Customer Service
- Terms and Conditions
- Order Acceptance Policy
- Typographical Errors
- Product Availability
- Shipping and Delivery
- Back Order items
- Out of Stock items
- Payment
- Warranty
- Returns & Replacements
- How To Contact Us
- Terms and Conditions
- The following terms and conditions govern your use of this Site and the purchase of products by you through this Site. By using this Site, placing an order with us, you are indicating your acceptance of the following terms and conditions (the "Terms and Conditions"). The Terms and Conditions shall supplement any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by us. We reserve the right to make changes to this Site and these Terms and Conditions at any time.
- Order Acceptance Policy
- Payment shall be made by a credit card or Bank Transfer. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of the order or our offer to sell. We reserve the right, without prior notification, to accept or decline your order or limit the order quantity for any reason. For credit card payments, such payment is subject to the approval of the financial institution issuing the credit card and we shall not be liable in any way if such financial institution refuses to accept or honour the credit card for any reason. We may require, at our option, that any order placed over certain rand amounts receive our pre-approval. We also may require additional verification or information before accepting any order.
- Typographical Errors
- In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card has been charged. If your credit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to your credit card account in the amount of the charge
- Product Availability
- We cannot guarantee product availability and products, nonetheless, these items may not be available for immediate delivery. We reserve the right, without liability or prior notice, to revise, discontinue, or cease to make available any or all products or to cancel any order. If there is any revision, discontinuance, or cessation, we may, in our discretion, ship products which have substantially similar functionality and specifications to the products ordered or cancel your order.
- Shipping and Delivery
- Shipment of all products ordered via Soul Candi is done from Candi House. in Johannesburg South Africa. Soul Candi uses various courier companies not responsible for any shipping problems and shall not be held liable for any "reasonable" delay beyond our advertised delivery time-frames. Shipment usually takes up to 10 business days for delivery on local shippments & up to 30 days on International shippments. Shipping timeframes are once the order has been processed. Due to high demand, order processing can take 1 to 3 business days.
- International delivery
- All international deliveries are subject to the import and custom laws of that country and Soul Candi cannot be held responsible if a parcel or item is detained or confiscated due to these laws. In African countries, delivery is only made to the post office only. International deliveries (incl United Kingdom; excl Africa) are delivered via Airmail.
The following items are not delivered outside South Africa:- Heavy items or parcels (+10kg)
- Technology, Electronic, Audiovisual or Digital merchandise
- Jewellery, Watches, and Sunglasses
- Back Order items
- Please feel free to order products indicated as "Back Ordered", but keep in mind that we will not deliver within typical shipping time-frames, nor can we set expectations of delivery time-frames, at time of order
- Out of Stock items
- Do not place orders for items marked "OUT OF STOCK". These orders will be automatically cancelled.
- Payment
- Payment for all items purchased via Soul Candi is Credit Card or Bank Transfer only. Credit Cards accepted are Mastercard & Visa.
- Warranty
- All products carry a manufacturer’s guarantee and this may vary according to the brand. Feel free to contact us should you require more information on a specific manufacturers guarantee.
- Returns & Replacements
- All products sold by Soul Candi are covered by a 7 day Guarantee against defects. Items may be returned for refund or replacement subject to manufacturer and/or bSoul Candi restrictions.
Please note that returns will not be accepted if the items returned are not in the complete original packaging including but not limited to, box, accessories etc.
Only Defective items may be returned for refund or replacement subject to the following restrictions:
1. All products must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories.
2. Certain items are non-refundable.
3. Certain hardware items and all custom/special orders may only be returned for replacement and not for refund.
4. Upon receiving the returned faulty item/s, we will send it to our supplier for testing and should the product be defective our supplier will repair or replace. Any returns found to be non-defective are subject to a restocking fee of 15%.
5. All non product related fees (shipping, transaction and insurance) are not refundable.
6. If unopened goods are returned within 7 days, you will receive a refund excluding transport costs. Please note that if goods are opened and still in working order you will be charged a handling fee of 15%.
7. No returns will be accepted after 7 working days and will be treated as warranty - How To Contact Us
- If you have any concerns or questions please do not hesitate to contact us via telephone +27 (0) 11 689 7900 or email us at onlinesupport@soulcandi.co.za
--> Payment of all items purchased via the Soul Candi is credit card, PayPal or Bank Transfer only. Credit cards accepted are VISA, Mastercard and American Express.
