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Terms & Conditions

GENERAL TERMS & CONDITIONS

The Health Food Emporium is pleased to offer you this online service, which allows you to save time and money when buying your health foods.  Placing an order with The Health Food Emporium online indicates that you accept and agree upon the following Terms & Conditions.

Please read these The Health Food Emporium Terms of Service carefully before accessing or using the website. By accessing or using any part of The Health Food Emporium site, you agree to be bound by these Terms of Service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Any new features or tools that are added to The Health Food Emporium store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service to our website. It is our customers, users, browser’s responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.  By using this Site, you signify your acceptance of this policy and terms of service.

INDEMNIFICATION

You agree to indemnify, defend and hold harmless The Health Food Emporium and our affiliates, partners, officers, directors, agents, contractors, licencors, service providers, subcontractors, suppliers, interns and employees, harmless from and against any and all claims or demands, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

ACCOUNT DETAILS

Please ensure your account details are kept up to date. Any changes to your details must be updated through our site. Any error in delivery or through transactions occurring due to incorrect details supplied will not be the responsibility of The Health Food Emporium.

The Health Food Emporium considers registration information private, the safekeeping of your username and password are your responsibility. We are not liable for any unauthorised use of your username and password.

DISCLAIMER

It is our mission that all information on this website is as accurate and up to date as possible, and that all products promoted cause no harm to our customers or the environment. However, due to the possibility of human and technical error, The Health Food Emporium accepts no responsibility for the accuracy or completeness of information provided on the website, neither do we accept responsibility for any adverse reactions be it health related or other that any of our products may cause. While we have taken every reasonable measure to ensure that the products promoted on this website are of the highest quality and safety, the recommendations on this site are not the advice of a medical practitioner. We therefore advise the consultation of a medical practitioner if there is ever any doubt as to the use of the products.

CUSTOMER PRIVACY POLICY

The Health Food Emporium respects the privacy of our customers. This Privacy Policy governs the manner in which The Health Food Emporium collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.thehealthemporium.co.za website (“Site”). This privacy policy applies to the Site and all products and services offered by The Health Food Emporium.  The Health Food Emporium shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA).

This means that any and all of the personal information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned. Any information you provide will be held with the utmost care and will only be used to process your order and to provide you with the best possible service. If you have any questions, please feel free to email us (see contact us).

PRODUCT AND PRICING

The Health Food Emporium is passionate about providing premium products at competitive prices.  Products and prices can and do change regularly. Our website is constantly updated with products and price changes that are received from our suppliers.  All of our prices are in South African Rand (ZAR) and prices are inclusive of Value Add Tax (VAT).

PAYMENTS

Payfast is our Payment gateway of choice. Payments may be made via Visa, MasterCard, MasterPass, EFT, and Bitcoin. By utilizing our payment gateway you accept that responsibility and security for all transactions sits solely with Payfast and The Health Food Emporium accepts no responsibility in the event of any fraudulent or incorrect payments.

PayFast is committed to keeping customers and all sensitive information secure. Payfast have a multitude of automated and manual checks in place to protect both buyers and sellers from fraudulent transactions. Online retail has a fraud rate between 1 and 2% of all transactions. Through effective controls, PayFast’s is currently below 0.1% and still going down.

 For further details about Payfast’s privacy-policy, end-user-agreement and security measures please see the links below.

https://www.payfast.co.za/privacy-policy/

https://www.payfast.co.za/end-user-agreement/

https://www.payfast.co.za/security-fraud/

PRODUCT & MEDICAL DISCLAIMER

 While we do our best to ensure our information is correct and up to date we cannot take responsibility for any inaccurate information or misrepresentation of materials on our website. Any medical advice on the website is not intended to replace a one-on-one relationship with a health care professional therefore you should always ensure you speak to your healthcare professional before making medical related decisions or making changes to your diet.

The Health Food Emporium cannot warrant the accuracy of this information on its website. We strongly advise you do your own research on products you are purchasing and consuming. We strive to ensure information is correct and up to date however; we take no responsibility for inaccurate information provided.

We aim to have current pictures of our products on the website however at times, the picture of the goods on The Health Food Emporium online store may differ from the goods actually supplied to you.

With respect to products sold on the site in no event shall The Health Food Emporium, its directors, officers, employees and representatives be liable for any direct, indirect, consequential, special, exemplary or other damages related to the products sold.

ALLERGEN ALERT

Although we take great care to separate and pack all products carefully, the food sold on our website may have been packed in a facility that contains allergens, traces of allergens or bi-products of the following: tree nuts, sesame seeds, seeds, soya, pollen and bee products, preservatives, gluten and cereals containing gluten, wheat, rye, barley oats, spelt, dairy and other products that may behave as allergens to certain people.

Also, where possible, we have tried to ascertain with our manufacturers that proper segregation, hygiene and cleaning procedures are in place to prevent accidental cross-contamination. Unfortunately, these things are beyond our control as much as we try to minimise them.

No allergen or nutritional information on our website should ever be considered a guarantee, but simply a best faith effort to serve our customers.

RETURNS & REFUND POLICY

The Health Food Emporium strives to ensure all our customers are completely satisfied with our products and service so please let us know within 48 hours of receiving your order if you have received a damaged product or incorrect item.

A photo must be provided for the damaged item/s. Proof of purchase must be shown in order to qualify for a full refund of the product. We may request the item be returned before a refund or replacement has been issued on certain items and it some cases the cost of freight of returning the item will be the customers responsibility.

We will always aim to refund the amount of the product or replace it in your next order and are happy to resolve any issues with you.

An order can be cancelled if the customer has not made payment for the order. Once the customer for an order has made payment, the order can only be cancelled before The Health Food Emporium has dispatched the order.

If a product is damaged or broken when you receive it, you must inform The Health Food Emporium within one working day of receiving it. We will then make arrangements for a replacement product to be sent to you on our account or to refund you in full for the damaged or broken product. 

If you receive the wrong product you must contact The Health Food Emporium within one working day. We will check our system to see whether a miss pick has occurred. If there was a miss pick we will arrange to swap the ‘wrong’ product for the one actually ordered on our account.

ORDER CHANGES & CANCELLATIONS

Should you wish to change or cancel an order please contact The Health Food Emporium immediately and we will try to rectify or cancel the order if possible.

As we strive to process orders quickly, there is only a brief period of time during which you may change or cancel an order. All orders are automatically processed on our secure merchant facility and this process incurs irreversible fees. If you wish to cancel an order, a full refund will be issued, minus any transaction and/or other applicable fees incurred by The Health Food Emporium due to the cancellation of your order.

If you should make a mistake when ordering, please contact us immediately and if your order has not been packed or dispatched we will always do our best to accommodate your request.

EXCHANGES

As we sell bulk health food and most of our items are not conventionally packaged it is often hard for us to offer you an exchange on an item.  Please contact us and we will let you know if there is anything we are able to do to assist you in your request.

You will be responsible for the cost of freight when sending back the goods you wish to exchange.

PACKAGING

The Health Food Emporium is passionate about protecting and conserving the environment. As we sell bulk food please be aware that most of our items are not all conventionally packaged.  Wherever possible we try to minimise waste and the use of plastic.   We send our honey, liquids and oils in glass jars and bottles.  By ordering on this site you agree to have us pack the goods the best way we see fit. We are always striving to reduce our waste and footprint as well as continually improving the way we do things.

OUT OF STOCK ITEMS 

We do our best to make sure our website reflects the products that are in stock, but since stock levels are constantly changing sometimes the product you order may not be available. If this is the case we will contact you and offer an alternative or a refund on that particular product or ask you if you wish to wait for your order to be sent once the product is received.

We apologise if this happens and appreciate your understanding.

MISSING ITEMS

If an item is missing from your order and you have not been notified that it is out of stock please notify us within 48 hours. You will need to email a copy or image of your invoice for the funds to be credited to your account for your next purchase or before a full refund is offered. Please ensure to check your order against the invoice as soon as your order arrives.

We cannot issue refunds, replacements or store credits for items missing or damaged if more than 48 hours has lapsed after your order was delivered.

DELIVERY

Anyone at the delivery address that receives the order will be presumed by The Health Food Emporium to be authorised to receive the goods. Please ensure accurate delivery address is provided, we do not take any responsibility for damage or loss of your order due providing the incorrect address.

We try to ensure delivery within 5 days of payment, however as we use a third-party courier company please understand that some issues regarding delivery are out of our control. We cannot confirm exactly when you goods will arrive but we strive to ensure our deliveries are dispatched promptly and will work with you /the courier company where necessary to locate your goods if there is an issue.

Some of our products are sensitive to weather.  All our goods are best kept in a cool, dark place. We cannot guarantee the state of the goods throughout the freight process and if the order is not unpacked and stored correctly within a few hours. We do not advise leaving your order outdoors for prolonged periods of time. If you are not home to receive your order we are unable to take any responsibility for theft or spoilage.

All orders that leave no delivery instructions will be left at the front door or in the safest place if no one is home to receive the order or if no one answers the door. We are unable to take any responsibility for the loss or damage of your goods after it has been delivered to your nominated address.

Please make a note in the delivery instructions/comments section if you would like to physically sign for your package and we will ensure the driver will not leave your order until it has been signed for.  Please note that if you request this service and no one is home to sign for the order, we are unable to take responsibility for any items that have perished as a result of being returned to the courier depot.

The Health Food Emporium assumes no responsibility or liability for any loss or damage occurring by reason of delay or inability to deliver as a result of fire, floods, strikes, accidents, war, embargoes, riot, or from any other cause which is unavoidable or beyond our reasonable control and if delays from such causes do occur our delivery period shall be correspondingly extended.

EXPORT RESTRICTIONS

The Health Food Emporium offering is currently available only to deliveries within South Africa.

CHANGES TO TERMS AND CONDITIONS

 The Health Food Emporium reserves the right to change our terms and conditions at any time and these will come into effect immediately after posting onto website. You agree to be bound by these changes in terms and conditions and recommend you check them regularly to stay informed.

CONTACTING US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

The Health Food Emporium

www.thehealthfoodemporium.co.za

Shop E4, Northlands Deco Park.
New Market Street, North riding, 2162.

Email: info@thehealthfoodemporium.co.za

Telephone: (011) 704-7711

–  Updated on 12 March 2020