Complaints and Dispute Procedure

1. How to submit a complaint

You can submit a complaint using the contact details on the Legal Contact page. We encourage you to contact us first so we can try to resolve the matter directly.

2. Required information

To help us investigate, please include:

Your name and membership or contact details
Your order number, where relevant
A clear description of the complaint
Any supporting evidence, such as photographs
The outcome you are seeking

3. Acknowledgement target

We aim to acknowledge complaints within [DETAIL TO BE CONFIRMED]. This target may be updated as our processes are confirmed.

4. Investigation process

We will review the complaint, gather relevant information and, where necessary, contact you for further detail.

5. Proposed resolution

We will propose a fair resolution based on our findings and applicable law, and explain the reasons for our decision.

6. Escalation

If you are not satisfied with the outcome, you may ask for the matter to be escalated for further review.

7. Consumer-regulatory rights

Nothing in this procedure limits your rights under applicable South African consumer law, including any right to approach the relevant consumer authorities.

8. POPIA complaints

For privacy-related complaints, you may contact our Information Officer and you also have the right to complain to the Information Regulator of South Africa.