Shipping policy

BRAAIHQ SHIPPING & DELIVERY POLICY

Effective date: 14 July 2026

This Shipping and Delivery Policy applies to purchases made from BraaiHQ, including the BraaiHQ InstaBraai Fan/Blower.

By placing an order with BraaiHQ, the customer agrees to this policy, subject always to the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and any other applicable South African law.

1. Delivery Area

BraaiHQ currently delivers to valid physical addresses within South Africa.

We do not deliver to PO boxes. Customers must provide a complete and accurate street address where someone will be available to receive the parcel.

Delivery to certain farms, mines, informal settlements, remote areas or other outlying locations may be limited, delayed or subject to additional courier requirements.

2. Courier Service

BraaiHQ uses Aramex Store-to-Door for deliveries.

BraaiHQ may use another reputable courier service where reasonably necessary due to service availability, operational requirements or the customer’s delivery location.

Once an order has been dispatched, the customer will receive tracking details where available.

3. Estimated Delivery Time

Orders are ordinarily delivered within approximately 8 to 11 business days after payment has been successfully received and the order has been confirmed.

Business days exclude Saturdays, Sundays and South African public holidays.

The 8-to-11-business-day period is an estimated delivery timeframe and is not a guaranteed delivery date. Delivery may take longer during:

Promotional campaigns or periods of high order volumes;
Black Friday, Christmas and other peak trading periods;
Public holidays;
Severe weather or natural disasters;
Road closures, strikes or civil unrest;
Load shedding or telecommunications disruptions;
Courier backlogs or depot delays;
Delivery to remote or outlying areas;
Incorrect or incomplete customer information; or
Other circumstances outside BraaiHQ’s reasonable control.

Aramex also describes courier transit-time estimates as estimates that may differ from actual delivery times because of unforeseen shipping delays.

4. Order Processing

Orders will only be processed once payment has cleared and BraaiHQ has accepted the order.

Orders placed after business hours, on weekends or on public holidays will begin processing on the next business day.

BraaiHQ may contact the customer to verify an address, telephone number, payment or other information before dispatching the order.

Any delay caused by incomplete, incorrect or unverified customer information will not count toward the estimated delivery period.

5. Courier Delays

BraaiHQ will take reasonable steps to dispatch orders promptly and assist customers in tracing delayed parcels.

To the maximum extent permitted by South African law, BraaiHQ will not be liable for indirect, incidental or consequential losses caused solely by a delay attributable to Aramex or another courier and outside BraaiHQ’s reasonable control.

This may include loss of income, missed events, inconvenience or other consequential loss.

This clause does not:

Remove any non-excludable rights granted to a customer by South African law;
Excuse fraud, gross negligence or intentional misconduct by BraaiHQ;
Remove BraaiHQ’s obligation to take reasonable steps to resolve a delayed delivery; or
Prevent a customer from exercising a lawful cancellation, refund or other remedy where an order is not delivered within the agreed or legally permitted period.

6. Delayed Orders

A parcel will not automatically be considered lost merely because it has not arrived within the estimated 8-to-11-business-day period.

Customers should first check the tracking information and then contact BraaiHQ so that a courier investigation can be opened.

Where an order is materially delayed, BraaiHQ will:

Contact or follow up with the courier;
Provide available tracking information to the customer;
Keep the customer reasonably informed; and
Offer any remedy required by applicable South African law.

If BraaiHQ cannot fulfil the order within the agreed delivery period, the customer may exercise any cancellation or refund rights available under applicable law.

7. Incorrect Delivery Information

The customer is responsible for providing:

The correct recipient name;
A complete physical delivery address;
The correct postal code;
A valid South African contact number; and
Any access instructions required for delivery.

BraaiHQ will not be responsible for delays caused by incorrect, incomplete or outdated information supplied by the customer.

Where a parcel is returned to BraaiHQ because of incorrect information, refusal of delivery, failure to collect or repeated unsuccessful delivery attempts, the customer may be required to pay a reasonable additional delivery fee before the parcel is sent again.

Any additional fee will be subject to applicable consumer law.

8. Availability to Receive Delivery

The customer must ensure that either the customer or an authorised person is available at the delivery address.

Delivery may be made to a person who reasonably appears to be authorised to accept the parcel at the stated address, including an employee, receptionist, security guard, household member or building representative.

BraaiHQ and the courier may rely on the name, signature, delivery photograph, one-time PIN or other proof of delivery recorded by the courier.

9. Failed Delivery Attempts

If the courier cannot complete delivery because no one is available, the address is inaccessible or the customer cannot be contacted, the courier may:

Attempt delivery again;
Request collection from a depot;
Contact the customer for further instructions; or
Return the parcel to BraaiHQ.

Additional delivery charges resulting from circumstances caused by the customer may be charged to the customer where reasonable and legally permitted.

10. Risk of Loss or Damage

Goods remain at BraaiHQ’s risk until they have been delivered to and accepted by the customer or an authorised person at the delivery address, as required by applicable law.

The customer must inspect the parcel as soon as reasonably possible after delivery.

A damaged, tampered-with, incorrect or incomplete delivery should be reported to BraaiHQ within 48 hours, together with:

The order number;
Clear photographs of the parcel;
Photographs of the courier packaging and label;
Photographs or video of the damaged or incorrect item; and
A description of the problem.

The 48-hour reporting period helps BraaiHQ submit a courier claim promptly. It does not remove any statutory rights that cannot legally be limited.

11. Lost Parcels

A parcel will only be treated as lost once Aramex or the relevant courier has completed its investigation or confirmed that the parcel cannot be located.

Where a parcel is confirmed as lost before valid delivery, BraaiHQ will provide a replacement or refund, subject to product availability and the customer’s rights under applicable law.

BraaiHQ may require the customer to complete reasonable supporting documentation for the courier investigation.

12. Delivery Tracking

Courier tracking information is supplied for convenience and may not always update immediately or accurately.

A lack of tracking movement does not necessarily mean that a parcel has been lost.

Customers should contact BraaiHQ rather than attempting to alter the delivery directly with the courier where doing so may affect the shipment.

13. Changes to Delivery Address

A delivery address may only be changed before the parcel has been dispatched.

Once an order has been handed to the courier, BraaiHQ cannot guarantee that the address can be changed, redirected or intercepted.

Any additional redirection or delivery charge may be payable by the customer.

14. Separate Shipments

BraaiHQ may dispatch products from the same order separately due to product availability, packaging requirements or operational reasons.

The customer will not be charged additional delivery fees where BraaiHQ chooses to split an order, unless otherwise agreed in advance.

15. Force Majeure

BraaiHQ will not be responsible for a failure or delay caused by circumstances outside its reasonable control, including natural disasters, flooding, fire, war, civil unrest, strikes, government restrictions, road closures, epidemics, courier network disruptions, load shedding or failures of telecommunications systems.

BraaiHQ will nevertheless take reasonable steps to minimise the delay, communicate with affected customers and fulfil its obligations as soon as reasonably possible.

This clause does not exclude any consumer right that may not lawfully be excluded.