Terms of Sale and Returns Policy

1. The seller

Products on this website are sold by us. [COMPANY LEGAL NAME] is a company registered in [PLACE OF REGISTRATION] with registration number [REGISTRATION NUMBER]. Our directors are [DIRECTORS]. Our physical address, which is also the address at which legal documents may be served on us, is [REGISTERED ADDRESS]. Telephone: [CONTACT PHONE]. Email: [CONTACT EMAIL]. Website: [WEBSITE ADDRESS]. VAT registration number: [VAT NUMBER].

2. Placing an order

Your order is an offer to buy. A contract is formed when we confirm that payment has been received. We will send an order confirmation to the email address you give us.

We may decline an order, for example if a product is unavailable, payment cannot be verified, or there was an obvious error in the price or description. If we decline after taking payment we will refund you in full.

3. Prices and payment

Prices are shown in the currency of the store you are using: South African rand in the South African store and United States dollars in the Zimbabwean store. The total, including any delivery charge and tax, is shown before you place your order.

In the South African store, prices include value-added tax (VAT) where we are required to charge it. In the Zimbabwean store, prices include any tax we are required to charge.

Payment is taken through our payment provider at the time of order, using a payment system that is secure by accepted technological standards. We do not receive or store your full card details.

4. Delivery

We deliver to the address you give at checkout, within the country of the store you ordered from. Delivery times shown are estimates. Unless we have agreed a different date with you, if we have not delivered within 30 days of your order you may cancel for a full refund.

Risk in the products passes to you when they are delivered. Please check your order on delivery and tell us promptly about anything missing or damaged.

5. Your right to change your mind

You may return an unused product in its original condition and packaging within 30 days of delivery for a refund of the price paid. You pay the cost of returning it unless the product is faulty or not what you ordered.

This 30-day return period is in addition to, and does not replace, any cooling-off right the law gives you. In South Africa, section 44 of the Electronic Communications and Transactions Act 25 of 2002 lets a consumer cancel most online purchases within seven days of receiving the goods, and section 16 of the Consumer Protection Act 68 of 2008 lets a consumer cancel a transaction that resulted from direct marketing within five business days. In Zimbabwe you have the cancellation rights given by the Consumer Protection Act [Chapter 14:44].

For hygiene and safety reasons, and where the law permits, products that have been opened or used cannot be returned under this section unless they are faulty.

6. Faulty or incorrect products

If a product is defective, unsafe, not as described, or not fit for its ordinary purpose, you have the remedies the law gives you. In South Africa, under the Consumer Protection Act you may return such a product within six months of delivery and choose a repair, a replacement or a refund. In Zimbabwe you have the remedies given by the Consumer Protection Act [Chapter 14:44].

We pay the reasonable cost of returning a faulty or incorrect product.

7. How to return a product and how refunds are paid

Contact us at [CONTACT EMAIL] with your order number before sending anything back, and we will tell you where to send it.

We refund to the payment method you used, within a reasonable time and no later than 30 days after we receive the returned product or, for a cancelled order that was not delivered, after you cancel.

8. Orders placed through a referral link

If you arrive through a distributor's referral link, the value of your order may be credited to that distributor's network. This does not change the price you pay or any of your rights. If your order is refunded, that credit is reversed.

9. Our liability

Nothing in these terms limits any right you have under consumer protection law or any liability that cannot be limited by agreement. Subject to that, our liability for an order is limited to the price you paid for it, and we are not liable for loss that was not reasonably foreseeable or that was caused by events outside our reasonable control.

10. Governing law and complaints

These terms are governed by the law of the country whose store you ordered from, and the courts of that country have jurisdiction.

Please contact us first at [CONTACT EMAIL]. You keep any right you have to refer a complaint to a consumer protection authority or ombud in your country.

11. Terms you should read carefully

The law requires us to draw your attention to any term that limits our liability, makes you responsible for a risk, or requires you to compensate us. In these terms those are:

Please read them carefully. By ticking the acceptance box at checkout you confirm that these terms were brought to your attention before you placed your order.

• section 4, under which risk in the products passes to you on delivery;
• section 5, under which you pay the cost of returning a product you have simply changed your mind about;
• section 9, which limits our liability;
• section 10, which says which country's law and courts apply.

12. Your rights in South Africa

This section applies to orders from the South African store. It describes rights the law gives you; our 30-day return in section 5 is in addition to them.

Cooling-off for online orders: under section 44 of the ECT Act you may cancel an online order, without giving a reason and without penalty, within seven days after you receive the goods. The only charge is the direct cost of returning them. We refund what you paid within 30 days of the cancellation. This right does not apply to the goods listed in section 42 of that Act, such as goods made to your specification, goods that are likely to deteriorate quickly, and sealed recordings or software that you have unsealed.

Cooling-off after direct marketing: if you bought because someone approached you directly, in person or by a message, section 16 of the CPA lets you cancel in writing within five business days after the later of the date of the transaction or of delivery. We refund what you paid within 15 business days of receiving your notice or the returned goods.

Delivery: under section 46 of the ECT Act we must deliver within 30 days of your order unless we agreed otherwise with you. If we do not, you may cancel on seven days' written notice. If a product turns out to be unavailable we will tell you at once and refund you within 30 days.

Quality: under sections 55 and 56 of the CPA you are entitled to goods that are of good quality, in good working order, free of defects and reasonably suitable for their purpose. Within six months of delivery you may return goods that fail that standard, at our risk and expense, and choose a repair, a replacement or a refund. If a repair fails or a further defect appears within three months, we must replace the goods or refund you.

Complaints: if we cannot resolve a complaint, you may refer it to the Consumer Goods and Services Ombud or to the National Consumer Commission.

13. Your rights in Zimbabwe

This section applies to orders from the Zimbabwean store. It describes rights the law gives you; our 30-day return in section 5 is in addition to them.

You have the rights the Consumer Protection Act [Chapter 14:44] gives consumers, including the right to goods that are safe and of good quality, the right to fair and honest dealing and to accurate information about what you are buying, and the right to return goods and to a repair, replacement or refund as that Act provides.

Complaints: if we cannot resolve a complaint, you may refer it to the Consumer Protection Commission.