Privacy policy

Effective date: 17 August 2026

This Privacy Policy explains how Create It 3D (Pty) Ltd collects, uses, shares, stores and protects personal information when you use our online store, request a quotation, contact us or use our products and services. We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and other applicable South African law.

1. Responsible party and contact details

Responsible party: Create It 3D (Pty) Ltd
Registration number: 2024/502192/07
Registered address and address for legal service: 98 Barondale Road, Newlands West, Durban, KwaZulu-Natal, 4037, South Africa
Operating studio: 2 Ncondo Place, Ridgeside Dr, Umhlanga Ridge, Durban, 4319, South Africa (consultations by appointment)
Website: https://createit3d.co.za
Privacy and general enquiries: sales@createit3d.co.za
Phone: +27 76 456 7617

Privacy requests sent to the address above will be routed to our Information Officer or authorised privacy contact.

2. Personal information we collect

Depending on how you interact with us, we may collect:

• identity and contact information, including your name, email address, telephone number and company details;
• billing, delivery and transaction information, including addresses, products or services requested, order history, payment status and proof of payment;
• enquiry and communication records from email, telephone, WhatsApp, online forms, chat and customer-support conversations;
• project information, including CAD, STL, STEP and other design files, drawings, photographs, measurements, specifications, intellectual-property instructions and production notes;
• account and preference information, including marketing choices and saved customer-account details;
• technical and usage information, including IP address, browser and device information, cookie identifiers, pages viewed, referral source, approximate location and interaction events; and
• fraud-prevention, security and compliance information reasonably required to protect transactions or meet legal duties.

We do not intentionally collect special personal information or information about children unless it is necessary, lawful and handled with the safeguards required by POPIA.

3. Where the information comes from

We usually collect information directly from you when you browse, order, upload a file, complete a form or communicate with us. We may also receive information from:

• Shopify and connected ecommerce, payment, accounting, courier, customer-support and quotation systems;
• your employer, colleague or authorised representative;
• couriers, suppliers and service providers involved in your order or project;
• analytics, advertising and security providers; and
• lawful public sources or referrals.

4. Why we process personal information

We process personal information where it is necessary to:

• provide a quotation, process an order, take payment, arrange delivery and perform a contract;
• scope, design, manufacture, quality-check and support products or service projects;
• respond to enquiries and provide customer, technical and warranty support;
• maintain accounts, business records and transaction evidence;
• prevent fraud, manage security and establish, exercise or defend legal rights;
• comply with tax, accounting, consumer-protection and other legal obligations;
• improve our website, product selection, customer journey and services through analytics; and
• send marketing where you have consented or where another lawful basis permits it, subject to your right to opt out.

Our lawful grounds may include your consent, performance of a contract, compliance with law, protection of a legitimate interest, or another ground permitted by POPIA. Where consent is the basis, you may withdraw it without affecting processing that was lawful before withdrawal.

5. Information you must provide

Information marked as required is needed to process the relevant enquiry, order, payment or delivery. Other information is voluntary. If you do not provide required information, we may be unable to quote accurately, fulfil the order, deliver the goods, perform the service or meet a legal obligation.

6. Sharing and service providers

We share only the information reasonably needed with categories of recipients such as:

• Shopify and providers that host or support our online store;
• payment providers and banks used for secure payment processing;
• courier and logistics providers;
• suppliers, designers and manufacturing service providers assigned to an order or project;
• email, messaging, customer-support, quotation, accounting, analytics, advertising, security and cloud-storage providers;
• professional advisers, auditors, insurers and debt-recovery providers; and
• regulators, law-enforcement bodies or other parties where disclosure is required or permitted by law.

Service providers may process information only for authorised purposes and are expected to apply appropriate confidentiality and security safeguards. We do not sell or rent personal information.

7. Payments

Card and other electronic payments are processed through secure third-party payment providers. We do not store complete card numbers or card security codes on our own servers. The payment provider's own privacy and security terms also apply.

8. Cookies, analytics and advertising

Our site uses necessary cookies and similar technologies for functions such as checkout, security, preferences and account access. With your choice where required, we may also use analytics, performance and advertising technologies to understand traffic, measure campaigns and improve the customer experience.

You can manage available choices through the site's privacy controls and your browser settings. Blocking necessary technologies can prevent parts of the store from working correctly. For more information, see the privacy and cookie controls displayed on the site.

9. AI-assisted chat and quotation intake

If you use an AI-assisted intake or chat feature, your messages and any files or contact details you provide may be processed to understand the request, recommend a next step, assist with quotation preparation and route the enquiry to our team. Do not submit special personal information, confidential third-party material or export-controlled information unless it is necessary and you are authorised to do so. A human may review the conversation before a quotation, technical decision or order is finalised.

10. Uploaded design and project files

Files and project information are used for quoting, design, production, quality control, support and record-keeping. They may be shared with an assigned service provider only where reasonably necessary to deliver the project. Commercial confidentiality and intellectual-property ownership are governed by our Terms of Service, the quotation and any separate written agreement.

11. Cross-border processing

Some technology and service providers may process or store information outside South Africa. Where personal information is transferred to another country, we take reasonably practicable steps to ensure that the transfer is permitted by section 72 of POPIA, for example because the recipient is subject to an adequate law, binding agreement or other appropriate safeguard, the transfer is necessary for a contract, or you have consented where applicable.

12. Retention

We retain personal information only for as long as necessary for the purpose collected, a related lawful business purpose, a contract, dispute resolution or a legal record-keeping duty. Retention periods differ by record type. When we are no longer authorised to keep information, we will delete, destroy or de-identify it as soon as reasonably practicable, subject to lawful backups and technical constraints.

13. Security and data incidents

We use appropriate, reasonable technical and organisational measures designed to protect personal information against loss, damage, unauthorised destruction, unlawful access or misuse. No internet or storage system is completely secure. If a security compromise triggers a legal notification duty, we will notify the Information Regulator and affected data subjects as soon as reasonably possible in the manner required by POPIA.

14. Your rights

Subject to POPIA and any lawful limitations, you may:

• ask whether we hold personal information about you;
• request access to that information;
• request correction, deletion or destruction of information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, unlawfully obtained or no longer authorised for retention;
• object to processing where POPIA permits;
• withdraw consent where consent is the lawful basis;
• opt out of direct marketing; and
• lodge a complaint with the Information Regulator.

To exercise a right, email sales@createit3d.co.za. We may need reasonable proof of identity and enough information to locate the relevant record.

15. Information Regulator

You may lodge a POPIA complaint through the Information Regulator's eServices portal or contact the Regulator at:
Website: https://inforegulator.org.za/complaints/
Email: POPIAComplaints@inforegulator.org.za
Telephone: 010 023 5200 or 0800 017 160
Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191

16. Changes to this policy

We may update this policy when our processing activities, providers or legal duties change. The current version and effective date will be published on this page.