1. Scope and acceptance
By using Hero Store Egypt, creating an account or submitting an order, you acknowledge that you have read and understood these Terms & Conditions and agree to follow them to the extent permitted by law.
“Hero Store”, “we”, “us” and “our” refer to the operator of herostore.com.eg. “User”, “customer”, “you” and “your” refer to a person accessing the website or purchasing through it.
2. Eligibility and customer accounts
The website must be used only for lawful purposes and the information you provide when registering or ordering must be accurate and complete. If you are below the age required to enter into contracts, use of the store should take place with appropriate parent or legal-guardian supervision.
You are responsible for protecting your login credentials and access to your account. Please report suspected unauthorized access promptly. Accounts may be restricted where they are reasonably believed to be used fraudulently, abusively or in breach of these terms.
3. Product information and allergies
We take reasonable steps to present accurate descriptions, images, ingredients, sizes, packaging, specifications and prices. Manufacturers may update labels, packaging, colors, ingredients or specifications, so the physical product can occasionally differ from its website image.
For food and nutrition products, always review the label on the product before consumption, particularly where allergies, dietary restrictions or medical considerations apply. Website information is not a substitute for professional medical, nutritional or healthcare advice.
4. Availability, pricing and errors
All products are subject to availability and adding an item to a cart does not reserve it. If an item becomes unavailable after an order is submitted, we may remove and refund that item, discuss an appropriate alternative, or cancel the affected part of the order.
Prices are shown in Egyptian Pounds unless stated otherwise. Delivery charges and other applicable fees are normally shown before order confirmation. If an obvious pricing, discount, stock or description error affects an order, we may contact you or cancel the affected item and refund any amount due.
5. Placing and accepting orders
Submitting an order is a request to purchase the selected products. Fulfilment remains subject to availability, correct delivery information, successful payment where required, security checks and acceptance by Hero Store.
Automated updates may be sent through the website, email, SMS, WhatsApp, telephone or another available channel. An automated confirmation does not necessarily mean that the order has already been dispatched or can no longer be reviewed.
6. Payments and saved payment methods
Available methods may include bank cards, online payments, cash on delivery and other options shown at checkout. Availability can vary by order, location, value and payment provider.
Electronic payments are processed through authorized providers. Where a saved-payment feature is supported, card details may be tokenized and held by the payment provider rather than stored as complete card data by Hero Store. Banks and payment providers may require additional authentication.
7. Delivery and address information
We deliver to eligible locations accepted during checkout. Estimated delivery times are guidance only and can be affected by location, stock, order volume, courier schedules, holidays, traffic, weather or events outside our reasonable control.
Customers must provide accurate recipient, telephone and address details. Additional delivery costs may apply where redelivery is necessary because the recipient could not be reached or the supplied information was incomplete or incorrect.
8. Receiving your order
Please inspect an order as soon as reasonably possible after delivery. If an item is damaged, missing, incorrect, leaking, opened, tampered with or materially different from what was ordered, contact customer care promptly and keep any packaging, photographs or supporting information needed for review.
9. Returns and refunds
Returns and exchanges are governed by the Return & Refund Policy, the nature of the product and mandatory consumer rights that apply in Egypt. Food, nutrition, baby, personal-use and other consumable products can be subject to restrictions after opening, use, consumption or improper storage.
Where a refund is approved, it may be processed to the original payment method or another lawful method available for the case. The time taken for funds to appear can depend on the bank, card issuer or payment provider after Hero Store initiates the refund.
10. Order cancellation
A cancellation may be requested before an order reaches a stage where cancellation is no longer operationally possible. After packing, dispatch or transfer to a courier, the Return & Refund Policy may apply instead of direct cancellation.
Hero Store may also cancel an order because of stock unavailability, an obvious pricing error, payment failure, delivery restrictions, suspected fraud, a technical problem or another legitimate operational reason. Any prepaid amount due back will be handled through the applicable refund process.
11. Promotions, coupons and rewards
The store may offer coupon codes, limited-time campaigns, bundles, gifts or loyalty benefits. Each promotion may have separate conditions such as an expiry date, minimum spend, eligible products or restrictions on combining offers.
Promotions must not be misused or exploited. A discount may be refused or reversed where there is fraud, abuse or obvious exploitation of a technical or configuration error.
12. Reviews and user content
Where reviews, comments or customer images are enabled, submitted content must be truthful, lawful and must not infringe third-party rights, contain abusive or threatening material, malicious code or spam. We may moderate or remove content that breaches these requirements.
If you voluntarily submit content for publication, you give Hero Store the permission reasonably required to display and use it in operating and promoting the website, subject to applicable law and the Privacy Policy.
13. Intellectual property
Trademarks, logos, product imagery, graphics, text, designs, software and other website materials are owned by, licensed to or lawfully used by the relevant rights holders. They may not be copied, republished or commercially exploited without permission except where the law allows it.
14. Acceptable use and security
You must not use the website to commit fraud, gain unauthorized access, upload malicious software, disrupt services, impersonate another person, place false orders, scrape data without authorization or engage in unlawful activity.
We use reasonable technical and organizational safeguards, but no internet service can be guaranteed completely secure. Customers are also responsible for protecting their devices, passwords, accounts and networks.
15. Third-party services
Hero Store may rely on independent services such as payment gateways, couriers, analytics providers, maps, messaging services and social networks. Those providers can have their own terms and privacy practices, and may process information where necessary to provide their services.
16. Privacy and personal data
Personal information is handled under the Privacy Policy and applicable Egyptian data-protection requirements. Information may be used where needed to manage accounts, process orders and payments, arrange delivery, provide support, prevent fraud, improve services and meet legal obligations.
17. Liability and events outside our control
To the maximum extent permitted by law, Hero Store is not responsible for indirect or consequential losses where liability may lawfully be excluded. These terms do not exclude liability or consumer rights that cannot legally be excluded.
We are not responsible for delay or failure caused by circumstances outside reasonable control, including natural events, government restrictions, transport or telecommunications disruption, infrastructure failure, internet outages or failures of independent service providers.
18. Changes to these terms
We may update these Terms & Conditions to reflect changes to services, website features, legal requirements, payment or delivery methods and operational improvements. The latest version will be published on this page with its revision date.
19. Governing law
These terms are governed by the applicable laws of the Arab Republic of Egypt. Disputes will be handled by the competent Egyptian authorities or courts in accordance with applicable law, without limiting mandatory consumer-protection mechanisms or rights.
20. Contact us
For questions about these terms, an order, payment, delivery or return, use the official contact methods listed on the Contact Us page. If your enquiry relates to an existing order, include the order number where possible so it can be reviewed faster.
