Terms & Conditions

Including Privacy Policy • Refund Policy • Delivery Policy • Data Protection

Effective Date: May 2026 • Jurisdiction: State of Kuwait

1. Overview & Scope

These Terms & Conditions govern your use of the Grand Hyper website (‘Kw.grandhyper.com’), the Grand Hyper stores, the terms of any purchases you make via our website or stores, and your relationship with Grand Hyper (‘Grand Hyper’, ‘we’, ‘us’, ‘our’). References to ‘you’ / ‘your’ include all customers accessing or purchasing through our website or physical stores.

Grand Hyper is strongly committed to protecting the privacy of all persons using Kw.grandhyper.com and any personally identifiable information we may collect and/or use as part of our data collection process, or which you may choose to share with us.

These T&C apply to all transactions made on Kw.grandhyper.com and in Grand Hyper physical stores across Kuwait. By using our website or services, you agree to these T&C with immediate effect.

2. Registration & Account

2.1 Customer Registration

To register on Kw.grandhyper.com, you must be eighteen (18) years of age or over. You must ensure that all details provided during registration or at any other time are correct and complete.

We reserve the right to decline any registration without further explanation. We reserve the right to undertake such checks as are necessary to verify your identity. Once you have successfully completed registration, your registration shall continue for an indefinite period, subject to suspension or termination in accordance with Clause 9 of these T&C.

2.2 Password & Account Security

When you register, you will be asked to create a password. You must keep this password confidential and not share it with anyone. You are responsible for all activities and orders that occur under your account.

If you know or suspect that someone else knows your password, you must notify us immediately at customer-online@grandhyper.com. We may require you to change your password or suspend your account if we believe there is a likelihood of a security breach or misuse.

When using or accessing the services, you agree to:

• Provide true, accurate, current and complete information about yourself as required by us.
• Not disclose to any third party any user information provided to you.
• Cooperate with our requests for additional information with respect to your eligibility and usage of our services.

3. Privacy Policy & Data Protection

3.1 Data We Collect

We reserve the right to collect personally identifiable information including: name, address, telephone number, e-mail address, as well as demographic and profile data such as IP address, internet domain or browser type, referrer or user agent information, and information obtained through the use of cookies or other tracking methods (‘Personal Information’). All Personal Information is held on secure servers and treated as fully confidential.

3.2 Your Express Consent

BY CHOOSING TO ACCESS ‘Kw.GRANDHYPER.COM’, YOU ARE INDICATING YOUR EXPRESS CONSENT AND AGREEMENT TO THE COLLECTION, TRANSFER, PROCESSING, USE AND STORAGE — IN ACCORDANCE WITH THIS PRIVACY POLICY — OF ANY PERSONAL INFORMATION WHICH MAY BE OBTAINED FROM YOU. THIS MAY OCCUR INSIDE AND/OR OUTSIDE THE STATE OF KUWAIT OR THE GCC, IN JURISDICTIONS WHERE LEGAL PROTECTION MAY BE LESS STRINGENT.

By accessing or using Kw.grandhyper.com, you grant Grand Hyper a non-exclusive, worldwide, royalty-free, perpetual license to use your Personal Information for the purposes set out in this Privacy Policy. If you do not agree with any of the terms set out in this Privacy Policy, please do not access Kw.grandhyper.com, or contact us at customer-online@grandhyper.com or call +965 6064 5050.

3.3 How We Use Your Data

We will NOT sell your Personal Data to third parties. We do, however, share customer information with the following third parties, where necessary:

• Our group companies;
• Third-party databases to which Grand Hyper and/or one of our brands subscribes;
• Government bodies or other authorities, if necessary to comply with regulations or law, or to assist with law enforcement, or to protect our property and other rights;
• Agencies who help us collate statistics about site traffic, sales, demographics and other commercial information to enable us to tailor the services we provide to you and other customers.

By submitting your Personal Data through Kw.grandhyper.com, you agree to the transfer, storage and processing of such data outside of the GCC and European Economic Area.

3.4 Data Retention

We will retain your Personal Data for as long as it is legally required and to support the business purposes for which it was obtained. We will then dispose of it promptly and securely.

3.5 Cookies

Our website uses cookies to improve your browsing experience and to collect usage data. By continuing to use our website, you consent to the use of cookies in accordance with this Privacy Policy. You may disable cookies through your browser settings; however, doing so may affect the functionality of the website.

4. Intellectual Property

The content of Kw.grandhyper.com — including text, images, logos, product descriptions, and all other materials — is protected by copyright, trademarks, database rights, and other intellectual property rights. You may:

• Retrieve and display content on a computer screen for your own personal, non-commercial use;
• Print one copy of such content for personal, non-commercial use;
• Store content in electronic form on disk (but not on any server or storage device connected to a network).

You may not otherwise reproduce, modify, copy, distribute or use for commercial purposes any materials or content on Kw.grandhyper.com without our prior written permission. No licence is granted to use any trademark of Grand Hyper or its affiliated companies. By submitting any content or material to us, you grant Grand Hyper a perpetual, royalty-free, non-exclusive, worldwide licence to reproduce, modify, translate, make available, distribute and sublicense that material in whole or in part.

5. Acceptable Use & Limitations

You may not use Kw.grandhyper.com for any of the following purposes:

• Gaining unauthorized access to other computer systems;
• Interfering with any other person's usage or experience of the website;
• Disrupting networks or websites connected to Kw.grandhyper.com;
• Making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner;
• Transmitting junk mail, chain letters, spam, or any material containing advertising or promotion for goods and services without our consent;
• Impersonating another person;
• Posting or uploading content that is blasphemous, defamatory, obscene, hateful, or racially or ethnically objectionable;
• Posting content that may be considered culturally or religiously offensive, or contrary to Kuwait law or Islamic values and traditions;
• Posting content that may threaten national security;
• Listing items that are defective, fake, damaged, false or misleading;
• Distributing viruses or any other technologies that may harm our services or other users;
• Harvesting or collecting information about users without their consent.

We reserve the right to refuse to post material on Kw.grandhyper.com or to remove material already posted. You will be responsible for all losses, costs and expenses reasonably incurred by us as a result of any claim by any third party arising from your use of Kw.grandhyper.com in violation of these T&C or applicable law.

6. Product Descriptions & Pricing

We have taken care to describe and show products as accurately as possible. However, product images are for representation purposes only and may vary slightly from the actual product. Product descriptions and specifications are based on manufacturer catalogues and technical literature and are subject to change without prior notice.

Prices on Kw.grandhyper.com may sometimes differ from prices in Grand Hyper physical stores. You will be charged the price displayed on Kw.grandhyper.com at the time of your order. We are under no obligation to honour any in-store price or promotion in the event that it differs from the price on our website.

If, by mistake, we have under-priced a product, we will not be liable to supply that product at the stated price, provided that we notify you before we dispatch the product. In those circumstances, we will notify you of the correct price so you can decide whether or not you wish to proceed with the order. If you decide not to order the product, we will give you a full refund of any amount already paid.

All prices are in Kuwaiti Dinar (KWD) unless otherwise stated. The price of a product does not include the delivery charge, which will be displayed at checkout.

7. Availability & Quantity Limits

All products advertised are subject to availability or while stocks last. We will let you know if a product is out of stock. If for any reason beyond our reasonable control we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged for that product.

In the interests of all our customers, we may place restrictions on bulk buying. Grand Hyper reserves the right, at its sole discretion, to limit the quantity of items purchased per person or per household. Such limitations may apply to orders placed by the same account, the same payment card, and/or the same billing or shipping address.

8. Orders & Payments

8.1 Order Acceptance

Your order is an offer to buy from us. We will send you an order acknowledgement email detailing the products you have ordered. Nothing we do or say will constitute acceptance of your offer until we send you an email notifying you of the order acknowledgement. At that point, a contract will be formed between us. After the contract is formed, you cannot amend your order. At any point prior to the contract being formed, we may decline to supply a product. If we decline after you have paid, we will issue a full refund.

8.2 Payment

We accept payment by credit card, debit card, and other payment methods displayed at checkout. Payment is processed at the time of placing your order via our secure payment gateway (SSL encrypted). If we have to cancel the order after processing payment, the amount will be reversed back to your payment method. No cash disbursement shall be made under any condition. The online transaction charges will not be refunded in the event of order cancellation.

8.3 Cancelling Your Order

If you wish to cancel your order, please contact us at customer-online@grandhyper.com or call +965 6064 5050 as soon as possible. If the order has not yet been shipped, we will cancel it and refund you (excluding any transaction charges). We will not be able to cancel orders that have already been shipped. Grand Hyper's decision regarding whether an order has been shipped is final.

9. Delivery Policy

Delivery will be made to the address specified when you complete your order. We currently deliver within Kuwait only. International shipping is not available at this time.

Whilst we make considerable effort to deliver all products within 48 working hours of the date of your order, we shall not be liable if we fail to do so due to circumstances beyond our control. Deliveries to remote or semi-remote areas may take longer, depending on supplier schedules.

9.1 Before You Order — Please Check:

• The item will fit through your doors and into the space allocated in your home.
• If you live in an apartment, the lift is adequate to accommodate the item in size and weight.
• There is a clear path from the road to your front door.
• Any access difficulties are communicated to us in advance.

9.2 On the Day of Delivery:

• Ensure there is a clear path to your home.
• Cover floors to prevent scuffing.
• Remove delicate objects and fragile items from the delivery area.

10. Returns, Refunds & Exchanges

10.1 Online Refund Conditions

You are entitled to a refund in the following circumstances:

• Grand Hyper is unable to procure the product — a reasonable processing time of 7–10 business days from date of authorization will apply.
• The product is not working upon delivery.
• The product is lost during delivery.
• The product cannot be repaired.
• Refunds for products purchased under a promotional offer will be based on the promotional price.

Refund settlement will be effected once the bank processes the refund, which is typically at the next billing cycle from the date of application. No cash disbursement shall be made under any condition. Please keep all items with their complete original packaging intact when requesting a refund. No exchange or refund will be considered without original packaging and proof of purchase.

10.2 In-Store Returns — General Department (Non-Food)

• Goods returned within seven (7) days will be exchanged for items of the same value, provided the goods have not been used in any way, are unopened and in original condition, with the original proof of purchase.
• Goods returned must be in their original condition and packaging — unworn, unwashed, unused, unaltered, and in saleable condition.
• If a product is faulty, Grand Hyper will first attempt to repair it. If it cannot be repaired, the item will be exchanged for the same value.
• Where repair and exchange are not possible, an exchange voucher or credit note may be issued. Refunds are subject to store management approval only.
• All product exchanges, returns, exchange vouchers, and credit notes must be approved and signed by the Manager on Duty.

10.3 In-Store Returns — Supermarket / Grocery

• Goods may be exchanged within seven (7) days, provided they are unused, unopened, and returned with the original proof of purchase.
• If the customer does not wish to use an item and holds a valid receipt, an exchange or credit note may be issued.
• Products past their expiry date at the time of purchase may be exchanged.
• All returns require the approval of the Manager on Duty and the relevant Section Supervisor.

10.4 In-Store Returns — Fresh Food

• As a general rule, there is no exchange or return on fresh food items once sold and removed from the store.
• If a perishable item is spoilt at the time of purchase, an exchange may be provided.
• If a wrong product was purchased and returned immediately, an exchange note may be considered, supported by the original receipt.
• If a product is not of the expected quality, it may be returned the same day of purchase and an exchange note may be issued.

10.5 Exclusions from Returns & Exchanges

• For hygiene reasons: lingerie, cosmetics, perfumes, and personal grooming products (e.g. shavers, trimmers, epilators) once opened or used.
• Frozen foods, chilled and dairy products once sold and removed from the store.
• Products damaged during use (physical damage).
• Earrings, body jewellery, and swimwear for hygiene reasons.
• Books, CDs, DVDs, and software once opened.
• Garments or textiles once altered or tailored.
• Non-transferable vouchers, recharge coupons, and SIM cards once activated.

10.6 Exchange Vouchers & Credit Notes

Issuance of exchange vouchers or credit notes requires the approval and signature of the Section Supervisor, and Manager on Duty. Exchange vouchers and credit notes are redeemable within their stated validity period at the issuing store only. No cash refund will be provided on a voucher once issued.

11. Warranties & Representations

By using our services, you warrant, represent and undertake that:

• You will fully comply with all applicable laws, statutes and regulations, including all privacy laws and content regulations applicable in Kuwait.
• You have full power and authority to enter into these T&C and that doing so does not conflict with any other agreements to which you are a party.
• Any content you submit does not violate the rights of any third party, including Intellectual Property Rights.

The services are provided on an ‘as is’ basis without representations, warranties or conditions of any kind. We disclaim all warranties, whether express, implied or collateral, including warranties of merchantability, fitness for a particular purpose, or that the services are error-free or uninterrupted.

12. Liability & Indemnity

12.1 Matters Not Limited

Nothing in these T&C shall limit or exclude a party's liability for:

• Fraud, including fraudulent misrepresentation, perpetrated by that party;
• Death or personal injury caused by that party's negligence; or
• Any other liability that cannot be limited or excluded under applicable law.

12.2 Liability Cap

Subject to Clause 12.1, our total liability to you — whether in contract, tort, negligence, breach of statutory duty or otherwise — shall be limited to the lower of:

• The price the item sold for on our website and its original shipping cost;
• The amount of fees paid to us in the six (6) months prior to the action giving rise to the liability; or
• KWD 100 (equivalent).

12.3 Excluded Losses

We shall not be liable for any of the following (to the extent permitted by applicable law):

• Loss of profits, loss of data, or business interruption;
• Viruses or malicious software obtained by accessing or linking to our services;
• Bugs, errors or inaccuracies in our services;
• The content, actions, or inactions of third parties using our services;
• Delays or disruptions in our services caused by circumstances beyond our reasonable control;
• A suspension or other action taken by us with respect to your use of the services.

12.4 User Indemnity

You agree to indemnify and hold Grand Hyper, its parent company, subsidiaries, affiliates, directors, officers, agents, employees, suppliers, and licensors harmless from and against any losses, damages and expenses (including legal fees) arising out of or relating to:

• Any claims or demands made by any third party due to or arising out of your use of the services;
• Your violation of any provision of these T&C, including any warranties and representations;
• Your violation of any applicable laws, including data protection or anti-spam laws;
• The content you post or the items you list infringing the Intellectual Property Rights of any third party.

13. Suspension, Termination & Cancellation

We may, at our sole discretion and without liability to you, limit, suspend or permanently withdraw your access to our services for any reason including but not limited to:

• Breach or abuse of any term of these T&C;
• Use of our platform or services for any unlawful or fraudulent purpose;
• Suspected inventory abuse or bulk ordering (commercial resale, multiple orders of the same product at the same address, or any fraud used to place an order);
• Filing invalid or false claims, or providing false, incomplete or misleading information;
• Failure to reply to payment verification communications from us;
• Failure to produce adequate documents during payment verification;
• Misuse of credentials not belonging to you;
• Using an invalid address, email address or phone number;
• Attempting to overuse a voucher code;
• Returning a wrong or damaged product;
• Refusing to pay for an order or using counterfeit notes for a cash-on-delivery payment;
• Abusing or harassing delivery or store staff;
• A persistently high rate of returns where returned products are frequently missing, fake or damaged.

14. Third-Party Websites & Advertising

As a convenience, kw.grandhyper.com may include links to other websites or material. Grand Hyper is not responsible for any such websites or material, which are beyond our control. We make no representations as to the accuracy, currency or completeness of any information on third-party websites. Third-party advertisers and sponsors are responsible for ensuring that material submitted for inclusion on our website complies with relevant laws and codes.

15. Website Availability

Grand Hyper aims to offer a fault-free online service. However, if a fault occurs, please report it to us at customer-online@grandhyper.com and we will attempt to correct the fault as soon as reasonably practicable. We may occasionally restrict access to kw.grandhyper.com to allow for maintenance, repairs or the introduction of new facilities or services.

16. Force Majeure

Neither Grand Hyper nor you shall be responsible for any failure to perform obligations under these T&C where such failure is caused by circumstances beyond that party's reasonable control, including but not limited to acts of God, natural disasters, government actions, war, civil unrest, or disruption to utilities or telecommunications networks.

17. Transfer of Rights

You may not transfer, assign or subcontract any of your rights or obligations under these T&C to any third party without our prior written consent. Grand Hyper may transfer its rights and obligations under these T&C to another organization (for example, in connection with a merger, acquisition or reorganization) provided that your rights under these T&C are not materially adversely affected.

18. Amendments to Terms & Conditions

Grand Hyper reserves the right to amend these T&C at any time. Any changes will be communicated to you via email to your registered address or by way of an announcement on kw.grandhyper.com. Your continued use of Kw.grandhyper.com or our services following notification of any change constitutes your acceptance of the revised T&C.

19. Governing Law & Jurisdiction

These T&C and any dispute or claim arising out of or in connection with them shall first be addressed through mutual discussion between you and Grand Hyper. If no resolution is reached, this Agreement shall be governed by and construed in accordance with the laws of the State of Kuwait, and any disputes shall be subject to the exclusive jurisdiction of the courts of Kuwait.

20. Contact Us

© Grand Hyper. All rights reserved. Effective May 2026.