Effective Date: 5 September 2026

Website: https://herostore.com.eg/

Hero Store ("Hero Store", "Hero", "we", "us", or "our") respects your privacy and is committed to protecting the personal information you provide when visiting, registering with, or purchasing products through our website.

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, when it may be shared, and the choices and rights available to you.

This Privacy Policy applies to the Hero Store website, customer accounts, online shopping services, customer-support channels, marketing communications, and other online services operated by HERO Middle East and Africa Trading through Hero Store.

By using the website, you acknowledge the practices described in this Privacy Policy.

1. Information We Collect

Depending on how you interact with Hero Store, we may collect the following categories of information.

1.1 Account Information

When you create or manage an account, we may collect information including:

Full name
Email address
Mobile number
Account login information
Saved addresses
Account preferences
Loyalty-program information
Order history

Passwords are handled through the website's account-management systems and should not be shared with anyone.

1.2 Order and Delivery Information

When you place an order, we may collect:

Name
Telephone number
Email address
Billing address
Shipping or delivery address
Products ordered
Quantity and order value
Delivery instructions
Order status
Transaction and payment-status information
Returns, refunds, complaints, and customer-service history

This information is necessary to process, fulfill, deliver, support, and document your purchases.

1.3 Payment Information

Hero Store may offer payment methods such as cash on delivery, bank cards, electronic wallets, installment services, or other payment methods made available during checkout.

When an electronic payment method is selected, payment information may be submitted directly to a payment gateway, bank, wallet provider, installment provider, or other authorized payment-service provider.

Hero Store does not intend to store complete payment-card numbers, CVV/security codes, or similar authentication credentials where those details are processed directly by the applicable payment provider.

We may nevertheless receive and retain transaction information such as:

Transaction reference
Payment method
Payment status
Amount
Refund status
Payment-provider response
Limited payment identifiers where required for reconciliation

Payment providers process information according to their own privacy notices and security requirements.

2. Information Collected Automatically

When you visit Hero Store, certain technical information may be collected automatically.

This can include:

IP address
Browser type
Device type
Operating system
Pages viewed
Products viewed
Referring website
Approximate location derived from IP address
Date and time of visits
Session information
Website interactions
Shopping-cart activity
Error and diagnostic information

We may use this information to operate the website, understand how customers use it, troubleshoot problems, prevent abuse and improve the shopping experience.

3. Cookies and Similar Technologies

Hero Store may use cookies, tags, pixels, local storage and similar technologies.

These technologies may be used for:

Strictly Necessary Cookies

These cookies help provide essential website functions such as:

Maintaining your shopping cart
Maintaining login sessions
Processing checkout
Remembering security preferences
Preventing fraudulent activity

Some essential cookies cannot be disabled without affecting the operation of the website.

Preference Cookies

These may remember selections such as:

Language
Store or delivery location
Account preferences
Previous selections

Analytics Cookies

Analytics technologies may help us understand:

How visitors find the website
Which pages are visited
Which products receive attention
How visitors navigate the store
Where technical problems occur

Hero Store may use tools such as Google Tag Manager and related analytics technologies where configured on the website.

Advertising and Marketing Technologies

Where enabled and permitted, advertising or marketing technologies may be used to measure campaign performance, create audiences, limit repeated advertising or show more relevant marketing.

Where consent is legally required, these technologies will be used subject to the applicable consent requirements.

You can also control many cookies through your browser settings.

4. How We Use Personal Information

We may use personal information to:

Create and administer customer accounts
Process purchases
Verify and confirm orders
Process payments
Arrange delivery
Provide order tracking
Issue invoices
Handle refunds and returns
Respond to complaints
Provide customer service
Communicate about an order
Send delivery notifications
Send transactional emails and SMS messages
Operate loyalty and rewards programs
Maintain shopping-cart functionality
Improve our products and services
Improve website performance
Personalize parts of the shopping experience
Detect technical errors
Protect our website and customers
Detect and prevent fraud or abuse
Maintain accounting and transaction records
Meet legal, regulatory, tax and compliance obligations
Send promotional communications when permitted
Measure marketing and advertising performance

We do not use personal information for purposes that are incompatible with the purpose for which the information was collected unless permitted by applicable law or with appropriate consent.

5. Email, SMS and Marketing Communications

We may send service-related communications that are necessary to administer your relationship with Hero Store.

Examples include:

Order confirmations
Payment confirmations
Shipping notifications
Delivery updates
Account-security messages
Password-reset messages
Customer-service responses
Refund or complaint notifications

These communications are different from promotional marketing.

If you subscribe to marketing communications, we may also send:

Product announcements
Promotions
Discounts
Offers
Loyalty-program updates
Newsletters
Campaign information

You may unsubscribe from marketing emails using the unsubscribe option included in applicable communications or by contacting Hero Store.

Unsubscribing from promotional messages does not necessarily stop essential transactional communications relating to an active account or order.

6. Legal Basis and Permitted Processing

Depending on the circumstances and applicable law, we may process personal information because:

It is necessary to perform a contract with you, including processing an order.
It is necessary to take steps requested by you before entering a transaction.
Processing is required to comply with a legal obligation.
We have a legitimate business interest that does not improperly override your privacy rights.
You have provided consent.
Processing is otherwise permitted by applicable law.

Where processing relies on consent, you may withdraw that consent subject to applicable legal requirements.

7. Sharing Personal Information

Hero Store does not sell personal information simply in exchange for monetary payment.

We may disclose information to service providers when reasonably necessary to operate our business.

These recipients may include:

Delivery and Logistics Providers

We may provide delivery partners with information such as your name, address, telephone number and order information so that they can deliver your purchases.

Payment Providers

Payment gateways, financial institutions, electronic-wallet providers and installment providers may process the information required to authorize or manage payments.

Technology Providers

Hosting providers, website infrastructure providers, security providers, analytics providers, email services, SMS services and technical-support providers may process limited information when necessary to provide their services.

Marketing and Analytics Providers

Where permitted, we may work with marketing and analytics providers to understand campaign performance and improve communications.

Professional Advisers

Information may be disclosed when reasonably necessary to auditors, accountants, lawyers, insurers or similar professional advisers.

Government and Regulatory Authorities

We may disclose information where required to:

Comply with applicable law
Respond to a valid legal request
Enforce our agreements
Investigate fraud
Protect the security of Hero Store
Protect our customers or other persons
Establish, exercise or defend legal claims

Service providers that process personal information on our behalf are expected to process it only for authorized purposes and apply appropriate safeguards.

8. International Data Transfers

Some technology, hosting, analytics, payment, communications or other service providers may process information using systems located outside Egypt.

When personal information is transferred internationally, we will seek to use appropriate safeguards and comply with applicable requirements governing international transfers of personal data.

9. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including where retention is needed for:

Providing an account
Completing transactions
Order history
Warranty, return or refund matters
Customer-support records
Accounting
Tax requirements
Fraud prevention
Security
Dispute resolution
Legal and regulatory requirements

Retention periods may therefore vary depending on the category of information and the reason it is being processed.

Where information is no longer reasonably required, it may be deleted, anonymized or otherwise securely disposed of, subject to applicable technical and legal requirements.

10. Account Deletion

Customers may request deletion of their Hero Store account and associated personal information by contacting Hero Store.

Deletion requests may be subject to information that we are legally required or otherwise permitted to retain.

For example, some transaction records may need to remain in our systems for accounting, tax, fraud-prevention, legal or regulatory reasons even after an account has been deleted.

Where appropriate, information retained following an account-deletion request will no longer be used for unrelated purposes.

11. Your Privacy Rights

Subject to applicable law and relevant exceptions, you may have the right to:

Ask whether we process personal information about you.
Request access to your personal information.
Request correction of inaccurate information.
Request completion of incomplete information.
Request deletion of eligible personal information.
Object to certain forms of processing.
Request restriction of certain processing.
Withdraw consent where processing depends on consent.
Object to certain direct-marketing communications.
Request information about how your personal information is processed.

We may need to verify your identity before completing certain requests to protect your information from unauthorized access or deletion.

Some requests may be restricted where retaining or processing information is required by applicable law or necessary to establish, exercise or defend legal rights.

12. Children's Privacy

Hero Store sells products that may be intended for babies, children or families, but the ecommerce service is intended to be used by adults capable of entering into online transactions.

We do not knowingly request children to create purchasing accounts or provide personal information without appropriate authorization.

If you believe that a child has provided personal information to Hero Store improperly, please contact us so that we can review and take appropriate action.

13. Information Security

We use reasonable administrative, organizational and technical measures designed to protect personal information against:

Unauthorized access
Unauthorized disclosure
Accidental loss
Destruction
Alteration
Misuse

Access to personal information is intended to be limited to authorized personnel and service providers that require the information for legitimate business purposes.

However, no website, internet transmission, database or electronic-storage system can be guaranteed to be completely secure.

Customers should protect their account credentials and should contact Hero Store if they believe that an account has been accessed without authorization.

14. Fraud Prevention and Website Security

We may process technical, account and transaction information to identify:

Suspicious transactions
Unauthorized account access
Automated abuse
Fraud
Security threats
Attempts to interfere with the website

Where appropriate, suspicious activity may be investigated, blocked or reported to relevant payment providers, authorities or other appropriate parties.

15. Third-Party Websites and Services

Hero Store may contain links to websites, applications or services operated by third parties.

Third-party services have their own privacy practices, and this Privacy Policy does not govern how independent third parties process information after you leave Hero Store or interact directly with their services.

We recommend reviewing the relevant third party's privacy policy before providing personal information.

16. Social Media

Hero Store may operate pages or accounts on social-media platforms.

When you interact with Hero Store through a social-media service, the relevant platform may separately collect and process information according to its own privacy policy.

Information you voluntarily make public through social media may be visible to other users.

17. Customer Service and Live Chat

If you contact us through telephone, WhatsApp, email, live chat, social media or another customer-support channel, we may process:

Your name
Contact details
Order information
Messages
Complaint details
Support history
Any information you voluntarily provide in the conversation

We use this information to respond to your request and maintain appropriate customer-service records.

Please avoid sending sensitive information unless it is necessary to resolve your request.

18. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect:

Changes to Hero Store
New website functionality
New services
Changes in technology
Changes in service providers
Changes in applicable legal or regulatory requirements

The updated version will be published on this page with a revised effective date.

Where a change materially affects how personal information is processed, additional notice may be provided where appropriate or required.

19. Applicable Law

This Privacy Policy is intended to operate in accordance with applicable laws and regulations governing personal data and ecommerce activities in Egypt, including applicable requirements of Egypt's Personal Data Protection Law No. 151 of 2020, where applicable.

Nothing in this Privacy Policy is intended to limit rights granted to individuals under applicable mandatory law.

20. Contact Us

If you have questions about this Privacy Policy, wish to exercise a privacy right, or have concerns about how your personal information is handled, please contact:

HERO Middle East and Africa Trading
Hero Store: https://herostore.com.eg/
Address: Arabella Plaza Mall, 5th Settlement, 3rd District, Gamal Abdel Nasser Square, 4th Floor, New Cairo, Egypt
WhatsApp: +20 101 616 6215
Email: Please use the email address published on the Hero Store Contact Us page.

When making a privacy request, please provide sufficient information for us to identify your account or transaction and understand your request.

Last Updated: 5 September 2026

Privacy Policy