Terms & Conditions

Last updated: 29th August 2026

Welcome to Neli & Co. These Terms & Conditions explain the terms that apply when you visit our website, purchase our products, or interact with us online.

We believe in being transparent, responsible, and fair — and these Terms are designed to make sure you understand how our website and services work, as well as your rights as a customer.

By using our website or placing an order with us, you agree to these Terms.

 1.⁠ ⁠Who We Are
Neli & Co is operated by Neli Products SA (Pty) Ltd registration number 2026/213002/07, with its registered/physical address at: Unit 120, Block D, Millennium Business Park, Edison Way, Century City, Cape Town, Western Cape, 7441

You can contact us at:

Email: customercare@neliandco.com

Neli & Co is currently not registered for VAT. Should we become required to register for VAT under South African law, our pricing and invoicing will be updated accordingly.

 2.⁠ ⁠Our Products & Pricing
We take great care to ensure that our product descriptions, images, and pricing are accurate and up to date.

All prices displayed on our website are in South African Rand (ZAR) and include all applicable charges unless otherwise stated.

While we aim to avoid errors, mistakes may occasionally occur. If we identify an incorrect price or product description after you have placed an order, we will contact you before processing your order and provide the option to proceed at the corrected price or cancel the order for a full refund.

We reserve the right to update prices, product availability, or product information at any time. Any changes will not affect orders that have already been confirmed.

 3.⁠ ⁠Orders & Payment
When you place an order through our website, you are making an offer to purchase our products. Your order will be accepted once payment has been successfully processed and we have confirmed your order.

We reserve the right to decline or cancel an order in circumstances including (but not limited to):

Products being unavailable;
Suspected fraudulent activity;
Incorrect pricing due to an error; or
Other circumstances where we are unable to fulfil the order.
Payments are securely processed through Stripe, our third-party payment provider. Neli & Co does not store your full payment card details. Your payment information is handled in accordance with Stripe’s own terms and privacy practices.

 4.⁠ ⁠Delivery
We currently deliver within South Africa only.

We want your Neli & Co products to arrive safely and efficiently. Delivery costs, estimated timeframes, and further details are explained in our Shipping Policy, which forms part of these Terms.

Please ensure that your delivery details are correct when placing your order. We cannot be responsible for delays or additional delivery costs caused by incorrect information provided by the customer.

 5.⁠ ⁠Returns & Refunds
We want you to feel confident purchasing from Neli & Co.

Returns, exchanges, and refunds are handled in accordance with our Returns & Refund Policy, which forms part of these Terms and complies with your rights under the Consumer Protection Act, 2008 (CPA).

Certain products may have specific return requirements due to hygiene and safety considerations, as explained in our Returns & Refund Policy.

 6.⁠ ⁠Your Privacy
Your trust matters to us.

We collect, store, and use your personal information responsibly and in accordance with the Protection of Personal Information Act, 2013 (POPIA).

For more information about how we collect, use, and protect your information, please see our Privacy Policy, which forms part of these Terms.

 7.⁠ ⁠Intellectual Property
All content on this website, including our brand name, logos, product descriptions, photographs, designs, and written content, belongs to or is licensed by Neli & Co.

You may not copy, reproduce, modify, distribute, or use any part of our website content without our prior written permission.

 8.⁠ ⁠Our Responsibility
We take care to provide quality products and a reliable customer experience.

To the maximum extent permitted by South African law, Neli & Co will not be responsible for indirect losses or damages arising from use of our website or products.

Nothing in these Terms limits or excludes any rights you have as a consumer under the Consumer Protection Act or any other applicable South African legislation.

 9.⁠ ⁠Website Use & Availability
We work hard to keep our website accurate, secure, and available. However, we cannot guarantee that access will always be uninterrupted or free from technical issues.

We may occasionally need to update, maintain, or temporarily restrict access to parts of our website.

10.⁠ ⁠Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, products, or legal requirements.

The Terms that apply to your order will be the version available on our website at the time your order is placed.

11.⁠ ⁠Governing Law & Resolving Concerns
These Terms are governed by the laws of South Africa.

If you have a concern, we encourage you to contact us first so we can try to resolve it fairly and directly.

Where appropriate, disputes may be referred to relevant South African consumer protection bodies, including the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission, or dealt with through the appropriate legal channels.

Nothing in these Terms affects your rights as a consumer under South African law.

12.⁠ ⁠Founding Families Programme (South Africa)
These terms apply in addition to the rest of these Terms & Conditions. Where there is a conflict, this section 12 applies to the Founding Families programme.

12.1 The promoter
The Founding Families programme is run by Neli Products SA (Pty) Ltd, registration number 2026/213002/07, of Unit 120, Block D, Millennium Business Park, Edison Way, Century City, Cape Town, 7441 (“Neli & Co”, “we”, “us”). Queries: customercare@neliandco.com.

12.2 Who can join
To join the Founding Families programme you must:

be resident in South Africa, with a South African delivery address;
be 18 years of age or older; and
register through the Founding Families page on our website.
One membership is permitted per person. Directors, employees, agents and suppliers of Neli & Co, and their immediate family members, may join as customers but are not eligible to win a prize in the monthly prize draw (see 12.5).

12.3 Number of places and closing
The programme is limited to 75 founding memberships. Places are allocated in the order registrations are received and completed. We will close registrations once 75 places are filled, or earlier at our discretion, and will indicate on the Founding Families page when the programme has closed.

12.4 The founding member benefits
Accepted founding members receive:

25% off the first order and free standard delivery on that first order, anywhere in South Africa, applied by entering the promotional code we issue on registration. The code is single-use and personal to the member.

10% off every subsequent order placed up to and including 31 December 2026, applied by entering the promotional code we issue for this purpose.

Automatic entry into our monthly prize draw for each calendar month in which the member has placed at least one order, subject to 12.5.

Both discounts apply across our full product range. Discounts are applied to product prices before delivery charges, apply only where the correct code is entered at checkout, and cannot be applied retrospectively to an order already placed. Where an order is cancelled or returned, any discount is refunded on the same basis as the amount actually paid, in accordance with our Returns & Refund Policy. Codes have no cash value and may not be sold or transferred.

12.5 Monthly prize draw
These prize draw rules are available free of charge on our website and on request by email.

Who is entered: founding members who placed at least one order during the relevant calendar month. One entry per member per month, regardless of the number of orders placed.

Period: each calendar month from the month the programme opens until December 2026, unless we announce otherwise.

The prize: one winner per month may select Neli & Co products to a value of up to R750 (including delivery within South Africa). The prize is not exchangeable for cash and is not transferable. Product selection is subject to availability at the time of the claim.

Draw and selection: the winner is selected at random from all valid entries within ten working days after the end of the month, by a process independently supervised as required by law.

Notification and claiming: we will contact the winner using the contact details held on their account within five working days of the draw. The winner must respond and select their products within fourteen days, failing which we may draw an alternative winner. No payment of any kind is required to accept a prize.

Results: the winner’s name may be published on our website or social media channels. We will ask for the winner’s consent before publishing their name or any image, and consent is not a condition of receiving the prize.

Records: we keep records of entries, the draw and the prize awarded for the period required by law and will make them available to the National Consumer Commission on request.

12.6 Leaving the programme

You may leave the Founding Families programme at any time by contacting customercare@neliandco.com. If you leave, your founding member benefits — including the 10% discount and prize draw entry — end on the date we process your request. Any order already placed is unaffected. Leaving the programme does not remove your rights as a customer under these Terms or under South African law, and you may separately withdraw consent to marketing communications at any time without leaving the programme.

12.7 Suspension and misuse

We may suspend or end a membership, and decline to apply a discount or an entry, where we reasonably believe there has been misuse of a code, multiple memberships held by the same person, fraudulent activity, or a material breach of these Terms. We will tell you the reason where we do so.

12.8 Changes to the programme

We may change or end the Founding Families programme, or these programme terms, where we reasonably need to — for example to reflect a change in law, in our business, or in the availability of products. We will give existing founding members reasonable notice of any change that reduces their benefits, using the contact details held on their account. Benefits already earned and orders already placed will be honoured. The 10% discount described in 12.4 will be honoured for existing founding members up to and including 31 December 2026 except where the programme is ended for reasons beyond our reasonable control.

12.9 Personal information

We process the personal information you give us when joining the programme in accordance with POPIA and our Privacy Policy, for the purposes of administering your membership, applying your benefits, running the prize draw, and — where you have agreed to it — sending you marketing communications. You may object to marketing at any time.

12.10 Independence from social media platforms

The Founding Families programme and the monthly prize draw are in no way sponsored, endorsed, administered by or associated with Instagram, Facebook, Meta Platforms, Inc. or any other social media platform. Any information you submit is provided to Neli & Co and not to those platforms.

13.⁠ ⁠Contact Us

If you have any questions about these Terms, your order, or our products, please contact our team:

Email: customercare@neliandco.com

Thank you for choosing Neli & Co. We are committed to making everyday essentials kinder - for families, communities, and the planet.