Customer Support
CONSUMER pROTECTION
A Proud Member of the CGSO.
We are fully registered with the Consumer Goods & Services Ombud as a participating Supplier and will uphold the Consumer Goods and Services Code.
Please do not hestitate to engage with us regarding any unhappiness in our services or products and we will make every effort in our power to remedy the situation amicably within reason.
Our Info: www.arenaps.co.za | 087 702 9983 | info@arenaps.co.za
CGSO Info: www.cgso.org.za | 081-335 3005 | info@cgso.org.za
The Consumer Protection Act, No 68 of 2008
The Arena Group and Arena Stationery Supplies subscribes to the aims and obligations of the Consumer Protection Act of South Africa.
All of our products and client purchases are covered under the conditions of the act. Buying online is especially covered by the act in that when you receive the items for the first time, and you are not entirely happy with the item as you have not had the opportunity to examine the item before purchase you may return the items for a full refund within 5 working days of delivery. Of course it applies to un-opened packaging, and the delivery of the item is at the cost of the consumer. We will do our best to accomodate any exchange necessary, but you will be able to claim your right to a full refund for un-opened items in its original packaging. Clients buying in bulk MUST first establish that they are purchasing the correct items as bulk purchases cannot be returned or exchanged at full cost. The same applies to special requested items.
Download Act: Consumer Protection Act
The Consumer Protection Act 68 of 2008 aims:
- to promote a fair, accessible and sustainable marketplace for consumer products and services and for that purpose to establish national norms and standards relating to consumer protection,
- to provide for improved standards of consumer information,
- to prohibit certain unfair marketing and business practices,
- to promote responsible consumer behaviour,
- to promote a consistent legislative and enforcement framework relating to consumer transactions and agreements,
- to establish the National Consumer Commission,
Commencement
- 31 March 2011 (Gazette 33581 of 23 September 2010)
Consumer Goods and Services Ombudsman – ADVISORY NOTE 10: E COMMERCE
This note is provided by the office of the Consumer Goods and Services Ombud (CGSO) to guide consumers and suppliers as to their obligations under the Consumer Protection Act (CPA).
NEWS, ARTICLES & ADVICE POSTS
oUR BUSINESS ORDERING PROCESS
OUR ORDER & DELIVERY PROCESS
A – Placing an Order
Step 1. Select Suitable Items/Products, and “ADD TO BASKET”
Step 2. Check and Adjust Quantities, and “PROCEED TO CHECKOUT”
Step 3. Complete Customer Details and Address Details for Delivery Purposes.
Step 4. Do a quick review to ensure items are included. Also note the “value left for free shipping” in order to qualify for “Free Shipping”. If adjustments are required, select “SHOPPING CART” at the top of the order form which takes you to Step 3.
Step 5. Select Payment method. We provided for 2 secure online payment options via PayFast and OZOW. You may also opt to select EFT.
Step 6. Select Agreement conditions, and “PLACE ORDER”
B – Processing your Order
Orders are managed sequentially as far possible as a fairness mechanism in order to ensure shortest waiting time for all clients. Management may intervene should there be a request, or sufficient reason for such an exception.
Step 7. Orders placed receive an order number and go into the orders queue.
Step 8. Customers receives confirmation of orders via email and SMS.
Step 9. Orders will be in queue with status “ON HOLD” or “PENDING PAYMENT”
Step 10. Orders succesfully paid via PayFast and OZOW will have status “PROCESSING” imediately after payment confirmation is received via the payment platform. This group skips step 11.
Step 11. Orders selected as EFT will be remain “ON HOLD” until a “Proof of Payment” is received, AND the monies owing is reflected into our banking accounts. This is unfortunately necesary as a Fraud Mitigating Measure.
Step 12. Once orders are in processing, it will be in queue for our team to pack your order. Our Average timeframe is between 1 – 3 days. Please note: Exceptions will apply due to “Out of Stock” items and BTS and other busy periods.
Step 13. Fully processed orders will be marked “COMPLETED” and a status update will be sent to the customer via email and SMS.
C – Delivery of Orders
Step 14. Orders are queued for delivery based on delivery / shipping method and options.
Step 15. Customers are advised of Delivery Details, beit local deliveries or courier services.
Step 16. Orders are scheduled for delivery and delivered.
D – Give Feedback
Clients are most welcome to give feedback or make recomendations to improve our services.
Customers are also welcome to leave a service rating and comments online via
Here on our website
https://www.facebook.com/StationeryArena
https://g.page/r/CR1_ijgUgHbVEAg/review
COLLECTION & DELIVERY TIMEFRAMES
Processing
- Orders are marked “Processing Status” from when the payment is received and reflects in our bank account (business hours).
- Order placed and payments reflected after 1PM will be enter “Processing” status on the next business day.
- Orders placed on weekends or public holidays and payments reflected are processed the following business day.
Delivery
- Order placed after 1PM will be processed next business day.
- Orders placed on weekends or public holidays are processed the following business day.
- Processing takes on average 1 – 3 days, and during extremely busy periods like Back-to-School (BTS), 3 – 10 days.
- Deliveries are made during business hours 08h00-16h00 Mon-Fri excluding public holidays.
- Orders are processed from when the payment is received and reflects in our bank account (business hours).
- Timeframes below applies to regular stock items, and non-standard, or backorder items are subject to delivery timeframes from our suppliers, and commences after “Processing” is concluded, and “Delivery Scheduling” is initiated.
Delivery Timeframes (After Processing)
| Delivery destination | Delivery time |
| Cape Town Surrounds | 1-3 working days |
| Western Cape | 2-4 working days |
| SA Cities (outside Western Cape) | 3-5 working days |
| Remote / Regions | 5-10 working days |
