{"id":372,"date":"2026-09-18T09:37:56","date_gmt":"2026-09-18T07:37:56","guid":{"rendered":"https:\/\/www.test.cartova.co.za\/?page_id=372"},"modified":"2026-10-16T08:43:24","modified_gmt":"2026-10-16T06:43:24","slug":"complaints-and-customer-support","status":"publish","type":"page","link":"https:\/\/www.test.cartova.co.za\/index.php\/complaints-and-customer-support\/","title":{"rendered":"Complaints And Customer Support"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"372\" class=\"elementor elementor-372\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9bb08c8 e-con e-atomic-element e-flexbox-base e-default-div e-961ff2d \" data-id=\"9bb08c8\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"9bb08c8\" data-e-type=\"e-flexbox\" data-id=\"9bb08c8\">\n    \t\t<div class=\"elementor-element elementor-element-70b1f99 elementor-widget elementor-widget-spacer\" data-id=\"70b1f99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n<div class=\"elementor-element elementor-element-93bc003 e-con e-atomic-element e-flexbox-base e-default-div e-dadeab1 \" data-id=\"93bc003\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"93bc003\" data-e-type=\"e-flexbox\" data-id=\"93bc003\">\n    \t\t\t<h1 data-interaction-id=\"8e978bd\" class=\"e-heading-base e-default-h1\" data-e-type=\"widget\" data-id=\"8e978bd\"><strong>CARTOVA COMPLAINTS AND CUSTOMER SUPPORT POLICY<\/strong><\/h1>\n\t\t\n<\/div>\n<div class=\"elementor-element elementor-element-f9e250f e-con e-atomic-element e-flexbox-base e-default-div e-f9e250f-11302db \" data-id=\"f9e250f\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"f9e250f\" data-e-type=\"e-flexbox\" data-id=\"f9e250f\">\n    \t\t<div class=\"elementor-element elementor-element-89dc4ac elementor-widget elementor-widget-spacer\" data-id=\"89dc4ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n<div class=\"elementor-element elementor-element-f2221ba e-con e-atomic-element e-flexbox-base e-default-div e-71d187d \" data-id=\"f2221ba\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"f2221ba\" data-e-type=\"e-flexbox\" data-id=\"f2221ba\">\n    \t\t<div class=\"elementor-element elementor-element-e2e5ad7 elementor-widget elementor-widget-text-editor\" data-id=\"e2e5ad7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p style=\"font-weight:400\"><strong>Last updated:<\/strong> [15\/10\/2026]<\/p>\n<h2 style=\"font-size:21px;line-height:1.35;margin-top:1.5em\"><strong>1. How to reach us<\/strong><\/h2>\n<p style=\"font-weight:400\">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 <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/contact-us\/\"><strong>Contact Us<\/strong><\/a> page or <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/help-center\/\"><strong>Help Centre<\/strong><\/a> on the Cartova website.<\/p>\n<p style=\"font-weight:400\">Please choose the option that best matches your query so that your request can be directed to the correct internal support channel.<\/p>\n<h3 style=\"font-size:17px;line-height:1.4;margin-top:1.25em\"><strong>Customer support, orders, deliveries, returns and complaints<\/strong><\/h3>\n<p style=\"font-weight:400\">Please submit your request through the <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/contact-us\/\"><strong>Contact Us<\/strong><\/a> page or <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/help-center\/\"><strong>Help Centre<\/strong><\/a> and choose the relevant option, such as:<\/p>\n<ul>\n<li>general enquiry;<\/li>\n<li>order update;<\/li>\n<li>delivery query;<\/li>\n<li>return or refund;<\/li>\n<li>missing, damaged, leaking or incorrect item;<\/li>\n<li>complaint or escalation.<\/li>\n<\/ul>\n<h3 style=\"font-size:17px;line-height:1.4;margin-top:1.25em\"><strong>Legal, privacy, POPIA, PAIA and regulatory matters<\/strong><\/h3>\n<p style=\"font-weight:400\">Please submit your request through the <strong>Legal \/ Privacy \/ Data Request<\/strong> option on our <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/contact-us\/\"><strong>Contact Us<\/strong><\/a> page or <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/help-center\/\"><strong>Help Centre<\/strong><\/a>.<\/p>\n<p style=\"font-weight:400\">This option should be used for:<\/p>\n<ul>\n<li>POPIA requests;<\/li>\n<li>PAIA requests;<\/li>\n<li>personal information or data requests;<\/li>\n<li>privacy queries;<\/li>\n<li>formal legal notices;<\/li>\n<li>regulatory or compliance matters;<\/li>\n<li>formal legal escalations.<\/li>\n<\/ul>\n<p style=\"font-weight:400\"><strong>Business Support Hours:<\/strong> 08:00\u201317:30, Monday to Friday, South African time.<\/p>\n<p style=\"font-weight:400\">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.<\/p>\n<h2 style=\"font-size:21px;line-height:1.35;margin-top:1.5em\"><strong>2. What to include in your query<\/strong><\/h2>\n<p style=\"font-weight:400\">To help us resolve your query as quickly as possible, please include the following details in your request:<\/p>\n<ul>\n<li>your full name and surname;<\/li>\n<li>your Cartova order number, where applicable;<\/li>\n<li>your preferred contact details;<\/li>\n<li>the exact product name or product names, where applicable;<\/li>\n<li>a clear description of the issue;<\/li>\n<li>clear photos or supporting documents, where relevant, especially for damaged, leaking, missing or incorrect items.<\/li>\n<\/ul>\n<p style=\"font-weight:400\">Missing, damaged, leaking or incorrect items should be reported as soon as possible and no later than <strong>48 hours after delivery<\/strong>, using the relevant option on our <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/contact-us\/\"><strong>Contact Us<\/strong><\/a> page or <a href=\"https:\/\/www.test.cartova.co.za\/index.php\/help-center\/\"><strong>Help Centre<\/strong><\/a>.<\/p>\n<p style=\"font-weight:400\">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.<\/p>\n<p style=\"font-weight:400\">The more accurate detail you provide in your first request, the faster our team can assess and resolve the matter.<\/p>\n<h2 style=\"font-size:21px;line-height:1.35;margin-top:1.5em\"><strong>3. Response times<\/strong><\/h2>\n<p style=\"font-weight:400\">We aim to acknowledge all incoming queries within <strong>24 business hours<\/strong> of receipt.<\/p>\n<p style=\"font-weight:400\">Our team will try to resolve standard customer queries as quickly as reasonably possible.<\/p>\n<p style=\"font-weight:400\">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.<\/p>\n<p style=\"font-weight:400\">If your query requires further investigation, we will provide updates where reasonably possible.<\/p>\n<h2 style=\"font-size:21px;line-height:1.35;margin-top:1.5em\"><strong>4. Not happy with our response? Here\u2019s how to escalate<\/strong><\/h2>\n<p style=\"font-weight:400\">If you are not satisfied with the initial outcome received from our support team, you may request that the matter be escalated.<\/p>\n<p style=\"font-weight:400\">Your query may be escalated internally for review, and Cartova will provide a final company response where appropriate.<\/p>\n<p style=\"font-weight:400\">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:<\/p>\n<h3 style=\"font-size:17px;line-height:1.4;margin-top:1.25em\"><strong>Consumer Goods and Services Ombud (CGSO)<\/strong><\/h3>\n<p style=\"font-weight:400\">The CGSO is an independent alternative dispute resolution body that deals with consumer goods and services complaints.<\/p>\n<ul>\n<li><strong>Website:<\/strong> <a href=\"https:\/\/cgso.org.za\">cgso.org.za<\/a><\/li>\n<li><strong>Email:<\/strong> <a href=\"mailto:info@cgso.org.za\">info@cgso.org.za<\/a><\/li>\n<li><strong>Call Centre:<\/strong> 0860 000 272<\/li>\n<\/ul>\n<h3 style=\"font-size:17px;line-height:1.4;margin-top:1.25em\"><strong>National Consumer Commission (NCC)<\/strong><\/h3>\n<p style=\"font-weight:400\">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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-372","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/pages\/372","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/comments?post=372"}],"version-history":[{"count":5,"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/pages\/372\/revisions"}],"predecessor-version":[{"id":512,"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/pages\/372\/revisions\/512"}],"wp:attachment":[{"href":"https:\/\/www.test.cartova.co.za\/index.php\/wp-json\/wp\/v2\/media?parent=372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}