Payment & Transaction Security Policy
Carly Thella Home & Décor
At Carly Thella Home & Décor, we are committed to providing customers with secure, transparent and reliable payment options when purchasing home furnishings and décor.
This policy explains our accepted payment arrangements, transaction verification procedures, payment security measures, third-party payment services, refunds and the handling of disputed or potentially fraudulent transactions.
Customers are encouraged to review the payment information and total order value before completing a purchase.
Accepted Payment Methods
Carly Thella Home & Décor accepts the payment methods made available through our official website checkout or authorised payment links.
Depending on availability and provider approval, these may include:
Credit and debit card payments.
Electronic funds transfer (EFT).
Instant EFT and supported bank payment services.
Supported mobile and digital wallet payments.
Approved buy-now-pay-later and instalment payment services.
Other secure payment methods displayed at checkout.
Payment services may be provided through approved third-party payment processors, including PayFast, Ozow, Stitch, Payflex and PayPal, where enabled.
Not every payment method is available for every transaction, product or customer.
Payment options may change according to provider availability, transaction requirements or operational considerations.
The payment methods presented at checkout or confirmed through an authorised payment link are the available options for that transaction.
Currency and Transaction Amounts
Product prices are ordinarily displayed and charged in South African rand (ZAR) unless another transaction currency is expressly offered.
Where a payment provider supports a different currency, the applicable conversion rate, fees and final transaction amount may depend on the provider and issuing financial institution.
Customers should review the final payable amount before authorising payment.
Any currency conversion or international transaction charges imposed independently by a bank or payment provider are subject to that provider’s terms.
We will not add undisclosed charges after the customer has approved the order total.
Pricing and Payment Confirmation
The total amount payable will be displayed at checkout or provided in a written WhatsApp order summary before payment.
The order total may include:
Product prices.
Applicable discounts.
Delivery charges.
Agreed specialist transport or handling services.
Any other applicable charges disclosed before payment.
Customers must review the order details and total before completing payment.
Payment submission does not automatically guarantee product availability or final order acceptance.
Orders remain subject to the acceptance and fulfilment conditions set out in our Terms & Conditions.
Where an order cannot be accepted after payment, the appropriate refund or alternative resolution will be arranged.
Website Payment Security
Payments made through our website are processed using supported payment services and their applicable security systems.
Depending on the payment method, customers may be redirected to a payment provider or asked to complete additional authentication.
Security procedures may include:
Encrypted payment communications.
Cardholder authentication.
One-time passwords or bank authorisation.
Transaction verification.
Automated fraud screening.
Payment provider security controls.
Payment credentials are handled according to the systems and responsibilities of the relevant payment providers.
Carly Thella Home & Décor does not require customers to disclose banking passwords, card PINs or one-time passwords to our representatives.
Customers should complete authentication only through their bank’s or payment provider’s authorised process.
WhatsApp Orders and Secure Payment Links
Customers may place orders directly through our official WhatsApp Business channel.
Before payment, customers will receive a written order summary containing the relevant:
Product names and quantities.
Product prices and applicable discounts.
Delivery charges and total payable.
Product availability or sourcing status.
Estimated processing and delivery timeframes.
Links to the applicable Terms & Conditions, Returns & Refunds Policy and Shipping & Delivery Policy.
Customers will have an opportunity to review the order details and request corrections before payment.
Once the details have been confirmed, a secure payment link will be sent through our official WhatsApp Business channel.
Payment must be completed through the authorised payment process associated with that link.
Customers should verify that the payment request corresponds with their confirmed order.
WhatsApp Business: +27 83 684 0853
We will never require customers to disclose their banking passwords, card PINs or one-time passwords in a WhatsApp conversation.
Orders will proceed following successful payment verification and acceptance.
Electronic Funds Transfer (EFT)
Customers selecting EFT must use the banking details provided through our official checkout, invoice or authorised written correspondence.
The correct payment reference should be used to assist with allocation.
An EFT payment is considered received once the funds have been successfully credited and verified in the designated account.
A proof-of-payment document or screenshot does not independently confirm receipt of cleared funds.
We reserve the right to verify EFT payments before allocating stock, releasing goods or commencing fulfilment.
Customers should verify banking details through an established official communication channel before making payment.
We will not accept responsibility for payments voluntarily made to unauthorised third-party accounts, except where the loss is attributable to our own conduct or another basis for legal responsibility.
EFT Clearance and Processing Times
EFT clearance times depend on the originating bank, receiving bank, payment type and relevant verification procedures.
Standard interbank EFT payments may take longer to reflect than immediate or supported instant payments.
Certain third-party payment methods may also require additional settlement or verification time.
Where payment has not yet been verified, an order may remain in pending-payment or on-hold status.
The normal fulfilment process begins following successful payment verification and order acceptance.
We will not represent an unverified payment as cleared.
Card Payments
Card payments may require authorisation from the issuing bank or payment provider.
A successful authorisation does not necessarily prevent a transaction from being subsequently declined, reversed or investigated.
Where a card transaction fails, customers may be asked to retry payment or select another supported payment method.
Customers should avoid repeatedly submitting payment where the status is uncertain, as this may result in duplicate authorisations.
If a customer believes a duplicate card payment has occurred, they should contact us by email with the relevant order and transaction information.
Instant EFT and Digital Wallet Payments
Supported instant EFT, bank-payment and digital-wallet services are processed according to the relevant provider’s operating procedures.
Customers may be required to authenticate through their banking application or authorised payment interface.
Transactions remain subject to successful provider confirmation.
Where a transaction is pending, unsuccessful or reversed, fulfilment may be held until payment status has been clarified.
Customers should not share confidential banking credentials with any person claiming to represent Carly Thella Home & Décor.
Buy-Now-Pay-Later and Instalment Services
Where available, customers may select an approved buy-now-pay-later or instalment payment provider at checkout.
These services are subject to the provider’s independent eligibility requirements, approval procedures and repayment terms.
Customers are responsible for reviewing and accepting the provider’s agreement before completing the transaction.
Carly Thella Home & Décor does not determine the customer’s credit eligibility or repayment obligations.
Where an instalment provider declines a transaction, customers may select another available payment method.
Order fulfilment will proceed once the transaction has been approved and payment confirmation has been received through the relevant provider.
Third-Party Payment Provider Terms
Third-party payment providers operate under their own applicable terms, security procedures and service arrangements.
Depending on the selected method, the provider may determine:
Payment authentication requirements.
Transaction approval.
Settlement procedures.
Currency conversion.
Instalment or repayment obligations.
Payment reversals.
Refund processing procedures.
Customers should consult the relevant provider’s terms where necessary.
Carly Thella Home & Décor remains responsible for its own obligations as the seller and will not rely on third-party terms to remove customer rights that cannot lawfully be excluded.
Payment Verification and Fraud Prevention
To protect customers and the business, certain transactions may be subject to additional verification.
Verification may be required where:
Payment information appears inconsistent.
A transaction is flagged by a payment provider.
A high-value order requires additional confirmation.
A payment appears duplicated or reversed.
There is a reasonable concern about unauthorised account use.
Transaction or customer details require clarification.
We may temporarily hold fulfilment while reasonable verification is completed.
Any additional information requested will be limited to what is reasonably necessary for the verification purpose.
Sensitive personal information will be handled in accordance with our Privacy Policy.
We will not request card PINs, banking passwords or one-time passwords.
Suspected Fraudulent Transactions
Carly Thella Home & Décor reserves the right to investigate transactions reasonably suspected of being fraudulent or unauthorised.
Where appropriate, we may:
Temporarily suspend order processing.
Request reasonable verification.
Consult the relevant payment provider.
Preserve relevant transaction records.
Decline an unaccepted transaction.
Refer suspected criminal activity to appropriate authorities.
A transaction will not be treated as fraudulent solely because a customer raises a legitimate payment dispute or requests a refund.
Where payment has been received for an order that cannot proceed, the appropriate refund or reversal arrangements will be followed.
Failed, Declined or Incomplete Payments
Where a payment is declined, interrupted or incomplete, the order may remain pending until the payment issue is resolved.
Customers may be asked to retry the transaction or select another available payment method.
We cannot guarantee that products will remain reserved indefinitely while payment is outstanding.
Where a pending order is cancelled because payment was not completed, the customer may place a new order subject to current availability and pricing.
No product will be dispatched solely on the basis of an unsuccessful or unverified payment.
Duplicate Payments and Overpayments
Customers who believe they have made a duplicate payment or paid an incorrect amount should notify us promptly by email.
Please provide the order number, payment date, amount and relevant transaction reference.
We will review the available payment records and confirm whether an overpayment or duplicate settlement occurred.
Where an overpayment is verified, the excess amount will be refunded through an appropriate method.
We may coordinate with the relevant payment provider to avoid duplicate reversals or refunds.
Customers will not be required to accept store credit instead of repayment of a verified excess amount.
Payment Reversals and Chargebacks
Customers are encouraged to contact us promptly regarding payment concerns so that we can investigate and attempt to resolve the matter.
Where a cardholder or payment provider initiates a chargeback, reversal or formal payment dispute, we may provide relevant transaction information to the authorised payment provider.
This may include:
Order confirmation records.
Payment authorisation details.
Product descriptions and transaction amounts.
Customer-approved order summaries.
Supplier or dispatch records.
Courier tracking and proof of delivery.
Relevant customer correspondence.
Information will be disclosed only where appropriate and in accordance with applicable privacy obligations.
We reserve the right to challenge chargebacks that are unsupported by the available evidence.
Customers remain entitled to raise legitimate payment disputes through their bank or payment provider.
We will not impose an automatic penalty merely because a customer exercises a valid dispute right.
Chargebacks and Duplicate Refund Prevention
Where a refund request and payment dispute relate to the same transaction, we may coordinate with the payment provider to establish the current status before processing a further payment.
This is intended to prevent duplicate reimbursements.
Where a refund is legally due, we will take reasonable steps to ensure it is completed within the applicable deadline.
If a payment provider has already reversed the full transaction amount, we may request confirmation before issuing an additional refund for the same amount.
Any unresolved difference will be assessed and corrected appropriately.
Order Cancellation and Payment Reversals
Customers wishing to cancel an order must submit their request by email.
Cancellation requests are assessed according to the product type, fulfilment stage and applicable cancellation rights.
Where a cancellation is valid, the relevant refund will be processed.
Where a cancellation is discretionary, any proposed costs must be reasonable, properly disclosed and legally permitted.
Specially sourced, imported or personalised products may have additional conditions disclosed before purchase.
No discretionary cancellation condition removes a right that cannot lawfully be excluded.
Refund Methods
Approved refunds will generally be processed through the original payment method where possible.
Depending on the payment provider, refunds may be returned to:
The original payment card.
The originating bank account.
The relevant digital wallet.
The approved third-party payment service.
Where the original payment method is unavailable, an appropriate alternative refund arrangement may be agreed.
For security purposes, we may request reasonable verification before paying a refund to a different bank account.
Customers will not be required to disclose confidential banking passwords, card PINs or one-time passwords.
Refund Processing Times
Our normal administrative target is 5–10 business days for processing approved refunds, unless a different legal deadline applies.
Where a qualifying online cooling-off cancellation applies, the refund will be made within 30 days of cancellation.
Refunds may take additional time to reflect in the customer’s account depending on the payment provider or financial institution.
Where a refund is legally due, provider processing arrangements will not be used to unreasonably delay action within our control.
Customers will receive written confirmation of the approved refund and relevant processing information.
Refunds Through Instalment Providers
Where an order was paid through a buy-now-pay-later or instalment service, the refund will generally be coordinated through that provider.
The provider may adjust or reverse the customer’s repayment schedule according to its terms.
Customers should continue to follow their provider’s instructions until the refund or adjustment has been confirmed.
Carly Thella Home & Décor will provide reasonable assistance and transaction information where necessary.
Refund Deductions and Transaction Fees
Any deductions from a discretionary refund must be reasonable, disclosed and legally permitted.
We will not impose automatic refund penalties, processing charges or restocking fees where prohibited.
Where a qualifying online cooling-off right applies, only the direct cost of returning the goods may be charged.
Where a genuine qualifying defect or incorrect supply requires a refund, no unauthorised deduction will be made.
Payment processing costs incurred by the business will not automatically be transferred to the customer.
Payments for Imported and Special Orders
Imported, specially sourced and custom-made products may require payment before supplier sourcing or production begins.
The applicable payment amount, product specifications and estimated fulfilment period will be disclosed before payment.
Where a deposit or staged payment arrangement is expressly offered, the relevant payment schedule and conditions will be confirmed in writing.
Payment does not remove the customer’s rights if the product cannot be supplied as agreed.
Any discretionary cancellation conditions must be properly disclosed and legally permitted.
Outstanding Balances and Part Payments
Where a written payment arrangement permits a deposit or partial payment, the outstanding balance must be paid according to the agreed schedule.
Goods may be held pending payment of the balance where this forms part of the agreed arrangement.
Additional charges or changes to the payment schedule will require an appropriate contractual basis and disclosure.
Where a customer fails to complete an agreed payment arrangement, we will communicate the available options before taking further action.
Any cancellation, retention of funds or recovery of costs will be subject to the applicable agreement and legal requirements.
Customer Payment Responsibilities
Customers are expected to:
Review order details before authorising payment.
Use authorised website checkout or secure payment links.
Verify EFT banking details before transferring funds.
Provide accurate billing and contact information.
Complete any required bank or payment-provider authentication.
Avoid sharing passwords, PINs or one-time passwords.
Notify us promptly of suspected duplicate or incorrect payments.
Contact their bank or payment provider immediately if they suspect unauthorised account activity.
Customers should retain relevant payment confirmations and transaction references for their records.
Payment Records and Privacy
We may retain relevant order, invoice, payment confirmation, refund and transaction dispute records for legitimate business, accounting, fraud-prevention and compliance purposes.
Where necessary, information may be shared with authorised payment processors, banks, couriers, professional advisers or relevant authorities.
We do not sell customer payment information.
Personal information will be processed and retained in accordance with our Privacy Policy and applicable requirements.
Payment Service Interruptions
Payment services may occasionally be unavailable because of provider maintenance, technical faults, connectivity issues or banking interruptions.
Where a payment cannot be completed, customers may retry later or select another available payment method.
We will not treat an unsuccessful payment attempt as a confirmed payment.
If a technical error results in an incorrect or duplicated charge, we will investigate and arrange the appropriate correction.
Payment Disputes and Customer Assistance
Customers experiencing payment difficulties should contact us with their order number and a description of the issue.
Where appropriate, we may request a transaction reference or redacted payment confirmation to assist with an investigation.
Customers should never send complete card numbers, security codes, passwords, PINs or one-time passwords by email or WhatsApp.
Formal payment complaints, refund requests, cancellation requests and disputed transaction correspondence must be submitted by email, except where another legally valid notice method must be accepted.
We will review the matter and communicate the outcome in writing.
Policy Consistency and Customer Rights
This policy must be read together with our Terms & Conditions, Returns & Refunds Policy, Shipping & Delivery Policy and Order Updates & Fulfilment Policy.
Where a payment-related provision conflicts with a mandatory customer right or legal obligation, the applicable requirement will prevail.
The remaining provisions will continue to apply to the extent enforceable.
Contact & Business Operations
Carly Thella Home & Décor operates exclusively online.
Our administrative office is based in Ballito, KwaZulu-Natal, and our dispatch operations are based in Pinetown, KwaZulu-Natal.
We do not operate a physical retail showroom or offer walk-in shopping or customer collections.
Email: concierge@carlythella.co.za OR orders@carlythella.co.za
All return requests, refunds, cancellations, damage reports, complaints and formal correspondence must be submitted by email, except where another legally valid notice method must be accepted.
WhatsApp Orders & Enquiries
Customers may place orders directly through our official WhatsApp Business channel.
Before payment, customers will receive a written order summary, applicable policy links and the total amount payable.
Once the order details and product availability have been confirmed, a secure payment link will be sent to the customer.
Orders will be processed following successful payment verification and confirmation of the applicable order details.
WhatsApp messaging is also available for enquiries relating to pending and processing orders.
All formal returns, refunds, cancellations and complaints must be submitted by email.
WhatsApp Business: +27 83 684 0853
Website: https://carlythella.co.za