BIOLABS COSMETICS

SHIPPING AND DELIVERY POLICY

Last updated: [insert date]

1. Introduction

This Shipping and Delivery Policy applies to orders placed with Biolabs Cosmetics through our website.

It must be read together with our Terms and Conditions and Returns and Refunds Policy.

Nothing in this policy limits any mandatory rights available under South African consumer law.

2. Delivery Area

We currently deliver to physical addresses within South Africa.

Delivery to certain remote, rural, farm, estate, mine, military, restricted-access or high-risk locations may:

• take longer;

• attract an additional charge;

• require collection from the nearest courier depot or service point; or

• be unavailable.

We do not deliver to PO boxes unless the selected delivery provider expressly supports that service.

International delivery is not available unless expressly offered at checkout or agreed to by us in writing.

3. Processing Period

Orders are normally processed during business days, excluding weekends and South African public holidays.

Our ordinary processing period is approximately [insert number] business days after payment has been confirmed.

Processing may take longer during:

• sales;

• promotions;

• new-product launches;

• unusually high order volumes;

• stock counts;

• public holidays;

• severe weather;

• courier disruptions; or

• other events outside our reasonable control.

An order-confirmation email does not mean that the order has been dispatched.

4. Estimated Delivery Periods

Estimated delivery periods after dispatch are:

• Major metropolitan areas: approximately [insert] business days;

• Regional areas: approximately [insert] business days; and

• Remote or outlying areas: approximately [insert] business days.

These periods are estimates and not guaranteed delivery dates.

A business day excludes Saturdays, Sundays and South African public holidays.

Delivery timeframes begin only after:

• payment has cleared;

• the order has been processed;

• the order has been collected by the courier; and

• any required verification has been completed.

5. Delivery Charges

Delivery charges are calculated and displayed at checkout.

Charges may depend on:

• destination;

• parcel weight;

• parcel dimensions;

• courier service;

• insurance;

• order value; and

• whether the address is classified as remote or outlying.

Free-delivery promotions may be subject to:

• a minimum order value;

• qualifying products;

• geographical restrictions; and

• promotional terms.

Where an address attracts an additional remote-area surcharge that could not reasonably be calculated at checkout, we will contact you before dispatch.

6. Correct Delivery Information

You must provide an accurate and complete:

• recipient name;

• street address;

• suburb;

• city or town;

• province;

• postal code;

• telephone number; and

• email address.

You should also provide gate codes, unit numbers, company names, estate names and other access instructions where relevant.

Biolabs Cosmetics is not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer.

Contact us immediately if you discover an error.

We will try to update the address before dispatch, but changes cannot be guaranteed after the courier booking has been created.

7. Dispatch and Tracking

Once the order has been dispatched, tracking information will ordinarily be sent by email, SMS or another available communication method.

Tracking information may take several hours to update after collection.

Customers are responsible for monitoring tracking and responding to reasonable courier communications.

8. Courier Delivery

Orders are delivered by independent courier providers.

The courier may require:

• a signature;

• an access code;

• confirmation of identity;

• a one-time PIN;

• the recipient’s name; or

• another reasonable proof of delivery.

Delivery may be made to:

• the named recipient;

• another person present at the delivery address;

• reception;

• security personnel;

• a mailroom;

• an authorised collection point; or

• another person reasonably appearing to be authorised to accept the parcel.

You should provide a delivery address where someone is available during ordinary courier hours.

9. Delivery Attempts

The courier may attempt delivery more than once, depending on its service terms.

Where delivery fails because:

• nobody is available;

• access is refused;

• the customer cannot be contacted;

• the address is incorrect;

• required identification or an access code is unavailable; or

• the parcel is not collected,

the courier may return the parcel to us.

The customer may be responsible for reasonable return and redelivery charges where the failed delivery was caused by information or circumstances within the customer’s control.

10. Changes After Dispatch

Once an order has been dispatched, we cannot guarantee that:

• the delivery address can be changed;

• the recipient can be changed;

• delivery can be intercepted;

• the parcel can be redirected; or

• delivery can be cancelled.

Any redirection fees charged by the courier may be payable by the customer.

11. Delivery Delays

Courier timeframes are estimates.

Delays may arise from:

• severe weather;

• road closures;

• load disruptions;

• strikes;

• civil unrest;

• high seasonal demand;

• incorrect sorting;

• remote-area routing;

• security restrictions;

• vehicle breakdowns;

• network outages;

• customs processes for approved international orders; or

• other circumstances outside our reasonable control.

We will provide reasonable assistance in investigating a delayed parcel but cannot guarantee a courier’s delivery date.

This does not affect any right you may have where delivery does not occur within an agreed or legally reasonable period.

12. Lost Parcels

A parcel is not automatically considered lost because it is delayed.

If tracking has not updated within a reasonable period, contact us with your order number.

We will submit an investigation to the courier.

The courier may require time to:

• trace the parcel;

• verify depot scans;

• contact the driver;

• confirm proof of delivery; and

• determine whether the parcel has been lost.

Where the courier confirms that the parcel was lost before valid delivery, we will, subject to applicable law:

• resend the available products; or

• refund the affected products and applicable delivery charge.

13. Incorrectly Marked as Delivered

If tracking shows “delivered” but you cannot locate the parcel:

1. check with household members, reception, security, neighbours and other authorised persons;

2. inspect any safe-location or delivery photograph provided;

3. confirm that the delivery address on the order was correct; and

4. contact us as soon as possible.

We will request proof of delivery and investigate with the courier.

A courier scan alone will not necessarily determine the outcome where credible evidence indicates that the parcel was not delivered correctly.

14. Damaged Parcels

Inspect the parcel as soon as possible after delivery.

If the outer packaging or products are damaged, contact us promptly and provide:

• your order number;

• a description of the damage;

• photographs of the outer packaging;

• photographs of the courier label;

• photographs of the internal packaging; and

• photographs of the damaged product.

Please keep the entire parcel and packaging until the claim has been resolved.

Do not discard, use, transfer or repackage a damaged product before we have provided instructions.

Verified transit damage will be handled under our Returns and Refunds Policy and applicable law.

15. Missing or Incorrect Products

Please check the contents of the order after delivery.

Where an item is missing or incorrect, notify us promptly and provide:

• your order number;

• details of the missing or incorrect item;

• photographs of the products received;

• photographs of the parcel and packaging; and

• photographs of any packing slip.

We may review packing, weight and dispatch records while investigating.

Where the issue is verified, we will provide an appropriate remedy, which may include replacement, delivery of the missing item, store credit or refund.

16. Temperature and Storage

Cosmetic products should not be left unattended in:

• direct sunlight;

• hot vehicles;

• outdoor areas;

• freezing conditions; or

• other unsuitable environments.

You are responsible for collecting or accepting the parcel promptly and storing the products according to the supplied instructions.

Contact us promptly if a parcel was exposed to conditions that appear to have materially damaged the products.

17. Collection Orders

Where collection is offered, we will notify you when the order is ready.

Do not arrive for collection before receiving confirmation.

The person collecting may be required to present:

• the order number;

• identification;

• written authorisation; or

• another reasonable form of verification.

Collection orders must be collected within [insert number] days after notification.

Uncollected orders may be cancelled, restocked or subjected to reasonable storage or reprocessing charges, where permitted by law and disclosed to the customer.

18. Risk and Ownership

Ownership of the products passes once full payment has been received, unless applicable law provides otherwise.

Risk of accidental loss or damage will pass in accordance with applicable South African law.

Nothing in this provision transfers the risk of a parcel to the customer before valid delivery where the law places that risk on the supplier.

19. Fraud Prevention

For security purposes, we may:

• verify an order;

• request identification;

• confirm payment details;

• contact the cardholder;

• hold dispatch while verification is completed; or

• cancel and refund an order that presents a credible fraud risk.

Any personal information collected for verification will be processed in accordance with our Privacy Policy and applicable law.

20. Contact Us

For shipping or delivery enquiries, contact:

Biolabs Cosmetics
Email: [insert email address]
Telephone or WhatsApp: [insert number]
Business hours: [insert business hours]
Website: [insert website address]

Please include your order number in all delivery enquiries.