Shipping policy

CAERA β€” SHIPPING & DELIVERY POLICY

Effective Date: 20 August 2026
Last Updated: 20 August 2026

This Shipping & Delivery Policy applies to all purchases made through CAERA, including purchases made through www.caera.co.za.

This Policy must be read together with CAERA's Terms & Conditions, Returns & Refunds Policy and Privacy Policy.

Nothing in this Policy is intended to exclude, restrict or waive any right or remedy available to a Customer under applicable South African law where such right or remedy cannot lawfully be excluded.

1. ORDER PROCESSING

When you place an Order with CAERA, we will process your Order and make the necessary arrangements to fulfil it.

CAERA operates using a supplier-based fulfilment model. This means that certain Products displayed on our Website may be sourced from third-party manufacturers or Suppliers and may not be physically held in CAERA's own premises.

Depending on the Product, fulfilment may therefore involve:

  • confirming availability with the Supplier;

  • placing a procurement order with the Supplier;

  • receiving or preparing the Product for delivery;

  • arranging transportation; and

  • delivering the Product to the Customer.

An Order confirmation does not necessarily mean that the Product is immediately available for dispatch.

Where a Supplier subsequently advises CAERA that a Product is unavailable or that there is a material delay, CAERA will communicate the relevant information to the Customer and, where applicable, discuss the available options.

2. DELIVERY TIMEFRAMES

Delivery timeframes displayed on the Website or communicated by CAERA are estimated timeframes unless CAERA expressly confirms a specific delivery date or timeframe in writing as guaranteed.

Estimated delivery timeframes may depend on:

  • Supplier availability;

  • manufacturing or procurement lead times;

  • Product preparation;

  • Customer location;

  • delivery schedules;

  • transport availability;

  • third-party delivery providers;

  • weather;

  • road conditions;

  • public holidays; and

  • circumstances outside CAERA's reasonable control.

CAERA will make reasonable efforts to meet communicated delivery estimates.

However, an estimated delivery timeframe should not be treated as a guaranteed delivery date.

Where a material delay occurs, CAERA will take reasonable steps to communicate the delay and any updated information available to us.

Nothing in this section limits any statutory rights available to the Customer.

3. SUPPLIER LEAD TIMES

Some Products may need to be sourced from a Supplier after an Order is placed.

Supplier lead times may vary depending on the Product, Supplier and availability at the time of purchase.

Where a Product has a known extended lead time, CAERA will endeavour to communicate this to the Customer before or during the Order process.

Supplier lead times are estimates unless expressly confirmed by CAERA as guaranteed.

CAERA is not responsible for a Supplier's internal manufacturing or procurement processes, but CAERA remains responsible for complying with its own legal obligations to the Customer.

4. PRODUCT AVAILABILITY

CAERA makes reasonable efforts to maintain accurate Product availability information.

However, Supplier stock levels can change without notice.

If a Product becomes unavailable after an Order has been placed, CAERA may, where reasonably possible:

  • source the Product from another Supplier;

  • provide an updated expected timeframe;

  • offer an alternative Product; or

  • cancel the Order and provide any refund or other remedy required by applicable law.

CAERA will communicate material availability issues to the Customer as soon as reasonably practicable after becoming aware of them.

5. DELIVERY AREAS

CAERA currently offers delivery within South Africa, subject to the availability of suitable delivery services.

Certain remote, rural or difficult-to-access areas may require:

  • additional delivery charges;

  • specialised transportation;

  • longer delivery timeframes; or

  • alternative delivery arrangements.

Where additional charges are required, CAERA will communicate these to the Customer before proceeding where reasonably possible.

6. DELIVERY FEES

Delivery fees may vary depending on factors including:

  • Product size;

  • Product weight;

  • quantity;

  • delivery location;

  • distance;

  • transportation requirements;

  • delivery provider; and

  • special handling requirements.

The applicable delivery fee will be displayed at checkout or communicated to the Customer before the Order is finalised.

Unless expressly stated otherwise, standard delivery charges do not include additional services such as:

  • professional Assembly;

  • installation;

  • removal of existing furniture;

  • disposal of old furniture;

  • disposal of packaging; or

  • specialised lifting or hoisting.

7. LARGE AND BULKY FURNITURE

Furniture may be substantially larger or heavier than ordinary parcels.

Before placing an Order, Customers are responsible for checking that the Product can reasonably access the intended premises.

Customers should consider:

  • gates;

  • doorways;

  • passageways;

  • staircases;

  • lifts;

  • ceilings;

  • balconies;

  • parking areas;

  • building restrictions; and

  • other access points.

CAERA should be informed of any unusual access requirements before delivery.

8. ACCESS TO THE DELIVERY ADDRESS

The Customer is responsible for providing CAERA with accurate delivery information and informing CAERA of any material access restrictions known to the Customer.

If delivery cannot reasonably be completed because of an access problem attributable to the Customer or the premises, CAERA may need to:

  • reschedule delivery;

  • return the Product to a storage facility;

  • arrange an alternative delivery method; or

  • arrange collection by the Customer.

Where additional reasonable costs are incurred as a result of circumstances attributable to the Customer, CAERA may recover those costs where permitted by applicable law and where the Customer has been informed of the applicable charges.

9. APARTMENTS, COMPLEXES AND COMMERCIAL BUILDINGS

Customers receiving deliveries at apartments, complexes, estates, offices, shopping centres or other controlled-access premises must provide CAERA with all relevant delivery requirements.

This may include:

  • security procedures;

  • access codes;

  • loading-bay requirements;

  • lift restrictions;

  • delivery hours;

  • parking restrictions;

  • permits; or

  • building-management requirements.

The Customer is responsible for obtaining any permissions required for delivery where those permissions are within the Customer's control.

10. CUSTOMER AVAILABILITY

Customers must ensure that someone authorised to receive the Order is available at the agreed delivery address during the applicable delivery window.

Customers must provide accurate:

  • names;

  • telephone numbers;

  • email addresses;

  • delivery addresses; and

  • access instructions.

CAERA or the delivery provider may contact the Customer before delivery to arrange or confirm delivery.

11. FAILED DELIVERY ATTEMPTS

A delivery may be unsuccessful where:

  • nobody is available to receive the Order;

  • the delivery address is incorrect;

  • access is unavailable;

  • the premises are closed;

  • required access permission has not been obtained;

  • the Customer is unable to receive the Order; or

  • delivery cannot safely be completed.

Where a further delivery attempt is required because of circumstances attributable to the Customer, reasonable additional delivery or storage charges may apply where permitted by law and communicated to the Customer.

12. CHANGES TO DELIVERY INFORMATION

Customers should carefully check their delivery information before completing an Order.

Requests to change the delivery address after an Order has been placed may not always be possible.

Where a change is possible, it may result in:

  • additional delivery charges;

  • a revised delivery timeframe; or

  • additional logistical requirements.

CAERA will communicate material additional costs before incurring them where reasonably possible.

13. DELIVERY TRACKING

Where tracking is available, CAERA or the relevant delivery provider may provide tracking information.

Due to the nature of bulky furniture deliveries, some delivery services may not provide live online tracking.

Where live tracking is unavailable, CAERA may provide delivery updates by email, telephone, WhatsApp or another appropriate communication method.

14. DELIVERY INSPECTION

Customers are encouraged to inspect their Order upon delivery, where reasonably possible.

Customers should check for obvious:

  • visible damage;

  • broken components;

  • missing packages;

  • severely damaged packaging; or

  • other obvious issues.

Where visible damage is identified, Customers should photograph the relevant packaging and Product and contact CAERA as soon as reasonably possible.

Customers should retain the packaging until any reported damage or defect has been assessed, where reasonably possible.

Failure to immediately identify damage does not automatically remove any statutory right or remedy that the Customer may have.

15. DAMAGE DURING DELIVERY

Where a Product appears to have been damaged before or during delivery, the Customer should notify CAERA as soon as reasonably possible.

The Customer may be asked to provide:

  • Order number;

  • photographs;

  • videos;

  • photographs of packaging;

  • description of the damage; and

  • other reasonable information required to investigate the matter.

CAERA may liaise with the relevant Supplier, manufacturer, transport provider or other service provider to investigate the issue.

Where CAERA is responsible for providing a remedy under applicable law, CAERA will provide the applicable remedy.

16. FLAT-PACK PRODUCTS

Certain CAERA Products may be supplied in flat-packed form.

Flat-packed Products may consist of multiple boxes or packages.

Customers are encouraged to confirm that all packages and components have been received before beginning Assembly.

Where a Customer identifies apparent damage, missing components or a potential Product defect, the Customer should contact CAERA before commencing Assembly, where reasonably possible.

17. CUSTOMER ASSEMBLY

Where a Customer elects to assemble a Product themselves, the Customer is responsible for following the manufacturer's Assembly instructions and using appropriate tools and methods.

CAERA will not be responsible, to the extent permitted by applicable law, for damage, loss or defects caused by the Customer or another person after delivery as a result of:

  • incorrect Assembly;

  • failure to follow the manufacturer's instructions;

  • improper installation;

  • misuse;

  • negligence;

  • unauthorised modification;

  • alteration;

  • improper handling; or

  • use of the Product contrary to its intended purpose.

This provision does not apply where the underlying issue was a Product defect or damage that existed before Customer Assembly or otherwise gives rise to a statutory remedy.

18. PROFESSIONAL ASSEMBLY

Where professional Assembly is purchased or expressly included with an Order, CAERA may arrange for an independent Assembly technician to perform the Assembly.

The Assembly technician will perform the work according to the manufacturer's instructions and the agreed scope of the Assembly service.

Professional Assembly does not automatically include:

  • electrical work;

  • plumbing;

  • structural work;

  • wall mounting;

  • building alterations;

  • removal of existing furniture; or

  • disposal of existing furniture,

unless expressly agreed in writing.

19. DAMAGE DURING PROFESSIONAL ASSEMBLY

If a Customer believes that damage occurred during professional Assembly, the Customer should contact CAERA as soon as reasonably possible.

CAERA may investigate the matter with the Assembly technician, Supplier or manufacturer.

Where CAERA is responsible for a remedy under applicable law, the applicable remedy will be provided.

20. SELF-ASSEMBLY AND PRODUCT DAMAGE

Customers should not attempt to repair, modify, dismantle or alter a Product where an apparent defect or damage is identified before Assembly, unless reasonably necessary to prevent further damage or ensure safety.

Unauthorised repairs or modifications may make it more difficult to determine the original cause of a problem.

Where the Customer or a third party causes additional damage after delivery, CAERA may not be responsible for that additional damage to the extent permitted by law.

21. MULTIPLE-PRODUCT ORDERS

Where an Order contains multiple Products, Products may be delivered:

  • together;

  • separately;

  • at different times; or

  • from different locations.

This may occur because Products are sourced from different Suppliers or become available at different times.

CAERA will communicate material delivery arrangements where reasonably possible.

22. PARTIAL DELIVERY

Where appropriate, CAERA may arrange partial delivery where some Products are available before others.

The remaining Products may be delivered separately once they become available.

Where a partial delivery materially affects the Customer's Order, CAERA will communicate the relevant arrangements.

23. THIRD-PARTY DELIVERY PROVIDERS

CAERA may use independent third-party delivery and logistics providers.

Such providers may determine operational matters including:

  • delivery routes;

  • vehicle allocation;

  • driver schedules;

  • delivery windows; and

  • transportation procedures.

CAERA remains responsible for its obligations to Customers under applicable law.

24. CUSTOMER-ARRANGED TRANSPORT

Customers should not arrange independent transportation of Products from CAERA, a Supplier or another location unless CAERA has expressly authorised the arrangement.

Where CAERA authorises Customer-arranged transportation, the applicable collection and transportation arrangements will be communicated to the Customer beforehand.

25. DELIVERY TO THIRD PARTIES

If a Customer instructs CAERA to deliver an Order to another person or address, the Customer is responsible for ensuring that the information provided to CAERA is accurate.

The Customer should ensure that the nominated recipient is authorised to receive the Order.

26. COMMERCIAL AND CONSTRUCTION SITES

Where Products are delivered to offices, commercial premises, developments or construction sites, the Customer must disclose any relevant site requirements before delivery.

This may include:

  • security requirements;

  • access restrictions;

  • loading areas;

  • site inductions;

  • delivery hours;

  • vehicle restrictions; or

  • permits.

CAERA or its delivery provider may postpone or refuse delivery where a site presents an unreasonable safety risk.

27. WEATHER AND UNFORESEEN EVENTS

Delivery may be postponed where circumstances create an unreasonable risk to Customers, delivery personnel, Products or property.

This may include severe weather, dangerous road conditions, natural disasters or other circumstances outside CAERA's reasonable control.

CAERA will make reasonable efforts to reschedule affected deliveries.

28. INTERNATIONAL DELIVERY

CAERA's standard delivery service is currently limited to South Africa.

International Orders are not guaranteed to be available.

Any international delivery arrangement must be separately agreed with CAERA and may be subject to additional:

  • shipping charges;

  • customs requirements;

  • import duties;

  • taxes;

  • restrictions; and

  • delivery conditions.

29. DELIVERY COMMUNICATION

CAERA may contact Customers regarding Orders using the contact information supplied during checkout.

This may include:

  • email;

  • telephone;

  • WhatsApp;

  • SMS; or

  • other appropriate communication methods.

Customers are responsible for ensuring that their contact information is accurate and accessible.

30. REFUSED DELIVERY

Customers should not refuse delivery solely because they have changed their mind about an Order.

If there is a concern regarding damage, incorrect Products or another legitimate issue, the Customer should contact CAERA so that the matter can be dealt with under CAERA's Returns & Refunds Policy and applicable law.

Refusing delivery does not automatically cancel an Order or create an entitlement to a refund.

31. SHIPPING AND CONSUMER RIGHTS

CAERA respects the rights of Customers under South African consumer-protection legislation.

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or waive any statutory right or remedy that cannot lawfully be excluded.

Where a Product is defective, unsafe, materially different from what was ordered, or otherwise gives rise to a statutory remedy, CAERA will deal with the matter in accordance with applicable law and CAERA's Returns & Refunds Policy.

32. LIMITATION OF LIABILITY

To the extent permitted by applicable law, CAERA will not be liable for delays or additional logistical difficulties arising solely from circumstances outside CAERA's reasonable control.

However, this does not relieve CAERA of any obligation imposed upon it by applicable South African law.

33. CONTACT INFORMATION

For all shipping and delivery enquiries:

CAERA

Email: caera.co.za@gmail.com
Website: www.caera.co.za
Telephone / WhatsApp: [083 576 5074]
Physical / Registered Address: [2 Burhmann street Horison Roodepoort]
Company Registration Number: [K2026028053]

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