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Créatif Helderberg:

Terms,Shipping & Customer Policies

Welcome to Créatif Helderberg (creatifhelderberg.co.za). We create beautiful, custom laser-cut products and offer premium decor hire services. Below you will find our comprehensive terms, shipping, returns, and privacy policies. By using our website or placing an order, you agree to these terms.

 

1. TERMS & CONDITIONS

 

Introduction

These Terms and Conditions govern your use of our website and the purchase or hire of any items from Créatif Helderberg. We are based in Somerset West, South Africa, and serve both local and international clients.

 

Custom and Bespoke Orders

A significant portion of our products are custom-made or personalized using precision laser-cutting technology.

  • Design Approval: For all personalized or custom orders, a digital design proof will be sent to the email address provided during checkout. It is the customer's responsibility to thoroughly check spelling, layout, and dimensions. Once approval is given via email or through our ordering system, the design is locked. We take no responsibility for errors approved by the customer.

  • Lead Times: Custom manufacturing takes approximately 5–7 working days from the date of final design approval, prior to shipping. International custom orders may require additional processing time.

 

Decor Hire / Rental Services

Certain items on our website are strictly for hire/rental within designated regions (such as the Western Cape, South Africa) and are not available for purchase.

  • Hire items are clearly marked as "Decor Hire" or "Rental."

  • These items are subject to separate rental agreements, refundable breakage deposits, and specific delivery/return logistics, which will be confirmed at the time of booking.

  • Rental items are strictly unavailable for international shipping.

 

International Orders & Customs

We welcome international clients. Please note that for orders shipped outside of South Africa:

  • Prices do not include destination import duties, taxes, or customs fees.

  • The recipient is entirely responsible for paying any local customs fees or import taxes levied by their country's customs authority upon arrival.

 

Governing Law

These terms are governed by and construed in accordance with the laws of the Republic of South Africa.

 

2. REFUND & RETURNS POLICY

At Créatif Helderberg, we take immense pride in the quality of our laser-cut products and gifts. Because our inventory consists of both custom-made pieces and standard retail items, our policy is structured as follows:

 

Custom and Personalized Items

In accordance with South African Consumer Protection laws and international e-commerce standards, we do not accept returns, exchanges, or refunds on custom-made, personalized, or bespoke items unless there is a structural manufacturing defect or an error made on our part that deviates significantly from your approved design proof.

Standard (Non-Custom) Items

 

For our standard, non-personalized products:

  • You have 14 days from the date of delivery to request a return.

  • To be eligible, the item must be unused, in its original packaging, and in the exact condition you received it.

  • Return Shipping: The customer is responsible for paying the shipping costs for returning non-defective items. Shipping costs are non-refundable.

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Damaged or Defective Items

If your item arrives damaged during transit or possesses a clear manufacturing defect, please notify us immediately.

  • Contact us at info@creatifhelderberg.co.za within 48 hours of receiving the package.

  • Please include your order number and clear photographs of the damage/defect and the packaging.

  • If a defect is verified, we will arrange for a replacement to be manufactured and couriered to you at no additional cost, or issue a full refund.

 

International Returns

Due to the high cost of international logistics, all international sales (outside of South Africa) are considered final. If an international order arrives damaged, please submit photo evidence within 48 hours so we can issue a replacement or store credit.

 

3. SHIPPING & DELIVERY POLICY

We ship our laser-cut creations across South Africa and globally to our international clients.

 

Processing & Production Times

  • Standard Stock Items: Shipped within 2–3 working days.

  • Custom / Laser-Cut Items: Require a production lead time of 5–7 working days from the date you approve your digital design proof.

 

Domestic Shipping (South Africa)

We utilize reliable door-to-door courier services to fulfill local orders.

  • Main Centers (Cape Town, Johannesburg, Durban, etc.): Delivery takes approximately 2–4 working days from the date of dispatch.

  • Regional & Rural Areas: Delivery may take 4–7 working days from dispatch.

  • Shipping rates are calculated at checkout based on the size and volume of your order.

 

International Shipping (Worldwide)

We look forward to sending our products overseas.

  • International orders are shipped via tracked international express couriers (such as DHL or FedEx).

  • Delivery Timeframes: International transit typically takes 5–10 working days, depending on the destination country and customs clearance processes.

  • Import Taxes: Please note that international shipments may be subject to customs delays and import duties/taxes in the destination country. These charges are the sole responsibility of the buyer.

 

Tracking Your Order

Once your order has been carefully packaged and dispatched, you will receive an automated email containing your tracking number and a link to trace your delivery.

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4.Privacy Policy

Créatif Helderberg is committed to protecting the privacy and personal data of our website users, whether you are browsing from South Africa or internationally. This policy outlines how we collect, use, and safeguard your information in accordance with the Protection of Personal Information Act (POPIA) of South Africa and the General Data Protection Regulation (GDPR) where applicable.

 

Information We Collect

When you visit our site, make a purchase, or request a custom quote, we collect necessary personal details, including:

  • Name, email address, physical shipping address, and phone number.

  • Design specs or names provided for personalization.

  • Device information, IP address, and website interaction data via cookies.

 

How We Use Your Information

We use your data to:

  • Process and fulfill your store purchases and custom orders.

  • Coordinate local deliveries or international shipping with our courier partners.

  • Improve our website experience and run optimized marketing campaigns (such as Google Ads).

 

Cookies and Third-Party Tracking

This website uses cookies and tracking technologies to monitor site performance and behavior. We share anonymized data with third-party service providers, including Google Analytics and Google Ads, to evaluate how users interact with our site and to deliver relevant advertising. You can adjust your browser settings to refuse cookies at any time.

 

Data Security & Storage

Your data is securely stored within the Wix e-commerce ecosystem, which complies with international security protocols. Financial transactions are processed securely through accredited payment gateways; we never view or store your credit card details.

 

Your Rights

Regardless of your location, you have the right to request access to the personal data we hold about you, request updates or corrections to incorrect information, or request the complete deletion of your records from our marketing databases. For any data inquiries, please contact us at info@creatifhelderberg.co.za.

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