Customer FAQ

Do I Have To Register An Account?

Registering an account is optional. You have the option to create an account or checkout as a guest.

However, when you do create an account, you are able to view your order history and save your details for faster checkout on future purchases.

I Have Forgotten My Password, What Do I Do?

Head over to the account recovery page and recover your account by entering your email address.

For information on what payment methods we offer, click here to be taken to the payment options section on this page.

Where Do You Deliver?

We deliver directly to your door anywhere within South Africa. We also deliver to Swaziland, Lesotho, and Namibia.

Please contact us and make prior arrangement if you'd like for us to deliver to a country not listed above.

How Much Is Delivery?

Delivery to main centers within South Africa is free for orders over R350 and under 20kg. Outlying areas attract a R90 delivery fee, irrespective of value.

Delivery to Swaziland, Lesotho, or Namibia will carry delivery charges. Please contact us prior to placing your order to discuss these charges.

Should an order exceed 20kg, we reserve the right to increase the shipping cost accordingly.

Please note that free delivery does not apply to product from Milestone Kitchens, and a sales representative will contact you directly and discuss delivery terms and pricing.

How Quickly Will I Receive My Order?

You can expect to receive your order within 2 to 3 working days from the day of dispatch.

Most orders are dispatched within 24 hours. You can find the exact dispatch time for specific products on their respective product pages.

Custom-made products can take up to 14 working days to dispatch.

Below are the average times it takes to deliver to different provinces once the order leaves our warehouse:

Can You Expedite My Delivery?

If you need your order delivered quicker than our standard delivery service, an Express Delivery Service can be arranged at an additional surcharge. Please contact us prior to placing your order.

How Do I Track My Order?

We will email you a tracking link once your order has been dispatched.

Can I Return My Purchase?

If you are not happy with your purchase you can return it within the first 15 days of receipt. We will collect the products at our cost and provide you with a full refund.

In order for this to be applicable, the following basic conditions must be met:

• Products are returned unopened, in their original packaging, and in a saleable condition.
• Proof of purchase needs to be presented should we request it.
• Refunds will be processed subject to a final inspection once received back in our warehouse.

Refunds are processed subject to a final inspection once received back in our warehouse. Returns need to be requested by contacting returns@livecopper.co.za

What If I Ordered The Wrong Products?

We will take back the products for a full refund within the first 15 days of receipt.

After that period, provided that the products are unopened and are in their original packaging, we will charge a 15% transport recovery, and restocking fee. The fee is calculated at 15% of the gross value of the goods taken back.

What Is The Warranty On Your Products

Our products carry a 12 month warranty from date of purchase, unless otherwise stated.

Can I Change My Order Once I've Submitted It?

Yes. However, it is advisable to change your order as soon as possible to avoid delaying your order.

Please contact us to amend your order. We will try to accommodate your request as best we can.

Selecting Paygate as the payment method at check out and then proceeding to click Complete Order, will enable you to pay via the following payment options:

If you are unfamiliar with any of these payment methods, please click the corresponding logo to be taken to the PayGate website where you can learn about that payment method.

Selecting PayFast as the payment method at check out and then proceeding to click Complete Order, will enable you to pay via the following payment options:

If you are unfamiliar with any of these payment methods, please click the corresponding logo to be taken to the PayFast website where you can learn about that payment method.

The advantage of this process is that you will be redirected directly to your bank when checking out without having to log onto your bank first. Funds will immediately reflect on our side, speeding up your order. Most convenient thing about this method of payment is that there is no need to send us proof of payment separately as we receive an instant notification as soon as you have completed the process.

Please Note: Instant EFT is available on Grohe Online, but not visible on our Payment options page. Should you wish to use the instant EFT payment option simply select "Payfast" on our payment options page.

You will then be directed to the PayFast home page where "instant EFT" will be available as one of the options to choose from. We hope to have this visible in the near future.

i-Pay real time EFT payment is an innovative way of paying via your mobile device or PC. This payment method can be enjoyed by anyone who has an online banking profile.

If this method is selected as your preferred method of payment you will be redirected to the i-Pay payment page where you will be able to choose from the 6 main banks of South Africa including Absa, Nedbank, Standard Bank, FNB, Capitec and Investec.

You will access your bank directly from within this payment option. For added security you will receive a One-Time-Pin (OTP) on your phone that you enter to complete your order safely and securely.

The beauty of using i-Pay means you no longer have to send us proof of payment or wait for funds to clear before we action your order. We receive immediate notification of your payment with your order number included as reference.

Note: This only for shoppers who already use online banking.

SnapScan is a mobile payment solution that requires you to download and install the SnapScan app from your Apple or Play store only on the first time of payment.

It supports all South African Credit and Debit cards and is a very convenient and safe method to pay for online purchases with Grohe Online.

If you choose this option on the checkout page as your preferred method of payment, the SnapSnap code that you need to scan will be included in the order confirmation email that we send you immediately after you have completed your order.

Here you will use your SnapScan App on your smart phone, simply scan the QR code provided and enter the total amount of your order.

We are immediately notified of your payment and you don't have to send us an additional proof of payment. Funds also clear immediately and we will start processing your order at the same time without delay.

• A great security feature about SnapScan is that your personal details are stored on your device and never shared with anyone.

• SnapScan is completely free to use with no additional charges! It's like swiping a card - only faster, safer and more convenient.

Zapper is an easy to use mobile payment option that requires you do download and install the Zapper app from the Apple or Play store

After selecting Zapper as your payment method and clicking complete your order, you will be redirected to the Zapper website where you simply scan the automatically generated QR code and confirm the payment ammount is correct.

It takes seconds from start to finish and you don't need to type a thing.

This is different to Instant EFT. You will need to log onto your bank and load Grohe Online as a payment beneficiary first. Once payment has been completed you will need to send us the proof of payment. When you select this method of payment we do expect that you allow us some time to see that funds reflect in our account first before we start processing your order.

To ensure we promptly link your payment to your order, please forward us your proof of payment with your order number as reference via email to:

sales@livecopper.co.za or fax to email: 086 572 0391

Regrettably we do not accept cheques as payment. Please make use of our other payment options.

The good news is that we deliver to your door anywhere within South Africa!

We pride ourselves on our door-to-door delivery applicable to all of our nine provinces within South Africa.

Grohe Online deliver outside of South Africa to the following neighboring countries only: Swaziland , Lesotho and Namibia. An additional surcharge will be applicable. For all SADC shipments please contact us directly.

We are able to ship internationally with prior arrangement.

If you need your order quicker than our standard delivery service then an Express Delivery Service can be specially arranged for your order. Additional surcharge for this service will be applicable and insurance will be an optional extra.

By using Express delivery, you will forfeit our Free Delivery Service.

If you're paying by credit or debit card and your order reaches us before 16h00, your purchase will be packaged and dispatched on the same day (unless it's a weekend or a public holiday) and providing the product is from our stocked ranges.

For EFTs and bank transfers we need to check your funds have cleared in our bank account before we dispatch your order. This will be done as fast as possible but you can speed the process up by sending us your proof of payment.

Delivery to main centers within South Africa is free for orders over R350 and under 20kg. Outlying areas attract a R90 delivery fee, irrespective of value.

Delivery to Swaziland, Lesotho, or Namibia will carry delivery charges. Please contact us prior to placing your order to discuss these charges.

Should an order exceed 20kg, we reserve the right to increase the shipping cost accordingly.

Please note that free delivery does not apply to product from Milestone Kitchens, and a sales representative will contact you directly and discuss delivery terms and pricing.

Delivery times vary based on 2 key factors: Where you choose to have your order delivered too, together with the product availability based on your selection.

Availability of a product is indicated on the product page and may include any of the following scenarios:

Dispatches in 24 hours, Dispatches in 48 hours, Dispatches in 72 hours

Custom made products: Dispatches in 10 work days, Dispatches in 14 work days

It is important to note "dispatch / ship" refers to the time allowed within business hours for us to prepare your order prior to the dispatching thereof. Additional transport lead time as per our standard delivery service apply in addition to the dispatch / ship lead time.

As an example product dispatches / ships in 24 hours to a delivery address in JHB: Allow 24 business hours for the order to be prepared, and allow next day delivery by 17:00 for product to be delivered from the time of dispatch. Total delivery time is therefore 2 - 3 workdays.

By default we dispatch / ship your order complete, based on the product with the longest lead-time. Please contact us should you wish to receive part shipment.

To track your order(s), please click here to be taken to the Triton Express Track and Trace form, where you simply enter the waybill number we provide you and you'll be able to track where your order is.

Please note that it may take a few hours for your tracking number to be updated on their website.

We do! Please contact our sales team through live chat or click here to be taken to the exports page where you can fill out a contact form and we will get right back to you.

Time frame around the processing of a Refund: We have a 7-10 business day turn-around time for the processing of your refund.

The clock starts from successful collection of your return. We allow approximately 3 business days for the journey of the return to arrive back with us. A further 2 days are allowed for internal processing. The remaining 2-5 days make allowance for funds to be transferred and cleared back into your bank account.

We reserve the right to decline a refund if the purchase is older than 90 days, excluding a Warranty claim.

We recommend that Electrical and Plumbing products always be installed by a qualified tradesman.

Grohe Online will not be held liable for damages, or a loss of income, incurred as a result of but not limited to, product failure, missed deadlines, incorrect product supplied or any other cost incurred as a result, other than the physical replacement and transport cost of the said product.

Products supplied by Grohe Online always need to be utilized in a way or manner that it was originally designed to perform under. Furthermore exception applies to select products, whereby a product cannot be replaced in keeping with the replacement warranty, and has to be tested prior to a replacement or a refund is issued. This generally applies to products that have electronic circuitry, but not limited to. This type of product is susceptible to damage from power surges, for example electrical storms, and is outside of the control of Grohe Online , or its suppliers.

These Terms and Conditions ("the Terms and Conditions") govern your ("the User") use of the www.groheonline.co.za ("Provider") website located at the domain name www.groheonline.co.za ("the Website"). We have the right to change pricing without prior notice and to offer promotional offers at our discretion. Purchases made prior to any promotional offers are not refundable on the difference in value. By accessing and using the Website, the User agrees to be bound by the Terms and Conditions set out in this legal notice. The User may not access, display, use, download, and/or otherwise copy or distribute Content obtained on the website for marketing and other purposes without the consent of the Provider.

Competition & Giveaways

Please note that prize winners of any competition or giveaway, will need to claim their prize within 7 days of being announced, or forfeit their claim.

Product Promotional Vouchers

If you receive a promotional voucher enter the code displayed on the voucher at the checkout process. The value will be deducted from your overall purchase total. Vouchers and promotional offers have expiry dates, use them before it is to late, or pass them on to a friend or family member.

By using this Website or communicating with the Provider by electronic means, the user consents and acknowledges that any and all agreements, notices, disclosures, or any other communication satisfies any legal requirement, including but not limited to the requirement that such communications should be in writing.

The Website www.groheonline.co.za sells electrical and other related products online. The use of any product bought from this Website is at the purchaser's risk. The purchaser/ user indemnifies and holds the Provider harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the Website.

The private information required for executing the orders placed through the e-commerce facility, namely the User's personal information and credit card details, delivery address and telephone numbers will be kept in the strictest confidence by the Provider and not sold or made known to third parties. Only the necessary information, that is the delivery address and contact phone number will be made known to third parties delivering the product.

The Provider undertakes that it has taken all reasonable precautions to secure the credit card processing that is carried out to receive payment for goods sold. The Provider cannot be held responsible for security breaches occurring on the User's electronic device (Personal Computer or other electronic device used to browse the Website), which may result due to the lack of adequate virus protection software or spyware that the User may inadvertently have installed on his/her device.

Credit card transactions will be acquired for the Provider via PayFast (Pty) Ltd. If you opt for credit card payment, you will be redirected to the payfast gateway.

PayFast uses the strictest form of encryption, namely an extended validation SSL with 256-bit encryption. Only two of the four major South African banks use this, the highest, level of encryption currently available, as well as 3D Secure for all credit card transactions.
Users may go to www.payfast.co.za to view their security certificate and security policy.

The merchant outlet country at the time of presenting payment options to the cardholders is South Africa. Transaction Currency is South African Rand (ZAR).

The Provider takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

Provider reserves the right to change, modify, add to or remove from portions or the whole of these Terms and Conditions from time to time. Changes to these Terms and Conditions will become effective upon such changes being posted to this Website. It is the User's obligation to periodically check these Terms and Conditions at the Website for changes or updates. The User's continued use of this Website following the posting of changes or updates will be considered notice of the User's acceptance to abide by and be bound by these Terms and Conditions, including such changes or updates.

Provider provides certain information at the Website. Content currently or anticipated to be displayed at this Website is provided by Provider, its affiliates and/or subsidiary, or any other third party owners of such content, and includes but is not limited to Literary Works, Musical Works, Artistic Works, Sound Recordings, Cinematography Films, Sound and Television Broadcasts, Program-Carrying Signals, Published Editions and Computer Programs ("the Content"). All such proprietary works, and the compilation of the proprietary works, are copyright the Provider, its affiliates or subsidiary, or any other third party owner of such rights ("the Owners"), and is protected by South African and international copyright laws. The Providers reserve the right to make any changes to the Website, the Content, or to products and/or services offered through the Website at any times and without notice. All rights in and to the Content is reserved and retained by the Owners. Except as specified in these Terms and Conditions, the User is not granted a license or any other right including without limitation under Copyright, Trademark, Patent or other Intellectual Property Rights in or to the Content.

Provider grants to the User, subject to the further terms of these Terms and Conditions, a non-exclusive, non-transferable, limited and revocable right to access, display, use, download and otherwise copy the current and future Content for personal, non-commercial and information purposes only.

This Website and the Content may not be reproduced, duplicated, copied, resold, visited or otherwise exploited for any commercial purpose without the express prior written consent of Provider. The license does not allow the User to collect product or service listings, descriptions or other information displayed here, and does not allow any derivative use of this Website or the Content for the benefit of another merchant. The User may not frame nor use framing technologies to enclose the Provider Website or the Content nor any part thereof without the express written consent of Provider. Provider and the Owners do not offer products or services to minors. If you are under the age of 18, you may not respond to or otherwise accept or act upon any offers in the Website.

Provider and the Owners, their affiliates or subsidiary reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion. Any unauthorised use terminates this license.

The Website and all Content on the Website, including any current or future offer of products or services, are provided on an "as is" basis, and may include inaccuracies or typographical errors. The Owners make no warranty or representation as to the availability, accuracy or completeness of the Content. Neither Provider nor any holding company, affiliate or subsidiary of Provider, shall be held responsible for any direct or indirect special, consequential or other damage of any kind whatsoever suffered or incurred, related to the use of, or the inability to access or use the Content or the Website or any functionality thereof, or of any linked website, even if Provider is expressly advised thereof.

The User may visit the Website without providing any personal information. The Website servers will in such instances collect the IP address of the User computer, but not the email address or any other distinguishing information. This information is aggregated to measure the number of visits, average time spent at the Website, pages viewed, etc. The Provider uses this information to determine use of the Website, and to improve content thereon. Provider assumes no obligation to protect this information, and may copy, distribute or otherwise use such information without limitation. For the purpose of this clause, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from: http://www.polity.org.za/attachment.php?aa_id=3569.

This Website is controlled, operated and administered by Provider from its offices within the Republic of South Africa. Access to the Website from territories or countries where the content or purchase of the products sold on the Website is illegal is prohibited. The User may not use this Website in violation of South African export laws and regulations. If the User accesses this Website from locations outside of South Africa, that User is responsible for compliance with all local laws. These Terms and Conditions shall be governed by the laws of the Republic of South Africa, and the User consents to the jurisdiction of the Cape Town High Court in the event of any dispute. If any of the provisions of these Terms and Conditions are found by a court of competent jurisdiction to be invalid or unenforceable, that provision shall be enforced to the maximum extent permissible so as to give effect to the intent of these Terms and Conditions, and the remainder of these Terms and Conditions shall continue in full force and effect. These Terms and Conditions constitute the entire agreement between the Provider and the User with regard to the use of the Content and this Website.