Delivery Policy

Delivery Policy

Effective Date: 1 November 2025
This Delivery Policy outlines how Cold Watch delivers products to you, including delivery times, fees, and the process in the event of delays. We work with professional courier companies to ensure your products reach you safely and on time.

1. Delivery Methods

We use door-to-door courier services provided by reputable South African courier companies. We select couriers based on reliability, coverage area, and competitive pricing.
Deliveries are made during standard business hours, Monday through Friday. Our couriers generally operate Monday to Friday, 08:00 to 17:00 SAST.

2. Delivery Times and Processing

1. Order Processing Time
   We process orders within 10 business days of receiving full payment.
   We will only dispatch your order after we receive payment or confirmation of payment.
   Please send proof of payment to admin@coldwatch.co.za to speed up processing.
   Processing times may be longer if products need to be ordered from our suppliers.
2. Delivery Timeframes

   Standard delivery within South Africa takes 3-5 business days from the date we dispatch your order.
   Delivery times may vary depending on your location and the availability of products.
   Remote or rural areas may require additional delivery time.
   We process orders within 10 business days of receiving full payment; in the event that sensors require a SANAS Certification Certificate, an additional 10 business days will be required.

   Standard delivery within South Africa takes 3-5 business days from the date we dispatch your order; crossborder or international delivery times vary on a case-by-case basis.
   We will notify you when your order is dispatched and provide tracking information where available.
   We do not deliver on public holidays.
   Important. The delivery timeframes mentioned are estimates, not guarantees. While we make every effort to deliver on time, delays can occasionally occur due to factors beyond our control.

3. Delivery Fees

Delivery fees are calculated based on the weight, size, and value of your order, as well as your delivery location.
We will provide you with a delivery fee quote when you place your order.
The final delivery fee may differ slightly from the quote if the actual weight of the packed order differs from our estimate.
We reserve the right to adjust courier fees in accordance with changes to the pricing of our courier company.
Any fee changes will take effect for new orders placed after the change is implemented.
If there is a significant difference between the quoted and actual delivery fee, we will contact you before dispatching your order.

4. Accepting Delivery

1. What Happens When Your Order Arrives
   When the courier delivers your order, please check that everything is in order.
   You will find a delivery note and item list inside the package showing what has been delivered.
   A QR code that links to a Plug and Play (PnP) installation brochure, which also includes troubleshooting suggestions.
   The delivery note will also show any items that were not available or have been backordered.
   Please inspect the package for visible damage before signing.
2. Signing for Your Delivery

   Someone at your delivery address will need to sign for the delivery.
   The courier may ask for identification to verify the delivery address.
   Any person who accepts delivery at your address is presumed to be authorised by you to receive the goods.
   By signing, you confirm that you have received the delivery in apparent good condition.
   Important. Once someone signs for the delivery, we consider the products to have been successfully delivered to you. Please scrutinize the package before signing.

3. If No One Is Home
   If no one is available to accept delivery, the courier will follow their standard procedures.
   The courier may leave a notice with instructions for rescheduling delivery or arranging collection.
   The courier will attempt to contact you to make alternative arrangements.
   Additional delivery fees may apply if a second delivery attempt is required.
   Please ensure someone will be available at the delivery address during business hours to avoid delays.

5. Delivery Delays

While we aim to deliver within the estimated timeframes, delays can occasionally occur due to factors beyond our control, such as severe weather, courier operational issues, or transport disruptions.
If your delivery is delayed, we will take the following steps.
We will notify you as soon as we become aware of the delay.
Work with the courier to reschedule delivery at no additional charge to you.
Keep you updated on the progress of your delivery.
Our liability for delivery delays is limited to arranging redelivery at no extra cost. We are not liable for any indirect losses or damages you may suffer as a result of delays.

6. Risk and Responsibility During Delivery

1. Who Is Responsible for Your Products

   The risk and ownership of products transfer to you at different stages depending on the circumstances.
   We are responsible for the products until they are delivered to you, or someone authorised by you.
   Once you or your representative signs for the delivery, you become responsible for the products.
   If products are lost or damaged during transit, regardless of fault, we will replace them or provide a refund.

2. Courier Company Services
   We use independent third-party courier companies to deliver your products. While we select reputable couriers and do our best to ensure good service, we have limited control over their operations.
   This means the following.
   We are not responsible for the courier’s actions or failures beyond our reasonable control.
   Courier services are subject to their own terms and conditions.
   If there are delivery problems resulting from the courier’s negligence, we will assist you in making claims against them where appropriate.
   However, we will take reasonable steps to resolve delivery problems and ensure you receive your products or obtain a remedy.

7. Limitation of Liability

Subject to South African consumer protection law, our liability for delivery-related issues is limited as follows.
We are liable for loss or damage to products during delivery if the loss or damage results from our negligence or wilful misconduct.
We are not liable for delays, losses, or damages caused by circumstances beyond our reasonable control, including acts of nature, courier failures, strikes, or government restrictions.
We are not liable for indirect or consequential losses such as lost profits, business interruption, or wasted expenditure.
Our maximum liability for any delivery issue is limited to the value of the affected products or the cost of redelivery, whichever is lower.
Important. Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence, or for fraud, or any other liability that cannot be excluded or limited under South African law.

8. Delivery Address and Contact Information

Please ensure you provide accurate delivery information when placing your order.
Check that your delivery address is complete and correct.
Provide a contact phone number where you can be reached during delivery hours.
Include any special delivery instructions (such as gate codes or access instructions).
Please notify us immediately if you need to change your delivery address before dispatch.
We are not responsible for failed deliveries or delays caused by incorrect or incomplete delivery information.

Damaged or Missing Items Upon Delivery

If your delivery arrives damaged or if items are missing, please follow the procedures in our Refund and Returns Policy.
As a reminder, you must do the following:
Notify us within 48 hours of receiving a damaged delivery by emailing admin@coldwatch.co.za.
Please notify us within 7 days if any items are missing from your order.
Provide photographs and details to support your claim.

10. Contact Us

For delivery enquiries, tracking information, or to report delivery problems, please contact us.
Email address is admin@coldwatch.co.za.
Business hours are Monday to Friday, 08:00 to 17:00 SAST.
We will respond to delivery queries within two business days.

11. Changes to This Policy

We reserve the right to update this Delivery Policy from time to time. Changes will be posted on our website
and will take effect for orders placed after the change’s effective date.