Nuwkem Policies
Privacy Policy
Nuwkem (Pty) Ltd (“Nuwkem”, “we”, “our”, or “us”) is committed to protecting your personal information in accordance with the Protection of Personal Information Act (POPIA).
This Privacy Policy explains how we collect, use, store and protect your personal information when you use our website or purchase our products.
1. Information We Collect
We may collect the following information:
- Full name
- Company name
- Email address
- Phone number
- Delivery and billing address
- Payment information
- Order history
- Website usage data
This information is collected when you:
- Place an order
- Request a quotation
- Contact us
- Subscribe to communications
- Use our website
2. Purpose of Collecting Information
Your personal information may be used to:
- Process and fulfil orders
- Arrange deliveries
- Provide customer support
- Issue invoices and quotations
- Communicate regarding orders or products
- Improve our website and services
- Comply with legal and regulatory requirements
3. Sharing of Information
Nuwkem will not sell or rent personal information to third parties.
Your information may be shared with:
- Courier or delivery service providers
- Payment processors
- IT and website service providers
- Regulatory authorities where required by law
All third parties are required to handle personal information securely.
4. Protection of Personal Information
We implement reasonable technical and organisational security measures to protect personal information from:
- Loss
- Unauthorised access
- Disclosure
- Alteration
5. Data Retention
Personal information is retained only for as long as necessary to:
- Fulfil the purpose for which it was collected
- Comply with legal obligations
- Resolve disputes
6. Your Rights Under POPIA
You have the right to:
- Request access to your personal information
- Request correction of inaccurate information
- Request deletion of personal information where applicable
- Object to certain types of data processing
Requests may be submitted to:
Email: info@nuwkem.co.za
Website Disclaimer
The information provided on the Nuwkem website is for general informational purposes only.
While we make reasonable efforts to ensure that the information provided is accurate and up to date, Nuwkem makes no warranties or representations regarding:
- Accuracy
- Completeness
- Reliability
- Availability of information or products.
Product Information
Product images, descriptions and specifications may vary from the actual product supplied.
Nuwkem reserves the right to:
- Modify product specifications
- Correct pricing errors
- Update product information without prior notice.
External Links
Our website may contain links to third-party websites.
Nuwkem is not responsible for the content, privacy practices, or security of these external websites.
Limitation of Liability
To the maximum extent permitted by South African law, Nuwkem shall not be liable for:
- Indirect damages
- Consequential damages
- Loss of business or profits
arising from the use of our website or products.
Terms and Conditions
These Terms and Conditions govern the purchase of products from Nuwkem (Pty) Ltd (“Nuwkem”, “we”, “our”, or “us”). By placing an order with Nuwkem, the customer (“you” or “the customer”) agrees to be bound by these Terms and Conditions.
These terms apply to all purchases made through the online store, direct orders, quotations, invoices, email orders, or telephone orders.
1. Orders and Acceptance
1.1 All orders are subject to stock availability and confirmation of payment.
1.2 An order will only be considered accepted and confirmed once payment has been received and reflected in the Nuwkem bank account.
1.3 Orders placed for large quantities may require stock confirmation from our Cape Town or Johannesburg branches before acceptance.
1.4 Stock will not be reserved unless payment has been received.
1.5 Where stock availability has been confirmed, customers must complete payment within 24 hours to secure the order.
1.6 Orders are processed on a first-come, first-served basis.
1.7 Products that are manufactured to order or specially procured may require 4–6 weeks lead time and cannot be cancelled, refunded, or returned once production has commenced.
2. Pricing
2.1 All prices are quoted in South African Rand (ZAR).
2.2 Prices may change without prior notice; however, confirmed and paid orders will not be affected.
2.3 Delivery or courier costs may be quoted separately and added to the invoice where applicable.
2.4 Courier quotes are valid for 7 days, after which they may be subject to change.
3. Payment Terms
3.1 Orders placed online are to be paid online and will then be sent to us for processing.
3.2 Payment must be made via Electronic Funds Transfer (EFT) unless otherwise agreed, for orders not placed on the online shop.
3.3 Goods will only be released or dispatched once payment reflects in our bank account.
3.4 Customers must use their company name and/or invoice number as the payment reference to ensure proper allocation of payment.
3.5 Nuwkem reserves the right to delay dispatch of any order where payment cannot be verified.
Shipping and Delivery
Nuwkem provides delivery services across South Africa.
Delivery options may include:
- Courier delivery
- Local delivery
- Collection from our branches in Johannesburg and Cape Town
Processing Time
Orders are processed once payment has been received and confirmed.
Processing times may vary depending on:
- Product availability
- Order size
- Delivery location.
Estimated Delivery Times
| Location | Delivery Time |
|---|---|
| Cape Town, Durban, Johannesburg, Pretoria | 2–5 working days |
| Regional Areas | 2–6 working days |
| Remote Areas | 3–7 working days |
These delivery times are estimates only and may vary due to courier delays.
Collection Times – Please confirm stock is available before collecting
| Location | Collection Timeframe |
|---|---|
| Cape Town, Johannesburg | 2–5 working days |
Delivery Charges
Delivery charges depend on:
- Delivery location
- Order size
- Product type
Orders within the greater Johannesburg and Cape Town areas:
- Orders under R1500 – Delivery fee of R150
- Orders above R1500 – Free delivery
Paper products and certain bulk orders may require separate courier quotations.
Courier Charges
- Paper products and certain bulk orders may require separate courier quotations
- Courier quotes are provided separately and must be paid before delivery can take place
- Paper products can also be collected from our branches
- Courier quotes are valid for 7 days, after which they are subject to reconfirmation
Delivery Address
Customers are responsible for providing accurate delivery details.
Additional courier fees may apply if an order needs to be re-delivered due to incorrect address information.
Returns and Refunds
Returns Policy
Returns are accepted for stocked items only and must be requested within 7 days of delivery or collection.
Products must be returned to the Johannesburg or Cape Town branches.
If a product was sent via courier and cannot be delivered to our branches, the customer is to send the products back. If the fault is with Nuwkem, we will refund the courier to the customer.
Return Conditions
Products must:
- Be unused
- Not be installed
- Be in original packaging
- Include all components and accessories
- Be undamaged
Products failing these conditions may not qualify for credit or refund.
Non-Returnable Items
The following items cannot be returned:
- Special order products
- Custom manufactured products
- Consumables and refills
- Incorrectly ordered items
Faulty Products
If a product is defective due to manufacturing fault, Nuwkem will:
- Replace the item
- Cover courier costs where applicable
- Kindly contact our offices so that an agent can help you troubleshoot the product before sending it back.
Refunds
Refunds will be processed once:
- The returned product has been inspected
- The return meets policy conditions
- Bank account verification has been received
Refunds are processed within 5–15 working days.
CPA Cooling-Off Policy
Under the Electronic Communications and Transactions Act, customers may cancel an online purchase within 7 days of receiving the goods.
However, this cooling-off right does not apply to:
- Custom manufactured products
- Special order items
- Products made to customer specifications
- Consumables and refills
Customers exercising this right will be responsible for return courier costs, and goods must be returned in original condition.
PAIA Manual
In terms of the Promotion of Access to Information Act (PAIA), individuals may request access to certain company records.
Requests can be submitted to:
Information Officer
Nuwkem (Pty) Ltd
Email: admin@nuwkem.co.za
Requests must follow the procedure outlined in PAIA and may be subject to applicable fees.
