Privacy Policy

Yes. This Privacy Policy forms part of the Website Terms of Service governing your access to and use of the Website.

By accessing or using the Website, creating an account, purchasing products, subscribing to communications or otherwise interacting with us through the Website, you acknowledge that your personal information may be processed in accordance with this Privacy Policy.

If you do not agree with any provision of this Privacy Policy, you should discontinue your use of the Website immediately.

The Website is operated by Makena Mercantile (Pty) Ltd (Registration Number: 2026/242458/07) (“MM”, “we”, “us” or “our”), which conducts business under the trading name and brand, Crown Culture.

Although the Website, products and services are marketed under the Crown Culture brand, Makena Mercantile is the legal entity responsible for operating the Website and is the responsible party for purposes of the Protection of Personal Information Act, 2013 (“POPIA”).

References in this Privacy Policy to “we”, “us” or “our” are references to Makena Mercantile acting through its Crown Culture trading name and brand.

Personal Information means information relating to an identifiable, living natural person and, where applicable, an identifiable existing juristic person, as defined in POPIA.

Process or Processing means any operation or activity concerning personal information, including the collection, receipt, recording, organisation, storage, updating, retrieval, use, dissemination, distribution, deletion or destruction of personal information.

POPIA means the Protection of Personal Information Act, 2013.

Website means the Crown Culture website and any associated webpages, applications or online services operated by Makena Mercantile under the Crown Culture brand.

You or Your means any person who accesses, browses or uses the Website.

We may amend this Privacy Policy from time to time to reflect changes in our business operations, legal requirements, technology or Website functionality.

The version applicable to your use of the Website is the version published on the Website at the time of your access or use.

Your continued use of the Website after an updated version has been published constitutes your acceptance of the revised Privacy Policy.

• Your name and surname;
• Contact information, including your email address, telephone number and delivery address;
• Account registration information;
• Order, purchase, return and transaction information;
• Payment-related information (excluding full payment card details processed directly by third-party payment providers);
• Communications and correspondence between you and us;
• Marketing preferences;
• Technical and device information;
• Website usage information collected through cookies and similar technologies; and
• Any other information that you voluntarily provide to us.

• Create an account;
• Place an order;
• Subscribe to newsletters or marketing communications;
• Contact us through the Website;
• Submit an enquiry;
• Participate in promotions, competitions or surveys; or
• Otherwise voluntarily provide information to us.

We may also collect certain information automatically through your use of the Website, including through cookies and similar technologies.

• Create and manage your account;
• Process and fulfil orders;
• Arrange delivery of products;
• Process returns, exchanges and refunds;
• Provide customer support;
• Communicate with you regarding your orders, products or services;
• Improve our products, services and Website functionality;
• Conduct analytics and business reporting;
• Detect, prevent and investigate fraud, unlawful activities and security incidents;
• Maintain the security and operation of the Website;
• Comply with legal and regulatory obligations; and
• Send marketing communications where permitted by law or where you have consented.

• You have provided consent;
• Processing is necessary to conclude or perform a contract with you;
• Processing is required by law;
• Processing protects a legitimate interest of yours or ours; or
• Processing is necessary for our legitimate business interests in a manner that does not unreasonably infringe your privacy rights.

In some instances, yes.

If you do not provide certain personal information, we may be unable to create an account, process orders, deliver products, respond to enquiries or provide certain services.

Yes. We may collect, process and compile anonymous, aggregated and statistical information relating to the use of the Website.

This information may include browsing behaviour, device information, website usage patterns, pages visited, referring websites, search activity and other technical information that does not identify you personally.

We use this information to analyse trends, improve Website performance, enhance user experience and support our business operations.

• Payment service providers;
• Delivery and logistics providers;
• Website hosting and technology providers;
• Customer support providers;
• Marketing and analytics service providers;
• Professional advisers, auditors and consultants;
• Regulatory authorities, law enforcement agencies and courts where required by law; and
• Any other third party where disclosure is required or permitted by law.

We require service providers to maintain appropriate security measures and to process personal information only for authorised purposes.

Certain service providers may store or process personal information outside South Africa.

Where cross-border transfers occur, Makena Mercantile will take reasonable steps to ensure that an adequate level of protection is maintained in accordance with POPIA and any other applicable data privacy laws that may be applicable.

Makena Mercantile retains personal information only for as long as necessary to fulfil the purposes for which it was collected, comply with legal and regulatory obligations, resolve disputes, enforce agreements and protect legitimate business interests.

Retention periods may vary depending on the nature of the personal information and the purpose for which it was collected.

Where personal information is no longer required, it will be securely deleted, destroyed or de-identified in accordance with applicable law.

Makena Mercantile takes reasonable technical and organisational measures to safeguard personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

While reasonable steps are taken to protect personal information, no method of electronic transmission or storage is completely secure and Makena Mercantile cannot guarantee absolute security.

Makena Mercantile shall not be liable for any loss, damage or harm arising from the unauthorised access to, or disclosure of, personal information by a third party, unless such liability cannot be excluded by law.

• Request access to your personal information;
• Request correction of inaccurate or incomplete personal information;
• Request deletion or destruction of personal information where permitted by law;
• Object to certain processing activities;
• Withdraw consent where processing is based on consent;
• Submit a complaint regarding the processing of your personal information.

You may submit requests relating to your personal information using the contact details provided below.

Makena Mercantile may require proof of identity before processing any request.

Where required by law, Makena Mercantile will obtain your consent before sending direct marketing communications.

You may opt out of receiving marketing communications at any time by using the unsubscribe functionality included in the communication or by contacting us directly.

The Website may contain links to third-party websites.

Makena Mercantile does not control and is not responsible for the privacy practices, content or security of third-party websites. You are encouraged to review the privacy policies of any third-party websites before providing any personal information to them.

Cookies are small text files stored on your device when you visit a website.

They help websites function efficiently, remember user preferences and collect information regarding website usage.

• Ensure the proper functioning of the Website;
• Remember your preferences and settings;
• Improve Website performance;
• Analyse Website traffic and usage patterns;
• Enhance your browsing experience; and
• Support Website security and fraud prevention measures.

Essential Cookies – necessary for operation of the Website.

Functional Cookies – remember preferences and choices.

Analytics Cookies – help us understand Website usage.

Marketing Cookies – help deliver relevant advertising and measure effectiveness.

• Browser type and version;
• Device information;
• IP address;
• Date and time of Website visits;
• Pages viewed;
• Website interactions;
• Referring websites;
• URLs of pages visited; and
• User preferences.

Most web browsers allow you to control, disable or delete cookies through browser settings.

Please note that disabling certain cookies may affect the functionality and performance of the Website.

Yes. Certain third-party service providers may place cookies through the Website to support analytics, payment processing, advertising, security and other Website functionality.

These third parties are responsible for their own privacy and cookie practices, and you should review their privacy policies where applicable.

Makena Mercantile trading as Crown Culture

Information Officer: Daniella Brain

Email: info@crownculture.co.za

Telephone: 0825752040

If you believe that your personal information has been processed unlawfully or in a manner that infringes your rights under POPIA, you may lodge a complaint with the Information Regulator of South Africa.

Website: www.justice.gov.za/inforeg/

Email: POPIAComplaints@inforegulator.org.za

By continuing to access or use the Website, you acknowledge that you have read and understood this Privacy Policy and agree to the processing of your personal information as described herein.