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 Eswatini’s Data Protection Act, 2022 and your constitutional right to privacy (Eswatini Constitution, Article 14).

The Data Protection Act was published in March 2022 and establishes the Eswatini Communications Commission (ESCCOM) as the Data Protection Agency responsible for data protection enforcement and consumer protection.

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: Bank details (processed securely, not stored by us)
• Communication: Feedback, reviews, support inquiries
• Marketing: Newsletter subscriptions, promotional preferences

Information Collected Automatically

• Technical: IP address, browser type, device information
• Behavioral: Pages visited, products viewed, search queries
• Tracking: Session data, preferences, analytics

Information from Third Parties

• Payment processors and financial institutions
• Delivery partners and logistics providers

Your Rights Under Eswatini DPA 2022

Key Rights

• Right to Access: You can request your personal information within 30 days of your request
• Right to Correction: You can request inaccurate information be corrected
• Right to Erasure: You can request deletion when no longer necessary
• Right to Object: You can object to processing for marketing and other purposes
• Right to Complain: You can lodge complaints with ESCCOM regarding data processing

How We Protect Your Data

We implement security measures per Eswatini DPA 2022 requirements:

• Encryption: HTTPS/SSL 256-bit encryption
• Access Control: Restricted access to personal information
• Firewalls: Advanced security systems
• Updates: Regular security patches
• Backups: Regular data backups
• Data Retention: Only retained as long as necessary

Data Breach Notification

If a breach occurs, we will notify you without undue delay and provide details of the incident and protective measures. We will also notify ESCCOM as required by law.

Legal Agreement

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

Your Consumer Rights

Right to Accurate Information

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

Right to Quality & Safety

All goods must be safe, of good quality, fit for purpose, and as described.

Right to Transparency

We must be transparent about terms, conditions, pricing, and any limitations.

Right to Remedies

If a product is defective, unsafe, or misrepresented, you can request repair, replacement, or refund. You can also seek protection from hazardous products.

Right to Complain

You can lodge complaints with us, ESCCOM, or escalate to Eswatini consumer protection authorities.

Return Policy

We offer a customer-friendly return process for products delivered to Eswatini.

Return Window

You can return products within 30 days of delivery for:

• Change of mind
• Items that don’t meet expectations
• Wrong item received
• Defective or damaged products

Return Condition Requirements

Products must be in original, unused condition with original packaging and all accessories.

Defective Products

If a product is defective, unsafe, or not as described, you can request repair, replacement, or full refund.

Report Defects Immediately

Email: supportcare@strykerretail.com

WhatsApp: 081 446 3877

Return Process

Step 1: Contact Us

Email supportcare@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.

Step 3: Prepare & Ship

Pack securely in original packaging. Use a trackable courier service.

Step 4: We Inspect

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

Step 5: Process Refund

If approved, refund goes to your original payment method within 30 days.

Refund Amount

• 100% of product price for accepted returns
• Shipping costs NOT refunded (unless product defective or our error)

Shipping Methods Available

Standard Cross-Border Delivery (7–14 Business Days)

Orders shipped from South Africa via certified cross-border couriers.

• Coverage: Mbabane, Manzini, and major towns
• Tracking: Full tracking provided

Pickup at Collection Point

Collect your order at a designated courier point (reduced shipping).

Delivery Times & Coverage

Location	Delivery Time
Mbabane	7–10 business days
Manzini	8–12 business days
Other towns	10–14 business days

Processing Time

Before shipment: 2–3 business days for picking, packing, and handoff to courier.

Lost or Delayed Packages

If your package is lost or not delivered within 14 days of estimate, contact us. We’ll investigate and either reship or refund.

Payment Methods & Checkout

Method	Details
Bank Transfer (EFT)	Direct transfer to our SA account. Processing: 1–3 business days.
PayFast	Online payment gateway. Supports bank accounts. Instant processing.

Currency & Pricing

• Currency: South African Rand (ZAR)
• Conversion: Your bank handles currency conversion

Payment Security

• HTTPS/SSL 256-bit encryption
• Certified payment processors
• Payment credentials not stored on our servers
• Fraud detection systems

Dispute Resolution

If you have a complaint:

1. Contact us directly
2. We respond within 5 business days
3. We aim to resolve within 15 business days
4. If unresolved, escalate to ESCCOM or Eswatini consumer authorities

Jurisdiction & Governing Law

These policies are governed by South African law (our place of business) and Eswatini consumer protection principles as applied to our services in Eswatini.

Eswatini Communications Commission (ESCCOM)

For data protection and consumer rights complaints:

Contact ESCCOM regarding data protection breaches or consumer protection violations.