Terms and Conditions

Thank you for visiting Have2Have and taking time to read this important information before placing your order. We have structured this section in an easy-to-read document. If you have any questions please click on the “contact us” link at the end of this document. Although, before you do please carefully read through this document as more than 90% of the questions asked daily are answered here. We understand your money is hard earned and thus ask that you carefully acquaint yourself with the information provided. Shopping at the Have2Have online mall, compared to normal online shops, is in most cases, hugely advantageous to your bank account, but there are some differences you need to be aware of.

Contents

The Have2Have service

Have2Have is South Africa’s first virtual mall, like a traditional mall we have hundreds of shops offering thousands of different products at this one stop portal. Importantly like a mall, all items are sold by the various stores listing items here, and likewise, these stores are responsible for the accuracy of the information listed, setting the price and offering the after sales support and warranty. Have2Have sells no items ourselves. All items are sold by the listing store and yourself. Our service is available exclusively to corporate customers, buy placing your order you confirm your order is for corporate use, and that your company annual turnover is in excess of R5 000 000.00.

Unlike a traditional mall, you won’t battle to find parking, you won’t have to tip people to watch your car, there isn’t throngs of people to share congested corridors with and you can shop 24hrs a day, 365 days a year.

Most importantly, we bring shops and distributors from not only South Africa, but from Asia, Canada, and the USA in one easy to navigate spot.

PS: Do you have a great product? Do you offer great service and great pricing? CLICK HERE

Pricing policy

The stores who list items on Have2Have specify the pricing advertised. Have2Have doesn’t charge these stores a single cent to list their items and only charges a small service fee for each successful sale. This means lower pricing to you our customer.

Although we ask stores to ensure that their pricing and stock availability information is kept up to date, in exceptional instances where there are errors, the stores have the right to cancel the order and return all monies paid via refunds.

Have2Have lists items from the same country but offered by different stores by cheapest price, this means that a price could change because the cheapest store sells out, and the website immediately switches to the next cheapest store, resulting in a higher price. Likewise if a store previously sold out gets stock in at a lower price the web price offered will drop. Be aware that the same item may be listed up to three times from three different countries, but only the cheapest listing is shown by country, so you could, for instance, have Camera XYZ listed from the USA at R2000, from Asia at R1800 and from South Africa at R3000

All orders delivered to South African addresses include South African VAT at 14%

Pricing is made up as follows:

SOUTH AFRICAN PRICING items sourced in South Africa include the cost from the store supplying the item, VAT and the Have2Have service charge.

OVERSEAS PRICING items sourced outside South Africa include the cost from the store supplying the item, shipping to either our USA or Hong Kong office, shipping from either office to South Africa, shipping insurance, all duties payable to SARS, VAT and the Have2Have service charge.

Why are your prices so cheap?

The owners of Have2Have are consumers just like you, and hate paying for all the little add-on charges, levied by regular business. We have looked at every cost, from not having a call centre, or customers calling on our premises. This not only reduces the cost of having staff on a shop floor, but also the cost of security and the cost normally applied to each sale to cover the loss from the pilferage of goods, right down to public liability insurance! As consumers we hate paying three times the actual cost to stores who offer a no questions asked return policy, just so that irresponsible consumers have a thirty day window to return items. Consumers have responsibilities too and when we go shopping we hate paying these extra costs often built in by stores to protect themselves from fellow consumers who can’t make up their mind. We are obsessed with saving you money! In the end the prices quoted on Have2Have are not cheap; it’s just that you don’t need to pay all of the normal “unnecessary extra’s” that shops usually expect you to pay.

Discounts

Do you offer discounts? No, Have2Have believes in always providing the lowest price to our users, whilst still remaining profitable. We feel it is unfair to customers who don’t ask for discounts, to pay for a build in margin that can be “given” to those customers who do ask for a discount.

Exchange Rate

Overseas stores set pricing in US Dollars and thus pricing changes in line with the prevailing exchange rate. To ensure that we secure the rate as specified when your order is placed we place the order as soon as possible after receipt of your request. Items from USA & Canadian vendors ordered and paid for before 4pm on business days are finalised same day by 6pm. Orders placed after this time are finalised the next working day. Likewise Asian orders are confirmed by noon weekdays. (All times quoted are SA times).

If the rate fluctuates after your order is placed but before it is paid we reserve the right to cancel your order. In such instances please re-order and effect payment at the new rate. (We only secure rates for a short time, please ensure payments are made via credit card or EFT’s are effected immediately).

If the Rand weakens and pricing goes up, but your order has already been paid and placed at the store overseas, don’t worry we will honour the original rate. In this spirit please remember that should items come down in price due to Rand strengthening, refunds / credits are not considered.

Origin of stock

Each item lists the country of origin, please note that the items are sourced in that country specifically for you. The item is intended for use in that country. The following important information is pertinent for usage of these items in S.A.

ELECTRICTY SUPPLY Some electrical appliances sourced in the USA & Canada have a 2pin American style socket but are 110v and 220v compatible. In these instances an adapter is supplied free of charge. Other items are 110v only and will require a transformer sold separately.

WATCHES AND CLOCKS from the USA & Canada with power supplies may not work properly in South Africa due to our power utility using a 50 Hz frequency, no adapter to remedy this is available. Atomic Clocks & Watches work in South Africa but need to be manually set, as we live too far away to receive the radio signal that updates the time automatically.

USA TV, DVD, CAMCORDER, VIDEO, TV and CONSOLE GAMES are usually designed for the NTSC, DVD Region1 or Blu Ray region A standard, please ensure your appliance, gaming console supports this.

SONY PS3, SONY PSP, and Nintendo DS Games (excludes XL, 3DS, Vita) work universally, and can be ordered worry free.

PC GAMES work universally; however please ensure your PC meets the recommended requirements and that you order for the correct operating system (MAC or Windows).

DIGITAL VIDEO CAMERAS intended for editing, and playback on your PC will work on any PC, irrespective of NTSC and PAL standards. NTSC camera’s will require an NTSC compatible TV, please see NTSC Standard below.

ANALOGUE TV TUNERS, from the USA will not work in South Africa,

DIGITAL TV TUNERS, South Africa is currently switching over to digital broadcasts, the standards have not been confirmed yet, however DVB-T broadcasts are available in very limited areas.

Radio Tuners, the USA uses a slightly different range between frequencies on the FM spectrum, for instance you can tune into 94.7 MHz but not to 98.0, so if you want to listen to 5FM in Johannesburg you have to tune into 98.1.

NTSC STANDARD, items that connect with the NTSC standard will generally work on most modern TV’s, LCD, Plasma’s and projectors purchased after 2000. A large percentage of TV’s sold in the nineties will also work. Please ensure if purchasing an item that requires a monitor/tv from USA & Canada that your display screen supports this.

VERY IMPORTANT! Items with country of origin listed outside South Africa are purchased abroad for you at your request and delivered to your door on a parallel import basis for your convenience. The authorised South African distributor of these products is under no obligation to honour the manufacturer’s guarantees/warranties or to provide after sales service.

Delivery

All orders are delivered subject to availability at the store listing the item.

No stock is kept by Have2Have, once your order is confirmed and paid we will source the item for you, as the majority of goods come from outside South Africa, most items are delivered in approximately one week. A delivery estimate is provided for most items in stock at the stores abroad. This delivery estimate is provided for indication purposes only and is based on our previous order experience.

Have2Have offers two delivery methods, namely door to door courier and to your post office counter.

Door to door courier items can be delivered to your door via door to door courier. Deliveries are carried out weekdays during office hours. When ordering please specify the delivery address (not PO Box) at which you will be available during office hours to accept delivery. Please allow an extra 3 business days over and above the specified delivery estimate for deliveries outside Johannesburg, Pretoria, Cape Town, Durban and Port Elizabeth. Very large and or heavy items to Cape Town and Port Elizabeth may also be subject to a slightly longer delivery time. Customers in far outlying area's not serviced by our courier will be switched to Post Office counter delivery with FULL INSURANCE

We will email you at least the day before delivery to say that delivery is expected during the next two business days, our courier cannot call each customer before delivery, if you are not in, the courier will leave the package at the address you specify (usually reception, goods receiving or the mail room).

Delivery to your Post office low risk and lightweight items can be ordered with delivery to your nearest post office counter. When ordering items that qualify please specify your postal address. When collecting from your post office counter please take with your ID book and the reference number emailed to you on dispatch from our Johannesburg office. VERY IMPORTANT no insurance is offered for loss or damage when specifying postal delivery. Risk is transferred to you, at the instant our local post office issues us a receipt of the shipment being sent.

Please allow an extra 5 business days over and above the specified delivery estimate for post office deliveries

Shipping Insurance all goods are insured against loss when using door to door courier deliveries. This cover is provided for replacement of items until delivery is completed at your specified delivery address. No insurance is available on post office deliveries.

International Delivery currently we only deliver internationally to Namibia and Botswana.

Have2Have aims to deliver goods in pristine condition. Goods are sent well packaged either in boxes or courier flyers with sufficient packaging. Items may have labels applied to the packaging. However goods do travel long distances and thus the packaging is subject to minimal wear and tear from travel.

Delivery Inspection

When your order is delivered, it is important to check the contents of the shipment to make sure that the right items have been received, everything is included and that the items have suffered no damage. If items are damaged or missing please indicate this on the courier waybill (your copy and drivers copy) and ensure you keep your copy safe. Please notify us within 24hrs of delivery so that we can file a claim with the courier.

Post office deliveries unfortunately have no coverage against loss or damage.

Powering on new items

If your order contains electrical items from the USA or Canada, please check the transformer for “input voltage”. If item is specified as “100-240v” items they may be plugged in. Items of which the voltage is specified as 100v, 110v, 115v or 120v but have no mention of 220v or 240v will need to be connected with a step down voltage transformer (available separately on Have2Have). If you are unsure please contact us first before connecting to power.

Damage caused by connecting North American power supplies without a step down voltage transformer are not covered by the normal warranty.

Delivery times

Have2Have aims to get goods to your door quickly, we understand that you are eager to receive the items and do everything possible to get the goods to your door in record time. We ensure that the stores get your order as soon as funds are received or an authorisation code is issued by your credit card company. We ask stores to ship using the fastest method, some in fact get goods to our USA and ASIA office’s in just one day, from where they are dispatched by express courier to Johannesburg. When the items arrive at our Johannesburg office, we ensure they are dispatched to you in just one business day.

Have2Have will never cause any delay to the shipment of your order, it makes sense for us to keep things moving quickly, it means less emails from customers, a continuous workflow, and lowered liability against theft and most importantly we know a happy customer will be back. BUT some stores overseas take anything up to 10days to deliver to our regional office, the couriers will usually use the fastest route to Johannesburg (space allowing) but at times goods are routed through Europe (causing 2day delays) or are held up by Weather (hurricanes, typhoons, and snow). Lastly and most difficult to determine is Customs clearance times, although some shipments clear in under 1hour, the majority take up to 3 business days and a very very small percentage are stopped for Customs inspections.

For orders with multiple items the delivery estimate for the entire will be based on the item with the slowest delivery, as orders are shipped complete. Split shipments are possible, but additional delivery fees are incurred.

The delivery estimate is provided on the vast majority of items for indicative purposes only, please be aware that your shipment may be delivered outside of these times.

Customs formalities

Have2Have is fully compliant with all customs regulations and formalities. We work closely with our agents to ensure that your goods are cleared quickly but correctly. The prices quoted on site include all customs duties + VAT and the customs agent’s fees.

Customs Stops

Have2Have imports approximately 350 shipments per year, and on most of these (+/- 98%) SA Customs trusts our declaration and calculates the taxes payable based solely on the information we provide. However to keep things honest every now and then without warning they stop our shipments to inspect the contents to compare what we have declared vs. what is actually in the shipment. Once done they either release the package for delivery or request that we prove the amounts declared on the paperwork. We do this by submitting the invoices we receive from the stores overseas when your goods were purchased reconciled to our bank statements. SARS will then check the paperwork and release the shipment. We apologise for the delays caused by these unexpected stops and assure customers that although the Customs stop is beyond our control, we have ensured that shipments are always correctly submitted, and the paperwork that is requested by SARS in these instances are submitted accurately and promptly. Although frustrating and time consuming this process keeps all importers in SA honest, and this as a whole, is good for the country and keeps the playing field level.

Payment

Payment can be made via EFT to anyone of our accounts at the four major SA banks, or by a locally issued Visa Card, Master Card, American Express or Diners club.

Ebucks, and other loyalty program points are not accepted.

Budget request are accepted, and will be processed for anything between 6, 12, 18, 24 months. Credit and debit cards which do not support budget transactions are approved straight. Please make arrangements with your bank.

Privacy

We hate SPAM as much as you do and will NEVER sell, rent or otherwise share your email to any third party.

Images

Images are uploaded by the stores for illustrative purposes only, the stores themselves either own the images or are licensed to use them. If you see an incorrect image posted please report it to webmaster@have2have.co.za. In instances where an incorrect image is loaded, please note the title of the item will deemed to be correct.

Faulty Items

Have2Have does everything possible to ensure that you receive the items you order in perfect function. Measures include purchasing from only reputable stores, sufficient packaging, and as a policy, we take no returns back into stock, thus ensuring goods sent to you are brand new items.

However despite our best efforts in extremely rare instances goods are sent from the factory with a fault. All manufacturers will from time to time have the odd mistake, and no brand of product can guarantee a 100% perfection rate, nor can any store supplying goods. Should this occur with your order we ask that you give the manufacturer the opportunity rectify the problem by sending a replacement to you. Most items will need to be sent back to origin to qualify, and although we know and understand that the fault is not yours, you will need to pay the cost back to origin. Likewise the fault is not that of Have2Have but to keep things fair we will carry the cost back to South Africa and onward to your door as well as the Customs costs from re-importation.

Returns

Have2Have only orders and ships brand new items, likewise we take no goods back “into stock” from customers, this saves future customers money (stock sitting on shelves impacts the company’s cash flow, which has a cost that is normally transferred to the customers). It also ensures customers receive only brand new sealed items. USA origin goods can be returned, but have to get back to the USA within 30days of your original order date. The store will only refund the value of the item while all other costs including shipping, duties, and our service fees are non refundable. You will also need to pay to send the goods back to America. This return is usually very expensive and results in a refund value far less than what is originally paid, and in your interest, is strongly discouraged.

Opened goods and goods of a personal nature (jewellery, clothing etc) cannot be returned.

Order status

Once you order you are able to log into your Have2Have account and view the current order status. The following is what you can expect to see.

“Awaiting bank transfer”: Indicates that you have selected to arrange payment via electronic payment, payment is however not reflecting. If payment has been arranged please notify us sales@have2have.co.za. Payments are updated weekdays only between 08h30 and 16h30. Payments made outside of these times will only be allocated on the next business day.

Payments made from banks other than ABSA, FNB, Nedbank and Standard bank may take up to two business days to reflect.

Payments by cheque will be acknowledged via email but remain in this status until cleared by our bankers. These orders are only placed with the vendors once the order status updates to “processing”, and is subject to price changes and inventory shortages.

“Awaiting CC processing” : Your order is pending an authorisation code from your bank, these requests are sent to the bank weekdays between 08h30 and 16h30 after stock availability is confirmed and card validity is checked. Orders placed outside of these times will only be checked and sent for approval on the next business day. If your order is declined by your bank a notice is sent to your specified email address and the order will remain in this status.

When declining orders the bank will not give us any reason, it is usually as a result of a card number, expiry date , CVV number, Name on card or billing address input error. If you believe this to be the case please re order ensuring all information is entered exactly.

“Processing”: Your order inevitably remains in this status for the longest time. When it enters this status it means funds have successfully been arranged and the order has been sent to the store supplying the goods. You can now sit back and relax whilst goods travel around the world to Johannesburg, through Customs and on to the Johannesburg office.

“Scanned”: Your order has arrived at our Johannesburg office, and been allocated to your order, dispatch is imminent

“Dispatched to client” : goods have departed Johannesburg and are en route to you YIPPEE!

“Service”: Your order has received a special request, and is being manually handled.

“Cancelled” : As per your request, the order has been cancelled.

“Back order”: this means that some or all of the items on your order cannot be sourced, the store will notify us and we in turn will notify you when stock becomes available, at this point you will be able to decide if you still require the item.

“Awaiting CC documentation”: Your order could not be automatically processed as the bank has asked for specific information. Please urgently complete and return the form sent by email earlier.

“H.R. C.C.S”: The bank has advised us that your credit card must be retained; unfortunately this order and future orders will need to be paid via bank transfer.

Credits

Have2Have is a service based company, and naturally charges for the services levied. When an order is cancelled or returned for credit, only the value of the item can be credited. As part of our no hidden costs policy please remember for ease of use and transparency all pricing indicated on site includes the cost of the item, all freight charges, all taxes, shipping insurance, customs agents fees, and our service fees. Thus when you request a credit your order will be credited as follows:

· Before the item is ordered overseas for you: Full refund as no service levied yet.

· Once the item is ordered overseas: The cost of the item is refunded only, but the following portions built into the price of the item are not credited:

o Shipping to our regional office (typically $4 -$20 weight dependent)

o Shipping to our South Africa office ($11 per lbs or part thereof)

o Import duties (0% - 30% commodity dependent)

o Customs agents fee (R5 per item)

o Shipping insurance (2% of value)

o Have2Have service fee (5%)

o All return costs to return the item back to store abroad (R75 per lbs or part thereof)

Refunds

Once an order or an item is cancelled, the funds credited (please see credits)are immediately made available to use on future orders, if however you prefer that we refund the original payment (either to the bank account or credit card originally used) please request this via our CONTACT US page. You will need to complete and return a refund form. For forms received by Have2Have before the 13^th of each month refunds are processed on the 15^th (next working day if 15^th is a holiday/weekend). Forms received between the 14^th and the 28^th of the month are processed on the last day of the month (next working day if the last day is a holiday/weekend).

Refunds reflect as follows once processed:
To Current/Savings accounts: Standard Bank immediately. Other banks: Up to two business days.

To credit card: approximately 2 – 10 business days.

Listings

All item listings are created by the stores selling the items, or via their automated product feed. The data is expected to be accurate, however if you do see a discrepancy or something doesn’t make sense please be sure to contact us for clarification. In case of an error, the store will accept a return and credit will be passed (please see credits). Warranty as per the listing store, for any information pertaining to specific warranties please contact us before ordering. Certain watches offered by Amazon.com, are original, brand new and with orginal manufacturer serial numbers, however Amazon does not include the original warranty card as they are in certain instances not authorised by the manufacturer, in these instance amazon offers a comprehensive warranty backed by the power of Amazon.com

Special request items

Have2Have can import goods for you not listed on the site on a special request basis. You simply provide a link to the store that sells the item as well as a link to the item, and its description, specifying colour, sizes etc. We will then check the request, if the store is approved by Have2Have we will issue you a price (based on the US Dollar) so that you can order. For these type orders Have2Have cannot assist with warranty claims, returns or refunds. All risk is that of the customer, Have2Have will only act as shipping and customs co-ordinator. Please ensure any special requests, are correctly logged and confirmed to an order number via our ticketing system (click help, submit a ticket), special requests cannot be logged via order comments, or once the order is placed.

Frequently Asked Questions

Delivery

Q: Can we get our order faster than the delivery estimate?

A: Have2Have by default uses the fastest delivery methods possible, including Express courier from overseas and courier service to your door, your order may arrive faster the delivery estimate suggests. We can however never guarantee delivery times.

Q: I prefer delivery after hours or over the weekend can you arrange this?

A: No, our couriers only deliver during office hours on weekdays (excl holidays.)

Q: Can you call before delivery?

A: No our couriers are not able to call, we will advise you at least a day in advance of delivery. If you are not in the courier will attempt delivery again at a later time.

Warranty

Q: Can you include a warranty service, where Have2Have is responsible for repairs and exchanges.

A: Have2Have offered this service in the past, when we changed the policy, due to an overwhelming request on the part of our visitors, we immediately discounted our service fee by 8%, if we were to change the policy again we would need to raise our fees. We believe there are tons of companies charging the higher price and offering the service. We want to be different and offer the lowest priced goods to your door. We want to be like a friend who is always going overseas and willing to bring back goods for you. However just like when you ask your friend to bring an item back from holiday for you, he/she cannot hold the responsibility of the warranty.

Power supply

Q: Will an appliance be compatible with SA power?

A: From mid 2009 we have been scanning all items as they come through our doors. Those items that have been scanned are marked as “Requires Voltage transformer? YES/No”. Goods marked as “Requires Voltage transformer? unknown” have not yet been scanned and can only be checked for you once they arrive. You can request when ordering that we advise you to order a Voltage Transformer (additional cost) once the item arrives.

Pricing

Q: I have seen a cheaper price can you match it?

A: Have2Have doesn’t control pricing, pricing is determined by the vendor.

Q: I intend buying a large quantity of pricing can I get a better price?

A: Have2Have will contact the store and request a better price for you, if the total order exceeds R25000,00 and has a minimum quantity of at least ten.