Complaints Procedure
Last updated: 20 October 2026
1. Our promise
If something has gone wrong, tell us. We will listen, look into it fairly and answer you in writing. Making a complaint will not affect how we treat you.
2. Who can complain
Any client, shop customer, website visitor or other person whose personal information we hold or who deals with a BlackLeaf group company.
3. How to complain
| [email protected] | |
| Telephone | +27 82 843 5788 |
| Post or hand delivery | BlackLeaf Group Holdings (Pty) Ltd, The Loft, 439 Diagonal Street, Pringle Bay, 7196 |
Please tell us: your name and contact details; the company or product concerned; your order or invoice number if you have one; what happened and when; and what you would like us to do. You may send documents. You may complain in any official language you are comfortable with.
4. What happens next
| Step | What we do | Time |
|---|---|---|
| 1. Acknowledge | We confirm we have your complaint and give it a reference number | 2 working days |
| 2. Investigate | The person responsible for the area, who was not involved in the matter if possible, looks into it and may ask you for more information | 10 working days from acknowledgement |
| 3. Answer | We send a written answer with our findings, any remedy and the reasons | Within the same 10 working days |
| 4. Escalate | If you are not satisfied, ask for review by the Managing Director. The answer is final within the group | 10 working days |
If we need more time we will tell you why and give a new date.
5. Complaints about personal information
Write to [email protected]. Our Information Officer handles these. If you are not satisfied, you may complain to the Information Regulator (South Africa) at www.inforegulator.org.za. You do not have to use our process first.
6. Complaints about a shop purchase
You may cancel an order within seven days under section 44 of ECTA and receive a refund within 30 days, as set out in our Refund Policy. Separately from this procedure, you may complain to the National Consumer Commission under the Consumer Protection Act, or to the Consumer Affairs Committee under section 49 of ECTA.
7. Other routes
Using this procedure does not stop you from going to a court, an ombud or a regulator.
8. Fairness
- Complaints are handled by someone with enough seniority and without a conflict of interest.
- A complaint about a director goes to the other director.
- We record every complaint, the answer and the outcome, and keep the record for the longest applicable retention period.
- We review complaints at least every quarter to fix root causes.
- Complaints information is used only for handling the complaint and improving our service.
9. Changes
We may update this procedure. The version on our website applies.
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