TERMS AND CONDITIONS

CUSTOMER PRIVACY POLICY
Sweet-Orr & Lybro (Pty) Ltd shall take all reasonable steps to protect the personal information of users. Our Privacy Policy is available on our website and the PAIA manual may be downloaded here.

DELIVERY POLICY
Subject to availability and receipt of payment, goods can take up to 3-5 business days to be delivered unless stipulated otherwise. We always endeavour to get the parcel to customers sooner. Due to the high demand and influx of orders potential delivery delays could be experienced during Black Friday and other sales promotion activities. Delivery will be confirmed by way of an electronic invoice. Parcels will be couriered door-to-door unless advised otherwise by use of a designated courier company DCB couriers.

Our Click and Collect service only applies to Essential, Specialised and Footwear ranges and for Western Cape customers only.

RETURNS AND EXCHANGES POLICY
The provision of goods and services by Sweet-Orr & Lybro (Pty) Ltd is subject to availability. Sweet-Orr has a 14 day exchange and refund policy. You will qualify for a refund if the product is in an acceptable condition. You will be liable for the courier cost of any returns made due to exchanges. You have the right to cancel any sale concluded with us within 7 (seven) days of receiving your product and receive a full refund, provided that the product is in its original condition. No cancellation fees will be applied in these instances.

If returns are processed using the courier services, your credit or debit card will be refunded within 30 (thirty) days of receipt of the returned items.

Returns and exchanges will not be accepted under any circumstances after 14 days of receipt of goods, unless it is a defective product whereby you will agree to keep the product in its current condition, as to assess the claim. In the event that the product is defective, we will either refund, repair, or replace the product.

EXPORT RESTRICTION
The offering on this website is available to South African clients only.

PAYMENT OPTIONS ACCEPTED
Payment may be made via Visa and MasterCard credit cards or EFT via bank transfer into the Sweet-Orr & Lybro (Pty) Ltd bank account, the details of which will be provided on request. Payments can also be made using Payflex where 4 interest-free payments are automatically deducted from your card over a 6 week period.

CREDIT CARD ACQUIRING AND SECURITY
Credit card transactions will be acquired for Sweet-Orr & Lybro (Pty) Ltd via PayGate (Pty) Ltd who are the approved payment gateway. PayGate is a licensed System Operator with the Payments Association of South Africa (PASA). PayGate is fully PCI compliant and uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no credit card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.

CUSTOMER DETAILS SEPARATE FROM CARD DETAILS
Customer details will be stored by Sweet-Orr & Lybro (Pty) Ltd separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za

MERCHANT OUTLET COUNTRY AND TRANSACTION CURRENCY
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction Currency is South African Rand (ZAR).

RESPONSIBILITY
Sweet-Orr & Lybro (Pty) Ltd takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

COUNTRY OF DOMICILE
This website is governed by the laws of South Africa and Sweet-Orr & Lybro (Pty) Ltd chooses as its ‘16th Street, Elsies River, 7490, Cape Town, South Africa’ for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature.

VARIATION
Sweet-Orr & Lybro (Pty) Ltd may, in its sole discretion, change this agreement or any part thereof at any time without notice.

COMPANY INFORMATION
This website is run by a private company based in South Africa trading as Sweet-Orr & Lybro (Pty) Ltd and with registration number 2012/096936/07.

COMPLAINTS AND ESCALATION

IF WE DON’T RESOLVE YOUR COMPLAINT WITHIN TO 15 BUSINESS DAYS YOU ARE ENTITLED TO APPROACH THE CONSUMERS GOODS AND SERVICES OMBUD. WE ARE A REGISTERED PARTICIPANT OF THE CONSUMER GOODS AND SERVICES OMBUDS SCHEME AND WE NOT ONLY UPHOLD THE CODE BUT WE ARE BOUND BY IT – CLICK HERE.

YOU CAN ALSO VIEW THE COMPLAINTS HANDLING PROCESS BY CLICKING HERE.

KINDLY ESCALATE YOUR COMPLAINT VIA THE BELOW CHANNELS.

Email: complaints@cgso.org.za

Shared Call 0860 000 272