Hamper Hub ZA – Terms of Service

Effective Date: 01 April 2025

1. Product Images & Presentation

All images used on our website and social media are for illustration purposes only.
We always aim to match the advertised style, but actual products may vary slightly due to packaging, availability, or seasonal changes. Any substitutions will be made with items of equal or greater value, while maintaining the theme and quality of your hamper.

2. Personalized Orders

Every hamper is made-to-order and personalized just for you. For this reason, orders cannot be returned, exchanged, or refunded once production has begun.

Please read all descriptions carefully before confirming your order. We’re here to help if you have questions or special requests — reach out before placing your order.

3. Payment Policy

Orders are only confirmed once full payment is received and reflects in our account.
We accept secure payments via:

• PayFast (Debit/Credit Card, Instant EFT, Capitec Pay, SnapScan, Masterpass, Mobicred, Zapper)
• Direct EFT or Bank Deposit (details provided at checkout)

⚠️ Please note: We cannot start preparing your hamper or order until funds are confirmed on our side. Proof of payment alone does not guarantee immediate processing.

4. Order Processing Times

• Standard orders: Require at least 12 – 48 hours from confirmation of payment.
• For next-day delivery(Appear as Same day Delivery on check out), orders must be paid by 4:00 PM the day before.
• Orders placed after 4:00 PM will be processed on the following working day.

5. Deliveries

• Weekday deliveries are done via reliable third-party couriers.
• Hand deliveries can be arranged for weekends by prior arrangement.
• We are not liable for courier delays, incorrect delivery addresses, or if the recipient is unavailable.
• Additional charges may apply for re-deliveries.

6. Refunds & Store Credit Policy

Because every order is personally created just for you, we apply the following refund terms:

a. Before Production Begins

If you request a cancellation before we begin working on your order, we can offer:

• Store credit equal to your full order value, OR
• A partial refund, less a 5% admin/processing fee, which option will be available to you is at our discretion.

b. After Production Begins

Once we’ve started creating your hamper or print-on-demand item, no refunds or cancellations can be made, regardless of reason.

This includes:

• Customer booking errors
• Incorrect product selections
• Not reading item descriptions
• Missed delivery timeframes due to incorrect info or recipient unavailability

c. Store Credit Terms

Store credit can be used toward any future purchase and does not expire.
No cash refunds are issued for store credit.

7. Returns & Exchanges

Due to the custom and perishable nature of our products:

• Returns are not accepted unless there’s a proven defect or error on our part.
• We do not offer exchanges for customer errors or change of mind.
• If an item arrives damaged and was hand-delivered by us, we will replace or refund.

Print-on-Demand Orders:

All POD items are final sale unless defective.
We are not responsible for incorrect sizing, design, or color selected at checkout.

8. Reporting Damages or Errors

If you receive a damaged or incorrect order:

• Report the issue within 24 hours of delivery.
• Provide clear photographs and a detailed description.
• Only the person who placed the order may lodge the complaint.

9. Allergies & Dietary Information

Some products may contain allergens such as nuts, dairy, or gluten.
It is the customer’s responsibility to notify us of any allergies or restrictions at the time of order. Hamper Hub ZA will not be held liable for allergic reactions.

10. Intellectual Property

All content, images, product designs, and branding are the property of Hamper Hub ZA and may not be copied, used, or reproduced without written consent.

11. Right to Refuse Service

We reserve the right to refuse or cancel orders that are:

• Inappropriate or abusive
• Logistically unserviceable
• In breach of our terms and conditions

12. Courier Delivery Options – The Courier Guy

Hamper Hub ZA utilizes The Courier Guy (TCG) for deliveries across South Africa. By placing an order, you agree to the following delivery terms:

🕒 Delivery Services & Timeframes

Local Deliveries (Gauteng and surrounding areas):

• LSX – Local Late Same Day Express: For orders placed and confirmed before the daily cut-off time (12h00), delivery is completed within 90 minutes on the same day.
• LSE – Local Same Day Economy: Orders confirmed before 14h30, are shipped & delivered the next day.
• LOX – Local Overnight Parcel: Orders completed before 12:00 PM are Shipped the next business day.

Regional Deliveries:

• OVNR – Overnight Regional: Expected delivery within 2–3 business days.
• ECOR – Economy Regional: More affordable option with delivery within 3–5 business days.

National Deliveries:

• OVN – Overnight: Delivery within 1–2 business days.
• ECO – Economy: Delivery within 3–4 business days.

📦 Delivery Conditions

• Deliveries are calculated based on postal code and address accuracy. Incorrect or incomplete addresses may cause delays.
• Orders are dispatched after payment confirmation and during working business hours.
• Delivery cost is determined by order weight, volume, and distance, in accordance with TCG’s pricing model.

❗ Exceptions

• No deliveries are made on weekends or public holidays unless special arrangements are confirmed in advance.
• In the event of unforeseen delays (e.g., weather, road closures), we will communicate via email or phone.

12. Policy Updates

Hamper Hub ZA reserves the right to update or change these terms at any time. Updated terms will be posted to our website with a new effective date.