Terms and Conditions

Terms & Conditions

Disclaimer

When you visit the Higiene site, you consent to receiving communications from Higiene electronically and agree that all agreements, notices, disclosures, and other communications sent by Higiene satisfy any legal requirements, including but not limited to the requirement that such communications should be “in writing”. You must ensure that the goods are fit for the purpose for which you want to buy them and are in good condition and free of any form of defects before you take delivery of the goods. It is a responsibility of the customer to ensure before delivery, that the goods listed on the invoice, till slip, or your purchase order correspond in description, price and quantity with the goods purchased. You agree to adhere to the user/manufacturer’s instructions and ensure that you make yourself aware of all product warnings and safety instructions prior to the use of any and all products purchased from Higiene. You are to keep proof of purchase, till slip or invoice. When returned you need proof of authorization by Higiene and proof of all returned goods.

We take every care to ensure that the description and specification of our products are correct at the time of publication. However, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you. Orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website.

Delivery:

Local – Western Cape

We have our own fleet of vehicles allowing Higiene to be in total control of all our deliveries. Higiene delivers directly to customers within the borders of the Western Cape South Africa only.

Our policy is to deliver goods ordered within 48-96 hours of receipt of order to all local destinations. Our country routes have specific days allocated for deliveries to the outlying areas. Our contract manufacturing division does however operate differently as these orders are normally huge tonnage and are planned for accordingly.

MTO products

Made to order and private labelled products could take 10 – 15 days for delivery. No refunds will be allowed for special orders or private labelled products.

Outline areas

For deliveries outside of the Western Cape borders Higiene makes use of various third-party companies. This is for deliveries anywhere in South Africa. Any and all costs for deliveries outside of Higiene’ s geographical area are for the client’s expense.

Online orders

Online orders are delivered door to door and must have a physical address within the borders of South Africa and not a Post Box address. We do not deliver to any postal addresses i.e. deliver to a post box or to any post offices. Please ensure all delivery details including the postal code are accurate, as you will be liable for all additional handling and shipping charges as a result of such errors. Please also ensure that someone is available to sign for and receive your goods at the time of delivery. It will be deemed that you as the purchaser assign without prejudice and without a proxy to a party other than yourself to sign for your goods at your specified and confirmed delivery address should you be or not be present at time of delivery. You accept that Higiene does not have to prove that you personally received the delivery of such goods. You agree that we would only be required to prove that someone not necessarily yourself signed for the goods at your specified and confirmed delivery address. Although we monitor every purchase order to ensure your package is delivered.

Should you have not received your delivery of goods after 48 hours of the expired delivery period you would need to contact us within a maximum of 72 hours. Should you fail to notify us of “none” delivery within the given period you agree that it would be deemed that you received the purchased goods.

Delivery of products purchased through the online store is subject to the geographical delivery framework as determined by our courier partners. Should your delivery address fall into one of these categories, you will be liable for any additional costs incurred in delivery, storage and or returning the parcel. (Category list as follows, plots, farms, mines, military bases, major chain stores, power stations, game reserves and lodges and harbours)

Failed delivery:

We will notify you of a failed delivery i.e., whereby no one was at the specified delivery address to receive and sign for the goods at the time of delivery. We will endeavour to reschedule the delivery with you within 24 – 48 hours, however, you may be liable if any additional handling and shipping charges are incurred for a re- delivery.

Goods shipped in error/ Incorrect goods delivered:

In the unfortunate event that you receive a delivery whereby the goods and or its quantity delivered to you does not match your products and its quantity as per your waybill / purchase order, you agree to notify us immediately upon receipt of such delivery on 021905 4712 or via mail to info@Higiene.com, online@Higiene.com to have the incorrect goods collected and the correct goods delivered to you.

Wrong product delivered cost and time frame:

If we accidentally deliver the wrong product, chemicals or accessories please contact Higiene directly and we will collect the product from you at no charge. If the product or accessory was not delivered at all but is on the invoice, please mark the item on the invoice as not delivered. Once we have inspected the problem and validated your return, we will deliver the correct product back to you as soon as possible (if the correct product is available); or credit your account within 10 days of the return (or refund you if that is your preference).

Products damaged on delivery:

Should a product or any accessory be damaged when delivered or collected, please notify Higiene immediately. Notify us within 24 hours of receipt of delivery on info@Higieneonline.com, online@Higiene.com or call us on 021 905 4712.

Once the goods have been delivered or collected from our premises it is out of our control how the products or accessories are handled or transported. Higiene will not be able to take responsibility for offsite handling of any products at all. There will be no replacement or credits passed for goods damaged by third party staff or clients not working for Higiene.

In the regrettable event that you receive a damaged product in seal or enclosed packaging, we will do our utmost best to have the damaged product collected and a new product delivered to you within a maximum of 72 hours (weekdays only).

Price of delivery:

Delivery prices differ and are determined by the following:

 Location within major centres or Outlaying Delivery Areas.

 Weight and Dimensions of total purchase order.

In the instance of special delivery deals the price of product or total purchase order value could determine the delivery rate.

The price of your delivery is calculated automatically and will be displayed prior to the payment process, in the shopping cart and at checkout.

Delivery Periods – important to note:

Delivery service time frame will commence upon payments confirmation being received. Delivery periods will generally be affected within the selected delivery type timeframe, after collection from point of dispatch and between major centres from Monday to Fridays.

We deliver on Monday to Saturday from 08h00 to 17h00 to both business and residential addresses. No deliveries on a Sunday and any Public Holidays. ID may be requested upon delivery. Major centres include any destination within a 40km radius of the following cities: Pretoria, Johannesburg, Bloemfontein, Cape Town, George, Port Elizabeth, East London, Durban, Pietermaritzburg and Nelspruit. Delivery outside main centres is usually within 3-5 working days. The following areas may experience delays due to airline constraints: George, Nelspruit, Richards Bay, Polokwane and Welkom.

We offer the following types of delivery options (Online only):

24 – 48 hour delivery

This service is available to Cape Town customers only on condition that your order is placed and payment as well as your order confirmation is received before 10h30. The areas covered by this option is Southern and Northern suburbs, Cape flats and Cape Town CBD.

2 to 5 Day delivery:

This service is available throughout South Africa and delivery will be affected within 48 to 96 hours, (Monday to Saturday, excludes weekends and public holidays) on condition that your order is placed and payment as well as your order confirmation is received before 12h00. Certain Outlaying Delivery Areas routes and major centres may experience a 24-hour delay on shipments to or from any Outlaying Delivery Areas.

Refunds:

Refunds are deposited directly into your credit card or bank account. This process may take up to 14 days. Refunds processing time frame will only commence from time of goods received. If returns are taken directly to Higiene, the refund will only be processed immediately after a manager has evaluated and assessed the item to be in its original condition. Delivery costs will not be refunded if the order was sent with courier services.

Returns of online purchases:

Product purchases made online may be returned or exchanged at Higiene subject to the submission of the original proof of purchase and that the product is in its original packaging and condition. In line with the CPA (Consumer Protection Act), a handling fee up to 20% of the current value of the product may be charged when the product is not returned in its original condition and/or if the packaging is damaged or missing. If a chemical product is opened and tampered with, the complete returned product claim will be declined. Returns sent via courier must be sent at the customers own cost and will be assessed upon receipt in our quality control department.

Items that are damaged / used / opened will not be refunded immediately and will undergo a full assessment before a conclusion can be reached. In the event that the product is found to be not faulty, you will be liable for all handling and shipping charges, for the collection and the re-delivery of the product to you. You will be liable if the goods are damaged or faulty as a result of misuse, abuse or negligence.

Goods return policy:

If you are not completely satisfied, you can return the product to us and we will replace it, or credit your account, subject to the below terms and conditions. This Policy only applies to products bought from Higiene online.

Preparing your products for a return:

To ensure your Goods Return is processed as quickly as possible you are responsible for the following when returning your products:

Ensure all chemical products are in the original containers unopened or sealed. Small packs to be packaged back into its original packaging for protection during transit.

All accessories and all its spares to be packed back into its original packaging for protection during transit. All goods must be returned upon delivery but if not no later than 48 hours after it has been reported to Higiene. Chemical products with their batch numbers to be inspected by our lab to ensure the correct products was delivered and collected. Accessories that are MTO’s to be inspected by the supplier, otherwise the general accessory items will be accessed by Higiene’s staff.

Attach a copy invoice of the Goods Returned to the stock when delivered or give the copy invoice to the driver of the courier company upon collection.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return or refund you if that is your preference.

If you return a product or any accessories to Higiene and fail to return all the chemicals or accessories and accessory parts that were sold to you, we are entitled to (subject to applicable law) refuse to credit or replace the products or items bought and you as the client will be obligated to collect the goods returned.

If an order is placed, processed, paid, and cancelled before delivery commenced a full refund will be done after 5 days. Money must reflect and must be cleared in the bank before such refunds can be made.

If an order is placed, processed, paid, and cancelled after delivery has been made a 10% handling fee or a delivery and collection fee will be charged whichever the grater.

If an order is placed, delivered, and cancelled/returned for any HACCP items, a 10% handling fee will be charged to cover processing/handling fees by order of our supplier. Additional courier charges will be for the client’s expense as well.

No cash refund after 7 days.

No refunds for any product which is a MTO (made to order or specially ordered).

No refunds for any product manufactured with a private label.

Exchange within 30 days with original invoice provided.

Stock can only be returned or exchanged if it is unopened and not tampered with. If it is a chemical product it will have to be tested by our own lab for assessment.

Stock can only be returned or exchanged if it is in a sellable condition or if it is a defective product.

No refunds or exchanges will be done if product has been opened and used with no visible defects.

No refunds or exchanges will be done if a defected product was used beyond 10% (ten percent).

A customer complaint will be logged by the telesales department and the lab will investigate into the matter.

Time span of two to three weeks’ is required to investigate but could be sooner depending on customer complaint, product, application etc.

Defective products:

We will always do our best to ensure that our chemical products are manufactured with the best raw material and by the highest standard possible. We will also do our best to ensure that all accessories are of the best quality, in good working order and without defects when delivered to you.

What is a defected chemical?

If a product has separated.

If a clear product went cloudy.

If a clear product went milky.

If a product has a bad odour.

If a powder is lumpy or went hard.

What is a defected accessory?

If a mop or broom handle is bent or cracked.

If a cleaning trolley doesn’t have all its wheels.

If paper products have been spilled on.

If refuse bags are not sealed properly on the bottom side.

If a dispenser doesn’t operate properly.

The above is only some examples.

Expiration dates and expired products:

Once a chemical product has expired, we cannot take the product back. Every product that is manufactured will be evaluated according to its own specifications to see if the expiration date of the product can be extended for another period of time. To keep all our client complying we recommend disposing in accordance with local legal provisions.

Payment Method:

Credit/debit card

Using credit cards is still one of the most convenient ways to shop online.

Below are our accepted debit and credit cards:

VISA and Mastercard Credit card.
VISA and Mastercard Debit card.

Credit/debit card payments are done through the secure third-party payment service PayStack. Higiene does not keep any of your personal credit/debit card information.

Instant EFT

With Instant EFT (Electronic Fund Transfer) you can make safe online payments directly from your internet banking. You don’t need a credit card or debit card to be able to make payment.

Unlike your traditional EFT solutions, with instant EFT your funds clear immediately without additional fees and no proof of payment is required to show for your purchase.

These banks allow for instant EFTs: Absa, African Bank, Capitec, FNB, Investec, Nedbank, Standard Bank, TymeBank.

This facility is made possible through the secure third-party payment service PayStack. Higiene does not keep any of your banking information.

Your payments are secure

We always encrypt and secure any transmitted data via a Secure Socket Layer (SSL).

Your credit card information is encrypted and protected with the best electronic and administrative safeguards via our payment provider PayStack. PayStack is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity and is certified with the Payment Association of South Africa as a Systems Operator and a Third-Party Payment Provider.

3D Secure is used for any Credit and Debit card transactions to ensure that payments are officially authorised through your bank’s website via a One Time Pin (OTP). This is an additional layer of security and registration for 3D secure is simple; it’s managed by South African Banks and you will be prompted to register for this service during your first online shopping experience with us.

PayStack that facilitates our Instant-Instant EFT payments via PayStack, is a Payment Card Industry Data System Security (PCI DSS) Level 1 Certification entity.

Cookies and their use on our website:

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:

Make our website work as you’d expect.
Enable you to login to our members area, forums, and blog.
Remember your settings during and between visits.
Improve the speed/security of our website.
Allow you to share pages with social networks like Facebook and Twitter.
Personalise our website to you to help you get what you need faster.
Continuously improve our website for you.

We do not use cookies to:

Collect any personally identifiable information (without your express permission)
Collect any sensitive information (without your express permission)
Pass personally identifiable data to third parties.

Granting us permission to use cookies:

If the settings on your software that you are using to view our website (your browser) are adjusted to accept cookies, and you continue to use our website, we take it to mean that you accept our usage of cookies.

Note: most Internet browsing software facilities disabling cookies per website, and you are free to do this, but note that our website will not work as you would expect. For example, you will not be able to register as a member, log in to our members area, forums, or blog.

Our own cookies:

So, you can easily ‘Like’ or share our content by using the Facebook, Twitter, and other social network buttons we have included on our website.

Each social network button may set its own cookies and you can find out more on the relevant websites.

The privacy implications on this will vary from social network to social network and will be dependent on the privacy settings you have chosen on these networks and websites.

Social Website Cookies:

So, you can easily ‘Like’ or share our content by using the Facebook, Twitter, and other social network buttons we have included on our website.

Each social network button may set its own cookies and you can find out more on the relevant websites.

The privacy implications on this will vary from social network to social network and will be dependent on the privacy settings you have chosen on these networks and websites.

Anonymous Visitor Statistics Cookies:

We use cookies to compile visitor statistics such as how many people have visited our website, what type of technology they are using (e.g. Mac or Windows which helps to identify how our website is working for particular technologies), how long they spend on our website, what page they look at etc. This helps us to continuously improve our website. These statistics are all anonymous.

More Information

Please email us if you have any questions.

Contact Us

If you have any questions or suggestions regarding our privacy policy, if you wish to be removed from our mailing list or for any other information, you may contact us at: info@Higiene.com

Pricing Policy:

Higiene bears a thirty-day (30) days price policy, thereafter we do a price adjustment to ensure that our customers do not receive huge price increases. Price adjustments only happen if there are price increases on raw materials or packaging otherwise prices will stay firm for a long time.

Accessories prices will increase and decrease as it is linked to the exchange rate.

This way we stay on top of prices where it comes to the economy, petrol prices, and prices of raw materials and packaging, etc.

However, if raw material and accessory costs increase for whatever reason, Higiene reserves the right to increase prices with immediate effect without notification.

Product Protection

Customer and supplier interpretation.

Goods not sold in a certain period of time can be returned to Higiene upon approved conditions as well as a signed agreement.

Products not sold in a three-month period.

Products not sold in a six-month period.

Products not exceeding 50% of its expiry date.

Products that have expired cannot be returned even if there is a product protection clause.

No open-ended contracts will be agreed upon.

All products and accessories must be in its original packaging, untampered with ready to be re sold.

All products and accessories must be in the same condition as it was when delivered.