Effective Date: March 20, 2026

Delivery Information

At Al Hilal Center for Food Stuffs & Trading, we aim to provide reliable and efficient food supply delivery services to our customers, restaurants, and business clients across Qatar. This section explains how our delivery process works.

1. Delivery Coverage

We currently provide delivery services based on order type, product availability, and delivery area.

Delivery availability may vary depending on:

• Customer location
• Product category
• Order volume
• Delivery schedule
• Storage and handling requirements

For specific delivery coverage, customers may contact us directly before placing large or urgent orders.

2. Order Processing

Orders may be placed through:

• Website
• Phone
• WhatsApp
• Sales representatives
• Office confirmation

All orders are subject to:

• Stock availability
• Price confirmation where applicable
• Internal approval for bulk or business supply orders

3. Delivery Timing

Delivery timing depends on:

• Order confirmation time
• Product availability
• Delivery route planning
• Operational schedule
• Public holidays or exceptional conditions

While we aim to deliver within the expected timeframe, same-day or urgent delivery may not always be guaranteed unless specifically confirmed by our team.

4. Delivery of Frozen and Food Products

As a food trading and supply business, some products require proper handling, temperature control, and immediate receiving procedures.

Customers are requested to ensure that:

• Someone is available to receive the order
• Products are checked at the time of delivery
• Frozen and chilled items are transferred to suitable storage immediately after handover

Once goods are accepted in good condition, storage responsibility transfers to the customer.

5. Delivery Charges

Delivery charges, if applicable, may depend on:

• Delivery location
• Order size
• Special handling requirements
• Urgency of delivery

Any applicable delivery charges will be communicated during the order confirmation process.

6. Delays and Availability

Delivery may occasionally be affected by:

• Traffic conditions
• Weather conditions
• Vehicle issues
• High order volume
• Temporary stock shortages

If a delay or stock issue affects your order, our team will attempt to contact you using the details provided.

7. Partial Deliveries or Item Substitution

In some cases, certain items may become unavailable after order placement.

If this happens, Al Hilal may:

• Contact you for approval
• Deliver the available items first
• Suggest an alternative product where appropriate

No substitution will be finalized without operational confirmation where needed.

8. Receiving and Verification

Customers are encouraged to verify the following at the time of delivery:

• Product quantity
• Product condition
• Correct items supplied
• Packaging condition

Any issue should be reported immediately at the time of receiving or as soon as reasonably possible after delivery.

9. Failed Delivery

A delivery may be considered unsuccessful if:

• The customer is unavailable
• Delivery details are incomplete or incorrect
• Access to the delivery location is not possible
• The order is refused without valid reason after dispatch

In such cases, re-delivery may be subject to operational approval.

10. Contact for Delivery Support

For delivery-related questions or order coordination, please contact:

Al Hilal Center for Food Stuffs & Trading
Phone: +974-4017-1004
Email: info@hfqatar.com
Address: Doha, Zone 57, Industrial Area, 568th Street

Return & Refund Policy

At Al Hilal Center for Food Stuffs & Trading, we are committed to supplying quality food products and handling customer concerns fairly and professionally.

Due to the nature of food, frozen, and perishable products, returns and refunds are subject to the conditions below.

1. General Policy

Because many of our products are food-related, chilled, frozen, or handling-sensitive, not all items are eligible for return once delivered and accepted.

However, we will review genuine cases involving:

• Wrong item delivered
• Damaged goods
• Defective products
• Packaging issues
• Product quality concerns
• Expired or unsuitable goods, if applicable

2. Eligible Return or Complaint Cases

A return, replacement, or refund request may be considered if:

• You received the wrong product
• The product was delivered in damaged condition
• The item has a visible defect or quality issue
• Packaging was compromised at the time of delivery
• The delivered product does not reasonably match the confirmed order

3. Non-Returnable Items

For food safety and product handling reasons, we may not accept returns for products that:

• Were stored improperly after delivery
• Were opened, used, or partially consumed
• Were accepted in good condition and later mishandled
• Are frozen, chilled, or perishable items after delivery acceptance, unless a verified issue exists
• Are being returned for change of mind after confirmed supply

4. Complaint Timeframe

Customers should report any issue:

• Immediately at the time of delivery, or
• Within 24 hours of receiving the order, where the issue could not reasonably be identified on delivery

Delayed complaints may be harder to verify and may not be eligible for approval.

5. Evidence Required

To help us review your request, we may ask for:

• Invoice or order reference
• Product photos
• Packaging photos
• Batch or label details where relevant
• Brief description of the issue

6. Refund or Replacement Decision

Once the issue is reviewed, Al Hilal may, at its discretion:

• Replace the item
• Provide a credit adjustment
• Approve a partial or full refund
• Decline the request if the claim is unsupported or outside policy

7. Refund Timing

If a refund is approved, processing time may vary depending on the payment method used.

For cash or offline payments, the refund process may be handled through direct business coordination.

8. Bulk and Business Orders

For restaurants, resellers, and bulk buyers, return and refund handling may also depend on:

• Product category
• Quantity supplied
• Delivery condition
• Storage responsibility after receipt
• Pre-agreed supply terms

9. Policy Abuse

Al Hilal reserves the right to reject claims that are:

• False
• Repeated without basis
• Inconsistent with delivery records
• Related to improper customer-side storage or handling

10. Contact for Return or Refund Requests

To report an issue, please contact:

Al Hilal Center for Food Stuffs & Trading
Phone: +974-4017-1004
Email: info@hfqatar.com
Address: Doha, Zone 57, Industrial Area, 568th Street