Food safety and quality policy

Last Updated: July 2026

At AEEN SHOP, we are committed to supplying safe, high-quality food and beverage products. All products are sourced, stored, handled, and delivered in accordance with the highest food safety standards and in compliance with the applicable laws and regulations of the Kingdom of Saudi Arabia, including the requirements of the Saudi Food & Drug Authority (SFDA) and other competent authorities.

This Policy explains the responsibilities of both AEEN SHOP and its customers regarding food quality, storage, transportation, product inspection, and handling after delivery.

1. AEEN SHOP Commitment

AEEN SHOP is committed to:

Procuring products only from approved manufacturers and authorized suppliers.
Verifying product quality and expiration dates before offering products for sale or shipment.
Storing products under appropriate environmental and temperature-controlled conditions according to each product's requirements.
Applying the First In, First Out (FIFO) inventory management principle whenever appropriate.
Maintaining clean and hygienic storage and packing facilities.
Using appropriate packaging materials to preserve product quality during transportation.
Providing refrigerated transportation for products requiring temperature-controlled delivery whenever refrigerated shipping is selected.
Inspecting products before handing them over to the shipping company or delivery courier.

2. Cold Chain Management

For products requiring temperature-controlled storage, AEEN SHOP maintains the appropriate cold chain until the products are delivered to the shipping carrier or the Store's delivery representative.

Where refrigerated delivery services are selected, suitable refrigerated transportation will be used.

Upon successful delivery to the customer or the customer's authorized representative, responsibility for maintaining proper storage conditions transfers to the customer.

3. Packaging Standards

AEEN SHOP uses packaging materials appropriate for each product category, including where necessary:

Protective packaging for glass containers.
Leak-resistant packaging.
Thermal insulation materials.
Food-grade shipping cartons suitable for transportation.

These measures are intended to minimize the risk of damage during handling and transportation.

4. Product Shelf Life

AEEN SHOP does not sell expired products.

All products bear the expiration date provided by the manufacturer or supplier.

Customers have the right to refuse delivery of any product found to have expired before delivery.

5. Customer Responsibilities Upon Delivery

Customers are expected to:

Inspect the external packaging upon delivery.
Verify that the delivered products match the order.
Check for visible damage, leakage, or breakage.
Refrigerate or freeze temperature-sensitive products immediately after receiving them.
Follow all storage and usage instructions printed on the product packaging.

Acceptance of the shipment without reporting any visible issues shall be considered confirmation that the products were received in satisfactory apparent condition, without prejudice to the customer's right to report hidden defects within the period specified in the Return, Exchange & Refund Policy.

6. Improper Storage After Delivery

AEEN SHOP shall not be responsible for any deterioration, spoilage, contamination, or quality loss resulting from:

Failure to maintain the recommended storage temperature.
Delayed receipt or delayed refrigeration after delivery.
Improper storage or handling by the customer.
Failure to follow the manufacturer's storage instructions.
Refreezing products after thawing where such practice is not recommended.

7. Products Damaged During Transportation

If products arrive damaged due to transportation or delivery, customers must:

Take photographs of both the product and its outer packaging before disposing of the packaging whenever reasonably possible.
Contact AEEN SHOP Customer Service within 24 hours of receiving the shipment.
Provide the order number together with supporting photographs.

Each claim will be reviewed in accordance with the Store's Return, Exchange & Refund Policy.

8. Allergens & Nutritional Information

Certain products may contain ingredients that can cause allergic reactions, including but not limited to:

Milk and dairy products.
Eggs.
Peanuts.
Tree nuts.
Sesame.
Soy.
Wheat (Gluten).
Fish and shellfish.

Customers are solely responsible for reviewing ingredient lists, allergen declarations, nutritional information, and product labels before consumption, particularly if they have food allergies, dietary restrictions, or medical conditions.

9. Imported Products

Certain imported products may vary slightly between production batches in terms of packaging design, labeling, or country of origin due to manufacturer updates.

Such variations do not affect product quality, authenticity, or compliance with applicable standards.

10. Limitation of Liability

AEEN SHOP exercises the highest reasonable level of care to preserve product quality until delivery to the customer or shipping carrier.

AEEN SHOP shall not be liable for any deterioration in product quality occurring after successful delivery where such deterioration results from improper storage, misuse, delayed handling, or any circumstances beyond the Store's reasonable control.

11. Regulatory Compliance

AEEN SHOP is committed to complying with all applicable Saudi food safety regulations and reserves the right to amend this Policy whenever required by operational needs or changes in applicable laws and regulations.

12. Contact Us

For inquiries regarding product quality or food safety, please contact us:

Phone / WhatsApp: +966 53 561 5584

Email: [email protected]

Business Hours: Saturday to Thursday 11:00 AM – 8:00 PM (Saudi Arabia Time)

English | Saudi Arabia