F.A.Q


Register as a Customer, Find your favorite products, add items to the cart, check out and pay.

If you need help or prefer to order via email, contact us and we will assist.

  • We get your order ready for dispatch immediately.
  • As soon as your payment reflects on our account the courier will collect your parcel.You will be able to track and follow your order from our warehouse to your doorstep.
  • Delivery time from the purchase and payment reflection are usually 2-5 days.
We will let you know immediately should there be any delays.

Offers & Options
We have Bulk Discount Structure available, please get in contact with us via email and we will get back to you.

Contact us today  

info@truefamilyneeds.com

Contact: 0766725324
              : 0662144953

 Important information:

1. Registration and use of the website
  • Only registered users may order on the Website.
  • To register as a user, you must provide a unique username and password and provide certain information and personal details to True Family Needs. You will need to use your unique username and password to access the Website in order to purchase from us.
  • You agree and warrant that your username and password shall be used for personal use only; and not be disclosed by you to any third party.
  • For security purposes you agree to enter the correct username and password whenever ordering from us, failing which you will be denied access.
  • You agree that, once the correct username and password relating to your account have been entered, irrespective of whether the use of the username and password is unauthorized or fraudulent, you will be liable for payment of such order, save where the order is cancelled by you in accordance with these Terms and Conditions.
  • You agree to notify True Family Needs immediately upon becoming aware of or reasonably suspecting any unauthorized access to or use of your username and password and to take steps to mitigate any resultant loss or harm.
  • By using the Website you warrant that you are 18 (eighteen) years of age or older and of full legal capacity. If you are under the age of 18 (eighteen) or if you are not legally permitted to enter into a binding agreement, then you may use the Website only with the involvement and supervision of your parent or legal guardian. If your parent or legal guardian supervises you and gives his/her consent, then such person agrees to be bound to these Terms and Conditions and to be liable and responsible for you and all your obligations under these Terms and Conditions.
  • You agree that you will not in any way use any device, software or other instrument to interfere or attempt to interfere with the proper working of the Website. In addition, you agree that you will not in any way use any robot, spider, other automatic device, or manual process to monitor, copy, distribute or modify the Website or the information contained herein, without the prior written consent from an authorized True Family Needs representative (such consent is deemed given for standard search engine technology employed by Internet search websites to direct Internet users to this Website).
  • You may not use the Website to distribute material which is defamatory, offensive, contains or amounts to hate speech or is otherwise unlawful.
  • You may not in any way display, publish, copy, print, post or otherwise use the Website and/or the information contained therein without the express prior written consent of an authorized True Family Needs representative.

2. Conclusion of sales and availability of stock
  • Registered users may place orders which True Family Needs may accept or reject. Whether or not True Family Needs accepts an order depends on the availability of items, correctness of the information relating to the items (including without limitation the price) and receipt of payment or payment authorization by True Family Needs for the items.
  • NOTE: True Family Needs will indicate the acceptance of your order by delivering your order to you or allowing you to collect them, and only at that point will an agreement of sale between you and True Family Needs come into effect (the “Sale”). This is regardless of any communication from True Family Needs stating that your order or payment has been confirmed. True Family Needs will indicate the rejection of your order (by True Family Needs itself) by cancelling it and, as soon as possible thereafter, refunding you for any amount already paid.
  • Prior to delivery or your collection of the order/s, you may cancel an order at any time provided you do so before receiving a dispatch or delivery notice. After delivery or your collection of the items, you may return the items only in accordance with the Returns Policy.
  • Placing items in a  shopping basket without completing the purchase cycle does not constitute an order for such items, and as such, items may be removed from the shopping basket if stock is no longer available or the price thereof might change without notice to you. You cannot hold True Family Needs liable if such Goods are not available or are not available at the particular price when you complete or attempt to complete the purchase cycle at a later stage.
  • You acknowledge that stock of all items on offer is limited and that pricing may change at any time without notice to you. In the case of items for sale by True Family Needs, True Family Needs will take all reasonable efforts to monitor stock levels and ensure that when stock is no longer available, that offers thereof are discontinued on the Website. However, we cannot guarantee the availability of stock. When items are no longer available after you have placed an order, True Family Needs will notify you and you will be entitled to a refund of any amount already paid by you for such items. 
  • Certain items may not be purchased for re-sale. Should we suspect that any such items are being purchased for sale, we are entitled to cancel your order immediately on notice to you.
We only work with our most trusted courier companies within South Africa, we unfortunately do not deliver outside the borders of South Africa just yet :).

Charges:
Our delivery charges are subject to change at any time, without prior notice to you. You will see the applicable delivery charges in your cart when you check out.

We offer two methods of delivery of Goods to you. You may select delivery via:
  • courier
  • self-collection.
Delivery times:
Pandemic of COVID-19 Level's.
We are usually lightning fast with your order and work with a awesome delivery team.ALL PRODUCTS are available to be sold during any level in the - pandemic of COVID-19

Delivery time are usually 2-5 Business days.

When we accepts your order, True Family Needs delivery team will deliver your parcel to you as soon as possible. Delivery time will take place within 2-7 working day's. Bulk orders lead time are 7-14 working day's.

True Family Needs’s obligation to deliver a product to you is fulfilled. When our deliver team deliver the product to the physical address, given by you.True Family Needs is not responsible for any loss or unauthorized use of a product, after it has been collected and delivered of product to the physical address given by you unless client has requested transport insurance.  

For further questions before or during the shipping process or collection arrangements please contact us!

You choose your preferred way of paying for your order!
We accept Bank Transfer/ EFT/ Cash on collection / swipe in store.

Bank Transfer:

If you prefer to pay by EFT (Electronic Funds Transfer) or directly into our bank account at a bank – no problem. We will send you our bank details once you ordered. Please use your order number as payment reference and send us the proof of payment to info@truefamilyneeds.com As soon as your funds clear on our account – your order is on the way to you.

*Note that all orders done by EFT / BANK TRANSFER are subject to a waiting period of 7 Days, after which if we have not received payment the order will be automatically cancelled.

Only orders that have been paid in full and have cleared will be released, orders done by EFT/Bank Deposit usually take up to 24 - 48 hrs from time of payment.

You may contact us to obtain a full record of your payment. We will also send you email communications about your order and payment.

Once you have selected your payment method, you will be directed to a link to a secure site for payment of the applicable purchase price for the Items.
WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing: With your permission, we may send you emails about our store, new products and other updates.

CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@truefamilyneeds.com.

DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SITE123
Our store is hosted on SITE123. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through SITE123 data storage, databases and the general SITE123application. They store your data on a secure server behind a firewall.

PAYMENT
If you choose a direct payment gateway to complete your purchase, then SITE123 stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

LINKS
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

PRIVACY POLICY IMPORTANT INFORMATION:
  1. We respect your privacy and will take reasonable measures to protect it, as more fully detailed below.
  2. Should you decide to register as a user on the Website, we may require you to provide us with personal information which includes but is not limited to -
  • your name and surname;
  • your email address;
  • your physical address;
  • your gender;
  • your mobile number; and
  • your date of birth.
  1. Should your personal information change, please inform us and provide us with updates to your personal information as soon as reasonably possible to enable us to update your personal information.
  2. You may choose to provide additional personal information to us, in which event you agree to provide accurate and current information, and not to impersonate or misrepresent any person or entity or falsely state or otherwise misrepresent your affiliation with anyone or anything.
  3. Subject to clause below, we will not, without your express consent: 1. use your personal information for any purpose other than as set out below:
  • in relation to the ordering, sale and delivery of Items;
  • to contact you regarding current or new Items or services or any other items offered by us or any of our divisions, affiliates and/or partners (unless you have opted out from receiving marketing material from us);
  • to inform you of new features, special offers and promotional competitions offered by us or any of our divisions, affiliates and/or partners (unless you have opted out from receiving marketing material from us); and
  • to improve our product selection and your experience on our Website by, for example, monitoring your browsing habits, or tracking your sales on the Website; or
  • disclose your personal information to any third party other than as set out below:
  • to our employees and/or third party service providers who assist us to interact with you via our Website, email or any other method, for the ordering of Items or when delivering Items to you, and thus need to know your personal information in order to assist us to communicate with you properly and efficiently;
  • to our divisions, affiliates and/or partners (including their employees and/or third party service providers) in order for them to interact directly with you via email or any other method for purposes of sending you marketing material regarding any current or new items or services, new features, special offers or promotional items offered by them (unless you have opted out from receiving marketing material from us);
  • to law enforcement, government officials, fraud detection agencies or other third parties when we believe in good faith that the disclosure of personal information is necessary to prevent physical harm or financial loss, to report or support the investigation into suspected illegal activity, or to investigate violations of these Terms and Conditions;
  • to our service providers (under contract with us) who help with parts of our business operations (fraud prevention, marketing, technology services etc). However, our contracts dictate that these service providers may only use your information in connection with the services they perform for us and not for their own benefit;
  • to our suppliers in order for them to liaise directly with you regarding any faulty Items you have purchased which requires their involvement; and
  1. We are entitled to use or disclose your personal information if such use or disclosure is required in order to comply with any applicable law, subpoena, order of court or legal process served on us, or to protect and defend our rights or property. In the event of a fraudulent online payment, True Family Needs is entitled to disclose relevant personal information for criminal investigation purposes or in line with any other legal obligation for disclosure of the personal information which may be required of it.
  2. We will ensure that all of our employees, third party service providers, divisions, affiliates and partners (including their employees and third-party service providers) having access to your personal information are bound by appropriate and legally binding confidentiality obligations in relation to your personal information.
  3. Ratings and Reviews: When you provide a rating or review of a Product, you consent to us using that rating or review as we deem fit, including without limitation on the Website, in newsletters or other marketing material. The name that will appear next to that rating or review is your First Name, as you would have provided upon registration. If you do not agree to this, please do not put any ratings or reviews on the Website. We will not display your Last Name, nor any of your contact details, with a rating or review.
  4. We will -
  • treat your personal information as strictly confidential, save where we are entitled to share it as set out in this policy;
  • take appropriate technical and organisational measures to ensure that your personal information is kept secure and is protected against unauthorised or unlawful processing, accidental loss, destruction or damage, alteration, disclosure or access;
  • provide you with access to your personal information to view and/or update personal details;
  • promptly notify you if we become aware of any unauthorised use, disclosure or processing of your personal information;
  • provide you with reasonable evidence of our compliance with our obligations under this policy on reasonable notice and request; and
  • upon your request, promptly return or destroy any and all of your personal information in our possession or control, save for that which we are legally obliged to retain.
  1. We will not retain your personal information longer than the period for which it was originally needed, unless we are required by law to do so, or you consent to us retaining such information for a longer period.
  2. True Family Needs undertakes never to sell or make your personal information available to any third party other than as provided for in this policy.
  3. Whilst we will do all things reasonably necessary to protect your rights of privacy, we cannot guarantee or accept any liability whatsoever for unauthorised or unlawful disclosures of your personal information, whilst in our possession, made by third parties who are not subject to our control, unless such disclosure is as a result of our gross negligence.
  4. If you disclose your personal information to a third party, such as an entity which operates a website linked to this Website or anyone other than True Family Needs, TRUE FAMILY NEEDS SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE, HOWSOEVER ARISING, SUFFERED BY YOU AS A RESULT OF THE DISCLOSURE OF SUCH INFORMATION TO THE THIRD PARTY. This is because we do not regulate or control how that third party uses your personal information. You should always ensure that you read the privacy policy of any third party.
  5. This website makes use of “cookies” to automatically collect information and data through the standard operation of the Internet servers. “Cookies” are small text files a website can use (and which we may use) to recognise repeat users, facilitate the user’s on-going access to and use of a website and allow a website to track usage behaviour and compile aggregate data that will allow the website operator to improve the functionality of the website and its content, and to display more focused advertising to a user by way of third party tools. The type of information collected by cookies is not used to personally identify you. If you do not want information collected through the use of cookies, there is a simple procedure in most browsers that allows you to deny or accept the cookie feature. Please note that cookies may be necessary to provide you with certain features available on our Website, and thus if you disable the cookies on your browser you may not be able to use those features, and your access to our Website will therefore be limited. If you do not disable “cookies”, you are deemed to consent to our use of any personal information collected using those cookies, subject to the provisions of this clause.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@truefamilyneeds.com
attn. Privacy Compliance Officer


INTRODUCTION
This website can be accessed at truefamilyneeds.co.za, related mobi-sites and software applications (the “Website”) and is owned and operated by True Family Needs Online (RF) (Proprietary) Limited (“True Family Needs”, “we”, “us” and “our”).
These Website Terms and Conditions (“Terms and Conditions”) govern the ordering, sale and delivery of Items, and the use of the Website.
These Terms and Conditions are binding and enforceable against every person that accesses or uses this Website (“you”, “your” or “user”), including without limitation each user who registers as contemplated below (“registered user”). By using the Website and by clicking on the “Register Now” button on the Website, as may be applicable, you acknowledge that you have read and agree to be bound by these Terms and Conditions.
The Website enables you to shop online for an extensive range of items including hygiene products, electronics, health and beauty products, and more (“Items”).

IMORTANT NOTICE
  1. These Terms and Conditions apply to users who are consumers for purposes of the Consumer Protection Act, 68 of 2008 (the “CPA”).
  2. These Terms and Conditions contain provisions that appear in similar text and style to this clause and which -
  3. may limit the risk or liability of True Family Needs or a third party; and/or
  4. may create risk or liability for the user; and/or
  5. may compel the user to indemnify True Family Needs or a third party; and/or
  6. serves as an acknowledgement, by the user, of a fact.
  7. Your attention is drawn to these Terms and Conditions because they are important and should be carefully noted.
  8. If there is any provision in these Terms and Conditions that you do not understand, it is your responsibility to ask True Family Needs to explain it to you before you accept the Terms and Conditions or continue using the
  9. Nothing in these Terms and Conditions is intended or must be understood to unlawfully restrict, limit or avoid any right or obligation, as the case may be, created for either you or True Family Needs in terms of the CPA.
  10. True Family Needs permits the use of this Website subject to the Terms and Conditions. By using this Website in any way, you shall be deemed to have accepted all the Terms and Conditions unconditionally. You must not use this Website if you do not agree to the Terms and Conditions.
CHANGES TO THESE TERMS AND CONDITIONS
  • True Family Needs may, in its sole discretion, change any of these Terms and Conditions at any time. It is your responsibility to regularly check these Terms and Conditions and make sure that you are satisfied with the changes. Should you not be satisfied, you must not place any further orders on, or in any other way use, the Website.
  • Any such change will only apply to your use of this Website after the change is displayed on the Website. If you use the Website after such amended Terms and Conditions have been displayed on the Website, you will be deemed to have accepted such changes.

ELECTRONIC COMMUNICATIONS
When you visit the Website or send emails to us, you consent to receiving communications from us or any of our divisions, affiliates or partners electronically in accordance with our privacy policy as set out in clause 15 above.

OWNERSHIP AND COPYRIGHT
  • The contents of the Website, including any material, information, data, software, icons, text, graphics, lay-outs, images, sound clips, advertisements, video clips, trade names, logos, trade-marks, designs and service marks which are displayed on or incorporated in this Website (“Website Content”) are protected by law, including but not limited to copyright and trade mark law. The Website Content is the property of True Family Needs, its advertisers and/or sponsors and/or is licensed to True Family Needs.
  • You will not acquire any right, title or interest in or to the Website or the Website Content.
  • Any use, distribution or reproduction of the Website Content is prohibited unless expressly authorised in terms of these Terms and Conditions or otherwise provided for in law. To obtain permissions for the commercial use of any Website Content contact us.
  • Where any of the Website Content has been licensed to True Family Needs or belongs to any third party, your rights of use will also be subject to any terms and conditions which that licensor or third party imposes from time to time and you agree to comply with such third party terms and conditions.

ERRORS
  • We shall take all reasonable efforts to accurately reflect the description, availability, purchase price and delivery charges of Items on the Website. However, should there be any errors of whatsoever nature on the Website (which are not due to our gross negligence), we shall not be liable for any loss, claim or expense relating to a transaction based on any error, save – in the case of any incorrect purchase price – to the extent of refunding you for any amount already paid, or otherwise as set out in the Returns Policy. 
  • True Family Needs shall not be bound by any incorrect information regarding our Items displayed on any third-party websites.

DISCLAIMER
  • The use of the Website is entirely at your own risk and you assume full responsibility for any risk or loss resulting from use of the Website or reliance on any information on the Website.
  • Whilst True Family Needs takes reasonable measures to ensure that the content of the Website is accurate and complete, True Family Needs makes no representations or warranties, whether express or implied, as to the quality, timeliness, operation, integrity, availability or functionality of the Website or as to the accuracy, completeness or reliability of any information on the Website. If any such representations or warranties are made by True Family Needs’s representatives, True Family Needs shall not be bound thereby.
  • True Family Needs disclaims liability for any damage, loss or expenses, whether direct, indirect or consequential in nature, arising out of or in connection with your access to or use of the Website and/or any content therein unless otherwise provided by law.
  • Although Items sold from the Website may, under certain specifically defined circumstances, be under warranty, the Website itself and all information provided on the Website is provided “as is” without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, completeness, or non-infringement, as may be allowed in law.
  • Any views or statements made or expressed on the Website are not necessarily the views of True Family Needs, its directors, employees and/or agents.
  • In addition to the disclaimers contained elsewhere in these Terms and Conditions, True Family Needs also makes no warranty or representation, whether express or implied, that the information or files available on the Website are free of viruses, spyware, malware, trojans, destructive materials or any other data or code which is able to corrupt, destroy, compromise, disrupt, disable, harm, jeopardise or otherwise impede in any manner the operation, stability, security functionality or content of your computer system, computer network, hardware or software in any way. You accept all risk associated with the existence of such viruses, destructive materials or any other data or code which is able to corrupt, compromise, jeopardise, disrupt, disable, harm or otherwise impede in any manner the operation or content of a computer system, computer network, any handset or mobile device, or your hardware or software, save where such risks arise due to the gross negligence or wilful misconduct of True Family Needs, its employees, agents or authorised representatives. True Family Needs thus disclaims all liability for any damage, loss or liability of any nature whatsoever arising out of or in in connection with your access to or use of the Website.

LIMITATION OF LIABILITY
  • True Family Needs cannot be held liable for any inaccurate information published on the Website and/or any incorrect prices displayed on the Website, save where such liability arises from the gross negligence or wilful misconduct of True Family Needs, its employees, agents or authorised representatives. You are encouraged to contact us to report any possible malfunctions or errors.
  • TRUE FAMILY NEEDS SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS OR DAMAGES WHICH MIGHT ARISE FROM YOUR USE OF, OR RELIANCE UPON, THE WEBSITE OR THE CONTENT CONTAINED IN THE WEBSITE; OR YOUR INABILITY TO USE THE WEBSITE, AND/OR UNLAWFUL ACTIVITY ON THE WEBSITE AND/OR ANY LINKED THIRD PARTY WEBSITE.
  • YOU HEREBY INDEMNIFY TRUE FAMILY NEEDS AGAINST ANY LOSS, CLAIM OR DAMAGE WHICH MAY BE SUFFERED BY YOURSELF OR ANY THIRD PARTY ARISING IN ANY WAY FROM YOUR USE OF THIS WEBSITE AND/OR ANY LINKED THIRD-PARTY WEBSITE.

AVAILABILITY AND TERMINATION
  • We will use reasonable endeavours to maintain the availability of the Website, except during scheduled maintenance periods, and are entitled to discontinue providing the Website or any part thereof with or without notice to you.
  • True Family Needs may in its sole discretion terminate, suspend and modify this Website, with or without notice to you. You agree that True Family Needs will not be liable to you in the event that it chooses to suspend, modify or terminate this Website other than for processing any orders made by you prior to such time, to the extent possible.
  • If you fail to comply with your obligations under these Terms and Conditions, including any incident involving payment of the price of an order for any Items, this may (in our sole discretion with or without notice to you) lead to a suspension and/or termination of your access to the Website without any prejudice to any claims for damages or otherwise that we may have against you.
  • True Family Needs is entitled, for purposes of preventing suspected fraud and/or where it suspects that you are abusing the Website and/or have created multiple user profiles to take advantage of a promotion or Coupon intended by True Family Needs to be used once-off by you, to blacklist you on its database (including suspending or terminating your access to the Website), refuse to accept or process payment on any order, and/or to cancel any order concluded between you and True Family Needs, in whole or in part, on notice to you. True Family Needs shall only be liable to refund monies already paid by you (see True Family Needs’s Returns Policy in this regard), and accepts no other liability which may arise as a result of such blacklisting and/or refusal to process any order.
  • At any time, you can choose to stop using the Website, with or without notice to True Family Needs.

GOVERNING LAW AND JURISDICTION
  • These Terms and Conditions and our relationship and/or any dispute arising from or in connection with these Terms and Conditions shall be governed and interpreted in accordance with the laws of the Republic of South Africa. Your continued use of the Website will constitute your consent and submission to the jurisdiction of the South African courts regarding all proceedings, transactions, applications or the like instituted by either party against the other, arising from any of these Terms and Conditions.
  • In the event of any dispute arising between you and True Family Needs, you hereby consent to the non-exclusive jurisdiction of the High Court of the Republic of South Africa (Western Cape Division, Cape Town) notwithstanding that the quantum in the action or proceedings may otherwise fall below the monetary jurisdiction of that court.
  • Nothing in this clause 23 or the Terms and Conditions limits your right to approach any court, tribunal or forum of competent jurisdiction in terms of the CPA.

NOTICES
  • True Family Needs hereby selects Roy Campbell Street, Brackenhurst, Alberton, Johannesburg, 1449 as its address for the service of all formal notices and legal processes in connection with these Terms and Conditions (“legal address”). True Family Needs may change this address from time to time by updating these Terms and Conditions.
  • You hereby select the delivery address specified with your order as your legal address, but you may change it to any other physical address by giving True Family Needs not less than 7 days’ notice in writing.
  • Notices must be sent either by hand, prepaid registered post, telefax or email and must be in English. All notices sent -
  • by hand will be deemed to have been received on the date of delivery;
  • by prepaid registered post, will be deemed to have been received 10 days after the date of posting;
  • by telefax before 16h30 on a business day will be deemed to have been received, on the date of successful transmission of the telefax. All telefaxes sent after 16h30 or on a day which is not a business day will be deemed to have been received on the following business day; and
  • by email will be deemed to have been on the date indicated in the “Read Receipt” notification. ALL EMAIL COMMUNICATIONS BETWEEN YOU AND US MUST MAKE USE OF THE “READ RECEIPT” FUNCTION to serve as proof that an email has been received.

COMPLAINTS
We are a participant under the Consumer Items and Services Industry Code and are bound by it. An electronic copy of this Code is available at http://www.cgso.org.za/downloads/. If you have a complaint about the items or services provided by us or require information regarding our internal complaints-handling process, please get in touch with us directly.
If we don’t resolve your complaint within 15 (fifteen) business days of you having notified us of it, you are entitled to approach the Consumer Items and Services Ombud (“CGSO”), to assist in resolving the dispute. The CGSO’s contact details are: Website: http://www.cgso.org.za/ Sharecall: 0860 000 272 Email: complaints@cgso.org.za

INFORMATION
  • For the purposes of the ECT Act, True Family Needs’s information is as follows, which should be read in conjunction with its product descriptions and other terms and conditions contained on the Website:
  • Full name: True Family Needs (Pty) Ltd, a private company registered in South Africa with registration number 2020/193780/07
  • Main business: Retailer
  • Physical address for receipt of legal service (also postal and street address): Brackenhurst, Alberton, Johannesburg, 1449 (marked for attention: CEO and Legal)
  • Office bearers: Neldie Bothma and Burnedette Jordaan
  • Phone number: +27 76 672 5324 / +27 82 047 4675
  • Email address: info@truefamilyneeds.com
  • PAIA: The manual published in terms of section 51 of the Promotion of Access to Information Act 2000 may be downloaded from here.

GENERAL
  • True Family Needs may, in its sole discretion, at any time and for any reason and without prior written notice, suspend or terminate the operation of the Website or the user’s right to use the Website or any of its contents subject to us processing any orders then already made by you.
  • You may not cede, assign or otherwise transfer your rights and obligations in terms of these Terms and Conditions to any third party.
  • Any failure on the part of you or True Family Needs to enforce any right in terms hereof shall not constitute a waiver of that right.
  • If any term or condition contained herein is declared invalid, the remaining terms and conditions will remain in full force and effect.
  • No variation, addition, deletion, or agreed cancellation of the Terms and Conditions will be of any force or effect unless in writing and accepted by or on behalf of the parties hereto.
  • No indulgence, extension of time, relaxation or latitude which any party (the “grantor”) may show grant or allow to the other (the “grantee”) shall constitute a waiver by the grantor of any of the grantor’s rights and the grantor shall not thereby be prejudiced or stopped from exercising any of its rights against the grantee which may have arisen in the past or which might arise in the future.
  • These Terms and Conditions contain the whole agreement between you and True Family Needs and no other warranty or undertaking is valid, unless contained in this document between the parties.














Returns:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
-Jewelry
- Health and personal care items

To complete your return, we require a receipt and/or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery

Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, which will be at True Family Needs discretion. If you are approved, then your refund will be processed accordingly. This takes between 7-14 days to process your refund.

Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company or with your bank, it may take some time before your refund is officially posted, credit card refunds have a turnaround time of 5-7 working days to process back to your card, this is for security reasons due to credit card fraud. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at info@truefamilyneeds.com

Exchanges:
We only replace items if they are defective. If you need to exchange it for the same item, send us an email at info@truefamilyneeds.com

Shipping:
To return your product, please contact us on info@truefamilyneeds.com
We will then communicate with you as necessary so we can arrange a collection.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item to us at your own cost you should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and won’t be held liable for anything going wrong during the return.