Terms and Conditions
Last updated: 22/12/2025
These Terms and Conditions govern the use of this website and the purchase of products from TrophyStore (“we”, “us”, “our”). By accessing our website or placing an order, you agree to be bound by these Terms.
1. Company Information
- Company name: TROPHIES AND PLAQUES PTY LTD
- Registration number: 2023/141607/07
- Registered address: 38 COCKATOO STREET, ATLASVILLE, BOKSBURG 1459, SOUTH AFRICA
- VAT number: 4200315978
- Email: ADMIN@TROPHYSTORE.CO.ZA
- Telephone: 0119748905
2. Products
We sell trophies and related products, some of which may be customised or made to order.
- Product images are for illustrative purposes only.
- Minor variations in colour, size, or finish may occur, particularly with handmade or customised items.
- We reserve the right to modify or discontinue products at any time.
3. Prices and Payment
- All prices are displayed in South African Rand (ZAR) and include VAT where applicable, unless stated otherwise.
- Shipping costs are calculated at checkout.
- We accept payment via card or secure payment gateway (e.g. Yoco).
- Payment must be received in full before an order is processed.
We reserve the right to correct pricing errors and to cancel orders where incorrect pricing has been applied.
4. Orders
- An order is only considered accepted once you receive an order confirmation email.
- We reserve the right to refuse or cancel any order, including in cases of suspected fraud or error.
- Custom or personalised trophies may require additional confirmation before production begins.
5. Customised and Personalised Items
Customised or personalised trophies (including engraved items) are produced according to the specifications you provide.
5.1 Engraving Proofs and Approval
- For all engraved items, we will provide a digital proof for approval before production begins.
- Production will only commence once written approval is received.
- Once approval is given, no changes can be made.
5.2 Customer Responsibility
- Please check spelling, dates, names, and all details carefully before approving the proof.
- We are not responsible for errors that appear in the final product where the proof was approved by the customer.
5.3 No Returns on Custom Items
- Customised or engraved items are made to order.
- These items may not be cancelled, returned, or refunded once production has begun, except where the item is faulty or incorrect due to our error.
6. Intellectual Property
All content on this website, including text, images, logos, and designs, is the property of TrophyStore and may not be used without prior written permission.
7. Limitation of Liability
To the fullest extent permitted by law:
- We are not liable for indirect or consequential damages.
- Our total liability is limited to the value of the products purchased.
Nothing in these Terms limits your statutory consumer rights.
8. Governing Law
These Terms are governed by the laws of the Republic of South Africa. Any disputes shall be subject to the jurisdiction of South African courts.
Shipping Policy
This Shipping Policy forms part of our Terms and Conditions and should be read together with them.
1. Processing Times
- Standard (non-customised) items: 1-3 business days
- Customised trophies: 4-10 business days, depending on complexity
Processing times do not include shipping time.
2. Shipping Destinations
We currently ship to:
- South Africa
International customers are responsible for any customs duties, taxes, or import fees that may apply.
3. Shipping Methods and Costs
- Shipping costs are calculated at checkout based on destination, weight, and size.
- Delivery estimates are provided for guidance only and are not guaranteed.
4. Delivery Method and Delays
- Orders are delivered via reputable third-party courier services.
- Delivery timelines are estimates only and are not guaranteed.
We are not responsible for delays caused by:
- Courier delays
- Incorrect delivery information provided by the customer
- Force majeure events (including strikes, extreme weather, or load shedding)
5. Risk, Damaged or Lost Shipments
5.1 Transfer of Risk
- Risk of loss or damage passes to the customer once the order has been delivered to the provided address.
5.2 Damaged Items
If your order arrives damaged:
- Notify us within 48 hours of delivery
- Provide clear photos of the item and packaging
We will assess the claim and, where appropriate, arrange a replacement or refund.
5.3 Lost Shipments
If an order is lost in transit, we will liaise with the courier to investigate and resolve the issue.
Returns and Refunds Policy
This Returns and Refunds Policy complies with the South African Consumer Protection Act (CPA).
1. Cooling-Off Period (South Africa)
In accordance with the South African Consumer Protection Act, customers may cancel an online purchase within 7 days of receiving the goods, without penalty, except for customised or personalised items.
To exercise your right to cancel:
- Notify us in writing within 7 days of delivery
- Return the item within 10 business days of cancellation
If payment was done via credit card, there is a cancellation fee of 5% applicable. This is to recover the credit card commission charged by the banks
2. Non-Returnable Items
The following items cannot be returned unless faulty:
- Customised or personalised trophies
- Engraved items
3. Conditions for Returns
Returned items must:
- Be unused and in original condition
- Be returned in original packaging where reasonably possible
You are responsible for return shipping costs unless the item is faulty or supplied incorrectly.
4. Refunds
- Refunds are processed within 14 days of receiving the returned item
- Refunds are issued via EFT.
- Original shipping costs are not refundable (unless required by law)
5. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us as soon as possible.
We will:
- Cover return shipping costs
- Offer a replacement or full refund
6. Dispute Resolution
If a dispute cannot be resolved directly, consumers may refer the matter to:
- The National Consumer Commission (South Africa)
- An accredited industry ombud, where applicable
If you have any questions about these policies, please contact us at online@trophystore.co.za.
Privacy and Data Protection (POPIA)
We process personal information in accordance with the Protection of Personal Information Act (POPIA).
- Personal information is collected only for order processing, delivery, and customer communication.
- We do not sell or share personal data with third parties except where necessary to fulfil your order (e.g. couriers, payment processors).
- When selecting a courier option, the client automatically gives us permission to share their details with the courier company – for the purposes of arranging delivery exclusively and for no other reason.
- Customers have the right to access, correct, or request deletion of their personal information.
A full Privacy Policy is available on request or on our website.