CARTOVA COMPLAINTS AND CUSTOMER SUPPORT POLICY

Last updated: [15/10/2026]

1. How to reach us

We are fully committed to resolving your queries efficiently. To maintain clear digital records and ensure proper handling, all formal support requests, delivery queries, privacy/data requests, legal queries or complaints must be submitted through our Contact Us page or Help Centre on the Cartova website.

Please choose the option that best matches your query so that your request can be directed to the correct internal support channel.

Customer support, orders, deliveries, returns and complaints

Please submit your request through the Contact Us page or Help Centre and choose the relevant option, such as:

general enquiry;
order update;
delivery query;
return or refund;
missing, damaged, leaking or incorrect item;
complaint or escalation.

Legal, privacy, POPIA, PAIA and regulatory matters

Please submit your request through the Legal / Privacy / Data Request option on our Contact Us page or Help Centre.

This option should be used for:

POPIA requests;
PAIA requests;
personal information or data requests;
privacy queries;
formal legal notices;
regulatory or compliance matters;
formal legal escalations.

Business Support Hours: 08:00–17:30, Monday to Friday, South African time.

Please note that queries submitted outside of these operational hours or over public holidays will be queued and attended to on the following business day.

2. What to include in your query

To help us resolve your query as quickly as possible, please include the following details in your request:

your full name and surname;
your Cartova order number, where applicable;
your preferred contact details;
the exact product name or product names, where applicable;
a clear description of the issue;
clear photos or supporting documents, where relevant, especially for damaged, leaking, missing or incorrect items.

Missing, damaged, leaking or incorrect items should be reported as soon as possible and no later than 48 hours after delivery, using the relevant option on our Contact Us page or Help Centre.

Please keep the product, packaging and courier label until Cartova has reviewed the issue, as we may need this information to investigate the matter properly.

The more accurate detail you provide in your first request, the faster our team can assess and resolve the matter.

3. Response times

We aim to acknowledge all incoming queries within 24 business hours of receipt.

Our team will try to resolve standard customer queries as quickly as reasonably possible.

In complex cases, finalising a resolution may take longer, for example where we need feedback from a supplier, manufacturer, courier or delivery partner, or during busy periods.

If your query requires further investigation, we will provide updates where reasonably possible.

4. Not happy with our response? Here’s how to escalate

If you are not satisfied with the initial outcome received from our support team, you may request that the matter be escalated.

Your query may be escalated internally for review, and Cartova will provide a final company response where appropriate.

If, after escalation, you still feel that your complaint has not been addressed fairly, you may refer the matter to an appropriate external body, including:

Consumer Goods and Services Ombud (CGSO)

The CGSO is an independent alternative dispute resolution body that deals with consumer goods and services complaints.

Website: cgso.org.za
Email: info@cgso.org.za
Call Centre: 0860 000 272

National Consumer Commission (NCC)

If the matter remains unresolved through the appropriate complaints process, or where applicable under South African consumer law, the dispute may be referred to the National Consumer Commission for consideration.