Terms of service

HNDZ TERMS OF SERVICE


Welcome to HNDZ.

These Terms of Service (“Terms”) govern your use of the HNDZ website, online store, products, services, communications, and purchases. Throughout these Terms, “HNDZ,” “we,” “us,” and “our” refer to HNDZ. “Customer,” “you,” and “your” refer to any person who accesses our website, places an order, purchases a product, or otherwise uses our services. 


By accessing the HNDZ website, placing an order, submitting payment, or otherwise using our services, you acknowledge that you have reviewed and agreed to these Terms, together with any product information, sizing details, production timelines, care instructions, and other policies made available to you.

These Terms are intended to operate in accordance with the laws and regulations of the State of Qatar, including Law No. (8) of 2008 on Consumer Protection and Decree-Law No. (16) of 2010 Promulgating the Electronic Transactions and Commerce Law.

Nothing in these Terms is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded or restricted under applicable law.

1. GENERAL CONDITIONS

  • HNDZ may refuse service, reject an order, suspend a transaction, or cancel an order where reasonably necessary and permitted by applicable law.
  • Customers may not use the HNDZ website, products, services, designs, photographs, illustrations, branding, or other content for any unlawful or unauthorized purpose.
  • You may not interfere with the operation or security of the HNDZ website, introduce harmful code, attempt unauthorized access, submit fraudulent orders, or otherwise misuse our services.
  • HNDZ may update, modify, suspend, or discontinue parts of the website or services from time to time.


2. ELIGIBILITY TO PURCHASE

By placing an order with HNDZ, you confirm that:

  • the information supplied by you is complete and accurate;
  • you are legally capable of entering into the transaction, or are acting with any authorization required by law;
  • you are authorized to use the selected payment method; and
  • the transaction is being made for lawful purposes.

HNDZ may request additional information where reasonably necessary to verify an order, customer identity, or payment.


3. PRODUCT INFORMATION

HNDZ makes reasonable efforts to ensure that product descriptions, photographs, measurements, fabric information, colours, details, prices, and specifications are presented accurately. However, slight differences may occur between digital images and the physical product.


Colours may appear differently due to:

  • photography;
  • lighting;
  • nature of hand made items;
  • individual device screens;
  • monitor settings;
  • fabric batches;
  • printing methods; or
  • dye lots.


Such minor differences are not considered defects unless they materially affect the product or cause it not to conform to the description or specifications agreed at the time of purchase.


4. PRINT AND PATTERN PLACEMENT

Where an HNDZ garment is produced using printed or patterned fabric, exact motif placement may vary from one garment to another depending on how the fabric is cut. The placement of flowers, illustrations, motifs, borders, characters, or other print elements shown in product photography is therefore not guaranteed unless expressly stated otherwise. Natural variations in print placement are not considered defects where the garment otherwise materially conforms to the purchased design and specifications.


5. HANDMADE AND HAND-EMBROIDERED PRODUCTS

Certain HNDZ garments include hand embroidery, crystals, beads, sequins, appliqué, hand stitching, or other individually applied elements.

Because these details are applied by hand, individual pieces may not be completely identical.

Minor differences may occur in:

  • embroidery placement;
  • bead positioning or colours;
  • crystal placement;
  • spacing;
  • stitch shape;
  • thread;
  • decorative detailing; or
  • finishing.

These minor variations form part of the handmade nature of the product and do not constitute a defect unless they materially affect the quality, functionality, or advertised appearance of the garment.


6. MADE-TO-ORDER PRODUCTS

Most HNDZ garments are made to order, tailored, produced in limited quantities, embroidered after purchase, or otherwise prepared specifically following confirmation of an order.

Once an order has been confirmed, HNDZ may begin:

  • sourcing fabric;
  • sourcing materials;
  • cutting;
  • tailoring;
  • embroidering;
  • applying embellishments;
  • finishing; or
  • preparing the garment for the customer.

Because production costs may be incurred specifically for an individual order, made-to-order purchases are treated as final for change-of-mind purposes once production has begun, subject to any mandatory rights under applicable Qatar law.


7. ORDER PROCESSING TIME

Unless another timeframe is stated on the applicable product page, HNDZ orders generally require approximately 2–6 weeks for processing, excluding weekends.

This timeframe may include:

  • fabric sourcing;
  • fabric shipping;
  • tailoring;
  • embroidery;
  • hand finishing;
  • quality control;
  • packaging; and
  • preparation for dispatch.

The 2–6 week period is a production and processing estimate and does not necessarily include the courier’s delivery period after dispatch. Processing times may extend during:

  • collection launches;
  • Ramadan;
  • Eid;
  • sale periods;
  • public holidays;
  • periods of high demand;
  • fabric shortages;
  • supplier delays;
  • fabric restocking;
  • customs delays affecting materials; or
  • other circumstances beyond HNDZ’s reasonable control.

By completing an order where the 2–6 week timeframe is disclosed, the customer acknowledges and agrees to that production period. Where HNDZ experiences a delay or difficulty that has a substantial effect on performance of the order, HNDZ will take reasonable steps to inform the customer.


8. PREORDERS AND LIMITED COLLECTIONS

Products identified as preorder, made to order, limited production, limited edition, archive release, or similar may not be available for immediate dispatch. Estimated production, completion, or shipping dates are estimates unless HNDZ expressly states otherwise.

Availability may depend on:

  • fabric;
  • trims;
  • embroidery materials;
  • production capacity;
  • supplier availability; or
  • other necessary materials.

HNDZ may close a preorder or limit quantities once materials or production capacity have been exhausted.


9. ORDER CONFIRMATION

Submitting an order does not necessarily constitute final acceptance by HNDZ. Orders may remain subject to:

  • payment authorization;
  • payment verification;
  • fraud checks;
  • fabric availability;
  • stock availability;
  • pricing verification; and
  • production feasibility.


HNDZ may cancel an order where reasonably necessary, including where:

  • fabric or materials become unavailable;
  • production becomes impossible;
  • payment is declined or reversed;
  • fraudulent activity is suspected;
  • promotional codes are misused;
  • there is a genuine technical or pricing error; or
  • fulfilment would violate applicable law.


Where HNDZ cancels a paid order, any eligible refund will be processed in accordance with the Refunds and SkipCash section below.


10. CUSTOMER INFORMATION

Customers are responsible for ensuring that all information supplied when placing an order is accurate, including:

  • full name;
  • telephone number;
  • email;
  • delivery address;
  • size;
  • measurements; and
  • customization information.

HNDZ is not responsible for issues caused by inaccurate information supplied by the customer, except where otherwise required by applicable law.


11. SIZING AND MEASUREMENTS

Customers are responsible for reviewing all available sizing and measurement information before completing an order.

Where measurements are supplied directly by the customer, HNDZ may rely on those measurements when producing the garment.

HNDZ is not responsible for incorrect fit resulting from:


  • incorrect measurements supplied by the customer;
  • choosing the wrong size;
  • failure to review the size chart; or
  • changes in the customer’s measurements after purchase.

This does not apply where HNDZ itself has produced an item incorrectly relative to agreed measurements or specifications.

12. ORDER CHANGES

Once production has begun, HNDZ cannot normally accept requests to:

  • change the size;
  • change measurements;
  • change the colour;
  • change the fabric;
  • change embroidery;
  • alter the design; or
  • make other modifications.

Where HNDZ agrees to a requested change before or during production, additional charges and additional production time may apply.

Approval of modifications is at HNDZ’s discretion where permitted by law and subject to production feasibility.


13. CANCELLATIONS

Because certain HNDZ products are made to order and may enter production shortly after an order is confirmed, customers should carefully review all order details, including size, specifications, and delivery information, before completing payment.

Where an order is made to order, the customer may request cancellation before production has commenced. Once made-to-order production has commenced, HNDZ does not permit cancellation for change of mind, subject to any mandatory rights available to the customer under applicable law.

For orders concluded electronically, these terms are intended to form part of the parties’ agreement concerning cancellation and production, while remaining subject to the mandatory provisions of Decree-Law No. (16) of 2010, including Article 57.

Nothing in this section limits, excludes, or waives any statutory right or remedy that cannot lawfully be excluded or waived.


14. FINAL SALE / NO CHANGE-OF-MIND RETURNS

Due to the made-to-order, limited-production, tailored, and hand-finished nature of certain HNDZ products, purchases are considered final sale in respect of change-of-mind returns, subject to any mandatory rights or remedies available under applicable Qatar law.

HNDZ does not ordinarily accept returns, refunds, or exchanges where the reason is solely that:

  • the customer changed their mind;

  • the customer no longer wants the product;

  • the customer selected an incorrect size;

  • the customer supplied incorrect or incomplete measurements;

  • the customer prefers another design, print, colour, or style;

  • the customer subsequently finds the product available at a different price; or

  • the customer expected a different fit where the garment has been produced materially in accordance with the measurements, specifications, and sizing information provided or published by HNDZ.

Where a product is defective, damaged, materially different from the agreed specifications, or otherwise fails to conform to the applicable requirements of Qatar law, the customer may be entitled to a remedy notwithstanding this final-sale policy.

Nothing in this section limits, excludes, or waives any statutory right or remedy that cannot lawfully be excluded or waived.

15. SALE AND DISCOUNTED PRODUCTS

Products purchased during:

  • sales;
  • promotional events;
  • archive sales;
  • clearance periods;
  • discount campaigns;
  • promotional reductions; or
  • other reduced-price events

are final sale. Sale or discounted products are therefore not eligible for change-of-mind returns, exchanges, or refunds. However, purchasing a product on sale does not remove any mandatory right to a remedy where the product is defective or materially non-conforming.


16. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

HNDZ stands behind the quality of its products.

In accordance with Article 5 of Qatar Law No. (8) of 2008 on Consumer Protection, where a commodity is defective or does not conform to the required specifications or contracted purpose, applicable remedies include return and refund, replacement, or repair without charge as provided by law.

If an HNDZ item arrives:

  • materially defective;
  • materially damaged;
  • incorrect; or
  • materially different from its agreed description or specifications,

the customer should contact HNDZ as soon as reasonably possible. For efficient investigation, customers are requested to report visible issues within 24 hours of delivery, together with clear photographs or video evidence. The 24-hour request is intended to allow prompt review and does not remove or shorten any statutory right that cannot legally be restricted. Each claim will be reviewed individually.


17. WHAT IS NOT CONSIDERED A DEFECT

Subject to applicable consumer law, the following are not normally considered defects:

  • minor handmade differences;
  • natural variations in embroidery;
  • slight variations in bead or crystal placement;
  • ordinary print-placement differences;
  • insignificant differences caused by screen display;
  • minor dye-batch variation; or
  • wear or damage caused after delivery through misuse or improper care.


18. PRICING

HNDZ may revise product pricing for future purchases in accordance with applicable Qatar laws and regulations. A revised price will apply from the time it is validly published or otherwise introduced for future purchases. A price change will not normally affect an order that has already been confirmed and paid. Customers are not entitled to a retrospective refund or price adjustment solely because a product is later:

  • reduced in price;
  • included in a sale;
  • placed under promotion; or
  • offered using a discount code.

Likewise, where HNDZ later increases a product’s price, a customer who has already completed and paid for an order at the previous valid price will not ordinarily be required to pay the difference.

19. PRICING ERRORS

  • HNDZ makes reasonable efforts to ensure that prices displayed on the website are correct.
  • Occasionally, a genuine technical, typographical, or administrative pricing error may occur.
  • Where an obvious pricing error affects an order, HNDZ may contact the customer to resolve the issue or cancel the affected order and issue an appropriate refund where permitted by law.
  • HNDZ will not knowingly charge a customer more than the valid advertised price applicable to the transaction.


20. PROMOTIONAL CODES

Promotional codes may be subject to:

  • expiry dates;
  • eligible products;
  • minimum purchase values;
  • customer eligibility;
  • usage limits;
  • geographic restrictions; or
  • campaign-specific conditions.


Unless otherwise stated:

  • discount codes cannot be combined;
  • promotional codes cannot be exchanged for cash;
  • promotions cannot be retrospectively applied to completed orders; and
  • HNDZ may reject fraudulent or unauthorized use of promotional offers.


21. PAYMENT


  • Payments may be processed using SkipCash and any other payment methods made available by HNDZ.
  • Customers are responsible for supplying valid and accurate payment information.
  • An order will not be treated as successfully paid until the transaction has been authorized or confirmed by the relevant payment provider.
  • HNDZ does not control independent processing times or authorization decisions made by SkipCash, card issuers, banks, or payment networks.


22. REFUNDS AND SKIPCASH


Where a refund is:

  • approved by HNDZ;
  • due because HNDZ cancels an eligible order; or
  • required under applicable Qatar law,

the refund will be processed through SkipCash back to the original payment method used for the transaction, wherever technically possible.


HNDZ does not normally provide:

  • cash refunds;
  • refunds to a different bank card;
  • refunds to a third party;
  • manual bank transfers in place of a SkipCash refund; or
  • refunds to a different payment method


where the original transaction was processed through SkipCash. Once HNDZ has submitted a refund through SkipCash, the time required for the funds to appear in the customer’s account may depend on:


  • SkipCash;
  • the customer’s issuing bank;
  • card network;
  • financial institution; or
  • payment provider.


  • Such external processing periods are outside HNDZ’s direct control. An approved refund is considered submitted by HNDZ once HNDZ has successfully initiated the refund through SkipCash, although the funds may not appear immediately in the customer’s account.
  • Customers may be asked to allow their bank or payment provider’s normal processing period following submission.
  • Where only part of an order qualifies for a refund, HNDZ may issue a partial refund through SkipCash corresponding to the eligible amount.
  • Where a full refund is legally required, HNDZ will refund the amount required under applicable law.


23. SHIPPING

The production timeframe and courier-delivery timeframe are separate.

Once an order has completed production, quality control, and packaging, it may be transferred to the selected courier .Courier delivery times may vary depending on:

  • destination;
  • delivery network;
  • public holidays;
  • customs;
  • weather;
  • local disruptions; or
  • other circumstances outside HNDZ’s reasonable control.


HNDZ is not responsible for delays caused solely by independent courier operations or external circumstances beyond HNDZ’s reasonable control, subject to any responsibility imposed by applicable law.


24. DELIVERY INFORMATION

Customers are responsible for providing a correct and complete delivery address.

HNDZ is not responsible for additional delivery delays or charges caused by inaccurate information supplied by the customer.

If an order must be reshipped because the customer supplied an incorrect address, failed to collect the shipment, or otherwise caused unsuccessful delivery, additional delivery charges may apply where legally permitted.


25. FAILED OR REFUSED DELIVERY

Where delivery fails because:

  • the customer refuses delivery;
  • the customer fails to collect the parcel;
  • the customer cannot be contacted;
  • incorrect information was supplied; or
  • destination duties or required customs charges remain unpaid,


HNDZ may require the customer to cover reasonable additional shipping, return, customs, or reshipment charges where permitted by law.


26. UNCLAIMED ORDERS

Where an order remains unclaimed following reasonable delivery or collection attempts for 14 days or more, HNDZ may classify the shipment as unclaimed.

HNDZ may contact the customer regarding redelivery, collection, cancellation, or other appropriate resolution.

Where legally permitted, any non-recoverable costs already incurred may be taken into account, including:


  • tailoring;
  • production;
  • embroidery;
  • processing;
  • shipping;
  • return shipping;
  • customs; or
  • redelivery costs.


Mandatory consumer rights remain unaffected.


27. INTERNATIONAL ORDERS

International customers are responsible for checking the import requirements applicable in their destination country.

International shipments may be subject to:

  • customs duties;
  • VAT;
  • import taxes;
  • clearance charges;
  • brokerage charges; or
  • other government fees.


Unless expressly stated otherwise, these charges are not included in the HNDZ selling price and remain the responsibility of the customer. HNDZ does not determine or control charges imposed by foreign customs authorities. A customer’s refusal to pay destination customs or import charges does not automatically create a right to a full refund.

Where a parcel is returned to HNDZ, any legally permissible refund may take into account non-recoverable shipping, return, customs, production, or processing costs.


28. CARE INSTRUCTIONS


Customers are responsible for following all garment-care instructions provided by HNDZ.

Certain HNDZ garments may require delicate or specialist care due to fabric, embroidery, crystals, beads, sequins, or other decorative features.

HNDZ is not responsible for damage arising after delivery due to:

  • improper washing;
  • unsuitable dry cleaning;
  • bleaching;
  • excessive heat;
  • improper ironing;
  • improper steaming;
  • harsh chemicals;
  • improper storage;
  • snagging;
  • mishandling; or
  • failure to follow care instructions.


29. THIRD-PARTY ALTERATIONS

HNDZ is not responsible for damage, fit issues, embroidery damage, construction changes, or other problems resulting from alterations performed after delivery by the customer or a third-party tailor.

Where an item has been altered after delivery, the alteration may be considered when assessing the cause of any later issue.

This does not remove rights relating to a defect that existed independently before such alteration.


30. INTELLECTUAL PROPERTY


Unless otherwise stated, HNDZ retains all applicable rights in its original creative materials, including:


  • brand identity;
  • logos;
  • exclusive prints;
  • illustrations;
  • garment designs;
  • embroidery arrangements;
  • product concepts;
  • photographs;
  • website graphics;
  • packaging artwork;
  • collection names;
  • written content; and
  • promotional assets.


Purchasing an HNDZ garment does not transfer intellectual-property rights in the product design, artwork, print, branding, or related creative material.


HNDZ content may not be copied, reproduced, manufactured, distributed, commercially exploited, republished, or presented as another person’s or brand’s work without authorization.


31. PRIVACY AND CUSTOMER INFORMATION


HNDZ may collect personal information necessary to:


  • process orders;
  • accept payments;
  • provide customer service;
  • arrange delivery;
  • prevent fraud;
  • communicate regarding purchases;
  • comply with legal requirements; and
  • operate HNDZ services.


HNDZ will take reasonable steps to protect customer information and will handle personal information in accordance with applicable law.


Under Article 59 of Decree-Law No. (16) of 2010, the purposes for collecting customer personal information must be identified and customer information must be protected using reasonable security safeguards.


32. ELECTRONIC COMMUNICATIONS

By placing an online order, customers consent to receiving transaction-related communications electronically, including:


  • order confirmations;
  • invoices;
  • production updates;
  • payment notifications;
  • shipping notifications; and
  • customer-service communications.

 

Marketing communications remain subject to applicable consent and privacy requirements.


33. THIRD-PARTY SERVICES

HNDZ may rely on third parties for services including:

  •  payment processing;
  • SkipCash payments;
  • courier delivery;
  • website hosting;
  • analytics;
  • communications; and
  • other technology services.


Independent third parties may operate under their own terms and policies.

HNDZ is not responsible for independent third-party conduct outside HNDZ’s reasonable control except where applicable law provides otherwise.


34. FRAUD AND PAYMENT DISPUTES

HNDZ may review transactions reasonably suspected of:

  • fraudulent activity;
  • unauthorized card use;
  • payment abuse;
  • chargeback abuse;
  • promotional abuse; or
  • other unlawful activity.


Orders may be held, verified, refused, or cancelled where reasonably necessary. Nothing in this section prevents a customer from exercising legitimate rights through their bank, card issuer, SkipCash, or applicable law.


35. PROHIBITED USE

Customers may not:

  • use HNDZ services for unlawful purposes;
  • submit false or fraudulent information;
  • attempt unauthorized access;
  • interfere with website security;
  • misuse discount codes;
  • impersonate another person;
  • scrape or commercially exploit HNDZ content without authorization; or
  • infringe HNDZ intellectual-property rights.


36. EVENTS OUTSIDE HNDZ’S CONTROL

HNDZ will not be treated as having breached these Terms solely because performance is prevented or materially delayed by events outside its reasonable control, subject to applicable law.

These events may include:


  • significant courier disruption;
  • customs interruption;
  • natural disasters;
  • government restrictions;
  • emergencies;
  • major supplier shutdowns;
  • severe transport interruption; or
  • comparable circumstances.


HNDZ will take reasonable steps to communicate material delays and resume performance where reasonably possible.


37. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, HNDZ will not be liable for indirect or consequential losses resulting solely from circumstances outside its reasonable control.

Nothing in these Terms removes a customer’s right to any remedy or compensation that cannot lawfully be waived.