Shipping policy
Business Name: Exclusive Coatings Pty Ltd
Website: www.exclusivecoatings.co.za
All orders are delivered through Bob Go, our appointed courier partners, or another delivery service selected by Exclusive Coatings.
By placing an order through our online store, the customer acknowledges and accepts the terms of this Shipping Policy, subject always to any rights that may apply under South African law.
1. Delivery Services
Exclusive Coatings uses Bob Go and appointed courier companies to facilitate delivery of online orders.
The available delivery method and applicable delivery charge may be calculated and displayed during checkout based on the delivery destination, parcel size and weight, courier availability, and the delivery service selected.
Unless otherwise stated, delivery charges are payable by the customer and are added to the order at checkout.
2. Delivery Times
Any delivery time shown at checkout or communicated to the customer is an estimate only.
Delivery times may vary depending on the destination, courier routing, traffic, weather conditions, public holidays, peak trading periods, operational delays, and other circumstances beyond our reasonable control.
Exclusive Coatings will make every reasonable effort to dispatch orders promptly once they are ready for delivery.
3. Correct Delivery Information
Customers are responsible for providing a correct and complete delivery address when placing an order.
This includes, where applicable, the street address, suburb, city or town, province, postal code, contact person's name, and correct contact number.
Exclusive Coatings will not be responsible for delivery delays or additional courier charges caused by incorrect or incomplete delivery information supplied by the customer, subject to applicable law.
If a delivery address needs to be changed after an order has been placed, the customer should contact Exclusive Coatings as soon as possible. We cannot guarantee that an address can be changed once the parcel has been handed over to the courier.
4. Availability to Receive the Order
Customers are responsible for ensuring that someone is available to receive the order at the delivery address where required.
Where a courier is unable to complete delivery because nobody is available, the courier may attempt redelivery or return the parcel in accordance with its operating procedures.
Any reasonable additional delivery charges resulting from failed delivery attempts caused by the customer may be for the customer's account, where legally permitted.
5. Packaging and Handover to Courier
Exclusive Coatings will make every reasonable effort to ensure that orders are correctly packed, appropriately protected, accurately labelled, and handed over to the courier in good condition.
Once the parcel has been collected, transportation and physical delivery are performed by the appointed courier.
Exclusive Coatings will assist customers with courier-related issues where reasonably possible and will provide relevant order, dispatch, tracking, and supporting information where required.
6. Delayed Deliveries
Courier delays may occasionally occur for reasons outside the reasonable control of Exclusive Coatings.
If an order is delayed, customers should use the tracking information provided where available and may contact Exclusive Coatings for assistance.
We will assist where reasonably possible in following up with Bob Go or the relevant courier.
Nothing in this policy removes any delivery rights or remedies that a customer may have under applicable South African law.
7. Lost or Missing Deliveries
If tracking information indicates that an order may be lost, or if delivery has not taken place within a reasonable period, the customer should contact Exclusive Coatings as soon as possible.
Exclusive Coatings may require the customer to assist with information needed for a courier investigation or claim.
Where necessary, Exclusive Coatings will liaise with Bob Go and/or the appointed courier and provide the relevant order and dispatch information.
Any remedy will be handled in accordance with the circumstances of the case and applicable law.
8. Products Damaged During Delivery
Customers should inspect parcels and products as soon as reasonably possible after delivery.
If a product arrives damaged, the customer should photograph the parcel before opening it where possible, photograph any damaged outer packaging, photograph the damaged product, retain all original packaging and the shipping label, and contact Exclusive Coatings within 48 hours.
The 48-hour reporting period is intended to assist with courier claims relating to visible delivery damage and does not limit any statutory rights that may apply.
Exclusive Coatings will investigate the matter and, where appropriate, assist with a courier claim and arrange a replacement, refund, or other suitable remedy in accordance with applicable law.
9. Incorrect Products or Quantities
If the parcel is delivered successfully but contains an incorrect product, incorrect quantity, or missing item, the customer should contact Exclusive Coatings within 48 hours of delivery.
The matter will be investigated in accordance with the Exclusive Coatings Paint Return & Refund Policy.
10. Tracking
Where tracking is available, customers may receive tracking information by email, SMS, WhatsApp, or another notification method.
Tracking information is supplied by Bob Go and/or the appointed courier.
Tracking updates may occasionally be delayed and should not always be treated as real-time confirmation of the parcel's exact physical location.
11. Courier Claims
Where a courier claim is required, customers may be asked to provide the order number, tracking or waybill number, photographs, delivery information, a description of the problem, and any other information reasonably required.
Exclusive Coatings will assist with the claim where reasonably possible.
Customers should contact Exclusive Coatings first so that the order and dispatch information can be verified and the appropriate process followed.
12. Risk in the Goods
Risk in the goods passes to the customer upon delivery, subject to applicable South African law.
Nothing in this Shipping Policy is intended to transfer statutory responsibility away from Exclusive Coatings where such responsibility cannot legally be excluded.
13. Delivery Restrictions
Certain products may be subject to courier restrictions due to their size, weight, classification, destination, or transport requirements.
Where a selected delivery method cannot be used for a particular product or destination, Exclusive Coatings may contact the customer to arrange an alternative delivery method or other suitable solution.
14. Changes to This Policy
Exclusive Coatings reserves the right to update this Shipping Policy from time to time.
The version published on the website at the time of purchase will generally apply to that order, subject to applicable law.
15. Contact Information
For delivery enquiries, damaged parcels, missing deliveries, or courier-related assistance, please contact:
Exclusive Coatings Pty Ltd
390 Veldkornetroos Street, Pretoria North, Gauteng, South Africa
Email: orders@exclusivecoatings.co.za
Telephone/WhatsApp: +27 79 756 6249
Website: www.exclusivecoatings.co.za