Terms & Conditions

Urban Chilli produces and sells chilli sauces, food products, gift sets and related merchandise.

We make every reasonable effort to ensure that product descriptions, photographs, sizes, flavours and other information displayed on our website are accurate. Because many of our products are produced in small batches, there may be natural variations in colour, consistency, texture and appearance between batches.

Product photographs are for illustrative purposes and the appearance of packaging, labels or products may vary slightly from the images displayed on the website.

Customers should review any ingredient, allergen and other product information provided before consuming a product.

The perceived heat of chilli products varies considerably from person to person. Any description of a product as mild, hot, very hot, seriously hot or similar is intended only as a general guide.

Some Urban Chilli products may contain extremely hot chilli varieties. Customers are responsible for selecting products appropriate for their own tolerance and should use very hot products with appropriate care.

All prices are displayed in South African Rand (ZAR).

The price payable is the price displayed at the time the order is placed, together with any applicable delivery charges shown during checkout.

Urban Chilli reserves the right to change prices at any time. Price changes will not affect orders that have already been successfully placed and paid for.

An order is submitted when the customer completes the checkout process.

We reserve the right to decline or cancel an order where, for example:

• a product is unavailable;
• an incorrect price or product description was displayed;
• payment cannot be confirmed;
• we reasonably suspect fraudulent activity; or
• we are unable to fulfil the order.

If we cancel an order after payment has been received, the amount paid for the cancelled products will be refunded.

Online payments are processed through PayFast or another payment service displayed during checkout.

Urban Chilli does not directly store customers' complete payment card details.

Payment must be successfully completed before an order will be processed unless another payment arrangement has specifically been agreed to.

Customers may request cancellation of an order before it has been prepared or dispatched.

If the order has not yet been prepared or dispatched and cancellation is possible, Urban Chilli will cancel the order and refund the amount paid.

Once an order has been prepared or dispatched, it may no longer be possible to cancel it, particularly because our sauces and other consumable products are food products.

To request a cancellation, contact info@urbanchilli.co.za as soon as possible and provide your order details.

Orders are delivered to the delivery address supplied by the customer during checkout.

Urban Chilli may use The Courier Guy or another suitable courier or delivery provider to fulfil orders.

Any delivery timeframe provided is an estimate unless expressly stated otherwise. Delays can occasionally occur due to circumstances outside our reasonable control.

Customers are responsible for providing a complete and accurate delivery address and contact information.

Additional delivery costs resulting from incorrect or incomplete information supplied by the customer may be charged to the customer where permitted by law.

Although delivery may be performed by a third-party courier, Urban Chilli remains the customer's point of contact regarding problems with an Urban Chilli order.

If an order is lost in transit, arrives damaged, is leaking, or has otherwise been materially affected during delivery, please contact us at info@urbanchilli.co.za.

We may ask for photographs of the parcel, packaging and affected products so that we can investigate the problem with the courier.

Where appropriate, Urban Chilli will arrange a replacement or refund. We will deal with the courier separately; customers will not ordinarily be required to resolve a legitimate delivery claim directly with the courier.

For health, hygiene and food-safety reasons, food products cannot ordinarily be returned or exchanged merely because a customer has changed their mind.

This restriction does not apply where a product is defective, damaged, leaking, spoiled, incorrectly supplied or otherwise does not meet the requirements of applicable South African consumer law.

Non-food merchandise, where sold, will be handled in accordance with applicable consumer law and any conditions disclosed for that product.

We want customers to receive their Urban Chilli products in proper condition.

If you receive a product that is:

• damaged;
• leaking;
• spoiled;
• defective;
• different from what you ordered;
• missing from your order; or
• otherwise not reasonably fit for its intended purpose,

please contact info@urbanchilli.co.za within 7 days of delivery, where reasonably possible.

Please include your order number and a description of the problem. We may request photographs of the product and its packaging to help us investigate.

The 7-day notification request helps us resolve delivery and product problems quickly and does not remove or reduce any rights you may have under applicable South African law.

Where Urban Chilli confirms that a product is damaged, defective, incorrect, spoiled or otherwise legitimately requires remedy, we will, as appropriate and subject to applicable law:

• replace the affected product; or
• refund the affected product.

Where the entire order has been materially affected, a refund or replacement may apply to the entire order.

Urban Chilli may not require the physical return of an opened or damaged food product where doing so would be impractical or inappropriate. We may instead request photographs or other reasonable evidence of the problem.

Nothing in these Terms limits any remedy to which a consumer is entitled under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.

Approved refunds will normally be processed using the original payment method where reasonably possible.

Once Urban Chilli has processed a refund, the time taken for the funds to appear in the customer's account may depend on PayFast, the relevant financial institution and the customer's bank.

Urban Chilli cannot control banking or payment-processing times after a refund has been successfully submitted.

Where only part of an order is affected, a partial refund may be issued for the affected product or products.

Where a refund results from an error by Urban Chilli, an incorrect product, a defective product, damage in transit or another circumstance for which Urban Chilli is responsible, we will deal with reasonable associated delivery costs in accordance with applicable law.

Delivery charges are not ordinarily refundable where an order has been correctly supplied and there is no defect or other legal basis for a refund.

Customers with food allergies, sensitivities or dietary requirements should carefully review the ingredient and allergen information provided with the product.

If you are uncertain whether a product is suitable for you, please contact us before consuming it.

Products are subject to availability.

Because Urban Chilli produces products in batches, a product may occasionally become unavailable after an order has been submitted.

If we cannot supply a paid product, we will offer an appropriate alternative where suitable or refund the amount paid for the unavailable product.

Promotions and discount codes may be subject to additional conditions.

Unless otherwise stated, promotions cannot be exchanged for cash and may not be combined with other promotions.

Urban Chilli reserves the right to withdraw or correct a promotion where there has been an obvious error, abuse or technical problem, subject to applicable law.

You may use the Urban Chilli website for lawful personal and commercial purchasing purposes.

You may not intentionally interfere with the operation or security of the website, attempt unauthorised access to its systems, use the website fraudulently, or reproduce protected website content without permission.

The Urban Chilli name, branding, logos, product photographs, designs, website content and other intellectual property belonging to Urban Chilli or its licensors may not be reproduced or commercially used without permission, except where permitted by law.

Nothing in these Terms excludes or limits liability where such liability cannot lawfully be excluded or limited.

To the extent permitted by South African law, Urban Chilli will not be responsible for indirect or consequential losses arising from the use of the website or products where such losses were not reasonably foreseeable.

These Terms are intended to operate consistently with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

If any provision of these Terms conflicts with a mandatory right granted to a consumer by applicable law, the applicable law will prevail.

Personal information collected through the website is handled in accordance with our Privacy Policy and applicable South African data-protection legislation.

These Terms & Conditions are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with applicable South African law and the rights available to consumers under that law.

Questions about orders, deliveries, cancellations, refunds or these Terms & Conditions can be sent to:

Email: info@urbanchilli.co.za