Shipping Policy

AfricanLux Distributors (Pty) Ltd

AfricanLux Distributors (Pty) Ltd supplies and distributes genuine VELUX & Altaterra RoofLITE+ products throughout South Africa. We work with reputable third-party freight and courier providers to ensure products are delivered safely and efficiently.

All delivery dates and transit times provided by AfricanLux Distributors (Pty) Ltd are estimates only and may vary due to factors outside our control, including supplier availability, freight delays, weather conditions, public holidays, and regional delivery constraints.

Stocked Products

Orders for products held in stock are typically processed and dispatched within:

• 1–3 business days following receipt of payment and order confirmation and clearance of the full invoice value in our bank account.

Special Order and Non-Stock Products

Certain VELUX & Altaterra RoofLITE+ products may be imported to order. Lead times for these products vary and will be communicated at the time of quotation or order confirmation.

Other products such as custom flashings are manufactured by third parties. These products will only be dispatched once these have been received by AfricanLux Distributors (Pty), inspected and packaged.

AfricanLux Distributors (Pty) Ltd will not be liable for delays resulting from supplier production schedules, import procedures, customs clearance, or transportation disruptions.

Once dispatched, deliveries are generally completed by third-party freight providers within the following timeframes:

Major Metropolitan Areas: 2-5 Business Days
Regional Centres: 3-7 Business Days
Remote and Outlying Areas: 5-10 Business Days

Delivery times are estimates only and are not guaranteed.

Customers requiring urgent delivery should contact AfricanLux Distributors (Pty) Ltd before placing an order.

AfricanLux Distributors (Pty) Ltd delivers throughout South Africa.

Deliveries to certain remote, rural, mining, agricultural, island, cross-border, or difficult-to-access locations may:

• Attract additional freight charges
• Require extended transit times
• Require collection from a designated freight depot

Customers will be advised of any special delivery requirements before dispatch where possible.

Shipping costs are calculated based on:

• Delivery destination
• Product dimensions
• Product weight
• Quantity ordered
• Freight provider requirements

Freight charges will be reflected on quotations, sales orders, invoices, or otherwise communicated before shipment.

Unless specifically stated in writing, freight charges are not included in product pricing.

Additional charges may apply for:

• Remote area deliveries
• Multiple delivery locations
• Re-delivery requests
• Failed delivery attempts
• Special handling requirements

Customers are responsible for ensuring that:

• The delivery address provided is accurate and complete
• Suitable access is available for delivery vehicles
• Adequate personnel and equipment are available to receive large or heavy products where required
• Someone authorised to receive the goods is available during normal business hours

If delivery cannot be completed due to customer-related circumstances, any additional costs incurred may be charged to the customer.

In accordance with the AfricanLux Distributors (Pty) Ltd Return and Refund Policy:

Customers are required to inspect all VELUX & Altaterra RoofLITE+ product deliveries immediately upon receipt.

All packaging and boxes should be carefully checked for any signs of damage before acceptance and installation.

Important Delivery Inspection Requirements

• Any visible damage to packaging must be noted at the time of delivery
• AfricanLux Distributors (Pty) Ltd must be notified of any damaged packaging or suspected transit damage within 48 hours of receipt of the goods
• Claims submitted after 48 hours of delivery may not be accepted

Severely Damaged Boxes

If a box has been visibly damaged due to being dropped, crushed, punctured, or otherwise subjected to significant impact during transport:

• Do not open the box
• Take clear photographs of the damaged packaging from multiple angles
• Notify AfricanLux Distributors (Pty) Ltd within 48 hours of delivery
• Retain all packaging materials for inspection and collection if required

Minor Packaging Damage

Where packaging shows only minor cosmetic damage:

• Take clear photographs of the packaging before opening
• Carefully inspect the contents immediately after opening
• If product damage is discovered, take photographs of the damaged product and packaging
• Notify AfricanLux Distributors (Pty) Ltd within 48 hours of receipt

Failure to report shipping damage within the required notification period may affect eligibility for replacement, repair, or refund.

Risk in the goods passes to the customer upon delivery to the nominated delivery address.

Ownership of the goods remains with AfricanLux Distributors (Pty) Ltd until payment has been received in full and cleared.

AfricanLux Distributors (Pty) Ltd shall not be liable for delays caused by:

• Freight carriers
• Supplier delays
• Customs or import processes
• Labour disputes
• Severe weather conditions
• Public holidays
• Force majeure events
• Circumstances beyond our reasonable control

While every effort will be made to keep customers informed, delivery dates are estimates only and do not constitute a guarantee.

Customers must notify AfricanLux Distributors (Pty) Ltd within 7 days of the expected delivery date if a shipment has not been received.

AfricanLux Distributors (Pty) Ltd will liaise with the freight provider to investigate and resolve the matter as quickly as possible.