These online shopping Terms and Conditions apply to all purchases ordered online through our Websites. Please read them carefully and print a copy for future reference.
1.1 Registration
You are required to register with us before placing your first online shopping order. You are also required to register to make use of certain functionality which may not include placing an online shopping order. Registration and/or use of our Websites constitute your acceptance and agreement to be bound by the Terms and Conditions of our Websites, including the Terms and Conditions specific to online shopping.
It is your responsibility to ensure that the details provided by you on registration, or at any time, are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details on the account dashboard.
1.2 Passwords and security
When you register to use our Websites you will be asked to create a username and a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your username and password. If you know or suspect that someone else knows your password you should notify us immediately by contacting our Customer Service Centre at +264 81 155 6200 or send an email to pnpcustomercare@ol.na
If PnP.na has reason to believe that there is likely to be, or has been, a breach of security or misuse of our Websites, we may require you to change your password or we reserve the right to suspend your account without prior notification.
1.3 Creating an order
Orders can only be created through the use of our Websites. No orders by telephone, email, SMS, fax or any other medium will be accepted. For the avoidance of doubt, this condition will apply to our Customer Service Centre and our online shopping fulfilment stores. Please note that the Customer Service Centre may guide you through the process of placing an order, but are unable to place the order on your behalf.
1.4 Accepting your order and creating an electronic contract
The steps required in creating the contract between you and PnP.na are as follows:
o You will be guided through the process of making a delivery/collection slot and filling your shopping trolley/basket through a series of simple steps on our Websites;
o We will send you an order acknowledgment email detailing the products you have ordered and any associated delivery or collection information.
Please note that when your order is delivered you may return any item and receive a full refund if you consider that the difference between the final price charged and the guide price shown on the Websites (and in the email order acknowledgment) is not acceptable.
Unless we have notified you that we do not accept your order or you have canceled it in accordance with the instructions given, our acceptance of an order takes place on dispatch of the order, at which point the purchase contract will be made and you will be charged for your order. Dispatch will occur on the day of delivery, subject to normal operating procedures.
Non-acceptance of an order may be a result of one of the following, but not limited to:
o The product you ordered is not available in stock;
o We are unable to obtain authorization for your payment;
o A price or product description error is identified;
o You do not meet the eligibility to order criteria set out in the main Terms and Conditions.
All offers are subject to availability and while stocks last.
1.5 Items ordered by weight
Where items are ordered by weight, your personal shopper will endeavor to provide you with an amount as close to the requested weight as possible. The actual amount you receive may exceed or be less than the amount requested. Please note that the price charged will be on the day of invoicing (either the day of or the day before delivery is due) and will be solely based on the actual weight of the item that you received and not the requested weight. Should the amount or the price of the delivered item be unacceptable you may return the item (or items) to the driver for a full refund. Pick n Pay will not be liable for any redelivery or remedy from items returned due to weight or cost differences.
Should the weight on the delivery invoice differ from the actual weight of the product delivered, but the price charged is accurate, Pick n Pay Namibia will not be liable for delivery of the weight amount as per the delivery invoice.
1.6 Risk and Ownership of the goods
For the avoidance of doubt, the ownership and risk associated with your goods will be held by Pick n Pay Namibia up until the point at which they are signed for delivery or collection. Any damage, disappearance, or theft of goods post-delivery or collection, will become the responsibility of the person who placed the order and against whom the contract is binding.
Please note that Pick n Pay Namibia cannot be held responsible for orders placed incorrectly on our Websites, even if the error was in good faith. Should an order error be discovered during the delivery process, any items not wanted may be returned r and will be fully refunded. Pick n Pay Namibia will not be responsible for delivering the originally intended item unless as part of new delivery and/or subject to a further delivery charge.
Goods discovered to be damaged or unwanted subsequent to the delivery process may still be returned subject to acceptance by a Pick n Pay Namibia store and Pick n Pay Namibia’s returns and refunds policy. For the avoidance of doubt, no collection or delivery service will be provided by Pick n Pay Namibia for these returns.
1.7 Stock availability
Only items indicated as available on our Websites can be purchased. Items stocked in stores but not indicated as available on our Websites, do not form part of our catalog and therefore cannot be ordered. We will not pick or deliver items not available on our Websites even if they are requested through any special instruction available as part of the ordering process.
Due to the fact that we carefully choose your goods in-store, we may occasionally run out of stock before we can update our stock availability on the Websites. We endeavor to keep this to a minimum but provide the facility for you to select different 'substitution' options in the event that we are unable to fulfill your original request (see section 1.8).
1.8 Substitutions
Whilst we make every effort to ensure that our stock availability on our Websites is as accurate as possible, from time to time we are unable to locate stock of a product that has been requested. In that situation we offer the following options which are to be selected during the ordering process on the Websites:
o you may choose not to receive a substitute and you accept that we will not provide one. There will be no recourse or refund against any charges as a result of not receiving a substitute;
o please note that if you provide a substitution request, we will first fulfill as much of the originally requested product as is available, before providing the balance with your chosen substitute. If you would prefer us to provide the full quantity requested in either the original product or the substitute (i.e. not to split the quantities between the original product and the substitute)
o you may request that your personal shopper uses their discretion to choose an appropriate substitute on your behalf. Please note we cannot vouch for the suitability of a substitute that is selected at the discretion of your personal shopper. We will endeavor to select a suitable substitute in the same price range as the original item ordered, subject to availability. The price of the substitute may exceed or be less than that of the original item, and for the avoidance of doubt, you will be charged the price of the substitute.
Due to the subjective nature of selecting an appropriate discretionary substitute, your remedy, should you find any substitution inappropriate, is limited to returning the item for a full refund. For the avoidance of doubt, should you not want a particular substitute offered, we will not return with another preferred item to replace the unwanted one. This term extends to any returned items, not just those substituted.
1.9 Special instructions
Special product-related shopping instructions can be provided on the checkout page. Special delivery-related instructions to assist the delivery driver can also be added in the relevant area underneath the product list on the My Trolley page. We will endeavor to meet these instructions subject to them complying with the Terms and Conditions as laid out. However, these instructions fall outside of the Contract and we accept no responsibility for them not being met. For the avoidance of doubt, we will not accept special instructions on an order relating, but not limited to, the following:
o Requesting a product not currently available on our Websites;
o Requesting a delivery time outside of the delivery slot booked;
o Requesting a specific delivery time within the delivery slot booked;
o Requesting a different delivery address to that captured as part of the order placement process;
o Requesting updates to any personal profile information or preferences.
1.10 Customer callbacks for substitutes
For the avoidance of doubt, we will not call you to discuss or ask for guidance for any out-of-stock items that require substitutes. You accept to use the substitution options as described in section 1.8. Should the substitute not be acceptable, you may return it, alongside any other unwanted items from your online shopping order, for a full refund.
1.11 Where we deliver to and restrictions thereof
The delivery service is available in restricted areas as offered on our Websites. From time to time, and with no prior warning, we will update the delivery coverage areas. Whilst we endeavor to expand our coverage, we reserve the right to restrict deliveries in certain areas, including areas previously covered by our service.
We also reserve the right to withdraw our services to individual customers' addresses subject, but not limited, to the following:
o Dangerous delivery conditions that pose a health and safety risk for our delivery drivers and/or any assistant;
o Unavailability of free suitable, and legal, parking and offloading space;
o Excessive distance between the vehicle offload point and the final customer handover point, including any unreasonable requirement or expectation to climb stairs or negotiate other physical obstacles;
o Repeated unavailability of an authorized signatory to take delivery;
o Repeat and excessive returns that misuse the reasonable nature of the service;
o Repeat and/or excessive short supply or damage claims for which responsibility or liability cannot be determined.
We cannot accept responsibility for the provision of an incorrect delivery address. We will deliver to the address provided at the point of order submission. This delivery address is clearly displayed throughout the online shopping experience and can easily be changed at any point up until final payment confirmation. Should we be unable to deliver due to the provision of an incorrect delivery address, all the Terms and Conditions applicable to 1.13 will apply.
1.12 Selection of a fulfillment store
The stock made available to you on our Websites is determined by the store from where your order will be picked by your personal shopper. The store from where your order will be picked is based on your store selection on the home page.
1.13 The delivery process, including where you cannot be present
The driver will bring the shopping to the door of your premises or business only, where you will be responsible to check your goods, agree with the driver to the annotation of any returns on the invoice, and sign the invoice to accept the delivery.
Only at your express invitation and risk, the driver can be requested to take your shopping into your premises (or an appropriately designated area for a business) where your goods will be dropped off subject to clauses 1.11 and 1.14. Providing entry into your premises is at your own risk. Pick n Pay Namibia accepts no liability or responsibility for any loss or damages occurring as a result of or consequence of your request for the driver entering your premises, whether or not the loss or damages could be construed to be as a result of negligent behavior.
Drivers will carry identification which you must ask for. Drivers will be able to inform you of the order number and the intended recipient (as provided on the order) as an additional security check.
Goods must be signed for at the delivery address, by you, or by a nominated representative who must be aged 18 or above. Under no circumstances will goods be left unattended, for example in a garage, or with anybody below the age of 18.
It is your responsibility to be present (or make sure an authorized signatory is present) for the full duration of your chosen delivery slot. If, in the event that no authorized signatory is available to accept and sign for your delivery order, our driver will wait a total period of 10 (ten) minutes for an authorized signatory to present themselves prior to leaving and returning your order to us. For the avoidance of doubt, the driver may leave before the end of the delivery slot provided, they have arrived after the beginning of the slot and waited for a minimum of 10 (ten) minutes for an authorized signatory. You will be liable for a re-delivery fee equal to the current delivery price of the slot agreed upon for re-delivery. Should there be no opportunity to arrange a redelivery on the same day (due to Pick n Pay Namibia or your constraints); you will be liable for the replacement cost of any perishables as reasonably required.
If you do not contact us to rearrange a failed delivery within 12 hours of the start of the original delivery slot, the order will be canceled and the cost of your order (excluding the cost of perishable items and any delivery charges) will be refunded to you. For the avoidance of doubt, Pick n Pay Namibia reserves the right to retain the cost of perishable items and the associated delivery charge when the service has been provided in accordance with the Terms and Conditions as laid out.
Please note adverse weather conditions, accidents, road work, unusual traffic congestion, or any other events outside of our reasonable control may result in the occasional late or canceled delivery. If that is the case, we will endeavor to contact you as soon as we are able to and reschedule your delivery time and date. In any event for canceled deliveries, our liability to you will be limited to refunding the price of any goods not delivered and the associated delivery charge. We cannot be held liable for delivery delays outside of our control and any refund where liability is accepted will be limited to the cost of the delivery charge.
Deliveries are limited to 1 delivery per address per day.
1.14 Checking of orders
Due to the physical and time-consuming nature of a delivery, our drivers will be limited, when making deliveries that require ascending or descending stairs, to a single story only. Deliveries greater than a single story will require the provision of a lift or escalator located within a reasonable distance of the final delivery point.
It is your responsibility to check the invoice against the delivered goods in a timely manner and not to unduly delay the driver in the process.
1.15 Delivery and collection charges
Delivery charges are determined based on the factors affecting deliveries at your chosen delivery address and from the store. PnP.na reserves the right to adjust delivery charges, at any time and without prior notification, to take into account local conditions and quality of service in accordance with every delivery address.
In-store collection (where available) is currently at a reasonable fee, although PnP.na reserves the right to adjust the store collection fee, at any time and without prior notification.
1.16 Click n Collect orders and restrictions thereof
In-store collection for orders placed through our Websites are available from selected stores. From time to time we will update the list of stores that offer the Click n Collect service and reserve the right to restrict or stop Click n Collect orders in certain stores, including stores previously covered by our service.
We also reserve the right to withdraw our Click n Collect service to individual customers subject, but not limited, to the following:
o Repeated unavailability of an authorized signatory to take delivery during the assigned collection slot;
o Excessive returns that misuse the reasonable nature of the Service;
o Repeat and/or excessive short supply or damage claims for which responsibility cannot be determined.
1.17 The in-store collection process (Click n Collect)
Click n Collect times vary according to the store from which you have chosen to collect from. At the point at which you place your order, the full list of available collection stores and their associated collection times will be communicated to you.
Goods must be signed for upon collection, by yourself, or by a nominated representative who must be aged 18 or above. Under no circumstances will goods be left unattended or with anybody below the age of 18.
For Click 'n Collect orders you are required to present your order number and proper identification document to the in-store services desk during your chosen collection slot. As with deliveries, you are entitled to return any unwanted items for a full refund.
If you fail to collect your Click n Collect order during your chosen collection slot, the store will inform the Customer Service Centre, who will contact you to arrange an alternative collection time. Pick n Pay Namibia reserves the right to charge a reasonable re-stocking fee should the start of the alternative collection slot (one or more) exceed the end time of the original collection slot by 6 (six) hours.
If you do not contact us to rearrange collection within 24 hours of the start of the original collection slot, the order will be canceled and the cost of your order (excluding the cost of perishable items) will be refunded to you. For the avoidance of doubt, Pick n Pay Namibia reserves the right to retain the cost of perishable items when the service has been provided in accordance with the Terms and Conditions as laid out.
1.18 Specific exclusions
Some items that are available in-store will not be available on our Websites. These may include hot foods, greetings cards, and certain self-selection items (e.g. sweets, cheeses, olives, salads). Other items that we deem cannot be picked and delivered to an acceptable quality standard may be excluded at various times.
PnP.na reserves the right to decline to fulfill any order, including bulk purchases of items on promotion or included in a special offer.
1.19 Minimum or maximum order restrictions
PnP.na reserves the right to introduce a minimum spend requirement in order to be eligible for either delivery or in-store collection services. Excluded products and supplementary charges, such as delivery, shall not count towards a minimum spending requirement.
There is currently no maximum order restriction however, PnP.na reserves the right to limit quantities at any time and without prior notification. In order to provide a high quality of service, orders above a threshold in terms of quantity and/or value will be restricted in terms of delivery slot availability. Typically, but not limited to, this restriction will be to provide PnP.na a longer lead time to prepare the order for delivery or collection. PnP.na reserves the right to alter the nature or terms of this restriction and/or threshold at any point and without prior notification.
1.22 Goods charged for but not supplied
In the event of there being an item missing from order but included on the invoice, this should immediately be brought to the attention of the delivery driver, agreed upon as such, and noted on the signed invoice (to be returned with the driver). A full refund will be issued for the noted items on receipt of the signed invoice. Failure to notify of any shortages of products at this point will designate full acceptance of the delivery in accordance with the signed invoice. This does not affect your statutory rights with respect to the products purchased.
Please note that Pick n Pay Namibia will not, and is under no obligation to, make any redelivery as a result of missing items. Pick n Pay Namibia's obligation will be to remedy the situation through a refund. Should redelivery be requested, Pick n Pay Namibia reserves the right to either decline the request or charge a redelivery fee commensurate to the standard delivery fee schedule.
1.23 Damaged goods or delivery order errors
In the event of there being damaged goods, quality concerns, or a difference with respect to the invoice and items delivered, these should immediately be brought to the attention of the delivery driver and noted as such on the signed invoice. Goods marked on the invoice for return, whether for damages or other reasons, must be given back to the driver and will be returned for a full refund. Failure to notify the driver of errors, or of the unacceptable conditions of any products, at this point will designate full acceptance of the delivery in accordance with the signed invoice. This does not affect your statutory rights with respect to the products purchased.
Please note that Pick n Pay Namibia will not, and is under no obligation to, offer any redelivery as a result of damaged items, quality concerns, or errors. Pick n Pay Namibia's obligation will be to remedy the situation through a refund when the item/s is/are returned to the delivery driver.
1.24 Our returns, refunds, and guarantees policy
We are committed to operating our business in terms of the requirements of the Consumer Protection Act and our returns and refund policies are aligned therewith. Customers are covered by our quality guarantee on every product.
1.25 Refundable packaging and bottling
Our drivers are unable to accept refundable packaging as part of the service, irrespective of whether the items were purchased and delivered through the services offered by these Websites. In particular, but not limited to, we are unable to process refunds on refundable bottling through this service. It is your responsibility to return and present any refundable packaging and bottling to a Pick n Pay Namibia store in order to claim the refund.
1.26 Refunds for returns made at the time of delivery
Should you not be entirely satisfied, you are entitled to return any product, which was purchased as part of a PnP.na order, to the delivery driver.
Returns must be marked and signed for as such on the invoice that accompanies the order. Any refunds for unwanted substitutions or returned items will be made after the goods have been received back into stock by Pick n Pay Namibia. We will process any returns, ordered via PnP.na and returned via our delivery driver, within 48 hours of receipt of goods from the originating store. Note that bank processing times may vary and will add a further delay on the refund for which Pick n Pay Namibia cannot be held liable (including for any resulting occurrence due to any refund delay).
1.27 Refunds for returns made after the delivery
Should you need to return an item, received through our delivery service, after the driver has left, it is your responsibility to return the item to a Pick n Pay Namibia store. The PnP.Na delivery service requires us to provide a single delivery service at a pre-agreed price. You accept that we are not liable to provide the same service as part of a returns procedure after we have left your premises from the original delivery.
You may also return any item to a Pick n Pay Namibia store together with the original invoice, where items may be refunded or replaced subject to due compliance by the customer with these Terms and Conditions. Please contact our Customer Service Centre with any queries.
For the avoidance of doubt, any items purchased directly from a Pick n Pay Namibia store may not be returned with a PnP.na delivery driver. Items eligible for a return via the delivery driver are limited to those purchased through the Websites and as part of the delivery service.
Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
Most goods will be refunded or exchanged if they are returned within 10 (ten) business days of purchase. If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality, Pick n Pay Namibia reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service center. Customers are required to present their original invoice.
The goods excluded from the 10-day repair, exchange, or refund policy are:
o Goods purchased by way of special arrangement or custom order will only be replaced if they are defective;
o DVD, games, computer games, console games, CDs, software, books, and newspapers will only be refunded if they are in their original packaging and unused. Should the item be opened then exchange for the same product will be given if the product is defective.
If the packaging or marketing materials indicate a product that materially differs from that which is supplied then a customer may return the goods, within 10 (ten) business days after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, Pick n Pay Namibia will provide the customer with a refund.
If a customer's goods fail or turn out to be materially defective due to a design or manufacturing defect within the first 6 (six) months after purchase, Pick n Pay Namibia will repair, replace or provide the customer with a refund. The refund will be processed by the store from which the purchase originated (i.e., was delivered).
Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Pick n Pay Namibia reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service center prior to repairing, replacing, or refunding an item and to provide the customer with feedback within 10 (ten) business days of receipt of the returned goods and to act accordingly.
If the goods show a defect after the initial 6 (six) month period but are within the manufacturer's warranty period, Pick n Pay Namibia may, at the customer's request send the goods to the manufacturer for repair and the manufacturer will decide whether you will have a valid claim and if so, whether they will repair or replace as well or whether any charges will be levied in accordance with the terms of the warranty.
If the goods become defective once the manufacturer's warranty has expired, we will endeavor to arrange with the manufacturer or its agents to repair the goods but bear no responsibility for their failure to do so.
No repairs will be done without the customer's approval of a quotation first. If within 3 (three) months after goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component Pick n Pay Namibia will either refund or replace the item. Customers must keep proof of repairs.
As with all warranties, certain conditions and exceptions apply:
o Please take proper note of any terms or instructions that accompany your goods;
o Goods that show a manufacturing defect within the first 6 (six) months of purchase will be repaired, replaced, or refunded; and
o Defects that develop after 6 (six) months may be repaired, replaced, or refunded at the manufacturer's election, and subject to the relevant manufacturer's policy.
The manufacturer's warranty will only apply to material defects in the process of manufacturing the goods and will not apply in the following instances:
o Damage caused by lightning or power surges;
o Damage caused by misuse or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;
o Goods used for a purpose other than the purpose for which they were intended;
o Accidental damage;
o Goods that have been altered or physically changed in any way; and
o A public regulation that prohibits such returns for public health reasons.
Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misrepresented goods.
1.28 Refunds when you use different payment types
When multiple tender types (e.g. a credit card) are used for a single payment and goods are returned, the following will apply:
Any returns will first be refunded onto the Credit Card used for the transaction; up to the original settlement amount paid for on the Credit Card. Any remaining amount will then be refunded to the other payment method used.
1.29 Buying liquor
Pursuant to the Liquor Act 6 of 1998it is an offense for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18.
PnP.na is committed to upholding both its legal and social obligations as a retailer of liquor.
In accepting these Terms and Conditions you agree to provide PnP.Na truthful and accurate information and act in accordance with the Liquor Act 6 of 1998.
1.30 Changing your order
Amendments to orders must be completed online before the cut-off time for the respective order has been reached. Pick n Pay Namibia will not be held liable or responsible for any impacts related to the amendments, particularly with respect to stock availability or delivery/collection slot pricing or availability.
Under exceptional circumstances, amendments after the cut-off time can be requested through our Customer Service. We will endeavor to accommodate these changes if possible but you accept that Pick n Pay reserves the right to accept no amendments after the cut-off time.
1.31 Cancellation of orders prior to delivery or collection
Should the order and delivery need to be canceled, this can be done online and must be done before the cut-off time for the respective order has been reached. Cancellations after the cut-off time must be done via our Customer Service.
Should you wish to cancel your order after the cut-off time, contact our Call Centre. If your invoice has not been processed, the order can be canceled. If the order has been invoiced, a full refund will be processed.
1.32 Cancellation rights
Other than for any goods set out below or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, you are entitled to cancel this contract if you so wish, provided that you exercise your right no longer than 7 (seven) working days after the day on which you receive the goods or services.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods, and the associated order documentation, and take reasonable care of them. Notice of such cancellation must be given to our Customer Service.
You must store the goods in a manner appropriate to the type of goods (e.g. keep chilled items chilled, frozen items frozen, etc.) as they must be returned in the same condition as they were delivered to, or collected by you.
Other than for goods which are identified as faulty or misdescribed at the point of delivery to you, or when you collect them from us, you are required to return goods at your cost and in the same condition as they were delivered to or collected by, you.
Your right to return an item post-delivery does not apply to certain goods unless these goods are identified as faulty on delivery or collection or misdescribed. Such items include:
o newspapers and magazines;
o CDs, DVDs, computer games, console games, videos, and computer software, which may be restricted to an exchange for the same title to reduce the risk of unlicensed copying;
o perishable items or items that are liable to deteriorate or expire rapidly;
o foods that have been opened, partially cooked, cooked, processed, or altered in any way;
o items that cannot be resold for health and hygiene reasons once unwrapped
o goods made to your specification, that has been clearly personalized or utilized;
o where there is a health risk;
o where public and food safety regulations do not allow.
You are required to take reasonable care of items. Please return an item in its original and undamaged packaging with all of its components. If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our store refund policy. Your rights under consumer legislation for these goods are not affected.
1.33 General pricing policy
Please note that all prices on our Websites are guide prices only - there are a variety of reasons for this, some of which are outlined below. All prices are expressed inclusive of any VAT payable unless otherwise stated or displayed.
The final price charged will be the in-store price (for the store that is delivering your order, or preparing it for in-store collection) on the day your order is successfully placed (you will receive an email confirmation thereof), subject to certain exceptions. These exceptions specifically apply to but are not limited to, any substitute products and variable weight products (those purchased in a quantity selected by weight) - these will be priced on the day of invoicing (i.e. reflect the in-store price on the day of, or the day before, delivery). You have the right to return any product with the driver or directly to the branch if you have any issues with the price(s) charged or the condition, type, size, or quantity of the product and we will refund the same amount that you have been charged for that product. Note that this may differ from the in-store price on the day of return.
1.34 General payment provisions
Pick n Pay Namibia is authorized to debit the total amount payable for the goods ordered against the authorized payment type supplied by you when completing your order. By submitting your order and associated payment details you warrant that you are authorized to make payment with the card (or other tender types) and that there are sufficient funds available to pay for the order.
We will debit the total value of your online order against the payment card tendered by you during the checkout process.
1.35 In the event of a failed payment
This clause applies to failed payments for credit/debit card purchases.
If your order fails payment, you will be sent an email advising you that your payment has failed. You will be given time to add new payment details – usually two or three hours. If new payment details are not added in time, your order will be canceled.
For the avoidance of doubt, if your order is canceled any new order can only be booked for the day following the cancellation, if captured prior to the cut-off time. It is your responsibility to provide valid payment details and ensure that sufficient funds are available. As a reminder, the final invoiced amount will be based on the in-store price (for the store that is delivering your order, or preparing it for in-store collection) on the day your order is successfully placed, with the exception of any substitute products and variable weight products (ordered by weight quantity on the website) which will be priced on the day of invoicing (either the day of or the day before delivery) - which is when the funds must be available. We accept no liability or responsibility for any losses whatsoever, as a consequential result of a failed payment and subsequent order cancellation or delay.
1.36 Payment security policy
We are a company that our customers trust through our store network and via our digital channels (online and mobile). We understand your concerns with security and your peace of mind and safety are of the utmost importance to us.
As a result, we have developed highly secure online ordering facilities on our Websites. This is specifically intended to give you confidence when you use your Credit/Debit Card to shop with us - but also when you entrust us with your personal details like addresses and phone numbers.
We comply with all the necessary compliance regulations in effect and as such have partnered with one of the leading experts in the field of secure payments when it comes to the protection of our customers' data.