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 Botswana’s Data Protection Act, 2024 and other applicable data protection standards.

Botswana’s Data Protection Act came into effect on 14 January 2025 and governs the processing of personal data of individuals in Botswana. The act applies to data controllers offering goods/services or monitoring behavior of Botswana residents.

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 by certified 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
• Behavioral: Pages visited, products viewed, search queries
• Cookies & Tracking: Session data, preferences, analytics
• Location: General location from IP address (not precise GPS)

Information from Third Parties

• Payment processors and financial institutions
• Delivery partners and logistics providers
• Social media platforms (if you link accounts)

Your Rights Under Botswana DPA 2024

1. Right to Access

You can request confirmation of whether we hold your personal information and obtain a copy. We respond within a reasonable timeframe as stipulated by Botswana’s DPA.

2. Right to Correction

You can request we correct inaccurate or incomplete information. We update promptly.

3. Right to Erasure

You may request deletion of your information when it’s no longer necessary, you withdraw consent, or it was unlawfully collected.

4. Right to Object

You can object to processing for direct marketing, automated decision-making, or other processing.

5. Right to Data Portability

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

6. Right to Withdraw Consent

If we process your information based on consent, you can withdraw it at any time.

7. Right to Lodge a Complaint

If you believe we’ve violated your rights, you can lodge a complaint with Botswana’s Data Protection Commission.

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

Data Breach Notification

If a confirmed breach poses risk to your rights, we will notify you without undue delay and provide details of the breach and protective steps. Per Botswana’s DPA, we notify the Data Protection Commission within 72 hours of discovering a breach.

Cookies & Tracking

Types of Cookies We Use

• Essential: Required for login, payment, security
• Preference: Remember your choices
• Analytics: Track user behavior (anonymized)
• Marketing: Deliver targeted ads (with consent only)

You can control cookies in your browser settings. Disabling essential cookies may prevent access to certain features.

Legal Agreement

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

Our Details

• Company: Stryker Retail (Pty) Ltd (SA-registered)
• Website: bw.strykerretail.com
• Email: support@strykerretail.com
• Phone: +27875511595 (Botswana)

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 Warranties

Products come with implied warranties of quality and fitness. If a product is defective, unsafe, or misrepresented, you can request repair, replacement, or refund.

Right to Complain

You can lodge complaints with us directly or escalate to Botswana’s consumer protection authorities.

Return Policy

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

Return Window

You can return products within 30 days of delivery for:

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

Return Condition Requirements

Products must be:

• In original, unused condition
• In original packaging with all accessories
• Free from signs of use or wear

Defective Products

If a product is broken, damaged, unsafe, not functioning as intended, not as described, or missing parts, you can request repair, replacement, or full refund.

Report Defects Immediately

Email: support@strykerretail.com

Phone: +27875511595

Include photos and detailed description. Don’t use a defective product further.

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. 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. Your bank may take 3-5 additional days to process.

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 (7–10 Business Days)

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

• Coverage: Gaborone, Francistown, Maun, and major towns
• Cost: Based on weight and destination
• Tracking: Full tracking provided

Express Delivery (Availability Limited)

Available for select major cities where cross-border express services operate.

• Cost: Higher than standard
• Timeframe: 5–7 business days

Pickup at Collection Point

Collect your order at a designated courier point.

• Cost: Reduced shipping fees
• Availability: 7–10 business days after order

Delivery Times & Coverage

Location	Delivery Time	Notes
Gaborone	7–10 business days	Primary hub
Francistown	8–12 business days	Northern region
Maun	10–14 business days	Northwest region
Other towns	10–14 business days	Variable by location

Processing Time

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

Order Tracking

Once shipped, you receive tracking number and link to courier’s tracking page.

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

Accepted Payment Methods

Method	Details
Bank Transfer (EFT)	Direct bank transfer to our South African account. Processing: 1–3 business days.
PayFast	Online payment gateway. Supports Botswana bank accounts and card payments. Instant processing.
International Wire Transfer	For customers with international accounts. SWIFT transfer to SA account.

Currency & Pricing

• Currency: South African Rand (ZAR)
• Conversion: Your bank handles currency conversion at their rates
• Tax: Pricing includes applicable VAT/taxes

Shipping Costs

• Calculated based on weight, destination, and delivery method
• Displayed at checkout before payment
• Includes all applicable taxes

Payment Security

How We Protect Your Payment

• HTTPS/SSL Encryption: 256-bit encrypted connection
• Certified Processors: PayFast and certified payment processors handle payment data
• No Storage: Payment credentials not stored on our servers
• Fraud Detection: Automated monitoring for suspicious transactions

Your Responsibilities

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

Failed Payments

If payment fails, check: sufficient funds, correct details, valid card/bank account status. If issues persist, contact your bank or support@strykerretail.com

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 relevant Botswana consumer authorities

Jurisdiction & Governing Law

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

Regulatory Bodies

Data Protection Commission (Botswana DPA)

Botswana Consumer Rights Organizations