Our Commitment to Your Privacy

At Stryker Retail (Pty) Ltd, we take your privacy seriously. This Privacy Policy explains how we collect, process, store, and protect your personal information in compliance with South Africa’s Protection of Personal Information Act (POPIA) and other applicable data protection laws.

POPIA is South Africa’s primary legislation governing personal information processing, with the Information Regulator as supervisory authority. We comply fully with all eight conditions for lawful processing and your statutory rights.

What Information We Collect

Information You Provide

• Account Details: Name, email, phone number, date of birth
• Shipping Information: Address, delivery instructions, contact details
• Payment Data: Card details (processed by PCI-DSS compliant third parties, not stored by us)
• Communication: Feedback, reviews, support inquiries, survey responses
• Marketing: Newsletter subscriptions, promotional preferences

Information Collected Automatically

• Technical: IP address, browser type, device information, operating system
• Behavioral: Pages visited, products viewed, search queries, time on site
• Cookies & Tracking: Session data, preferences, analytics information
• Location: General location from IP address (not precise GPS without consent)

Information from Third Parties

• Payment processors (PayFast, card networks)
• Delivery partners and logistics providers
• Credit reference bureaus (fraud prevention)
• Social media platforms (if you link accounts)

Your Rights Under POPIA

1. Right to Access

You can request confirmation of whether we hold your personal information and obtain a copy. We respond within 15 business days (POPIA requirement).

2. Right to Correction

You can request we correct inaccurate, incomplete, or outdated information. We update promptly and notify affected parties where necessary.

3. Right to Erasure (“Right to Be Forgotten”)

You may request deletion of your information when it’s no longer necessary, you withdraw consent, or it was unlawfully collected. Exception: We may retain information if legally required or for dispute resolution.

4. Right to Object

You can object to processing for direct marketing (we honor immediately), automated decision-making, or processing based on legitimate interests.

5. Right to Restrict Processing

You can request we limit how we use your information during disputes or legal proceedings.

6. Right to Data Portability

You can receive your information in a structured, machine-readable format and transfer it to another service provider.

7. Right to Withdraw Consent

If we process your information based on consent, you can withdraw it at any time. This doesn’t affect processing before withdrawal.

8. Right to Lodge a Complaint

If you believe we’ve violated your privacy rights, you can lodge a complaint with the Information Regulator (see Contact section).

How We Protect Your Data

We implement technical and organizational measures to protect your information:

• Encryption: HTTPS/SSL 256-bit encryption for all data in transit
• Access Control: Restricted access; employee confidentiality agreements
• Firewalls: Advanced firewalls and intrusion detection systems
• Updates: Regular security patches and system updates
• Backups: Regular backups to prevent data loss
• Card Data: Full card numbers never stored on our servers; PCI-DSS Level 1 compliance

Data Breach Notification

If a confirmed breach poses risk to your rights, we will:

• Notify you without undue delay
• Provide details of the breach and potential impact
• Advise protective steps
• Notify the Information Regulator where required

Cookies & Tracking

Types of Cookies We Use

• Essential: Required for login, payment, security (cannot be disabled)
• Preference: Remember your choices (language, theme, saved address)
• Analytics: Track user behavior via Google Analytics (anonymized)
• Marketing: Deliver targeted ads (deployed with consent only)

Your Control

You can control cookies in your browser settings, but disabling essential cookies may prevent you from using certain features. We respect Do-Not-Track (DNT) signals for behavioral tracking.

Legal Agreement

These Terms & Conditions constitute a legally binding agreement between Stryker Retail (Pty) Ltd (Seller) and you (Customer/Buyer). By placing an order, you accept all terms herein.

Our Details

• Registration Number: [CIPC Number]
• VAT Registration: [SARS VAT Number]
• Website: strykerretail.com
• Email: support@strykerretail.com
• Phone: +27 (0) 87 XXX XXXX

Your Consumer Rights (CPA)

Right to Accurate Information

We must provide truthful, clear information about products. Misleading advertising is prohibited.

Right to Fair Terms

Terms must not be unfair or unconscionable. Any clause excluding your statutory rights is void.

Right to Quality & Safety

All goods must be:

• Of satisfactory quality (safe, durable, fit for purpose)
• As described and as samples (if provided)
• Free from defects and hazards

Right to Warranty

An implied warranty of quality lasts 6 months from purchase. During this period, defects are presumed to have existed at time of sale unless proven otherwise.

Right to Refunds

For defective, unsafe, or misrepresented products, you can:

• Reject the product for full refund
• Request repair at no cost
• Request replacement of same type/quality
• Request partial or full refund

Right to Complain

You can lodge complaints with us directly, the National Consumer Commission (NCC), or pursue legal action.

7-Day Cooling-Off Period

This is your statutory right under the Consumer Protection Act for distance contracts (online purchases).

How to Exercise Your Right

1. Notify us in writing within 7 days (email acceptable)
2. Return product in original condition with packaging and accessories
3. Arrange return shipping (you pay unless product is defective)
4. Receive refund within 30 days of us receiving the item

Cooling-Off Exceptions

Does NOT apply to:

• Perishable goods or items that deteriorate
• Custom/personalized products
• Opened hygiene items (underwear, cosmetics)
• Digital content that’s been downloaded

Defective Products & 6-Month Warranty

All products come with a CPA-implied 6-month warranty. If a product is:

• Broken, damaged, or unsafe
• Not functioning as intended
• Not as described
• Missing parts or accessories
• Damaged in transit (we are liable)

…you can request repair, replacement, or full refund within 6 months.

Report Defects Immediately

Email: support@strykerretail.com (include photos)

Phone: +27 (0) 87 XXX XXXX

Don’t use a defective product further — it may compromise our ability to assess the original defect.

General 30-Day Return Process

Step 1: Contact Us

Email support@strykerretail.com with your order number and reason for return.

Step 2: Get Authorization

We’ll send a return authorization (RMA) number within 1 business day. Include this on your return package.

Step 3: Prepare & Ship

Pack securely in original packaging with all accessories. Use a trackable courier service.

Step 4: We Inspect

Upon receipt, we inspect for condition, completeness, and functionality (3-5 business days).

Step 5: Process Refund

If approved, refund goes to your original payment method within 30 days. Your bank may take 3-5 additional days to process.

Return Condition Requirements

Products must be:

• In original, unused condition
• In original packaging (unopened where applicable)
• With all accessories and documentation
• Free from signs of use or wear

Return Window

30 days from delivery date. Returns after 30 days may be rejected (unless defective).

Refund Amount

• 100% of product price for accepted returns
• Shipping costs NOT refunded (unless product defective)
• Promotional discounts applied at original discount rate

We Do NOT Charge Restocking Fees

Even if we reject a return, there are no additional charges — only return shipping applies.

Shipping Methods Available

Standard Delivery (3–7 Business Days)

Our most economical option. Orders consolidated and shipped via standard courier.

• Coverage: All South African addresses
• Cost: From R30–R150+ depending on destination and weight
• Tracking: Full tracking provided

Express Delivery (1–2 Business Days)

Priority handling for urgent orders to major urban centers.

• Coverage: Johannesburg, Cape Town, Durban, Pretoria
• Cost: From R80–R250+
• Tracking: Real-time SMS updates

Premium Delivery (Same-Day/Next-Day)

White-glove service for high-value items. Signature required.

• Coverage: Johannesburg, Pretoria, Cape Town metro areas
• Cost: From R150–R400+
• Delivery window: Specified on order

Pickup at Collection Point

Collect your order at a Postnet or courier point near you.

• Cost: Reduced shipping (R20–R50)
• Availability: 3–5 business days after order
• Held for: 5 days before return

Delivery Times & Coverage

Location	Standard Delivery	Express
Johannesburg/Pretoria	1–2 business days	Same-day
Gauteng (surrounding)	2–3 business days	Next-day
Cape Town	2–4 business days	2–3 days
Durban/KZN	2–4 business days	2–3 days
Other provinces	5–7 business days	N/A

Processing Time

Before your order ships: 2–3 business days for picking, packing, and handoff to courier. Orders placed Friday–Sunday process on Monday.

Order Tracking

Once shipped, you receive:

• Tracking number via email
• Link to courier’s tracking page
• Estimated delivery date
• Real-time updates as package moves

Lost or Delayed Packages

If your package is lost or not delivered within 30 days of estimate, contact us immediately. We’ll investigate with the courier and either reship or refund.

Payment Methods & Checkout

Accepted Payment Methods

Method	Details
Credit/Debit Cards	Visa, Mastercard, Amex. Instant processing. PCI-DSS encrypted.
PayFast	Online payment gateway. Instant processing. No card storage on our servers.
EFT Transfer	Direct bank transfer. 1–3 business days after transfer. Provide our bank details at checkout.

Currency & VAT

• Currency: South African Rand (ZAR) only
• VAT: 15% included in all prices
• Invoices: Detailed invoices sent with confirmation email

Shipping Costs

• Calculated based on weight, destination, and delivery speed
• Displayed at checkout before you pay
• Includes VAT at 15%
• Free shipping on orders over R500 (during promotions)

Payment Security

How We Protect Your Payment

• HTTPS/SSL Encryption: 256-bit encrypted connection
• PCI-DSS Compliance: Industry-standard payment card security
• Third-Party Processing: PayFast and certified payment processors handle all card data — NOT stored on our servers
• Fraud Detection: Automated systems monitor for suspicious transactions
• No Card Storage: Full card numbers never retained

Your Responsibilities

• Never share card details via email or chat
• Use secure, unique passwords for your account
• Monitor bank statements for unauthorized charges
• Report suspicious activity immediately

Failed Payments

Common reasons & solutions:

• Insufficient Funds: Check your balance and retry
• Incorrect Details: Verify card number, CVV, expiry date
• Card Expired: Use a valid card
• Daily Limit Exceeded: Wait 24 hours or contact your bank
• Blocked by Bank: Contact your bank’s fraud department

If payment fails, contact us: support@strykerretail.com

Dispute Resolution

If you have a complaint or dispute:

1. Contact us directly (see above)
2. We’ll respond within 5 business days
3. We aim to resolve within 15 business days
4. If unresolved, you can escalate to the National Consumer Commission (NCC)

Jurisdiction & Governing Law

These policies are governed by the laws of the Republic of South Africa. Both parties agree to submit to South African court jurisdiction for any legal proceedings.

Information Regulator (POPIA Complaints)

National Consumer Commission (CPA Complaints)