Terms & Conditions, Refund, Cancellation & Delivery Policy

• All orders placed through our website are subject to product availability.
• An order is considered confirmed once payment has been successfully received and verified.
• Once an order has been confirmed, Thee Nele Stationery will begin processing and preparing the order for dispatch.

Customers are responsible for checking that all information provided when placing an order is correct, including:

• Name and surname
• Contact number
• Email address
• Delivery address, where applicable
• Selected PAXI collection point, where applicable
• Products and quantities ordered
• Selected delivery option

Customers should contact us as soon as possible if they notice an error in their order.

• Thee Nele Stationery accepts online payments through Payfast by Network and any other payment methods displayed on our website.
• All prices displayed on the website are in South African Rand (ZAR).
• Orders will only be processed after successful payment has been received and verified.
• Thee Nele Stationery reserves the right to cancel an order if payment cannot be verified or if there has been an obvious pricing, stock or technical error.

Thee Nele Stationery uses PAXI for nationwide deliveries, and offers a local door-to-door option within 5 km of Alexandra township, Johannesburg.

Customers can choose between:

• Local Door-to-Door (Alexandra 5 km)
• PAXI Collection Point — PEP Store
• PAXI Door-to-Door Delivery

The available delivery options and applicable fees will be displayed to the customer before payment is completed.

3.1 Local Door-to-Door (Alexandra 5 km)

For customers within a 5 km radius of Alexandra township, Johannesburg, we offer a local door-to-door delivery service.

Standard Parcel

Containers, stickers and wristbands

Large Parcel

Stationery hamper

Available only for delivery addresses within a 5 km radius of Alexandra township, Johannesburg. Orders placed with an address outside this radius will be rescheduled to a PAXI option or refunded.

3.2 PAXI Collection Point — PEP Store

Customers can choose to have their order delivered to a participating PAXI collection point at a PEP Store.

Standard Parcel

Containers, stickers and wristbands

Large Parcel

Stationery hamper

• The customer will select their preferred PAXI collection point during the ordering process, where available.
• Once the parcel arrives at the selected collection point, PAXI will notify the customer when it is ready for collection.
• The customer is responsible for collecting the parcel within the applicable collection period.

3.3 PAXI Door-to-Door Delivery

Customers may choose to have their order delivered directly to their nominated address.

Standard Parcel

Containers, stickers and wristbands

Large Parcel

Stationery hamper

Customers must provide a complete and accurate delivery address and contact details when placing their order.

Delivery fees are charged separately from the product price unless otherwise stated.

The applicable delivery fee will depend on:

• The size of the parcel
• The delivery method selected
• The delivery timeframe selected, where applicable

The customer will be shown the applicable delivery fee before completing payment.

Thee Nele Stationery reserves the right to update delivery fees if PAXI changes its applicable charges. Any updated fees will be reflected on the website before an order is placed.

• Delivery timeframes are measured in business days.
• The delivery timeframe begins once the order has been processed and handed over to PAXI.

Estimated delivery times are:

• Local Door-to-Door (Alexandra 5 km): 7 – 9 business days.
• PAXI PEP Store Collection: 3 – 5 or 7 – 9 business days, depending on the option selected.
• PAXI Door-to-Door: 3 – 5 business days.

Delivery timeframes are estimates and are not guaranteed.

Delays may occur due to:

• Public holidays
• Peak shopping periods
• Courier delays
• Incorrect or incomplete customer information
• Remote delivery areas
• Unforeseen circumstances outside Thee Nele Stationery's control

Thee Nele Stationery will provide tracking information where available.

For PAXI PEP Store collection:

• The customer is responsible for selecting the correct collection point.
• The customer is responsible for collecting their parcel once notified.
• The customer must collect the parcel within PAXI's applicable collection period.
• Thee Nele Stationery is not responsible for delays resulting from a customer failing to collect their parcel on time.

If a parcel is returned because it was not collected, the customer may be responsible for any additional delivery or return-to-sender costs before the parcel can be sent again.

For door-to-door deliveries, customers must provide a complete and accurate delivery address.

Customers should provide an address where someone will reasonably be available to receive the parcel.

If delivery cannot be completed because:

• Nobody is available to receive the parcel;
• The address is incorrect or incomplete;
• The customer cannot be contacted; or
• The courier cannot access the delivery location,

additional delivery charges or delays may apply.

Any additional charges resulting from incorrect information supplied by the customer may be for the customer's account.

We take care when preparing and packaging orders.

If you receive an item that is:

• Damaged
• Defective
• Incorrect; or
• Missing from your order,

please contact Thee Nele Stationery within 48 hours of receiving your order.

Please provide:

• Your order number
• Your name and contact details
• A description of the problem
• Clear photographs of the product
• Clear photographs of the packaging, where applicable

We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with applicable consumer law.

Customers should not return products without first contacting Thee Nele Stationery and receiving instructions.

We want our customers to be happy with their purchases.

• Unused standard products may be considered for return where permitted by applicable law, provided that the product is returned in its original condition and packaging.
• Personalised, customised or made-to-order products may not be eligible for return where the product was correctly produced according to the customer's specifications.

This does not affect the customer's rights where a product is defective, damaged or incorrectly supplied.

A refund may be considered where:

• The incorrect product was supplied by Thee Nele Stationery.
• The product arrived damaged or defective.
• An order cannot be fulfilled because the product is unavailable.
• An order is cancelled before processing or dispatch and the cancellation is approved.
• A refund is otherwise required under applicable South African consumer law.

Where an order cannot be fulfilled, Thee Nele Stationery may offer the customer a suitable alternative with their approval or provide an applicable refund.

Approved refunds will be processed using the applicable payment method and in accordance with the payment provider's procedures.

For payments made through Payfast, refunds may be processed through the applicable Payfast system.

Delivery fees may not be refundable where the delivery service has already been provided, unless otherwise required by applicable law.

• Customers may request cancellation of an order by contacting Thee Nele Stationery as soon as possible.
• Cancellation requests made before the order has been processed or dispatched may be accepted.
• Once an order has been processed, packed or dispatched, cancellation may no longer be possible.
• Personalised, customised or made-to-order products may not be cancellable once preparation or production has started.
• If a cancellation is approved, any applicable refund will be processed in accordance with our Refund Policy.

Although we make every effort to maintain accurate stock information, products may occasionally become unavailable.

If a customer has already paid for a product that becomes unavailable, Thee Nele Stationery may:

• Offer a suitable alternative with the customer's approval; or
• Refund the applicable amount.

We make every reasonable effort to ensure that prices displayed on our website are accurate.

If an obvious pricing error occurs, Thee Nele Stationery reserves the right to contact the customer before processing the order.

If the customer does not wish to proceed at the corrected price, the order may be cancelled and the applicable payment refunded.

Customers are responsible for providing accurate information when placing an order.

This includes:

• Name and surname
• Contact number
• Email address
• Delivery address
• Selected PAXI collection point, where applicable

Thee Nele Stationery cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete information supplied by the customer.

Customer information will be handled in accordance with our Privacy Policy and applicable South African data protection legislation.

Payment card information is processed through the relevant payment provider and is not stored by Thee Nele Stationery unless otherwise stated.

Thee Nele Stationery reserves the right to update or amend these Terms & Conditions when necessary.

Any changes will be published on the website.

The terms applicable to an order will be those displayed on the website at the time the order is placed.

For questions regarding orders, deliveries, returns, cancellations or refunds, please contact us: