Terms &
Conditions.

About these terms

House of Palay is an online retail store. The words “House of Palay”, “we”, “us” and “our” refer to the business operating this website.

By using this website or placing an order with us, you agree to these Terms and Conditions together with any other policies displayed on our website.

If any part of these terms conflicts with a consumer right that applies under South African law, the applicable law will take priority.

Business information

Trading name: House of Palay

Owner / operator: Palisa Tumane

Physical business address: 883 Monamodi Street, Qalabotjha, 9840, South Africa

Email: houseofpalay@gmail.com

Telephone / WhatsApp: 082 488 5007

Website: houseofpalay.co.za

Country of domicile: South Africa

Transaction currency: South African Rand (ZAR)

Products & availability

House of Palay sells beauty, fashion, hair, fragrance and related lifestyle products through our online store.

We take reasonable care to keep product descriptions, images, sizes, colours and prices accurate. Colours may appear slightly different depending on the customer's screen or device.

Products remain subject to availability. Adding an item to a shopping bag does not permanently reserve the item.

If an item becomes unavailable after payment, we will contact the customer and provide an appropriate replacement, alternative or refund in accordance with applicable law.

Pricing & payment

All prices on House of Palay are displayed in South African Rand (ZAR). Any delivery or other applicable charge will be shown or communicated before payment is completed.

Customers may pay using the payment methods displayed during checkout. Online payments may be processed through PayFast payment provider displayed on the website.

An order will generally only be processed once payment has been successfully confirmed.

Orders

Customers are responsible for checking their name, contact details, products, quantities, sizes, colours and delivery information before completing checkout.

Customers should keep their order number and proof of payment as a record of the transaction.

House of Palay may refuse or cancel an order where there is suspected fraud, an obvious pricing or product error, an unavailable product or another lawful reason. Where a paid order is cancelled by House of Palay, any amount due to the customer will be refunded.

Delivery policy

House of Palay delivers within South Africa, subject to the delivery areas and options available during checkout.

Unless a different timeframe is displayed or communicated, we aim to deliver orders within approximately 3 to 7 business days after payment has been confirmed and the order is ready for fulfilment.

Business days exclude Saturdays, Sundays and South African public holidays.

Delivery charges

Where a delivery fee applies, the amount will be displayed or communicated before payment. House of Palay may offer free delivery in selected areas. Customers must provide an eligible address to qualify.

Delays and delivery details

Delivery estimates can be affected by courier delays, public holidays, severe weather, high order volumes, incorrect delivery details, remote-area delivery or circumstances outside our reasonable control.

Customers must provide a complete and accurate delivery address and a contact number where they can be reached. Reasonable additional delivery charges caused by incorrect information or a customer-requested change after dispatch may be charged where applicable.

Cancellation policy

Before dispatch

A customer may request cancellation of an order before the order has been dispatched. Please contact us as soon as possible and provide the order number and the contact information used when placing the order.

If the cancellation is accepted and payment has already been received, the refund will be handled under the Refund Policy below.

After dispatch

Once an order has been dispatched, we may no longer be able to stop or cancel the delivery. This does not remove any statutory cooling-off, return, refund or other consumer right that may apply after delivery.

Returns & exchanges

Customers may request a return or exchange of an eligible product within 7 days after receiving the product, subject to these terms and any rights provided by law.

General return requirements

Unless an item is defective, damaged, incorrect or otherwise protected by law, an item being returned or exchanged should:

• be unused and unworn;
• be in its original condition;
• have its original tags, seals and packaging where applicable;
• not have been washed, altered or damaged by the customer; and
• include proof of purchase or the House of Palay order number.

Customers must contact House of Palay before returning an item so that return instructions can be provided.

Size exchanges

House of Palay allows size exchanges on eligible clothing and fashion items, including gym wear, provided the replacement size is available.

Size exchange items must normally be unworn, unused and unwashed and should retain their original tags and packaging.

For a voluntary size or change of mind exchange, the customer may be responsible for reasonable return and redelivery costs. Where House of Palay supplied the wrong size or product, House of Palay will carry reasonable return and replacement delivery costs where required.

Beauty & hygiene products

For health, hygiene and safety reasons, certain personal-use and beauty products may not be eligible for a change of mind return once they have been opened, worn, used, tested or had their hygiene seal broken, where applicable law permits this restriction.

This may include:

• eyelashes and lash products;
• nail products;
• hair and hair related products;
• perfumes, fragrances or cosmetics that have been opened or used; and
• other personal-use or hygiene sensitive products.

Damaged, incorrect or missing goods

Customers should inspect their order as soon as reasonably possible after delivery. If an order arrives damaged, contains the wrong product or has a missing item, please contact us as soon as possible.

Please provide:

• the order number;
• the customer's name and contact details;
• a description of the problem; and
• clear photographs or other reasonable evidence where appropriate.

Where House of Palay confirms that an incorrect or damaged item was supplied, our normal practical solution may be to exchange it for the correct or undamaged item where stock is available. This does not limit any additional remedy the customer may be entitled to under applicable consumer law.

Defective goods

House of Palay aims to supply goods that are of acceptable quality, reasonably suitable for their intended purpose and free from defects as required by applicable South African consumer law.

The 7-day return period in these terms does not replace a customer's statutory rights relating to defective, unsafe or poor-quality goods.

Where applicable consumer law gives the customer a right to a repair, replacement or refund, House of Palay will provide the remedy required by law.

A return may be refused where damage was caused by misuse, negligence, incorrect care, unauthorised alteration or normal wear and tear rather than a defect.

Refund policy

Where a refund has been approved, House of Palay aims to initiate the refund within 4 business days after cancellation has been approved or, where an item must be returned, after the return has been received and reasonably assessed.

The time it takes for the money to appear in the customer's account can depend on the bank, card issuer or payment provider and may be outside House of Palay's control.

How refunds are paid

Where reasonably possible, an approved refund will be returned using the original payment method. Where that is not reasonably possible, House of Palay may arrange an EFT refund to a verified South African bank account supplied by the customer.

For security purposes, House of Palay may request reasonable information to verify the customer before processing an EFT refund.

Cooling-off rights

Where a statutory cooling-off right applies to an electronic transaction, House of Palay will honour that right subject to any lawful exceptions and conditions that apply to the particular goods.

Privacy & payment security

House of Palay may collect personal information reasonably required to process orders, receive payments, arrange delivery, provide customer support, prevent fraud and comply with legal obligations.

This may include a customer's name, email address, phone number, delivery address and order information.

Personal information may be shared with service providers such as payment processors, couriers and technology providers only where reasonably necessary to provide the requested service or where permitted or required by law.

Where payment is made through PayFast payment provider, the payment transaction may be processed on that provider's secure systems. Customers should never send passwords, PINs or full card-security information to House of Palay through email, WhatsApp or social media.

For full details about what information we collect, how we use it, service providers, browser storage and your privacy rights, please read our Privacy Policy.

Complaints & disputes

If a customer is unhappy with an order or service, we encourage the customer to contact House of Palay first so that we can try to resolve the matter directly.

Please include the customer's name, order number, contact information and a clear explanation of the complaint.

Nothing in these terms prevents a customer from approaching an appropriate consumer protection body, ombud, tribunal, court or other dispute-resolution forum where permitted by law.

Governing law & updates

These Terms and Conditions and transactions concluded through House of Palay are governed by the laws of the Republic of South Africa.

House of Palay may update these terms from time to time to reflect changes to the business, services or legal requirements. The current version will be published on this page together with the date it was last updated.

Contact House of Palay

For questions about an order, delivery, cancellation, return, exchange, refund or these Terms and Conditions, please contact us.