Refunds, Cancellation, Delivery and Privacy (POPIA) — written in plain language so you know exactly where you stand.
This page is a plain-language summary to help you understand your rights and our process. It isn't a substitute for the full text of the relevant laws, and isn't legal advice. If you're unsure of your rights in a specific situation, you can consult an attorney or the Consumer Goods and Services Ombud.
We currently offer three delivery options at checkout:
Orders are usually processed and handed to PAXI (or made ready for collection) within 2–3 business days of your payment being confirmed. PAXI delivery timeframes are estimates provided by PAXI, not guarantees — delays caused by the courier, public holidays, or incorrect delivery/point details are outside our control, but we'll gladly help you follow up with PAXI if something seems delayed.
For PAXI orders, your parcel is delivered to the PEP/PAXI point you choose. You'll need to bring ID to collect it, and we'll let you know once it's ready. Risk in the goods (for example, loss or damage) passes to you once you've collected your order from the PAXI point, or once it's handed to you at church collection.
If your order hasn't arrived within a reasonable time, please contact us with your order details and we'll investigate.
Before your order is dispatched: you can cancel at any time before we hand your order to PAXI or arrange collection, at no charge. Just contact us with your order number and we'll refund you in full.
After you've received your goods: because you bought through our website, South African law (the Electronic Communications and Transactions Act, section 44) gives you the right to cancel your order without giving a reason, within 7 days of receiving your goods. To use this right:
This cooling-off right doesn't apply to goods made or personalised specifically for you, or items with a broken hygiene seal — this doesn't currently affect anything in our standard product range.
Change of mind (cooling-off returns): if you cancel under the 7-day cooling-off right described above, we'll refund the price you paid for the returned item(s), minus the cost of returning them to us, within 30 days of receiving your returned item(s) or your cancellation notice — whichever is later. Refunds are made via the same method you paid with (PayFast) unless we agree otherwise.
Faulty, damaged, or incorrect items: under the Consumer Protection Act, if an item is defective, unsafe, or not fit for purpose, you can ask us to repair it, replace it, or refund you — your choice — within the first 6 months of receiving it. If your order arrives damaged or if we've sent you the wrong item, please contact us within 48 hours with your order number and a photo, so we can sort it out quickly. For quality issues that only become apparent later, just contact us as soon as you notice.
Approved refunds are processed within 30 days. Delivery fees are only refunded if the fault is ours (wrong, damaged, or faulty item), or if you cancel the whole order before it's dispatched.
Fountain of Living Waters Ministries ("we", "us") respects your privacy and handles your personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA).
What we collect: your name, email address, phone number, delivery or collection details, and order details. Payments are processed securely by PayFast — we never see or store your card details.
Why we collect it: to process and deliver your order, to contact you about your order, and to improve our store. We do not sell or rent your information to anyone.
Who we share it with: only the third parties needed to fulfil your order — PAXI (delivery), PayFast (secure payment processing), and our website hosting provider (Netlify).
How long we keep it: only for as long as needed to fulfil your order and meet our legal and accounting obligations, after which it's securely deleted.
Your rights: you can ask us what personal information we hold about you, ask us to correct or delete it, or object to how it's used, by contacting us at thevineyouthflwm@gmail.com. You can also lodge a complaint with the Information Regulator of South Africa at inforegulator.org.za if you believe your information has been mishandled.
Cart storage: our shopping cart uses your browser's local storage only, to remember what's in your cart on this device. We don't currently use tracking or analytics cookies.
Information Officer: for any privacy-related questions, contact thevineyouthflwm@gmail.com.
