Policies
Return Policies
Return
As Matha Thama we are always concerned about our customers' satisfaction. Should you receive an order from us with a product related issue (damaged, expired, or tampered with) you are able to return this to us with no charge.
We do advise though, that you email us at info@mathathama.com; within 1hr of receiving the order, detailing the issue and attach pictures depicting this issue. We will assess the issue and revert back to you as soon as possible, to make sure our customer is satisfied.
Further, for returns to be valid, the product must be returned at the same weight they went out.
If the reason for the return is not product related (old, damaged, tampered with), and should the customer still want to return the goods, they can do so, and logistics will be their charge (depending on where the product is coming back to us from – based on the original delivery address for the original order). However, given the nature of our produce, such returns will not be refunded under any circumstances.
Cancellation
Please contact us through the contact us page, describe the reasons for your cancellation and we will review this and get back to you as soon as possible to conclude the matter.
Refunds or Exchanges
Food and fresh produce are perishable products and therefore, as stated above, they are non-returnable under any circumstances. However, should there be any issues that are product related we can go through them with the customer to establish the best course of action to make sure that they receive the value that they paid for.
For a return or exchange to be valid the product must be unopened, uneaten and still the same weight as it was when sent out to the delivery address on the order.
Privacy Policy
Collecting personal information
In this policy we refer to personal information, as information that can positively identify an individual.
When you visit our website, we only collect information necessary for us to complete your order satisfactorily. In this regard we may collect your name, cell phone number, physical address, email address, and billing address. This website is hosted by Shopify and therefore this list may not be exhaustive, in their regard.
The purpose of the collection of this information for the effective fulfillment of our customers' orders.
Should the customer request to be contacted with marketing information, we will reach out to them, but never without their prior approval through the website.
Sharing of personal information
We share your personal information with our service providers to help fulfill the order of our customers. We use Bobgo smart shipping as our logistics partner to calculate the shipping cost, however, Matha Thama manages all deliveries. Shopify, as mentioned above, hosts our online store. We may also share your information to comply with local laws.
Use of Personal Data
In so far as Shopify allows for the use of 3rd party analytics as well as its own, we do try to learn as much as possible from our customers and their behaviour while visiting our site. We therefore rely on some of our customers personal and behavioural data (as provided by shopify and 3rd parties) to improve the customer experience.
For more information on privacy policies please reach out to us at:
info@mathathama.com
We are always keen to engage with our community!
Shipping policy
Matha Thama is responsible for its own deliveries within the defined 60km radius, as enforced by our website host Shopify. All orders within that radius are allowed, all others are not.
Shipping terms
Matha Thama is NOT responsible for orders that are lost or damaged in the process of delivering the products.
Product returns/exchange shipping terms
As expressed in our Returns policy, any non product related returns or exchanges will be at the expense of the customer. This price will depend on the original delivery address and be determined when evaluated. Please contact us on info@mathathama.com should you have any furher questions.
Shopify policy
At Shopify, we prioritize the protection of personal information and comply with global privacy and data protection laws. Here are some key points about how we handle personal and financial information:
- Credit Card Security: Shopify does not store credit card information directly. We use PCI-compliant servers and strict data security standards to handle credit card information securely. This data is encrypted and sent directly to payment processors without being stored on our servers.
- Customer Data Management: Shopify provides tools for you to access, edit, and delete customer data. This helps you fulfill customer rights under GDPR to access, rectify, or erase their personal data.
- Data Permissions: You are responsible for obtaining any necessary permissions and consents from your customers for data sharing, as required by applicable laws and guidelines.