Terms of Service

Who we are

Khalala (Pty) Ltd ("Khalala", "we", "us") is the retailer and platform operator for purchases made through www.khalala.co.za and personalised Khalala Store Owner storefronts hosted on Khalala subdomains. A Store Owner markets a personalised storefront and selects products from Khalala's catalogue to feature, but Khalala remains responsible for the underlying retail transaction, including product pricing, payment processing, fulfilment, delivery coordination, statutory returns and refunds.

These Terms apply to every customer purchase made through a Khalala storefront.

Products and pricing

Prices are shown in South African Rand and may change before an order is placed. The price charged is the price displayed at checkout when the order is submitted.

Fragrance products described as "Inspired by" a well-known scent are independent compositions and are not represented as the referenced branded fragrance. Khalala is not affiliated with or endorsed by the referenced brand unless expressly stated.

Crystals included with some products are provided for traditional or cultural associations only. Khalala does not make therapeutic or medical claims about them.

Orders and payment

Orders are placed through Khalala's checkout and payment is processed through Paystack. An order is confirmed after successful payment and Khalala sends an electronic confirmation. Khalala may refuse or cancel an order where stock is unavailable, a price or product error is material, payment is not valid, or fraud is reasonably suspected. If Khalala cancels a paid order, the affected amount will be refunded.

Store Owner storefronts

A personalised Store Owner storefront is a marketing and product-selection channel within the Khalala platform. The Store Owner may promote products and assist a customer by referring an operational query to Khalala, but the Store Owner is not authorised to change an order, approve a refund, guarantee delivery or make commitments on Khalala's behalf.

Purchasing through a particular Store Owner storefront allows Khalala to attribute the qualifying sale to that storefront for Store Owner Earnings. It does not increase the customer's product price.

Delivery

Available delivery or collection options and applicable charges are shown at checkout based on the order and destination. Delivery timeframes are estimates unless Khalala expressly agrees otherwise. Khalala remains responsible for coordinating fulfilment and delivery with its service providers.

Returns, refunds and cancellations

Online cooling-off rights and exclusions apply as provided by the Electronic Communications and Transactions Act and other applicable law. Where a statutory cooling-off right applies, the customer may exercise it within the applicable period, subject to lawful exclusions and responsibility for direct return costs where permitted.

For goods that fail to meet the quality standards or implied warranty requirements of the Consumer Protection Act within the applicable statutory period, the customer retains the remedies provided by law, including the right to choose the applicable statutory remedy where the CPA gives that choice.

Customers are encouraged to report goods damaged in transit as soon as reasonably possible and, where available, provide photographs so Khalala can investigate with the courier. A failure to report within a short operational window does not remove statutory rights.

An order may be cancelled for a full refund before dispatch where Khalala can reasonably stop fulfilment. Once dispatched, the applicable return process must be followed.

Approved refunds are returned through the original payment channel where reasonably possible. Bank/payment-provider processing times may affect when the refunded amount appears.

Accounts and security

Creating a customer account is optional unless a particular platform feature requires one. Customers are responsible for keeping their login credentials secure and should notify Khalala promptly of suspected unauthorised access.

Privacy

Khalala processes personal information in accordance with the Khalala Privacy Policy and POPIA. Where a purchase is attributed to a Store Owner storefront, limited information may be made available to that Store Owner where reasonably necessary for authorised storefront reporting, marketing or support and where lawful.

Liability

Nothing in these Terms excludes or limits a right or remedy that cannot lawfully be excluded under the Consumer Protection Act or other applicable law. To the extent permitted by law, Khalala is not liable for indirect or consequential loss that was not reasonably foreseeable from the relevant transaction.

Changes to these Terms

Khalala may update these Terms from time to time. The version applicable to a purchase is the version in effect when that order is placed, unless mandatory law requires otherwise.

Governing law and contact

These Terms are governed by the laws of South Africa.