, fake, or damaged; or
• you repeatedly request monetary compensation in circumstances suggesting abuse of our policies.

If your access to our platform or services is suspended or terminated for any reason, we may delete any content or data associated with your use of the services. We will not have any liability to you or any third party for such removal. However, we may retain transaction records or other information where required for tax, regulatory, or legal compliance. For clarity, any amounts that we have already received from you for a product order that is subsequently cancelled will be refunded to you in accordance with our refund policies.

21.1 Exchange/Returns Policy – Store Department

Sections included:

• Beverages – Cold, Juice, Drinks (long life)
• Water, Sugar
• Pet Care
• Grocery – Food
• Grocery – Non-food
• Health and Beauty
• Chilled and Dairy
• Roastery

• 21.1.1 Products returned within seven (7) days may be exchanged for items of equal value, provided that:
  • The goods have not been used.
  • The goods are not opened.
  • The customer presents the original POS invoice.
• 21.1.2 If a customer no longer wishes to keep an item and the product is unused and accompanied by a valid receipt, the item may either be exchanged or, if the customer insists, a credit note may be issued.
• 21.1.3 All returns, exchanges, credit notes, and exchange vouchers must be approved and signed by the manager on duty. The product’s details, including any relevant serial numbers, must also be verified. Perishable goods that are returned should be handled immediately.
• 21.1.4 If the product purchased has already passed its expiry date.
• 21.1.5 If a product is defective (subject to verification based on terms and conditions printed on the warranty invoice), Andalus may first attempt to repair it. If repair is not possible, the product will be exchanged for one of equivalent value.
• 21.1.6 When a product cannot be repaired or exchanged, an exchange voucher or credit note will be issued. The relevant store management has full discretion to determine whether a refund will be granted. Refunds, where allowed, will only be processed upon approval of the store management.
• 21.1.7 Where products are found to be spoiled at the time of purchase or are not of satisfactory quality, the customer service supervisor, in coordination with the manager on duty and the relevant section supervisor, may follow standard procedures for exchange, return, or refund.

21.2 Exclusions from Exchange/Return – Store

• 21.2.1 For hygiene reasons, no exchange, return, or refund will be provided on lingerie, cosmetics, perfumes, and personal grooming items such as shavers, trimmers, and epilators.
• 21.2.2 For frozen, chilled, and dairy products where temperature variations can affect quality, no exchange, return, or refund will be offered once the products have been sold and removed from the store, even if the purchase was made earlier on the same day.
• 21.2.3 Items that are damaged due to customer use or physical mishandling are not eligible for repair, exchange, or refund.

21.3 Exchange/Returns Policy – Fresh Food Department

Sections included:

• Frozen food
• Fruits and vegetables
• Bakery
• Delicatessen
• In-house kitchen (ready-to-eat food)
• Meat
• Fish

• 21.3.1 As a general rule, fresh food items cannot be exchanged or returned once sold and taken out of the store.
• 21.3.2 Perishable goods are non-returnable and non-refundable, except where they are found to be spoiled at the time of purchase, in which case an exchange may be permitted.
• 21.3.3 If a customer purchases the wrong fresh product and returns it immediately after purchase, an exchange note may be issued. Items that are discovered to be past their expiry date are eligible for exchange.
• 21.3.4 If a product does not meet the quality expectations of the customer, it may be returned on the same day of purchase with the original receipt or invoice, and an exchange note may be issued.
• 21.3.5 In cases where the customer insists on a refund, the customer service supervisor may consult the relevant section supervisor or manager on duty for further guidance.
• 21.3.6 Fresh items that are returned must not be mixed back into the regular stock and should be disposed of immediately in accordance with store procedures.
• 21.3.7 Exchange vouchers, credit notes, or refunds can be used as a last resort to retain the customer and prevent churn.
• 21.3.8 All returns, exchanges, and issuance of exchange vouchers or credit notes must be approved and signed by the manager on duty.

21.4 Exchange/Returns Policy – Department Store

Sections included:

• IT products
• Stationery
• Household
• Electronics / Home Appliances
• Textiles
• Home Furnishing
• Footwear
• Luggage
• Jewellery, ladies bags and accessories
• Toys and sports
• Telecom (recharge coupons and SIM cards)

Procedures:

• 21.4.1 Products returned within seven (7) days may be exchanged for items of equivalent value, provided that:
  • They have not been used.
  • They remain unopened.
  • The original POS invoice is presented, with any serial numbers matched and verified where applicable.
• 21.4.2 Returned items must be in their original condition and packaging. They must be unworn, unwashed, unused, unaltered, free from damage or stains, and suitable for resale.
• 21.4.3 The condition of the returned product must be such that it can reasonably be offered for resale.
• 21.4.4 Products that have been ordered and invoiced but not delivered may be accepted for exchange, return, or refund.
• 21.4.5 If a customer opens a delivered package and finds that the product inside is damaged, the product is eligible for exchange, return, or refund.
• 21.4.6 All exchanges, returns, and issuance of exchange vouchers or credit notes must be authorized and signed by the manager on duty.
• 21.4.7 If the product does not last for a reasonable period or a complaint is raised within a reasonable time-frame, and the item is deemed not in a reasonable condition, it may be considered for exchange, return, or refund.
• 21.4.8 If the wrong item is purchased by the customer or mistakenly sold by Andalus staff, it may be accepted for exchange, return, or refund in accordance with store policy.
• 21.4.9 For items from textiles, toys, sports, footwear, home furnishing, and luggage, exchange may be permitted in cases of manufacturing defects.
• 21.4.10 For IT, home appliances, and electronics products that are not functioning correctly or have manufacturing defects, the item will generally be sent for repair in the first instance.
• 21.4.11 If such items cannot be repaired, they will be exchanged for items of equal value.
• 21.4.12 Where products cannot be repaired or exchanged, an exchange voucher or credit note will be issued. The store management has sole discretion to decide whether to provide a refund instead.
• 21.4.13 Refunds will only be provided upon the approval of the relevant store management.
• 21.4.14 After-sales service for products such as luggage, appliances, electronics, IT, and imaging products is provided by authorized service centers of the manufacturers and will be governed by the relevant manufacturer warranty terms and conditions.

Exclusion from Exchange/Return – Department Store

• 21.4.15 Service warranties are only valid for mobile phones and mobile phone accessories unless otherwise stated.
• 21.4.16 Exchange or return of mobile phones is only possible during the warranty period and provided that the handset has not been damaged due to misuse. In such cases, the device may first be sent for technical evaluation or repair.
• 21.4.17 For all questions or issues related to exchange or return of mobile phones and accessories, the customer should consult the staff at the mobile section or the after-sales service counter. Their advice is mandatory before any exchange or return is processed.
• 21.4.18 Store management has full discretion to issue an exchange voucher, credit note, or refund in order to resolve customer complaints and retain goodwill. Refunds should only be provided as a last resort and must be specifically approved by store management.
• 21.4.19 For hygiene reasons, no exchange, return, or refund will be offered for innerwear/underwear, lingerie, swimwear, earrings, body jewellery, perfumes, or personal grooming items such as shavers, trimmers, and epilators once they have been used.
• 21.4.20 Products that suffer damage as a result of customer use do not qualify for repair, exchange, or refund.
• 21.4.21 Books, magazines, CDs, office software, and DVDs are non-returnable and non-exchangeable once sold and removed from the store.
• 21.4.22 Garments that have been altered or tailored to the customer’s specifications are not eligible for exchange or refund.

21.5 Issuing an Exchange Voucher / Credit Note

• 21.5.1 Andalus may issue a time-limited exchange voucher or credit note to the customer, equal in value to the product as stated in the original proof of purchase (invoice).
• 21.5.2 Products that are spoiled or damaged within the warranty period but cannot be serviced may be handled through an exchange voucher or credit note, in line with store policy.
• 21.5.3 An exchange voucher or credit note may also be issued when products do not meet the customer’s specifications, the customer wishes to return them, and the products are still in their original packaging.

21.6 Procedures for Issuing an Exchange Voucher / Credit Note

• 21.6.1 To process returns and issue an exchange voucher or credit note, the customer must present the original invoice at the customer service desk.
• 21.6.2 In the normal course of returns, an exchange voucher or customer tax credit note may be issued with the approval of the Section Supervisor, the Customer Service Manager, and the Manager on duty.
  
  If a product is returned more than seven (7) days after purchase, special consideration is required and the General Manager must be informed. Where returns occur after seven (7) days, additional internal checks may apply.
  
  In urgent cases where the Manager on duty is not available and the section staff agrees to accept the return, the customer service team may issue an exchange voucher or credit note after informing the General Manager. The next Manager on duty must verify the exchange deposit and physically inspect the returned product along with the Section Supervisor.
  
  The Customer Tax Credit Note must include:
  • 1. the customer’s name and mobile number; and
  • 2. the names and signatures of the Section staff or Section Supervisor, the Customer Service Manager, and the Duty Manager.
  Approval should be given at the time of the customer’s return, not at the end of the day. The approved Customer Tax Credit Note should be kept at the customer service desk and handed over to the Cash Office at the end of the trading day.
  
  The Cash Office Accountant must verify that all Customer Tax Credit Notes bear the required approvals from all three approvers.
• 21.6.3 Once an exchange voucher or tax credit note is issued, it can be redeemed within the validity period stated on it, and only at the store that issued it.
  
  To complete the exchange or return process, the customer relations supervisor should:
  • Select the relevant item on the original bill.
  • Mark the returned item on the bill.
  • Scan the barcode of the receipt or manually enter the store number, POS number, and receipt number into the POS system.
  The system will then retrieve the original transaction. The supervisor must select the item being returned, access the “return” function on the POS, input the correct amount, and ensure the amount is shown as negative. The supervisor then scans the exchange deposit code and presses “total” to issue the exchange voucher or credit note.
  
  The supervisor must mark the returned item on both the original receipt and the exchange deposit receipt. No cash refund will be made in respect of exchange vouchers or credit notes once issued.
  
  When signing an exchange voucher or credit note, the customer service supervisor must clearly write the name of the approving manager or person on the document.

29.1 Using E-Coupons

• This clause (the “E-Coupon Terms and Conditions”) applies specifically to electronic coupons issued by andalusexpress.com (“E-Coupons”), in addition to the rest of these Terms and Conditions.
• E-Coupons may be used only on the andalusexpress.com site and are subject to these Terms and Conditions and any additional conditions provided when the E-Coupon is issued. E-Coupons cannot be redeemed on any other website owned or operated by Andalus Express LLC, nor at any physical Andalus store (for example, they cannot be used for purchases in Andalus outlets).
• To redeem an E-Coupon, you must enter its code during the online checkout process at the appropriate field. We may ask you to provide proof that you are entitled to use the E-Coupon.
• By using an E-Coupon, you acknowledge and agree to be bound by these E-Coupon Terms and Conditions.
• andalusexpress.com reserves the right to cancel or withdraw any E-Coupon at any time and for any reason.

29.2 Distribution of E-Coupons

• E-Coupons are the property of andalusexpress.com at all times.
• The right to use an E-Coupon is granted to the original recipient only and cannot be transferred. You may not copy, reproduce, distribute, publish, or make available an E-Coupon in any form for use by anyone other than the original recipient, nor may you store E-Coupons in any retrieval system without the prior written permission of andalusexpress.com.
• E-Coupons circulated or shared without our written consent, including on internet forums or message boards, are invalid and may be refused or cancelled by andalusexpress.com.

29.3 Permitted Usage of E-Coupons

Unless we expressly state otherwise at the time of issuing a particular E-Coupon:

• Each E-Coupon may be used only once by the recipient.
• Only one E-Coupon may be used per customer or household, as applicable.
• E-Coupons cannot be used in combination with other promotions, discounts, or E-Coupons.

E-Coupons cannot be exchanged for cash, and they cannot be used to purchase gift vouchers.

29.4 Excluded Goods and Services

• Some goods or services may be excluded from all E-Coupon promotions. From time to time, additional exclusions may be introduced. Any such exclusions will be communicated either when the E-Coupon is issued or on the andalusexpress.com site.
• E-Coupons may be limited to specific products or services, or certain products or services may be excluded from their use. Any such limitations or exclusions will be indicated when the E-Coupon is issued.
• Goods and services that are excluded from E-Coupon use will not count towards any qualifying thresholds and will not receive any discount from the E-Coupon.

29.5 Minimum Spend Requirements

• If an E-Coupon is subject to a minimum spend requirement, it may only be redeemed against qualifying products that meet or exceed that minimum threshold, as specified at the time of issue.
• Excluded products and additional charges such as shipping or delivery fees will not count towards any minimum spend requirement.

29.6 Calculation of Discount

• Where an online promotion states that a certain percentage discount applies, the applicable percentage will be deducted from the total price of the qualifying products.
• Delivery charges and other supplementary fees are not discounted unless explicitly stated in the offer.

29.7 Security and Fraud

• By using an E-Coupon, you confirm to andalusexpress.com that you are the rightful and authorized recipient and that you are using the E-Coupon in good faith.
• If we have grounds to believe that an E-Coupon is being used unlawfully, fraudulently, or contrary to these Terms, we may refuse to accept or may cancel that E-Coupon. In such cases, you agree that you will not hold us liable for any loss arising from such refusal or cancellation.
• If we reject an E-Coupon that you have submitted with your order, we will inform you before dispatch of the order, advise you of the correct total cost, and give you the option to proceed with or cancel the order.

29.8 Limitation of Liability (E-Coupons)

• Orders placed using E-Coupons will be processed and accepted by andalusexpress.com in the same way as other orders, as described in clause 15.
• andalusexpress.com shall not be responsible for any financial loss suffered by customers as a result of the refusal, withdrawal, or cancellation of any E-Coupon, or because of any failure or inability to use an E-Coupon for any reason.

29.9 Variation

We reserve the right to modify, suspend, or terminate any E-Coupon or E-Coupon promotion at any time and without prior notice.