Terms & Conditions

Last updated: September 2026

Welcome to Masala Factory.

These Terms and Conditions govern your use of the Masala Factory website at www.masalafactory.co.za and any purchases made through our online store.

By accessing our website, creating an account, placing an order or purchasing any product from Masala Factory, you agree to these Terms and Conditions.

1. About Masala Factory

Masala Factory is a South African online retailer offering spices, masalas, cooking ingredients, food products, kitchen products and other related goods.

For assistance, you can contact us at:

Email: [email protected]
Website: www.masalafactory.co.za

2. Use of Our Website

You may use our website for lawful personal and commercial shopping purposes.

You agree not to:

• Use the website for unlawful or fraudulent purposes.
• Attempt to gain unauthorised access to the website or its systems.
• Introduce malicious software, scripts or other harmful material.
• Copy, reproduce or commercially exploit our website content without permission.
• Place fraudulent orders or deliberately provide false information.

We reserve the right to restrict or terminate access where we reasonably believe the website is being abused.

3. Products

We make every reasonable effort to ensure that product descriptions, photographs, ingredients, weights, sizes and other information displayed on our website are accurate.

Product images are provided for illustration purposes and packaging, labelling, colouring or appearance may occasionally differ from photographs displayed online.

Manufacturers may also change packaging, ingredients or product specifications without prior notice.

Where ingredient or allergen information is important to you, please check the product packaging before consumption and contact us if you require clarification before ordering.

4. Food Products and Allergies

Some products sold by Masala Factory may contain or come into contact with common allergens including, but not limited to, nuts, peanuts, gluten, dairy, sesame, soya and other allergens.

Customers with severe allergies or specific dietary requirements should carefully review product labelling before consumption.

Product information provided on our website does not replace the information printed on the manufacturer’s or supplier’s packaging.

5. Pricing

All prices displayed on our website are shown in South African Rand (ZAR).

Prices may change from time to time without prior notice.

The price charged for a product will generally be the price displayed when your order is placed and payment is completed.

We take reasonable steps to ensure pricing is accurate. However, should an obvious pricing or system error occur, we reserve the right to contact you before fulfilling the affected item.

If we cannot fulfil the item at the advertised price because of a genuine error, you will be entitled to cancel the affected item and receive a refund of any amount already paid for it.

Promotional pricing and special offers may be subject to availability and specific promotional terms.

6. Product Availability

All products are subject to availability.

Adding a product to your cart does not reserve stock.

If a product becomes unavailable after you have placed an order, we will contact you and may offer you the option to:

• Wait for the product to become available;
• Select an alternative product;
• Receive store credit where agreed; or
• Receive a refund for the unavailable item.

Nothing in these terms limits any rights you may have under applicable South African consumer law.

7. Orders

An order is placed when you complete the checkout process and submit payment using one of the payment methods available on our website.

You are responsible for ensuring that the information supplied during checkout is correct, including:

• Your name;
• Contact number;
• Email address;
• Delivery address; and
• Products and quantities ordered.

We may contact you if we require additional information before processing your order.

Masala Factory reserves the right to decline or cancel an order in circumstances including suspected fraud, payment failure, stock unavailability, obvious pricing errors or circumstances that make fulfilment reasonably impossible.

Where an order that has already been paid for is cancelled by Masala Factory, the applicable amount will be refunded.

8. Payment

Payments are processed through the payment methods made available during checkout.

Your order may only be processed once payment has been successfully received or confirmed.

Masala Factory does not directly store your complete bank card details where payment is handled by an external payment provider.

9. Shipping and Delivery

Masala Factory currently offers customers two primary delivery options within South Africa:

Aramex Flat Rate

Customers may select Aramex delivery at a flat rate of R120 for delivery within South Africa.

The Courier Guy

Customers may alternatively select The Courier Guy, where the delivery fee is automatically calculated during checkout based on the delivery information supplied.

Full details regarding shipping, delivery addresses, courier delays and related matters are contained in our separate Shipping Policy, which forms part of these Terms and Conditions.

10. Delivery Addresses

Customers are responsible for supplying a complete and accurate delivery address.

Masala Factory cannot be held responsible for additional delivery charges or delays caused by incorrect or incomplete information supplied by the customer.

If a parcel is returned to us because the address supplied was incorrect, incomplete, inaccessible, or delivery could not be completed after reasonable courier attempts, additional shipping charges may be payable before the parcel is resent.

11. Delivery Delays

Delivery dates and delivery timeframes are estimates unless expressly agreed otherwise.

Once an order has been handed to a courier, certain circumstances affecting delivery may be outside Masala Factory’s direct control.

These may include courier network delays, severe weather, road closures, strikes, load disruptions, unusually high parcel volumes or other events beyond our reasonable control.

We will nevertheless provide reasonable assistance in tracing delayed parcels and resolving delivery issues.

Nothing in this section limits a customer’s rights under applicable South African consumer law.

12. Returns, Refunds and Food Products

Because Masala Factory sells food, spices, consumable goods and other products where health, hygiene and food safety are important, certain products cannot simply be returned because a customer changes their mind after they have been opened, used or where their integrity can no longer be verified.

Our separate Returns & Refunds Policy explains how we deal with:

• Incorrect products;
• Damaged products;
• Defective products;
• Products received in an unacceptable condition;
• Missing products;
• Unavailable products; and
• Other refund or replacement requests.

Our Returns & Refunds Policy forms part of these Terms and Conditions.

Nothing in our Returns & Refunds Policy or these Terms and Conditions is intended to remove any rights available to consumers under applicable South African law.

13. Damaged or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If you receive an incorrect product, damaged product or an order with missing items, please contact us with:

• Your order number;
• A description of the problem; and
• Photographs where applicable.

This assists us in investigating the issue with our warehouse, supplier or courier.

14. Failed or Refused Delivery

Couriers require reasonable access to the delivery address and, where applicable, somebody available to receive the parcel.

If delivery cannot be completed because:

• An incorrect address was supplied;
• Nobody is available after reasonable delivery attempts;
• Access to the property cannot be obtained;
• The recipient refuses delivery; or
• The customer requests that the parcel be returned,

the customer may be responsible for additional courier charges reasonably incurred in returning or resending the parcel, except where the failed delivery resulted from an error by Masala Factory or the courier.

15. Promotions and Discount Codes

Discount codes, coupons and promotional offers may have their own terms, including:

• Start and end dates;
• Minimum order values;
• Eligible products;
• Usage limits; and
• Customer eligibility.

Unless otherwise stated, promotional codes may not be exchanged for cash.

We reserve the right to withdraw or correct a promotion affected by a genuine technical or pricing error, subject to applicable consumer law.

16. Intellectual Property

Unless otherwise stated, the Masala Factory name, branding, website design, graphics, photographs, text, product descriptions and other original website content belong to Masala Factory or are used with permission.

Content may not be copied, reproduced, distributed or commercially exploited without our prior written permission.

Third-party brands and trademarks appearing on our website remain the property of their respective owners.

17. Website Availability

We aim to keep our website available and functioning correctly but do not guarantee uninterrupted access.

The website may occasionally be unavailable due to maintenance, technical faults, hosting problems, security incidents or circumstances outside our reasonable control.

We may modify, update or discontinue portions of the website where reasonably necessary.

18. Limitation of Liability

To the maximum extent permitted by South African law, Masala Factory will not be liable for indirect or consequential losses arising solely from circumstances outside our reasonable control.

Nothing in these Terms and Conditions is intended to exclude or limit liability where doing so would be prohibited under the Consumer Protection Act or any other applicable law.

19. Personal Information

Personal information collected through our website is processed in accordance with our Privacy Policy and applicable South African data protection legislation, including the Protection of Personal Information Act (POPIA).

We may use the information you provide to:

• Process and fulfil orders;
• Arrange delivery;
• Process payments;
• Communicate with you regarding an order;
• Prevent fraud and protect our website;
• Provide customer support; and
• Send marketing communications where you have consented or where otherwise permitted by law.

Please refer to our Privacy Policy for further information.

20. Third-Party Services

Our website may use external providers for services including payment processing, courier delivery, analytics, website hosting and other functionality.

Where you interact with a third-party service, that provider may also have its own terms and privacy practices.

21. Changes to These Terms

Masala Factory may update these Terms and Conditions from time to time.

The latest version will be published on this page together with the date on which it was last updated.

Changes will not retrospectively alter rights that have already arisen from an existing completed transaction except where required by law or agreed with the customer.

22. Governing Law

These Terms and Conditions and transactions concluded through the Masala Factory website are governed by the laws of the Republic of South Africa.

23. Consumer Rights

These Terms and Conditions should be read together with applicable South African consumer protection legislation, including the Consumer Protection Act and Electronic Communications and Transactions Act.

Nothing contained in these Terms and Conditions is intended to waive or restrict any consumer right that cannot lawfully be waived or restricted.

24. Contact Us

For questions about an order, product or these Terms and Conditions, please contact:

Masala Factory
Email: [email protected]
Website: www.masalafactory.co.za