Shipping policy

INOUTHOMECO SHIPPING & DELIVERY POLICY

Last Updated: July 2026

This Shipping and Delivery Policy applies to orders placed with Inouthomeco.

This policy must be read together with our Terms of Service, Return and Refund Policy, and Privacy Policy.

Nothing in this policy is intended to unlawfully limit any rights available to a consumer under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or other applicable South African law.

1. DELIVERY AVAILABILITY

Inouthomeco offers delivery to locations made available through our website or checkout process.

Delivery availability may depend on:

The delivery address;
Courier service coverage;
Product size or weight;
Product availability;
Delivery restrictions; and
Other reasonable operational considerations.

We reserve the right to decline delivery to an address that cannot reasonably or safely be serviced.

Where we cannot fulfil delivery to an address after an order has been placed, we will contact the customer and manage the order in accordance with applicable law.

2. DELIVERY FEES

Delivery fees will be displayed at checkout or otherwise communicated to the customer before the order is completed.

Delivery charges may be calculated according to factors including:

Delivery location;
Parcel size;
Parcel weight;
Product type; and
Delivery service selected.

Delivery fees may change from time to time.

Changes to delivery fees will not retrospectively increase the delivery charge for an order that has already been accepted at an agreed delivery price.

3. ORDER PROCESSING

Orders may be subject to payment confirmation, stock verification and reasonable fraud or security checks before dispatch.

Order processing periods are separate from estimated courier transit periods unless expressly stated otherwise.

Processing may be delayed where:

Payment cannot be verified;
Customer information is incomplete or incorrect;
Additional transaction verification is reasonably required;
An order is placed outside our normal operating periods;
A product requires additional preparation or packaging; or
Circumstances beyond our reasonable control affect our operations.

Where customer action is required, the processing of an order may remain on hold until the required information is received.

4. ESTIMATED DELIVERY TIMES

Delivery periods displayed on our website or communicated to customers are estimated delivery periods unless expressly confirmed as a guaranteed delivery date or time.

An estimated delivery period is provided for planning purposes and may be affected by circumstances including:

Courier delays;
High order volumes;
Public holidays;
Severe weather;
Road closures;
Civil unrest;
Remote delivery locations;
Operational disruptions;
Incorrect customer information; or
Other circumstances beyond our reasonable control.

We will not treat an estimated courier delivery date as an absolute guarantee unless Inouthomeco has expressly agreed to a specific guaranteed date or time.

This clause does not remove any statutory right available to a consumer where an agreed delivery period is not met.

5. DELIVERY UNDER SOUTH AFRICAN LAW

Where CPA section 19 applies, goods must be delivered at the agreed place and on the agreed date and time, if agreed, or otherwise within a reasonable time. Goods generally remain at the supplier's risk until the consumer has accepted delivery.

Where ECTA section 46 applies to an electronic transaction, an order must generally be executed within 30 days after receipt of the order unless the parties have agreed otherwise. Where the supplier fails to execute the order within the required or agreed period, the consumer may have the statutory cancellation rights set out in ECTA.

Nothing in this policy is intended to exclude these rights.

6. DELIVERY ADDRESS

Customers are responsible for providing a complete, accurate and accessible delivery address.

Before submitting an order, customers should verify:

Street name and number;
Building or complex name;
Unit or apartment number;
Suburb;
City or town;
Province;
Postal code;
Recipient name; and
Contact telephone number.

Inouthomeco will not be responsible for delays or additional reasonable costs caused solely by materially incorrect or incomplete delivery information supplied by the customer.

Where an address correction is requested after dispatch, we cannot guarantee that the courier will be able to amend the delivery address.

Additional courier or redelivery charges caused by a customer-supplied incorrect address may be charged to the customer to the extent permitted by law.

7. CHANGING A DELIVERY ADDRESS

Customers should contact us as soon as possible if a delivery address needs to be changed.

Email:

admin@inouthomeco.co.za

A delivery address change is not confirmed until Inouthomeco has expressly confirmed the change.

Once an order has been dispatched, delivery address changes may not be possible.

We may request reasonable identity or order verification before changing a delivery address to protect customers against fraud.

8. COURIER DELIVERY

Inouthomeco may use independent courier or delivery providers to fulfil orders.

The courier selected may vary depending on:

Delivery location;
Parcel size or weight;
Product type;
Courier availability; and
Operational requirements.

Customers may receive delivery communications or tracking information directly from the courier.

Customers must not rely solely on tracking information where a delivery issue has been reported to Inouthomeco.

Where applicable consumer law places responsibility on Inouthomeco as the supplier, the use of an independent courier does not remove that statutory responsibility.

9. TRACKING INFORMATION

Where tracking is available, tracking information may be provided after dispatch.

Courier tracking systems are operated by third parties and may experience delays in updating.

A delayed tracking update does not necessarily mean that a parcel has been lost.

Customers should contact Inouthomeco where tracking information shows an unusual or prolonged delay.

Email:

admin@inouthomeco.co.za

We may need to open an investigation with the relevant courier before determining the appropriate resolution.

10. DELIVERY TO A THIRD PARTY OR NOMINATED LOCATION

Where a customer instructs us to deliver an order to:

A family member;
Friend;
Employee;
Receptionist;
Security desk;
Mailroom;
Business premises;
Parcel reception point; or
Other nominated recipient or location,

the customer authorises delivery to that nominated recipient or location, subject to applicable law.

Customers should only nominate delivery locations where parcels can reasonably and securely be received.

Where a parcel is delivered in accordance with the customer's express delivery instruction, this may constitute delivery to the customer to the extent permitted by law.

11. AUTHORITY TO LEAVE PARCELS

Where a customer expressly instructs or authorises a courier or Inouthomeco to leave a parcel unattended at a specified location, the customer acknowledges the additional risk associated with that instruction.

To the maximum extent permitted by law, Inouthomeco will not be responsible for loss occurring after a parcel has been left in accordance with the customer's clear and voluntary unattended-delivery instruction, except where the loss was caused by conduct for which Inouthomeco remains legally responsible.

We may refuse an unattended-delivery request where we reasonably consider the delivery method unsafe or inappropriate.

12. FAILED DELIVERY ATTEMPTS

Customers must take reasonable steps to ensure that delivery can take place.

A delivery may fail where:

Nobody is reasonably available to receive the parcel;
The courier cannot obtain access to the property;
Security refuses entry;
The address is incorrect or incomplete;
The recipient cannot be contacted;
The customer refuses delivery without a lawful reason; or
The delivery location is unsafe or inaccessible.

Where a delivery fails for a reason caused by the customer, reasonable redelivery or return-to-sender costs may be charged to the customer to the extent permitted by law.

This does not apply where the failed delivery was caused by Inouthomeco or a delivery provider for whom Inouthomeco is legally responsible.

13. RETURN-TO-SENDER PARCELS

A parcel may be returned to Inouthomeco where delivery cannot reasonably be completed.

If a parcel is returned because of:

An incorrect address supplied by the customer;
Repeated customer unavailability;
Refusal of delivery without lawful grounds;
Failure to collect a parcel where collection was required; or
Another circumstance caused by the customer,

Inouthomeco may require payment of reasonable redelivery costs before sending the parcel again.

Where a customer requests cancellation instead of redelivery, any refund will be handled in accordance with our Return and Refund Policy and applicable law.

Reasonable costs may only be deducted where permitted by law.

14. DELAYED DELIVERIES

We understand that delivery delays can be frustrating.

Where we become aware of a material delivery delay, we may contact the customer with updated information.

Customers should contact us if their order has not arrived within the estimated or agreed delivery period.

Email:

admin@inouthomeco.co.za

We may first investigate the matter with the courier.

A courier investigation may take a reasonable period depending on the circumstances of the delivery.

Nothing in this section prevents a consumer from exercising a statutory cancellation or other right where the requirements of applicable law are met.

15. LOST PARCELS

A parcel will not automatically be regarded as permanently lost merely because tracking information is delayed or a delivery estimate has passed.

Where a parcel is suspected to be lost, Inouthomeco may conduct or request a courier investigation.

Customers may be required to provide reasonable information relevant to the investigation.

Where an order is confirmed as lost before lawful delivery and acceptance, Inouthomeco will manage the matter in accordance with applicable consumer law.

Depending on the circumstances and applicable law, this may include:

Replacement of the order; or
A refund.

We reserve the right to refuse a duplicate refund or replacement where credible evidence establishes that the order was lawfully delivered and accepted.

16. DAMAGED PARCELS

Customers are encouraged to inspect the external condition of a parcel as soon as reasonably possible.

Where a parcel appears materially damaged, customers should retain:

The product;
The original parcel;
Packaging;
Courier labels; and
Any relevant documentation.

Please contact:

admin@inouthomeco.co.za

Customers may be asked to provide clear photographs or videos showing:

The outer packaging;
Courier label;
Internal packaging;
Damaged product; and
Nature of the reported damage.

These requests are intended to allow us to investigate the claim and, where appropriate, pursue the matter with the courier.

A customer's failure to report damage immediately does not automatically remove a statutory right that cannot lawfully be excluded.

17. MISSING ITEMS

Where an order appears to contain a missing item, the customer should contact Inouthomeco as soon as reasonably possible.

Please provide:

Order number;
Customer name;
Details of the missing item; and
Photographs of the parcel and packaging where reasonably requested.

We may review packing, inventory, parcel weight or other available fulfilment information when investigating the claim.

Fraudulent missing-item claims may be reported or pursued through appropriate legal channels.

Nothing in this clause permits Inouthomeco to reject a genuine claim without reasonable grounds.

18. INCORRECT PRODUCTS

Where Inouthomeco supplies a product materially different from the product ordered, the customer should contact us as soon as reasonably possible.

Please do not intentionally use an incorrect product after becoming aware that the incorrect product was supplied where preservation of the product is reasonably necessary to resolve the claim.

Incorrect product claims will be handled in accordance with the CPA, our Return and Refund Policy and other applicable law.

The CPA gives consumers rights where goods delivered do not correspond with the type, quality or description reasonably contemplated in the agreement.

19. SPLIT DELIVERIES

An order containing multiple products may be delivered in more than one parcel or shipment.

This may occur where:

Products are stored separately;
Parcel weight or dimensions require separate packaging;
Operational requirements make split delivery reasonably necessary; or
Products become available at different times.

Where practical, customers may receive separate tracking information for each parcel.

The arrival of one parcel does not necessarily mean that the entire order has been delivered.

20. PARTIAL DELIVERY

Where only part of an order is delivered, customers should check available tracking information and delivery communications.

If no additional shipment is expected, please contact:

admin@inouthomeco.co.za

We will reasonably investigate the order.

Where applicable, the CPA provides specific rights concerning delivery of incorrect mixtures or quantities of goods.

21. STOCK UNAVAILABILITY

All products remain subject to availability.

Where we are unable to execute an electronic order because the goods or services ordered are unavailable, ECTA section 46 requires the supplier to immediately notify the consumer and refund payments within 30 days after notification.

Inouthomeco may offer an alternative product.

The customer is not required to accept an alternative product unless otherwise permitted by applicable law.

22. DELIVERY RESTRICTIONS

Certain products may be subject to delivery restrictions due to:

Size;
Weight;
Product characteristics;
Courier restrictions;
Safety requirements; or
Applicable law.

Where a product is subject to a specific delivery restriction, we may communicate this on the product page, during checkout or directly to the customer.

23. EVENTS BEYOND OUR REASONABLE CONTROL

Delivery may be affected by extraordinary circumstances beyond our reasonable control.

These may include:

Severe weather;
Flooding;
Natural disasters;
Civil unrest;
Major road closures;
Widespread courier disruptions;
Government restrictions;
Major utility failures;
Widespread telecommunications failures; or
Other exceptional events beyond our reasonable control.

Where such an event affects delivery, we will take reasonable steps to manage affected orders.

This section does not remove any statutory right available to a consumer and does not excuse ordinary operational negligence.

24. FRAUD AND DELIVERY CLAIMS

Inouthomeco reserves the right to reasonably investigate suspected fraudulent delivery claims.

This may include reviewing:

Courier records;
Delivery confirmations;
Proof of delivery;
Delivery photographs;
Parcel weights;
Order history; and
Other lawfully available transaction information.

We may report suspected fraud, theft or dishonest conduct to relevant payment providers, couriers or law enforcement authorities where permitted or required by law.

We reserve all legal rights in relation to fraudulent claims.

25. CUSTOMER COLLECTION

Where customer collection is offered, collection instructions will be communicated to the customer.

An order should not be collected until the customer has received confirmation that the order is ready for collection.

Reasonable proof of identity, order information or collection authorisation may be requested.

Where another person collects an order on behalf of the customer, we may request reasonable evidence that the person is authorised to collect the order.

Risk and acceptance of delivery for collected goods will be determined in accordance with applicable law.