Terms of service
SoftHaven Terms of Service
1. Overview
Welcome to SoftHaven.
These Terms of Service apply to all visitors, customers, and users of our website, softhaven.co.za. By accessing our website or purchasing from SoftHaven, you agree to these Terms of Service.
If you do not agree with these terms, please do not use our website or place an order.
SoftHaven is an online retail store based in South Africa, offering warm clothing, cozy blankets, comfort-wear, and home comfort products.
2. Online Store Terms
By using our website, you confirm that you are legally able to enter into a binding agreement or that you have permission from a parent or legal guardian.
You agree not to use our products or website for any unlawful purpose.
You may not copy, reproduce, sell, or misuse any part of our website, branding, product images, product descriptions, or content without written permission from SoftHaven.
3. Product Information
We do our best to display our products as accurately as possible, including product descriptions, colours, sizes, images, and prices.
However, product colours may appear slightly different depending on your screen, lighting, or device settings. Measurements may also vary slightly due to manual measuring or supplier differences.
SoftHaven reserves the right to update, change, or remove products at any time without notice.
4. Pricing
All prices displayed on our website are in South African Rand (ZAR).
SoftHaven reserves the right to change product prices, discounts, promotions, and delivery fees at any time without notice.
If a pricing error appears on our website, we reserve the right to cancel or correct the order and notify the customer.
5. Orders
Once you place an order, you will receive an order confirmation using the contact details you provided.
Please make sure your name, email address, phone number, and delivery address are correct before placing your order.
SoftHaven is not responsible for delays, failed deliveries, or extra courier costs caused by incorrect or incomplete customer details.
We reserve the right to refuse, cancel, or limit any order if we suspect fraud, misuse, incorrect pricing, stock issues, or suspicious activity.
6. Payments
Payments must be completed through the payment methods available on our website.
SoftHaven does not store your full card details. Payment information is processed by secure third-party payment providers.
Your order will only be processed once payment has been successfully received.
7. Delivery
SoftHaven delivers within South Africa.
Our standard delivery time is usually 8–11 working days from the date your order has been processed. Working days exclude weekends and public holidays.
Delivery times may vary due to your location, courier delays, high-demand periods, public holidays, supplier delays, or circumstances outside of our control.
SoftHaven is not responsible for delays caused by incorrect delivery information provided by the customer.
8. Returns and Refunds
Returns and refunds are handled according to our Refund & Return Policy.
Customers may request a return within 7 days of receiving their order, provided the item is unused, unworn, unwashed, undamaged, in its original packaging, and in a resellable condition.
For hygiene and quality reasons, used, washed, worn, stained, damaged, or unpackaged items cannot be accepted for return.
Defective, damaged, or incorrect items must be reported within 48 hours of delivery with clear photos or videos.
Nothing in these Terms removes any rights customers may have under South African consumer law. Under the Consumer Protection Act, defective or unsafe goods may qualify for repair, replacement, or refund within the legal period.
9. Cancellations
Orders can only be cancelled if they have not yet been processed, packed, or dispatched.
Once an order has been processed or handed over for delivery, it may need to follow our normal return process.
Where applicable, customers may have a cooling-off right for certain online transactions under the Electronic Communications and Transactions Act.
10. Stock Availability
All products are subject to availability.
If a product becomes unavailable after you have placed an order, we may contact you to offer an alternative product, store credit, refund, or another suitable solution.
SoftHaven is not liable for stock shortages caused by supplier delays, high demand, or circumstances outside of our control.
11. Promotions and Discounts
Promotions, discount codes, and special offers may be subject to specific terms and expiry dates.
SoftHaven reserves the right to change, cancel, or refuse any promotion if it is being misused, applied incorrectly, or used fraudulently.
Discount codes cannot be exchanged for cash.
12. Customer Responsibilities
By placing an order, you agree to provide accurate and complete information.
You are responsible for:
- Choosing the correct product, size, colour, and quantity
- Providing the correct delivery address and contact details
- Checking your order before payment
- Following product care instructions
- Being available to receive your delivery
SoftHaven is not responsible for issues caused by incorrect customer information or failure to follow care instructions.
13. Product Care
Customers must follow the care instructions provided with the product.
SoftHaven is not responsible for damage caused by incorrect washing, tumble drying, ironing, bleaching, improper storage, misuse, or normal wear and tear.
14. Intellectual Property
All SoftHaven branding, logos, product images, website content, designs, text, graphics, and marketing material belong to SoftHaven or are used with permission.
You may not copy, reproduce, edit, distribute, or use our content for commercial purposes without written permission.
15. Personal Information and Privacy
SoftHaven respects your privacy and handles personal information according to our Privacy Policy.
We may collect customer information such as your name, email address, phone number, delivery address, billing details, and order information in order to process orders, arrange delivery, provide support, and improve our services.
We do not sell your personal information.
POPIA requires businesses to process personal information lawfully and protect it appropriately.
16. Third-Party Services
Our website may use third-party services such as payment providers, courier companies, website platforms, apps, analytics tools, or marketing tools.
These third parties may have their own terms and privacy policies. SoftHaven is not responsible for the actions, policies, or services of third-party providers.
17. Limitation of Liability
SoftHaven will not be liable for indirect, incidental, or consequential losses caused by the use of our website, products, or services, except where required by law.
We are not responsible for delays, losses, or issues caused by events outside our reasonable control, including courier delays, supplier delays, system errors, strikes, weather, power outages, public holidays, or other disruptions.
18. Changes to These Terms
SoftHaven may update these Terms of Service at any time.
Any updates will be posted on this page. Continued use of our website after changes are posted means you accept the updated terms.
19. Contact Information
For questions about these Terms of Service, orders, returns, or support, please contact us:
Email: softhave.za@gmail.com
Website: softhaven.co.za
Business Name: SoftHaven
Location: South Africa
We aim to respond within 1–2 working days.