Terms of service

Terms of service

Introduction

New Routes is an online e-commerce store that sells essential starter kits to people moving into a new home or living space. New Routes (“the site”) allows visitors (“purchasers,” “users,” or “you”) to shop for items such as Bedroom, Kitchen, Bathroom, Party, or Braai kits online.
By using this site, you agree to be bound by these Terms and Conditions and all applicable laws and regulations.

Legally Enforceable Contract

All visitors to this site, including anyone making a purchase (“purchasers”), are required to comply with these Terms and Conditions. By registering, accessing, or using the site, you confirm that you have read, understood, and agree to these Terms and Conditions.

Availability of Products

The supply of New Routes products and services depends on stock availability. If an item is unavailable, New Routes will issue a full refund to the customer within 30 days.
Cancellations made by the customer will incur a 15% administration fee. If the cancellation is made within 7 days of the scheduled delivery date, a 50% cancellation fee will apply.

Product Substitutions

At New Routes, we aim to ensure that every item in our kits matches the product descriptions shown on our website. However, if a specific product is temporarily unavailable, we may offer a suitable alternative of equal quality and value.
Before making any substitution, our team will contact you to confirm that you are happy with the replacement. If you do not approve the alternative, you may choose to wait for the original item to become available or request a refund for that portion of your order.

Buying Products

Our website allows you to place electronic orders for one or more products currently available on the site. We make reasonable efforts to ensure that product availability is accurate and up to date.
A sales contract between you and New Routes is only formed once you have fully completed and submitted your online order for the items in your shopping cart, and your payment has been successfully authorised, or our bank account has received the funds. This is subject to the item(s) being in stock at the time of purchase.

Payment and Security

Payments for products purchased on our store are processed securely through PayFast, a trusted South African payment gateway. PayFast allows customers to pay using various methods, including Visa and Mastercard credit or debit cards, Instant EFT, mobile wallets (such as Apple Pay and Samsung Pay), and other options like Mobicred, MoreTyme, and Scan to Pay. All transactions are encrypted and processed  through PayFast’s secure system to ensure that your personal and payment information remains private and protected. Your bank account details are not stored on this site. New Routes is not responsible for any issues arising from payments processed through PayFast. Customers should direct any payment-related queries or disputes to PayFast directly.

Delivery Policy

At New Routes, we do our best to make delivery simple, reliable, and right on time. Please review the information below before placing your order.
We currently offer free delivery to selected areas within Cape Town, Stellenbosch, and Somerset West.
To check if you qualify, simply enter your zip code at checkout. If your area qualifies, the free delivery option will appear automatically.

If your address falls outside our free delivery zones, please contact us directly to arrange a pickup from our designated address. We’re happy to coordinate a convenient time that works for you.

Customers can choose their preferred delivery date and time at checkout. To ensure on-time delivery, you can only select a date that is 7 days or more after your order date. This allows our team enough time to prepare and package your order carefully.

We always aim to deliver on the exact date and time selected. In rare cases of unexpected delay (for example, due to weather, traffic, or logistical issues), our team will contact you immediately to arrange an alternative delivery time.

For customers arranging a pickup, you will receive a confirmation message with the pickup address and available collection hours once your order is ready.
You will also receive an email or SMS confirmation once your order has been dispatched or is ready for pickup.

If you are not available at the scheduled delivery time, our team will contact you to reschedule. Rescheduling may result in an additional delivery fee. Customers who wish to change their delivery date or time after placing an order must contact us at least 48 hours in advance.

Returns and Refunds Policy

If you are dissatisfied with your purchase for any reason, including receiving an incorrect product or a change of preference, you may request a return within 7 days of delivery. Depending on the circumstances, you may be eligible for a refund or replacement. Certain hygiene-related items are non-returnable once opened.

Further details can be found in our full Refund and Return Policy. Customers are responsible for ensuring that returned products are sent back in their original condition and packaging, unless otherwise agreed.
Approved refunds will be processed within 7–10 business days after receiving and inspecting the returned items.

Privacy Policy

Any personal information you provide when using our store is handled in accordance with our Privacy Policy. You can view the full Privacy Policy on the dedicated Privacy Policy page.

Responsibility

New Routes is responsible for all customer transaction–related aspects on this website. This includes the sale of products, customer service and support, handling of disputes, and the delivery of goods purchased through the online store.

Age Eligibility

To use this website and make a purchase, you must be 18 years of age or older. By placing an order, you confirm that you meet this age requirement. We reserve the right to cancel any orders or deny access to individuals who do not comply with this policy.

Limitation of Liability

To the maximum extent permitted by law, New Routes, its affiliates, employees, and partners shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of this site or the purchase of products. This includes, without limitation, loss of profits, data, or business opportunity.

Intellectual Property

All content, images, logos, text, and materials on this website are the intellectual property of New Routes or its licensors. You may not copy, reproduce, distribute, or use any content from this website without express written permission from New Routes.

Force Majeure

New Routes will not be held liable for any delay or failure to perform its obligations if such delay or failure is due to causes beyond its reasonable control, including but not limited to natural disasters, strikes, acts of government, transport disruptions, or power outages.

Amendments

New Routes reserves the right to update or modify these Terms and Conditions at any time without prior notice. Changes will be effective immediately upon posting to the website. Your continued use of the website after such changes constitutes your acceptance of the updated Terms and Conditions.

Governing Law

This website and all transactions are governed by the laws of the Republic of South Africa. Any disputes or issues arising will be handled in accordance with South African law.

Contact Information

For any questions or concerns regarding these Terms and Conditions, please contact us at smartstartkits@gmail.com.