Terms and Conditions

Definitions

• “Terms” means these website terms of use, any specific terms, the privacy policy and any other terms, policies or notices agreed between you and CULINARY DIRECT.

• “we”, “us” or “CULINARY DIRECT” means CULINARY DIRECT (Pty) Ltd, trading as CULINARY DIRECT.

• “Website” or “CULINARY DIRECT website” means www.culinarydirect.co.za.

• “you” or “user” means any person who visits, accesses or uses the website.

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Limited License

As a user, CULINARY DIRECT grants you a limited, non-transferable, revocable license to access and use the website subject to these Terms.

• This license does not extend to the website’s source code or to the source code of any software or computer program forming part of the website.

• You may only use the website for personal, non-commercial purposes, including:

  • viewing the website;

  • providing information to the website;

  • downloading product information for your review;

  • purchasing goods or services from the website.

You may only use the website if, in terms of South African law, you have the legal capacity to agree to these Terms.

You may only link to the website by linking to its home page.

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Customer Obligations

You, the customer, agree and acknowledge that:
1.1 You will at all times comply with applicable laws, including the Consumer Protection Act, the National Credit Act (if applicable), and any other relevant legislation.
1.2 You will provide all mandatory information requested.
1.3 You will take reasonable steps to ensure that all information submitted is accurate, up-to-date, relevant, complete and valid.
1.4 You authorise CULINARY DIRECT to use such information and, where necessary, make it available to associated partners to provide the services offered, subject to the Protection of Personal Information Act 4 of 2013 (POPIA).

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Data & Information We Collect

As a visitor or user, you agree that we may electronically collect, store and use the following information:

Usage Details (automatically collected)

• IP address, browsing habits, click patterns, version of software installed, system type, language settings, cookie preferences, and content accessed on the website.

• Paths taken and time spent on pages/sites within the website.

Optional Details (voluntarily provided)

• Demographic information.

• Social media details.

• Information relating to participation in competitions, promotions, surveys or additional services.

Registration & Transaction Details

• Personal information (name, surname, birth date, gender, ID/passport number, nationality, country of residence).

• Contact details (email address, mobile number, home and delivery address, billing address).

• Credit or debit card details (cardholder name, number, expiry date) for transaction purposes.

Cookies & Tracking

• When you access the website, we may send cookies (small text files) to your device to collect certain usage information.

• We use both session cookies (which disappear when you close your browser) and persistent cookies (which remain until deleted manually).

• You can disable cookies in your browser settings, though this may affect site functionality.

• We may use tracking technologies such as web beacons (single-pixel gifs) in our website or HTML emails to compile anonymous usage information. These do not collect personally identifiable information.

CULINARY DIRECT processes personal information in accordance with POPIA and takes all reasonable steps to protect user data.

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Use of Information

We may use the information collected to:
2.1 Validate and verify your identity for security and transaction purposes.
2.2 Provide you with the latest version of the CULINARY DIRECT website or app.
2.3 Remember your information for future visits.
2.4 Monitor overall website usage metrics.
2.5 Track entries, submissions and activity in promotions or competitions.
2.6 Fulfil transactions, process payments, and comply with legal obligations.
2.7 Contact you about your orders, account, or — with your consent — promotions and special offers.

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User Restrictions

You may not:

• Provide false or misleading information.

• Copy, change, decompile, or reverse engineer the website.

• Sell, lease, assign or distribute any part of the website without our consent.

• Use spiders, crawlers or other malicious search technology.

• Frame any pages of the website.

• Deep-link in a way that misrepresents ownership.

• Post or submit any unlawful, defamatory, offensive, harassing, obscene, or otherwise inappropriate content in interactive sections of the website.

CULINARY DIRECT does not exercise editorial control over user submissions. You submit all information, including pictures or articles, at your own risk and responsibility. CULINARY DIRECT is not liable for damages resulting from user submissions.

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Users Under 18

• The website is not directed at children under 18.

• CULINARY DIRECT does not knowingly collect personal information from children.

• No transaction will be concluded with a person under 18 unless written consent is provided by a parent or guardian.

• CULINARY DIRECT reserves the right to request proof of identity before concluding any transaction.

• If we become aware that we have collected information from a child without proper consent, we will delete it.

• Your continued use of the website confirms that you are 18 years or older.

• Completion of Sale
  • A sales order is only deemed complete once:
    • you have completed the purchase cycle;
    • payment has been authorised and confirmed; and
    • delivery of the goods has taken place.
  • We will confirm your purchase order with you via your specified email address.
• Shopping Cart and Wish List
  • Placing a product in your shopping cart or wish list does not constitute a sale.
  • Products, prices, and quantities are not reserved until the purchase cycle is completed.
  • If you complete the purchase cycle at a later stage, CULINARY DIRECT cannot be held liable to honour previous prices or availability if they have changed in the meantime.
• Stock Availability
  • CULINARY DIRECT uses reasonable efforts to ensure that advertised stock is available at the displayed price for the period specified.
  • While we strive to minimise out-of-stock situations, there may be instances where our brand distributors advise that stock is available, but when an order is placed it is later confirmed to be unavailable.
  • In such cases, we will:
    • take all reasonable steps to source the purchased product at the advertised price; or
    • notify you of an equivalent product option; or
    • inform you of expected delivery delays if sourcing is required.
  • If none of these options are acceptable to you, you may opt for a full refund in terms of our termination of sale process.
• Clearance Campaigns
  • Clearance or promotional campaigns may be run from time to time where stock is available in limited quantities.
  • Once clearance stock is sold out, CULINARY DIRECT is not obliged to source additional stock or offer a similar or upgraded item, as the clearance sale will no longer be valid.

Refunds

• Refunds will be processed directly into your credit card or bank account.

• Refunds will be made within 30 working days, and always without undue delay, as required by law.

• The refund process will only begin once returned goods have been received and inspected.

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Returns

Goods may only be returned in terms of the Consumer Protection Act, 68 of 2008 (CPA).

1. Change-of-Mind / Discretionary Returns

   • If you are entitled by law (e.g. cooling-off rights) or if we accept a voluntary return, goods must be in their original condition and packaging.

   • A reasonable handling fee of up to 15% may apply where goods are not returned in their original condition.

   • Return shipping costs for change-of-mind returns are for the customer’s account.

2. Non-Returnable / Non-Refundable Items

   • Delivery and/or installation costs

   • Digital content

   • Goods that have been damaged, abused, disassembled, permanently installed, or altered contrary to instructions

3. Defective Goods

   • In terms of section 56 of the CPA, all goods carry a six-month implied warranty against defects.

   • If goods are found to be unsafe, defective, or fail to meet the standards in section 55, you are entitled to return them to us at our expense and choose one of the following:

     • Repair the goods

     • Replace the goods

     • Receive a refund for the purchase price

   • If we determine the goods are not defective (e.g. misuse, wear and tear), you will be liable for the collection and re-delivery costs.

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Cooling-Off Period for Online Sales

• In terms of the Electronic Communications and Transactions Act (ECTA), you may cancel any online sale within 7 days of receiving goods.

• We extend this right to 10 days for your convenience.

• If delivery is delayed beyond the promised timeframe (or 30 days where none is specified), you may also cancel and request a refund.

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Clearance & Unboxed Items

• Clearance and unboxed items are sold “as is” and are not returnable for change-of-mind.

• However, statutory rights still apply: if such goods are defective within six months, you are entitled to repair, replacement, or refund as set out in the CPA.

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Warranty Terms

• All goods carry the statutory implied warranty and, where applicable, a manufacturer’s warranty which runs concurrently.

• The warranty does not cover defects arising from:

  • Misuse, neglect, abuse, or failure to follow instructions

  • Incorrect installation, electrical supply, plumbing or wiring faults

  • Normal wear and tear (e.g. batteries, filters, belts, bulbs)

  • Power surges, lightning, or acts of God

  • Unauthorised repairs or modifications

  • Cosmetic damage that does not affect functionality

• Certain products may carry a supplier-specific warranty. Please retain documentation and refer to the supplier’s warranty for details.

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Repairs & Service

• Repairs must be authorised by Culinary Direct and its appointed agents. If the appointed agent does not approve the repair, unfortunately Culinary Direct will not be able to proceed.

• Where goods are found to be defective under warranty, the cost of parts and labour will be covered.

• If no defect is found, or the defect is excluded from warranty, you will be responsible for collection and/or re-delivery charges.

• Please note: Culinary Direct does not collect items directly from customers. Customers must arrange their own drop-off or courier delivery. Alternatively, Culinary Direct can arrange collection and return at an additional fee.

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Customer Responsibility

• Customers are responsible for arranging the delivery of goods to and from Culinary Direct, either personally or through a courier of their choice.

• If Culinary Direct is requested to arrange collection and return, all applicable transport fees will be charged to the customer.

• Goods must be securely packaged to prevent damage during transit. Culinary Direct cannot be held liable for any damage that occurs during customer-arranged transport.

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Liability

• Culinary Direct will not be liable for consequential loss or damages except to the extent required by law.

• Your statutory rights under the CPA are not limited by this policy.

• VAT and Currency

  • All prices displayed on the website are inclusive of the current South African VAT and are quoted in South African Rands (ZAR).

  • Prices exclude the cost of delivery, which will be charged separately at checkout.

• Price Changes

  • Prices are subject to change at any time without prior notice.

  • CULINARY DIRECT takes all reasonable steps to ensure that the prices displayed are accurate and up to date.

• Price Discrepancies

  • If a price on the website differs from in-store pricing, the applicable price will be the lesser of the two, unless:

    • the lesser price is a clear error, and we have taken reasonable steps to correct it; or

    • the lesser price applies only to a specific promotion (e.g. online-only or branch-specific promotions). In such cases, promotional pricing will not be honoured outside the promotion channel.

• Errors and Corrections

  • If an incorrect price is displayed due to an error, we will correct it as soon as we are made aware.

  • If you have placed an order at the incorrect price, we will notify you and give you the option to:

    • pay the correct price; or

    • cancel the order and receive a full refund.

• Special Orders

  • Goods ordered on a special request basis (not regular stock items) may incur additional costs, which will be communicated to you prior to processing the order.

• Currency and Processing

  • All transactions are conducted in South African Rand (ZAR).

  • Payments are processed securely through our authorised Payment Solutions provider, using encrypted web services.

  • By making payment, you also agree to the Payment Solutions Terms and Conditions.

• Legal Capacity and Warranties

  • By submitting a sales order through the CULINARY DIRECT website, you warrant that:

    • you have the legal capacity to transact, or are duly authorised to do so;

    • if you are transacting on behalf of another person or business, you have their express permission to do so;

    • you are not acting in breach of the Consumer Protection Act, National Credit Act, or any other applicable legislation.

  • You indemnify CULINARY DIRECT, its directors, members, and employees from any claim or liability by third parties arising from your unauthorised use of our services.

• Accepted Payment Methods

  • Credit Card Payments: Only South African-issued Visa and Mastercard credit cards are accepted for online payments. When you complete the purchase cycle, we submit the payment details to your bank for authorisation. If authorisation is not received, we cannot complete your purchase cycle.

  • Direct Deposits (EFT): Direct deposits must be made in cash and in South African Rand only. No other currencies are accepted.

  • Cheque Payments: We do not accept cheque deposits.

1. Delivering Your Online Order

• Delivery is available throughout South Africa.

• Delivery will generally be made within 3–7 working days (Monday to Friday, excluding public holidays) after payment and order confirmation.

• Deliveries to outlying areas may take an additional 24 hours.

• Delivery service will only commence once payment has been confirmed, unless additional supporting documents are required.

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2. Delivery Fees

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3. Delivery Conditions

• Deliveries are made Monday to Friday to both business and residential addresses.

• No deliveries will take place on weekends or public holidays.

• If a delivery attempt is unsuccessful because no one is available to receive and sign, we will notify you and reschedule as soon as possible.

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4. Damaged, Faulty or Incorrect Deliveries

• If you receive damaged, faulty, or incorrect goods, please notify us within 24 hours of delivery.

• Goods must be inspected upon receipt. If you are not satisfied, endorse the waybill accordingly and reject delivery.

• If you accept the delivery, ensure any inconsistencies are noted on the delivery document.

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5. Incorrect Items or Quantities

• If the incorrect items or quantities are delivered, please notify us immediately.

• We will arrange collection of the incorrect items and deliver the correct items as soon as possible.

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6. Returns & Refunds

• Goods may be returned or exchanged provided:

  • You present the original receipt; and

  • Goods are in their original packaging and condition.

• If not in original packaging, a handling fee of up to 15% may be charged (per the CPA).

Non-returnable / Non-refundable Items

• Items specified as non-returnable.

• Delivery and/or installation costs.

• Damaged or abused items.

• Faulty or defective products after 14 days, unless covered under warranty (see below).

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7. Defective Products – CPA Six-Month Warranty

If your product becomes defective within the first six months after delivery, you may:

• Have the product repaired;

• Have the product replaced; or

• Receive a full refund.

In terms of section 56 of the CPA, this right applies to all products unless the defect is due to misuse, abuse, negligence, or normal wear and tear.

• If the product is inspected and found not to be defective, you will be liable for the handling and shipping costs (collection and re-delivery).

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8. Warranty Exclusions

The warranty does not cover defects caused by:

• Foreign objects or connection errors not part of the product.

• Misuse, negligence, abuse, or failure to follow instructions.

• Normal wear and tear.

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9. Refunds

• Refunds will be processed into your bank account within 30 working days of approval.

• If you do not receive your refund within 30 days, please contact us for assistance.

1. Intellectual Property Rights

• All materials published on the CULINARY DIRECT website, including but not limited to text, images, graphics, logos, designs, software, and databases, are protected by copyright and are owned or controlled by CULINARY DIRECT or the accredited content owner/licensor.

• Nothing in these Terms shall be construed as conferring, by implication or otherwise, any license or right under any copyright, trademark, database right, or other intellectual property of CULINARY DIRECT or any third party.

• All logos, names, and trademarks appearing on the website are the intellectual property of CULINARY DIRECT or are used under license.

• Reproduction of any content, in whole or in part, is strictly prohibited except for personal, non-commercial use.

• CULINARY DIRECT will take all necessary steps, including legal action, to enforce and protect its intellectual property rights.

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2. User Submissions (Excluding Personal Information)

• If you submit information to CULINARY DIRECT (e.g. via email, surveys, forums, product reviews, or registration forms), excluding your personal information (which is handled under our Privacy Policy), such information will not be treated as confidential.

• CULINARY DIRECT may freely reproduce, use, disclose, and distribute such submissions without limitation.

• CULINARY DIRECT may also use any ideas, concepts, know-how, or techniques contained in such submissions for any purpose, including but not limited to:

  • developing new products,

  • improving services,

  • manufacturing,

  • marketing.

• By submitting such information, you grant CULINARY DIRECT a royalty-free, perpetual, worldwide license to use it in connection with its operations, products, or services.

• You consent to CULINARY DIRECT’s right to publish or incorporate such submissions into its business activities without liability or compensation to you.

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3. Personal Information

• Personal information is excluded from the above provisions and will be collected, processed, and stored strictly in accordance with the CULINARY DIRECT Privacy Policy and the Protection of Personal Information Act 4 of 2013 (POPIA).

Returns, Warranty & Exclusions

1. General Return Terms

• Goods may only be returned in terms of the Consumer Protection Act, 68 of 2008 (CPA).

• If you are entitled in law to return goods, a handling fee of up to 15% of the value of the goods may be charged where the product or packaging is not returned in its original purchase condition.

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2. Non-Returnable / Non-Refundable Items

2.1 Delivery and/or installation costs.
2.2 Pre-paid cards.
2.3 Digital content.
2.4 Any damaged or abused items.
2.5 Computer and gaming software, speakers, CDs, DVDs, and Blu-ray discs, unless found to be defective at the time of purchase.

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3. Returns Not Accepted

We will not accept returns where:

• the consumer has been allowed to inspect the goods before purchase and subsequently changes their mind;

• the goods have been damaged through negligence;

• the goods have been disassembled, permanently installed, physically altered, used or installed contrary to instructions;

• the goods have been subjected to misuse or abuse.

Goods are sold for domestic use only, and normal wear and tear is excluded from return rights.

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4. CPA Rights to Return Goods

All goods carry an implied warranty under the CPA, which gives consumers the right to return defective goods (s20, s56). CULINARY DIRECT is obliged to accept the return of unsafe or defective goods within six months of delivery.

Consumers may also return goods if:
4.1 Within 10 days, the goods are unsuitable for a particular purpose that was expressly communicated (s55(3)).
4.2 The consumer did not examine the goods and rejected delivery for reasons in s19(5).
4.3 The goods delivered were mixed with items not ordered (s19(8)).

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5. Cooling-Off Rights for Online Sales

• You may cancel any sale concluded on this website within 10 days after receipt of the goods and receive a refund.

• You may also cancel where delivery is delayed beyond the stipulated timeframe (or beyond 30 days where none is specified).

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6. Remedies for Defective Goods

If goods become defective within six months after delivery, and after inspection are confirmed to be defective, you are entitled to:
6.1 Have the goods repaired; or
6.2 Have the goods replaced; or
6.3 Be refunded the purchase price.

If goods are inspected and found not to be defective, you will be liable for handling and shipping charges, including collection and re-delivery. You will also be liable if the defect arises from misuse, abuse, or negligence.

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7. Warranty Exclusions

The warranty does not cover defects caused by:
7.1 Use other than domestic use.
7.2 Failure to comply with installation, maintenance, or usage instructions.
7.3 Use of unauthorised accessories.
7.4 Incorrect or abnormal electrical or water supply.
7.5 Faulty wiring, electrical connections, or plumbing not supplied with the product.
7.6 Presence of foreign objects (e.g. hairpins in washing machines, hot food in fridges).
7.7 Neglect, misuse, or wilful abuse.
7.8 Cosmetic issues not affecting performance (e.g. discolouration, paint peeling, cracked handles).
7.9 Rust or corrosion.
7.10 Repairs or modifications by unauthorised persons.
7.11 Parts expected to wear out (e.g. batteries, filters, fuses, bulbs, belts, toners).
7.12 External causes beyond CULINARY DIRECT’s control (e.g. fire, flood, war, acts of God).
7.13 Design faults of the appliance.
7.14 Lightning strikes or power surges.
7.15 Misuse of speakers or other audio equipment.
7.16 Use of generic or refilled cartridges.
7.17 Loss, destruction, or damage arising from nuclear, radioactive or similar hazardous events.

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8. Liability Limitations

• CULINARY DIRECT will not be liable for maintenance, cleaning, blockages, infestation, or other issues that fall outside warranty cover.

• Work covered by a manufacturer recall will be dealt with by the manufacturer.

• Call-out charges will be for your account if no defect is found, or the defect falls outside warranty cover.

• CULINARY DIRECT will not, under any circumstances, be liable for consequential loss or damages, to the extent permitted by law.

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9. Repairs

• Repairs may only be carried out with prior authorisation from CULINARY DIRECT.

• If the fault is covered by warranty, we will cover parts and labour.

• If no defect is found, or the defect is excluded, you will be liable for call-out, collection, and re-delivery costs.

• Repairs are covered within a 60 km radius of the appointed service agent; beyond this, AA travel rates may apply.

• Authorised repairers reserve the right not to perform house calls in unsafe areas.

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10. Manufacturer & Supplier Warranties

Some products carry supplier-specific warranties. Please retain and refer to the supplier’s warranty documents, as they will apply alongside these Terms.

1. Electronic Communications

When you visit the CULINARY DIRECT website, you consent to receive communications from CULINARY DIRECT electronically. You agree that all agreements, notices, disclosures and other communications sent by CULINARY DIRECT satisfy any legal requirement that such communications be “in writing”, as contemplated in the Electronic Communications and Transactions Act, 25 of 2002 (ECTA).

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2. Customer Responsibility Before Delivery

• You are responsible for ensuring that goods purchased are fit for the purpose for which you intend to use them, are in excellent condition, and are free of any defects before accepting delivery.

• Before accepting delivery, you must confirm that the goods listed on your purchase order or till slip correspond in description, price and quantity with the goods received.

• You must ensure that you have read and understood all user manuals, product warnings, and safety instructions before installing or using any goods purchased.

• Proof of purchase must be retained for all warranty claims and returns, along with proof of any repairs authorised by CULINARY DIRECT.

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3. Measurements and Sizing

• You must confirm all necessary measurements and ensure that goods will fit into their intended location, including through doors, passages, or staircases.

• CULINARY DIRECT will not refund or replace goods that do not fit into your space where correct dimensions were provided prior to purchase.

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4. Goods Purchased for a Particular Purpose

• If you require goods for a specific purpose, you must disclose this to CULINARY DIRECT at the time of purchase.

• CULINARY DIRECT cannot be held liable where goods are purchased for an undisclosed particular purpose and later found unsuitable.

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5. Website Disclaimer

• The CULINARY DIRECT website is provided on an “as is” and “as available” basis. To the extent permissible by law, CULINARY DIRECT disclaims all warranties, including but not limited to warranties of title, merchantability, non-infringement, fitness for a particular purpose, and uninterrupted or error-free operation of the website.

• While we aim to provide accurate and timely information, we do not guarantee that all website content is always correct or up to date. Errors and corrections may be made at any time.

• Goods and services described on the website are available within the Republic of South Africa through the CULINARY DIRECT branch network, subject to availability.

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6. Product Images, Colours and Accessories

• CULINARY DIRECT has made every effort to display product images and colours accurately. However, the accuracy of colours depends on your device, and we cannot guarantee that your screen will reflect the true colour of the product.

• Unless expressly stated as part of a bundle or promotion, product images do not include compatible devices, accessories, or lifestyle items shown for presentation purposes.

• Where goods are temporarily unavailable or delivery is delayed, we will notify you and use our best efforts to fulfil your order as quickly as possible.

1. Introduction

1.1. We operate various social media communities on multiple social media services and are glad to have you as a community member.
1.2. We encourage you to publish content, share feedback, and interact with us and other members.

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2. Scope of This Policy

2.1. This policy applies to your conduct on any CULINARY DIRECT community hosted on any social media service.
2.2. “Social media” includes any digital platform, technology, or tool that allows one person to publish a message to many people at once in a public or semi-public forum.

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3. Community Views

3.1. While we encourage participation, the views expressed by community members are their own and do not necessarily reflect those of CULINARY DIRECT.

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4. Response Times

4.1. We will do our best to reply to your queries within a reasonable time.
4.2. We generally moderate our communities Monday to Friday, 08h00–17h00 (excluding public holidays).
4.3. Messages posted after hours, over weekends, or on public holidays may be responded to the next working day.
4.4. We are not liable for any failure to respond within a specific timeframe.

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5. No Endorsement

5.1. Our acknowledgement of your post (e.g. a “like” or “share”) does not mean that we endorse the content. We only endorse something if we explicitly state so in writing.

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6. Prohibited Conduct

6.1. Respectful debate is encouraged, but personal attacks are not allowed.
6.2. You may not engage in:

• Discrimination (e.g. racism, sexism, homophobia, or other prejudice).

• Hate speech (e.g. attacks on gender, ethnicity, religion, disability, or sexual orientation).

• Harassment (e.g. bullying, intimidation, or stalking).

• Trolling (e.g. deliberately sowing discord or publishing objectionable content).

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7. Prohibited Content

7.1. You may not post:

• Illegal content (e.g. child exploitation, pirated materials, copyright infringement).

• Harmful content (e.g. defamation, fraud, false statements).

• Offensive content (e.g. obscene material, pornography, deliberately shocking content).

• Impermissible content that contravenes codes, standards, or competition rules we subscribe to.

Competitions

7.2. Promotional competitions are run according to strict rules monitored by independent auditors. Rules are available on request or on our website.
7.3. You may not post:

• Unjustified outcries (e.g. false claims that competitions are rigged).

• Discriminatory objections (e.g. comments on winners based on race, gender, religion, etc.).

• Prohibited discussions (e.g. personal details of winners).

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8. Reporting Misconduct

8.1. You may report other members who breach this policy.
8.2. Reports must be made in good faith — misuse of reporting to censor legitimate discussion may itself be treated as a breach.

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9. Moderation

9.1. We may edit or remove any content published on our social media communities that we consider inconsistent with this policy.
9.2. We may also use filters to prevent certain prohibited content or keywords.
9.3. Examples of content that may be moderated:

• Irrelevant or off-topic material.

• Discriminatory, hateful, or harassing posts.

• Illegal, harmful, or offensive content.

• Prohibited competition-related content.

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10. Queries and Reinstatement

10.1. If your content is removed, you may request the reasons. We will do our best to provide them, but are not obliged to give detailed explanations.
10.2. Removed content will only be reinstated if there are compelling reasons to do so.

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11. Recourse for Breach

11.1. If you breach this policy, CULINARY DIRECT has absolute discretion to take appropriate action, which may include suspension or banning.

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12. Suspension and Bans

12.1. We may suspend your participation for a defined period.
12.2. If suspension is not possible on a platform, we may impose a permanent ban.
12.3. In extreme cases, you may be banned outright and indefinitely.
12.4. We may also suspend or ban related accounts we reasonably believe you operate.

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13. Appeals

13.1. If you are suspended or banned, you may appeal by following the process we provide.
13.2. Appeals will be reviewed fairly, but reinstatement is not guaranteed.

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14. Third-Party Links

14.1. Social media content may contain links to third-party websites.
14.2. These websites are not controlled by CULINARY DIRECT, and we are not responsible for their content.

Prohibited Conduct

Any person who delivers or attempts to deliver any damaging code to this website, or who attempts to gain unauthorised access to any page on this website, shall be prosecuted. CULINARY DIRECT will also claim civil damages should it suffer any damage or loss as a result.

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Login Credentials

You agree and warrant that your login name and password shall:

• be used for your personal use only; and
• not be disclosed to any third party.

You remain solely responsible for maintaining the confidentiality of your login details and for all activities that occur under your account.

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Website Security

You authorise CULINARY DIRECT to take all reasonable steps to maintain the integrity and security of the website, back-office applications, and related systems.

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Payment Security

• All credit card transactions are encrypted and processed securely by a trusted third-party payment supplier.
• CULINARY DIRECT does not store your credit card details and accepts no liability for any unauthorised use outside of its control.

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Verification

CULINARY DIRECT’s registration documents and the website’s registered domain name are verified by independent third parties, ensuring the site is authentic and secure.

1. Internal Resolution

• Should a dispute arise between you and CULINARY DIRECT out of or relating to these Terms and Conditions, you must first refer the matter to the Customer Relations Department of CULINARY DIRECT.
• We will attempt to resolve the matter within 1 (one) calendar month of receiving your complaint.

2. National Consumer Commission (NCC)

• If the matter is not resolved to your satisfaction within this period, you may submit your complaint to the National Consumer Commission (“NCC”), in accordance with the Consumer Protection Act, 68 of 2008 (CPA).

3. Arbitration

• If the dispute falls outside the jurisdiction of the NCC, it shall be referred to confidential arbitration in accordance with the expedited rules of the Arbitration Foundation of South Africa (AFSA).
• The AFSA rules, which govern such proceedings, may be downloaded from the official AFSA website.
• The arbitration proceedings shall be conducted in English and held in Johannesburg, South Africa, unless otherwise agreed.
• The decision of the arbitrator shall be final and binding on both parties.

1. Products, Prices & Stock Availability

1.1. All pricing displayed on the website is:

• Inclusive of current South African VAT,

• Displayed in South African Rand (ZAR) only, and

• Subject to change at any time without prior notice.

1.2. Stock Availability

• Stocks of all goods on offer are limited.

• CULINARY DIRECT will take reasonable steps to remove offers where stock is no longer available.

• If stock sells out after you have placed an order, CULINARY DIRECT will notify you and refund your payment, including delivery fees where applicable.

• We cannot supply products that are marked as “sold out”.

1.3. Errors

• Although we endeavour to accurately describe and display all products, some descriptions or photos may be generic.

• If you are dissatisfied with a product for this reason, you may return it within 7 days of delivery for a refund (see our Refund Policy).

• Where products/packaging are not returned in original purchase condition, a handling fee of up to 15% may apply (CPA-compliant).

1.4. Demo Units

• Demo units are shop-soiled or previously displayed items but are sold with the full supplier warranty.

1.5. Special Order Products

• Special order items must be paid in full before shipping.

• Delivery turnaround time is 3–5 working days.

1.6. Image Disclaimer

• Where products are displayed with compatible devices, these devices are excluded unless specifically identified as part of a bundle.

• Lifestyle imagery is used for display purposes only and does not form part of the sales offer.

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2. Agreements of Sale

2.1. Placing a product in a shopping basket or wish-list does not constitute an agreement of sale or an order.
2.2. CULINARY DIRECT may remove products from baskets where stock becomes unavailable.
2.3. A binding agreement of sale only comes into effect once:

• You electronically submit a completed order, and

• Payment is authorised or received by CULINARY DIRECT.

2.4. Termination of Sales & Cancellation of Orders

• By CULINARY DIRECT: We may refuse payment or cancel any sale (in whole or in part) to prevent suspected fraud. In such cases, only monies already paid will be refunded, with no further liability.

• By You: You may cancel a sale within 7 days of receipt (subject to CPA and handling fees of up to 15% if packaging is not intact). You may also cancel where delivery is delayed beyond the stipulated timeframe (or beyond 30 days if none was specified).

2.5. Collect & Pay In-Store

• Orders marked for collection must be collected within 48 hours after receiving a “Ready for Collection” email.

• Orders not collected within this timeframe will be cancelled.

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3. Amounts Payable by You

3.1. Prices: Displayed with each product. Sale/discounted prices are reflected where applicable.
3.2. Delivery Costs: Vary by product, weight, value, and delivery address. Current delivery fees are published on the website.
3.3. VAT: Charged at the prevailing South African rate on all local orders. VAT is not payable if both billing and shipping addresses are outside South Africa.
3.4. Import Duties: May be payable on international orders and are the responsibility of the recipient. CULINARY DIRECT cannot estimate such costs.
3.5. Errors: If products are offered at incorrect prices/delivery charges (including by negligence), CULINARY DIRECT is not obliged to honour such pricing but will refund any monies paid should you not wish to proceed at the correct pricing.

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4. Payment Methods

4.1. Credit Cards

• Only South African-issued Visa and MasterCard (3D Secure) credit cards are accepted.

• Orders are only processed once payment authorisation is received.

• MasterCard Cheque and Debit Cards are not accepted.

4.2. 3D Secure OTP

• For enhanced safety, all transactions require a One-Time Password (OTP).

• This protects your card against fraudulent use online.

4.3. Bank Deposits & EFT

• Full payment must be made within 48 hours of order placement.

• Failure to pay within this timeframe will result in cancellation.

• Payments must be in ZAR only. No cheques accepted.

• Your order number must be used as payment reference to avoid delays.

• Proof of payment must be emailed to websiteorders@[domain].co.za.

• Delivery timelines commence once funds reflect in CULINARY DIRECT’s bank account.

4.4. EFT Pro (via PayU)

• Transactions are processed directly through your bank.

• You will be redirected to your bank’s login and required to enter an OTP.

• PayU does not store your login details.

• Payments must be in ZAR only.

4.5. Masterpass

• By using Masterpass, you agree to Masterpass T&Cs.

• Queries relating to your Masterpass account must be directed to Masterpass directly.

• Returns are processed as per our Returns Policy (no cash refunds on Masterpass transactions).

4.6. Visa Checkout

• By registering, you agree to Visa Checkout T&Cs available at www.visa.co.za.

• CULINARY DIRECT is not responsible for Visa Checkout account queries or delays.

• Returns are processed under our Returns Policy.

• For limited stock promotions, we recommend existing Visa Checkout users only, as stock cannot be guaranteed pending new account registration.