Terms of service

QOAI ONLINE STORE TERMS AND CONDITIONS


OVERVIEW
This website is operated by QOAI South Africa. Throughout the site, the terms "we", "us," and "our" refer to QOAI. QOAI offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated herein.
By visiting our site and/or purchasing goods from us, you engage in our “Service” and agree to be bound by the following Terms and Conditions (“Terms of Service”, “Terms”), including, but not limited to, additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site.
Please read these Terms of Service carefully before accessing or using our website. If you do not agree to all the terms and conditions, you may not access the website or use any services.

1. ONLINE STORE TERMS
By agreeing to these Terms of Service, you confirm that you are at least the age of maturity in your Province of residence. You may not use our products for illegal or unauthorised activities. A breach of any of these terms will result in immediate termination of your services.

2. GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time. You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service without written permission from us.

3. PRODUCTS & SERVICES
All products available on our website, including shoes and accessories, are subject to availability. We reserve the right to limit quantities, discontinue products or modify prices at any time without prior notice. Product images and descriptions are as accurate as possible, but we cannot guarantee exact representations on all devices.

4. ORDER ACCEPTANCE & BILLING
We reserve the right to refuse or cancel any order at our discretion. We reserve the right to limit or cancel quantities purchased per person, per household, or per order. You agree to provide current, complete, and accurate billing and account information.

5. RETURNS & REFUNDS POLICY 

    General return periods

    • Regular purchases: You may return items within 21 days from the date of purchase, provided you have proof of payment (an e-receipt or order confirmation).
    • Sale items: Sale or clearance merchandise must be returned within 14 days of purchase and requires proof of purchase.

    How to return your purchase

    We offer two ways to return or exchange items:

    • Online (courier) returns: You can log a return through our website. A courier fee will be deducted from your refund. A customer service agent will contact you once your product has been collected and inspected to arrange the refund.
    • In-store returns and exchanges: Please ensure you can access your invoice or order information via your online profile; show it on your phone or bring a printed copy. Store managers cannot process returns without proof of purchase.
    • Courier Fees are non-refundable for both Online and In-store returns.

    Conditions for returns

    • Items must be in their original condition, unused and returned with their original packaging.
    • For hygiene reasons, we cannot accept returns or exchanges on pierced jewellery, underwear, socks, or swimwear.
    • Sale items cannot be refunded or exchanged without the original proof of purchase. If no proof is provided, we may offer an exchange at the current system price.
    • If you are unhappy with your purchase at the time of courier delivery (and the item is not faulty), you may hand the parcel back to the courier. In this case, you must still log the return online to receive your refund.

    Faulty or defective items

    • If an item is faulty, damaged, or defective, you have up to 1 month from the date of purchase to report the issue.
    • Keep the item in its current condition and do not continue using it.
    • Contact our Customer Care Centre in writing with your order number, delivery note number, a detailed description of the fault and how and when you discovered it, and include photos where applicable.
    • Our team will arrange the collection of the item for inspection. Inspection does not automatically mean a refund will be issued; the item must be assessed first.

     When returns may be refused

     We reserve the right to decline a return if:

    • Items have been damaged or altered due to improper care, non-standard use, accidental misuse, failure to follow care instructions, or general wear and tear.
    • You attempt to repair or alter the item yourself or through a third party.
    • The item’s appearance varies slightly from online images but still matches the described product.
    • Once your return is accepted and the product meets the above conditions, we will refund the purchase price, less any courier or original delivery fees (R 50 return fee and R 60 original delivery fee, where applicable), to your original payment method.

6. DELIVERY POLICY

    • We deliver goods across South Africa using reputable third-party courier services. Once your order has been processed and payment has been received, we aim to dispatch your parcel within 3-7 business days.
    • Delivery times may vary depending on your location, but generally fall within 3-7 business days from dispatch.
    • Risk in the goods will pass to you upon delivery at your nominated address. We are not liable for delays caused by events beyond our control, including courier backlogs, strikes, or extreme weather conditions.
    • By placing an order through QOAI, you acknowledge and agree that shipments are subject to the nominated courier’s operational procedures and terms of carriage. Deliveries are made from Monday to Friday during office hours.
    • Main centres: 1–3 working days (overnight service delivers by the next business day, while economy road deliveries take 2–3 days from date of despatch. During sale periods, allow up to 10–12 working days.
    • Regional and outlying areas take 3–5 working days, with economy road consignments delivered within 3–5 working days.
    • Transit times exclude weekends and public holidays and can be extended by 1–2 working days for deliveries to regional or remote areas.
    • On dispatch of your order, we will send you a notification containing your tracking number.

7. PAYMENT METHODS
We strive to offer a range of secure and convenient payment options. By completing a purchase through our site, you confirm that you are authorised to use the selected payment method and agree to the terms below.

     Accepted payment methods

    • Card payments: We accept major credit and debit cards, including Visa, Mastercard, and RCS cards.
    • Digital wallets & alternative methods: We also support Capitec Pay, Scan to Pay, Apple Pay, and Samsung Pay.
    • From time to time, we may introduce or remove payment options; the options presented at checkout are the currently supported methods.

     Payment processing and security

    • Card transactions are processed by PayGate, a certified payment gateway for all South African acquiring banks. PayGate uses industry-standard encryption (SSL3/TLS) to protect your transaction data.
    • No card details are stored on our website. You enter your card information directly on PayGate’s secure platform, and we never see or store your full card number.
    • Customer data separation: We store your personal details (such as name, address, and contact information) separately from your card details. For more information about PayGate’s security policies, you can visit www.paygate.co.za.

     Currency and merchant country

    • All transactions are processed in South African Rand (ZAR), and the merchant outlet country at the time of presenting payment options is South Africa
    • If you are using a foreign bank card, your card issuer may charge currency conversion fees.

     Responsibility and support

    • We take responsibility for all aspects of the transaction, including the sale of goods, customer service, support, dispute resolution, and delivery of goods. If you encounter any problems during the payment process, please contact our customer support team for assistance.

8. PRIVACY POLICY
We are committed to protecting your privacy and ensuring that your personal information is collected and processed in accordance with the Protection of Personal Information Act (POPIA) and the Promotion of Access to Information Act (PAIA)
We will not share your personal information except where required by law, with your consent or to fulfil your order.

9. THIRD-PARTY SERVICES
Certain services and content may come from third parties. We are not responsible for their content, practices or policies. Use of such services is at your own risk.

10. INTELLECTUAL PROPERTY
All trademarks, service marks, trade names, and logos are proprietary to QOAI and may not be used without prior written consent.

11. DISCLAIMER & LIMITATION OF LIABILITY
We do not guarantee that use of our service will be uninterrupted or error-free. You agree that your use of the service is at your sole risk. QOAI shall not be liable for any injury, loss or damages arising from use of our products or services.

12. INDEMNIFICATION
You agree to indemnify, defend and hold harmless QOAI, its directors, employees and agents from any claim or demand arising from your breach of these Terms or violation of any law or third-party rights.

13. SEVERABILITY
If any provision is found to be unlawful or unenforceable, the rest of the agreement remains in effect.

14. TERMINATION
These Terms are effective until terminated by either party. You may terminate at any time by ceasing to use the site. If we suspect a breach, we may terminate your access without notice.

15. CHANGES TO TERMS
We reserve the right to update or modify these Terms at any time. Any changes will be posted on this page and same shall be effective immediately upon posting. Continued use of our site constitutes acceptance of the updated Terms.

16. GOVERNING LAW
These Terms are governed by the laws of the Republic of South Africa. Any disputes shall be resolved and submitted to the exclusive jurisdiction of the South African courts.

17. CONTACT INFORMATION
For any queries or concerns please contact us at: admin@qoai.co.za