PRIVACY POLICY

Last updated: 1 September 2026

Incandesce ("we", "us", "our") is committed to protecting your privacy in line with the Protection of Personal Information Act, 4 of 2013 (POPIA). This policy explains what personal information we collect, why, and how it's handled.

Who We Are

Our website is incandesce.co.za, operated by Incandesce, based in Gauteng, South Africa. For privacy queries, contact us at hello@incandesce.co.za.

Information We Collect

When you browse our site, place an order, or contact us, we may collect:

  • Name, email address, and phone number
  • Delivery address (or nearest PUDO locker, if selected)
  • Order history and purchase details
  • Payment confirmation from our payment gateway (we do not store your card details — these are handled directly by our payment provider)
  • Technical data such as IP address and browser type, for site security and functionality

How We Use Your Information

We use your information to:

  • Process and fulfil your order, including passing your name, address/locker, and phone number to our courier partner (The Courier Guy / PUDO) for delivery
  • Communicate with you about your order (confirmations, tracking, delivery updates)
  • Respond to queries, returns, or refund requests
  • Meet legal and tax record-keeping obligations

We do not sell your personal information, and we do not use it for marketing unless you've separately opted in (e.g. a newsletter sign-up).

Who We Share Data With

We share the minimum information necessary with:

  • The Courier Guy / PUDO — for delivery of your order
  • Our payment gateway — PayFast — to process payment securely
  • Our website host and email provider — to operate the site and communicate with you

We do not share your information with any other third party without your consent, except where required by law.

How Long We Keep Your Data

Order and transaction records are retained for 5 years in line with South African tax and financial record-keeping requirements. Enquiries or return correspondence not linked to a completed order are retained only as long as needed to resolve the matter.

Cookies

Our site may use essential cookies to support cart and checkout functionality, and analytics cookies to understand site usage. You can disable cookies in your browser settings, though this may affect checkout functionality.

Your Rights

Under POPIA, you have the right to:

  • Request access to the personal information we hold about you
  • Request correction of inaccurate information
  • Request deletion of your personal information, subject to our legal obligation to retain order records for tax purposes
  • Object to certain uses of your information, such as marketing

To exercise any of these rights, contact us at hello@incandesce.co.za.

Security

We take reasonable technical and organisational measures to protect your personal information against loss, misuse, or unauthorised access.

Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated "last updated" date.

Contact / Information Officer

For any privacy-related queries or requests, contact hello@incandesce.co.za. In accordance with POPIA, you also have the right to lodge a complaint with the Information Regulator.