Consumer Protection

1. Overview

DeliKing is a cross-border shopping and forwarding service that helps customers in Zimbabwe purchase products from South African retailers, consolidate shipments, and deliver to the destination. We aim to provide clear information, fair processes, and responsive support aligned with the Consumer Protection Act (South Africa).

In practice, this means we focus on: transparent pricing, honest product/service descriptions, reasonable delivery commitments, safe handling, fair cancellations, and meaningful complaint resolution.

2. Transparent Pricing & Quotes

2.1 What you see at checkout

• We display the best available pricing we have at the time of checkout, including service and delivery components where applicable.
• Where a cost depends on weight/dimensions or customs processing, we show how the charge is calculated and what assumptions are used.

2.2 Changes to retailer pricing

Retailer prices may change between checkout and the time we purchase the item. If there is a material change, we will notify you and provide a reasonable next step (e.g., confirm the updated amount, choose alternatives, or cancel if applicable).

2.3 Hidden fees

We do not intentionally hide mandatory fees. If third-party charges arise (e.g., customs duties or taxes), we will communicate them as soon as reasonably possible and explain who charges them and why.

3. Fair Marketing & Disclosures

• We aim to present services and timelines clearly and avoid misleading claims.
• We disclose when we act as an intermediary/forwarding service rather than the manufacturer of goods.
• We identify the nature of the service (purchase facilitation, consolidation, forwarding, last-mile delivery).

4. Quality, Safety & Fit-for-Purpose

4.1 Product quality

Products are supplied by third-party retailers. We do not manufacture items and may not be able to provide manufacturer warranties ourselves. Where possible, we assist with returns/claims through the retailer under their policies and applicable law.

4.2 Handling and forwarding

• We take reasonable care in consolidation, packaging, and forwarding to reduce risk of damage.
• If an item arrives damaged and the damage likely occurred during handling/forwarding, we will investigate and propose a fair remedy (see section 6).

4.3 Fitness for purpose

We encourage customers to confirm product specifications before purchase. Where we provide guidance or recommendations, we aim to do so responsibly and based on the information available.

5. Cancellations & Cooling-off

5.1 Before purchase is placed with the retailer

If you request cancellation before we place the purchase with a retailer, we may be able to cancel with minimal cost. Any non-recoverable processing fees (if already incurred) will be explained.

5.2 After purchase is placed

Once an item is purchased from a retailer, cancellation depends on the retailer’s policy and whether shipping or processing has already started. We will explain your options, likely timeframes, and any fees that may apply.

5.3 Cooling-off (where applicable)

Certain transactions may qualify for cooling-off rights, but cross-border and third-party retailer rules can affect practical execution. If you believe cooling-off applies, contact support promptly and we will assess and guide you.

6. Returns, Refunds & Remedies

6.1 Common eligible scenarios

• Incorrect item delivered (different product/model/size than ordered).
• Item arrived damaged (especially if damage appears linked to handling/forwarding).
• Material mismatch versus the retailer description (where evidence supports the claim).

6.2 What we may offer

• Replacement (where available and reasonable).
• Refund to original payment method (subject to third-party recoverability and fees).
• Store credit or partial refund (where appropriate and agreed).
• Assistance in processing a retailer claim.

6.3 Non-refundable components

Some service components may be non-refundable once performed (e.g., processing, consolidation, customs documentation, or outbound shipping). If a refund is partial for these reasons, we will itemise the rationale.

7. Delivery, Timelines & Delays

7.1 Delivery estimates

Estimated delivery times are provided as guidance, not guarantees. Delays can occur due to customs clearance, weather, carrier backlogs, or other factors outside our direct control.

7.2 Communication

• We provide tracking updates when available.
• If a shipment is delayed materially, we will communicate the reason (where known) and the expected next update.

7.3 Failure to deliver

If a shipment cannot be delivered due to incorrect address details, repeated failed delivery attempts, or refusal to accept delivery, additional costs may apply (e.g., re-delivery or return shipping). We will communicate this clearly before taking action.

8. Complaints & Dispute Handling

8.1 Our complaint approach

• We acknowledge complaints promptly and request the minimum evidence needed to investigate.
• We aim to provide a clear written outcome with the proposed remedy or next steps.
• We keep records of complaint outcomes to improve processes and prevent repeats.

8.2 Escalations

If you are unhappy with the initial resolution, you may request escalation to a senior support agent or compliance review. We will re-check the facts, evidence, and applicable terms.

9. Contact

For CPA-related questions, complaints, or escalation requests, contact us: