TERMS & CONDITIONS

Here are your updated Terms & Conditions for a personal care and appliances store:

TERMS, POLICIES & CONDITIONS

MAISON PURA

Welcome to MAISON PURA. These Terms, Policies, and Conditions govern your use of our website and services. By accessing or purchasing from MAISON PURA, you agree to the policies outlined below.

1. COMPANY INFORMATION

MAISON PURA is an online retail store operating within South Africa, offering personal care appliances, household devices, wellness gadgets, lifestyle products, and related consumer goods.

We are committed to:

  • Exceptional customer service;
  • Secure online shopping;
  • Fast order processing;
  • Reliable nationwide delivery;
  • Fair and transparent returns and refund procedures.

2. CUSTOMER SERVICE COMMITMENT

At MAISON PURA, customer satisfaction is extremely important to us. Our support team is committed to responding to all customer queries quickly, professionally, and efficiently.

Support Response Time

  • General enquiries: Within 24 business hours
  • Order support: Priority handling during business hours
  • Refund and return requests: Reviewed promptly after submission

Business Hours Monday to Friday 8:00 AM – 5:00 PM (SAST)

We aim to provide fast, friendly, and solution-oriented customer care at all times.

3. PAYMENT POLICY

Secure Payments

All payments made on the MAISON PURA website are processed through secure, PCI-DSS compliant payment infrastructure designed to protect customer information and prevent fraudulent activity. All transactions are encrypted using SSL security technology and protected with advanced fraud prevention systems.

Accepted Payment Methods

We may accept:

  • Visa
  • Mastercard
  • American Express
  • Debit Cards
  • Instant EFT
  • Bank Transfers
  • Apple Pay
  • Google Pay
  • Mobile Wallet Payments
  • Buy Now Pay Later Services (where available)

All payments are processed in South African Rand (ZAR).

Card Security

MAISON PURA does not store or have direct access to your full card details. Payment information is securely processed through certified payment systems using secure authentication protocols including 3D Secure verification where applicable.

Fraud Prevention

To protect customers and prevent fraudulent activity:

  • Certain orders may require identity verification;
  • Suspicious transactions may be delayed or cancelled;
  • Fraudulent activity may be reported to relevant South African authorities and financial institutions.

MAISON PURA will never ask customers for:

  • Banking passwords;
  • Card PINs;
  • One-time passwords (OTP) via email or messaging apps.

4. SHIPPING & DELIVERY POLICY

Delivery Areas

MAISON PURA currently delivers throughout South Africa.

Courier Partners

Orders are fulfilled using trusted local courier servicing companies and national delivery networks.

Processing & Delivery Times

  • Orders are processed within 1–3 business days after payment confirmation.
  • Estimated delivery timeframe: 5–10 business days depending on your location and courier operations.

Delivery timelines may vary during:

  • Promotional periods;
  • Public holidays;
  • Severe weather conditions;
  • High-volume sales periods.

Shipping Notifications

Customers will receive order confirmation and shipping updates once their order has been dispatched.

Delivery Responsibility

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete. MAISON PURA cannot be held responsible for delays or failed deliveries caused by incorrect customer information.

5. RETURNS POLICY

We want you to be fully satisfied with your purchase.

Eligibility for Returns

Customers may request a return if:

  • The item received is defective;
  • The incorrect item was delivered;
  • The item arrived damaged;
  • The product remains unused and in its original packaging.

Return Window

Return requests must be submitted within 7 days of delivery.

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return once opened or used, including:

  • Personal care appliances that have been used or activated;
  • Items removed from their original sealed packaging;
  • Accessories or attachments that have been connected or used;
  • Any item that cannot be resold in a new and unused condition.

Return Condition Requirements

Returned items must:

  • Be unused and in an unactivated condition;
  • Be in their original, undamaged packaging;
  • Include valid proof of purchase;
  • Include all accessories, manuals, and included materials where applicable.

MAISON PURA reserves the right to reject returns that do not meet these conditions.

6. REFUND POLICY

Refund Eligibility

Refunds may be approved where:

  • A returned item meets return requirements;
  • An order cannot be fulfilled;
  • A verified payment issue occurred;
  • A product arrives damaged or defective.

Refund Processing

Approved refunds are processed back to the original payment method used at checkout.

Refund Timeframes

Refund processing may take:

  • 2–5 business days for internal processing;
  • Additional time depending on banking institutions and card providers.

MAISON PURA is not responsible for banking delays outside of our control.

Partial Refunds

Partial refunds may apply where:

  • Products are returned damaged due to customer misuse;
  • Products are missing original packaging or components;
  • Returned goods are not in a resaleable condition.

7. ORDER CANCELLATIONS

Orders may be cancelled before dispatch. Once an order has been shipped, cancellation requests may be treated as a return request.

MAISON PURA reserves the right to cancel any order involving:

  • Suspected fraud;
  • Pricing errors;
  • Stock unavailability;
  • Payment verification issues.

If an order is cancelled by MAISON PURA after payment has been received, a full refund will be issued.

8. PRIVACY POLICY

MAISON PURA respects your privacy and is committed to protecting your personal information.

Information We Collect

We may collect:

  • Name and surname;
  • Contact details;
  • Delivery address;
  • Billing information;
  • Order history;
  • Technical website usage data.

Use of Information

Your information is used solely for:

  • Order processing;
  • Customer support;
  • Delivery fulfilment;
  • Fraud prevention;
  • Improving customer experience.

We do not sell customer information to third parties.

Data Protection

All customer information is protected using secure systems and reasonable technical safeguards in compliance with applicable South African privacy laws.

9. WEBSITE USE TERMS

By using the MAISON PURA website, you agree:

  • Not to misuse the website;
  • Not to engage in fraudulent activity;
  • Not to interfere with website security or operations;
  • Not to copy or reproduce website content without permission.

All website content including logos, branding, text, product descriptions, graphics, and images remain the intellectual property of MAISON PURA unless otherwise stated.

10. PRODUCT DISCLAIMER

Product images are provided for illustrative purposes only. Actual product colours, packaging, and appearance may vary slightly from what is displayed on the website.

Customers are responsible for reviewing product specifications, compatibility, and suitability before completing a purchase.

MAISON PURA is not liable for:

  • Damage resulting from improper product usage;
  • Misuse or mishandling of products;
  • Incompatibility with third-party devices or systems;
  • Individual results or performance expectations varying from product descriptions.

Customers are encouraged to read all included product manuals and usage instructions before operating any device or appliance purchased from MAISON PURA.

11. LIMITATION OF LIABILITY

To the fullest extent permitted under South African law, MAISON PURA shall not be liable for:

  • Indirect or consequential damages;
  • Delivery delays caused by third parties;
  • Banking or payment processing delays;
  • Website interruptions;
  • Technical errors beyond our control.

Our maximum liability shall never exceed the purchase price paid for the relevant product or order.

12. GOVERNING LAW

These Terms and Policies are governed by the laws of the Republic of South Africa. Any disputes arising from the use of this website or purchases made through MAISON PURA shall be subject to South African jurisdiction.

13. POLICY UPDATES

MAISON PURA reserves the right to update, amend, or replace these policies at any time without prior notice. Updates become effective immediately upon publication on the website. Customers are encouraged to review these policies periodically.

14. CONTACT INFORMATION

For all customer service enquiries, returns, refunds, or support requests, please contact MAISON PURA directly through the contact channels available on our website or email us at support@maisonpura.co.za

Customer Support Hours: Monday to Friday · 8AM – 5PM SAST