SHIPPING POLICY
Shipping Locations
We currently ship our products throughout South Africa.
Shipping Methods
We use The Courier Guy as our preferred courier partner. Shipping is offered via standard delivery only (no additional options such as overnight or premium services).
Shipping Costs
Shipping is charged at a flat rate based on the weight of the item(s). Our pricing tiers are:
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R160 for the initial weight range
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R310 for the next weight range
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R400 for subsequent weight ranges
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Maximum of R545 for heavier items
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Free shipping is available for certain predetermined items (where indicated on the product page or at checkout)
Processing Time
Orders typically take 3 – 5 working days to process before dispatch.
Delivery Time
Standard delivery typically takes 3 – 7 working days from dispatch (depending on your location and courier service area).
Order Tracking
Tracking details are provided once your order has been dispatched. Customers can track their parcels via our tracking link: TCG Tracking
Lost or Damaged Items
In the unfortunate event that an item is lost or damaged in transit, the responsibility lies with the customer.
Customers may request parcel insurance by indicating this in the special instructions field at checkout (where available).
Returns and Exchanges
For more information, please refer to our Returns Policy below.
Communication
We send shipping and delivery updates via order confirmation emails and dispatch/tracking notifications.
For shipping-related queries, contact us at chloe@egmizinhlelo.com and include your invoice number or tracking number for faster assistance.
Return Policy
1. Introduction
At EGM Izinhlelo, we are committed to customer satisfaction and aim to keep the returns process clear and straightforward. This Return Policy sets out the terms and conditions for returning products purchased through our online shop.
2. Return Window
Customers have 30 days from the date of purchase to initiate a return.
3. Conditions for Returns
We accept returns under the following conditions:
The item has not been damaged or altered due to improper care, carelessness, non-standard use, or failure to follow care instructions.
You have not attempted to alter or repair the item yourself, or allowed a third party to do so.
The item has not deteriorated due to fair wear and tear expected in regular use.
The fault relates to a significant variation in appearance or specification, materially different from what was represented on our website.
4. Initiating a Return
To initiate a return:
Email [Insert returns email] with your request to return the item (include your order/invoice number).
Our customer service team will advise next steps and arrange the return process once the product has been reviewed against the return conditions.
If approved, we will instruct our courier service to collect the item from the address you provide.
5. Refund Process
Refunds are processed as follows:
Refunds are made via EFT or returned to the original debit/credit card used for the purchase (where applicable).
We may initially cover the cost of return shipping; however, the return shipping cost will be deducted from the final refund amount.
6. Non-Returnable Items
We currently do not have items that are non-returnable or non-refundable (unless clearly stated on the product page).
7. Item Condition
Returned items must be in their original condition and returned in or with their original packaging.
8. Restocking Fees
We charge a restocking fee of 10%.
9. Exchanges and Store Credits
We offer refunds only. We do not offer exchanges or store credit unless explicitly stated otherwise.
10. Returns on Sale or Discounted Items
The same return policy applies to sale or discounted items.
11. International Returns
International returns are not applicable, as we currently only serve customers within South Africa.
12. Additional Terms
There are no additional conditions beyond those stated in this policy.
privacy policy
EGM Izinhlelo (“we/us”) respects your privacy and processes personal information in line with the Protection of Personal Information Act (POPIA).
1) What we collect
Depending on how you interact with us, we may collect:
Name, surname, email, phone number, addresses
Order/invoice and payment confirmation details (we don’t store full card details if handled by a payment gateway)
Communications (emails/WhatsApp/support queries)
Website usage data (IP address, browser/device data, cookies)
2) Why we collect it
We use personal information to:
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Provide products/services and fulfil orders
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Respond to enquiries and provide support
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Process payments and maintain records
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Improve our website and security
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Send marketing where permitted (with opt-out)
3) Who we share it with
We may share information with trusted service providers (POPIA “operators”) such as:
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Couriers/logistics
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Payment processors
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Hosting, email, and IT providers
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Accountants/legal advisors
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We may also share information if required by law.
4) Cookies
Our website may use cookies for functionality and analytics. You can manage cookies in your browser settings.
5) Security and retention
We take reasonable steps to protect personal information and keep it only as long as needed for the purpose collected, or as required by law, then securely delete/anonymise it.
6) Your rights
You may request access, correction, deletion, or object to certain processing (subject to POPIA).
Contact our Information Officer: [Insert name/role] — [Insert POPIA email]
7) Complaints
If you have concerns, contact our Information Officer first. You may also complain to the Information Regulator (South Africa).
terms and conditions
These Terms & Conditions (“Terms”) govern your use of EGM Izinhlelo’s website and the purchase of products and/or services from us (“we/us/our”). By using our website or placing an order, you agree to these Terms.
These Terms are written for South Africa and should be read with the
Consumer Protection Act, 2008 (“CPA”) and other applicable laws.
1) Company details
EGM Izinhlelo
Address: 265 Sydney Road, Umbilo, Durban
Email: chloe@egmizinhlelo.com
Phone: 073 849 6700
2) Use of the website
You agree to use the website lawfully and not in a way that disrupts, damages, or interferes with the site or its security.
We may update, suspend, or withdraw website features at any time.
3) Product information and availability
We aim to keep product listings accurate, but product images and descriptions may vary slightly from the delivered item (e.g., packaging changes).
All products are subject to availability. If a product becomes unavailable after you place an order, we will contact you to offer an alternative, a backorder (where possible), or a refund.
4) Pricing and errors
Prices are shown in South African Rand (ZAR) and include VAT unless stated otherwise.
We reserve the right to correct pricing or listing errors. If a price error affects your order, we will contact you before processing; you may cancel for a full refund.
5) Orders and acceptance
An order is an offer by you to purchase.
The order is only accepted once we confirm acceptance and/or dispatch the product (or where services are booked, once we confirm the booking in writing).
We may decline or cancel orders where required (e.g., suspected fraud, inability to verify payment, stock issues, or pricing errors).
6) Payment
Payment must be received in full before goods are dispatched unless otherwise agreed in writing.
Where an EFT is used, proof of payment may be required and dispatch may be delayed until funds clear.
7) Product holds and reservations
We may offer “holds” (reserving stock) at our discretion.
7.1 Hold eligibility
Holds may require a deposit or full payment, depending on the item and supplier rules.
7.2 Hold period
Standard hold period: 48–72 hours unless otherwise agreed in writing.
7.3 Release of stock
If payment/deposit is not received within the agreed hold period, we may release the item back into stock without further notice.
7.4 Deposits
Deposits may be non-refundable if we have already committed to supplier orders or special procurement (this will be communicated at the time of the hold).
8) Delivery, risk, and ownership
Delivery timelines are estimates and depend on courier/supplier lead times.
Risk transfers to you on delivery/collection.
Ownership (title) transfers only once we have received full cleared payment.
9) Installation and suitability
Unless explicitly sold as an installed solution, products are supplied as goods only.
You are responsible for ensuring compatibility/suitability for your intended use.
Where installation is required, we recommend using a suitably qualified technician. Damage caused by incorrect installation, misuse, or unauthorised modification may void warranties.
10) Returns and refunds
Returns are handled according to our Returns Policy (published on our website and incorporated by reference into these Terms).
Where applicable, CPA rights apply.
11) Supplier warranties and manufacturer guarantees
Many products are covered by supplier/manufacturer warranties, which may differ by brand and category.
11.1 Warranty source
Unless explicitly stated as an EGM Izinhlelo warranty, warranties are typically provided by the original manufacturer or supplier.
We facilitate warranty claims where reasonably possible, but warranty approval, repair, replacement, or credit is subject to the supplier/manufacturer’s assessment and rules.
11.2 Warranty process (RMA)
You may be required to return the product for testing/inspection.
If the supplier finds the product is faulty under warranty, a repair/replacement/credit may be issued per their policy.
If the product is found not to be faulty, or the issue is excluded (see below), you may be liable for testing, handling, or return courier fees.
11.3 Common warranty exclusions (examples)
Warranties commonly do not cover:
physical damage, liquid damage, burn marks, corrosion, tampering
power surges, incorrect voltage, lightning damage, improper wiring
misuse, negligence, unauthorised repairs, altered serial numbers
incorrect installation or non-standard use
consumables (e.g., certain batteries) where applicable
fair wear and tear
11.4 Dead-on-arrival (DOA)
If an item is DOA, notify us within [e.g., 7 days] of delivery with photos/video where possible. DOA handling is subject to supplier confirmation.
11.5 No guarantee of uninterrupted operation
Where products are electronic/technical, we do not guarantee uninterrupted operation or that a product will meet every specific requirement unless confirmed by us in writing.
12) Quotes and special orders
Quotes are valid for 7 days unless stated otherwise.
“Special order” / “made-to-order” / “non-stock” items may require prepayment and may have different cancellation/refund rules. This will be communicated before you confirm.
13) Limitation of liability
To the extent permitted by law, we are not liable for indirect or consequential losses (e.g., loss of profit, business interruption, loss of data).
Our liability for direct losses related to a product purchase is limited to the amount you paid for the product, unless the CPA or other law requires otherwise.
Nothing in these Terms limits liability where it would be unlawful to do so.
14) Intellectual property
All website content (text, images, logos, product layouts) is owned by or licensed to EGM Izinhlelo and may not be copied or reused without written permission.
15) Privacy and POPIA
We process personal information in accordance with our Privacy Policy and POPIA. By using our website or placing an order, you acknowledge our privacy practices.
16) Communications
We may contact you by email/phone/WhatsApp regarding your order, delivery, or support query.
Marketing messages will be sent only where permitted and will include an opt-out mechanism.
17) Disputes
If a dispute arises, we encourage you to contact us first to resolve it.
18) Governing law
These Terms are governed by the laws of the Republic of South Africa.
19) Changes to these Terms
We may update these Terms from time to time. The latest version will be published on our website with the updated effective date.
20) Contact
For questions about these Terms:
Email: chloe@egmizinhlelo.com | Phone: 073 849 6700