At Sedgars Home, we aim to deliver every order safely, efficiently and within the agreed timeframe. This policy explains our delivery charges, service areas, assembly services and the responsibilities of Sedgars Home and the customer.

This policy applies to purchases made through Sedgars Home stores and the Sedgars Home website.

 

1. Delivery Options

Subject to product availability and location, customers may choose between:

• Delivery to a physical address within South Africa; or

• Self-collection from a designated Sedgars Home store or warehouse, where available.

All delivery and collection arrangements are subject to full payment, stock availability and confirmation by Sedgars Home.

 

2. Furniture and Large-Item Delivery Charges

The following flat delivery rates apply to furniture and all other products classified by Sedgars Home as large items:

 

The applicable charge is a flat rate per delivery to one physical address, regardless of whether the order contains one or multiple furniture or large-item products, provided all products are delivered together.

If the customer requests:

• Delivery to more than one address;

• Delivery of different products on separate dates;

• A split delivery for the customer’s convenience; or

• An additional delivery after part of the order has already been accepted,an additional delivery charge may apply.

If Sedgars Home splits a delivery for operational or stock-availability reasons, the customer will not be charged an additional delivery fee unless otherwise agreed beforehand.

All delivery charges are quoted in South African rand and include VAT where applicable.

3. Gauteng and Durban Metro Deliveries

The R1,200 delivery service within Gauteng and Durban Metro includes:

• Transportation to the confirmed delivery address;

• Placement of the product in one reasonably accessible room selected by the customer;

• Unpacking where necessary to complete assembly; and

• Standard assembly in accordance with the manufacturer’s instructions.

Standard assembly generally covers the fitting together of furniture components supplied with the product.

Standard assembly does not include:

• Wall mounting;

• Drilling into walls, floors or ceilings;

• Electrical, plumbing or gas connections;

• Carpentry or structural alterations;

• Removal of doors, windows, railings or other fixtures;

• Hoisting furniture over balconies or through windows;

• Specialised installation work; or

• Removal or disposal of the customer’s existing furniture.

Any additional service must be agreed to in writing and may attract a separate charge.

 

4. Deliveries Outside Gauteng and Durban Metro

A flat delivery charge of R3,000 applies to supported delivery addresses outside Gauteng and Durban Metro.

This service includes delivery only and does not include unpacking, assembly or installation. Products may be delivered in their original packaging and could require self-assembly.

Where assembly is required, the customer must follow the manufacturer’s assembly instructions or appoint a suitably qualified service provider.

Sedgars Home will not be responsible for damage caused by incorrect assembly performed by the customer or an unauthorised third party. This does not exclude liability for a defect that existed before assembly.

Assembly outside Gauteng and Durban Metro may only be provided if separately confirmed by Sedgars Home. Any available assembly service will be quoted and charged separately.

 

5. Confirmation of Delivery Area

Delivery areas are determined using the delivery address and postal code supplied by the customer.

Before accepting payment for delivery, Sedgars Home may confirm whether the address falls within:

• The Gauteng delivery zone;

• The Durban Metro delivery zone; or

• The R3,000 outside-area delivery zone.

Certain remote, high-risk or inaccessible locations may not be serviceable through Sedgars Home’s normal delivery network. If an address cannot reasonably be serviced, Sedgars Home will contact the customer before dispatch to discuss an alternative delivery or collection arrangement.

No alternative arrangement or additional charge will be imposed without the customer’s agreement. If a suitable arrangement cannot be reached, the customer may cancel the affected order and receive a refund. 

6. Delivery Timeframes

Delivery will take place as soon as reasonably possible after:

• Full payment has cleared;

• Stock availability has been confirmed;

• The delivery charge has been paid; and

• The delivery address and contact information have been verified.

The estimated delivery timeframe will be communicated when the order is confirmed or when the delivery is scheduled.

Unless a different timeframe is agreed with the customer, Sedgars Home will deliver the order no later than 30 days after receiving payment.

Special-order, made-to-order, imported or customised products may have longer lead times. The estimated lead time for these products will be communicated separately.

Delivery estimates may be affected by:

• Product availability;

• The delivery location;

• Supplier or manufacturing delays;

• Peak trading periods;

• Public holidays;

• Severe weather;

• Road closures;

• Civil unrest;

• Courier or transport disruptions; or

• Circumstances outside Sedgars Home’s reasonable control.

If a material delay occurs, Sedgars Home will contact the customer and provide an updated estimated delivery date.

 

7. Delivery Scheduling

Sedgars Home or its delivery provider will contact the customer to arrange or confirm the delivery date.

Deliveries ordinarily take place:

• During normal business hours;

• From Monday to Friday; and

• Excluding public holidays.

Saturday or after-hours delivery may be available in certain areas by prior arrangement and may attract an additional charge.

Specific delivery times cannot always be guaranteed. Where possible, the customer will be provided with an estimated delivery window.

The customer must ensure that:

• The contact number supplied is correct and active;

• The customer or an authorised adult is available to receive the order;

• Any estate, complex or building access approval has been obtained;

• Security has been informed about the delivery;

• The delivery vehicle has safe and reasonable access; and

• The delivery team can complete the delivery without an unreasonable delay.

 

8. Access and Product Measurements

Before placing an order, customers must check the product dimensions and ensure that the furniture will fit:

• Through entrances and doorways;

• Along passages and corridors;

• Up staircases;

• Inside lifts;

• Around corners and turning areas; and

• Into the intended room or position.

The customer must disclose any access restrictions or special delivery requirements before delivery is scheduled, including:

• Narrow doors or passages;

• Staircases or upper-floor delivery;

• Lift restrictions;

• Limited parking or loading access;

• Security restrictions;

• Gravel or unsafe roads;

• Farms or remote locations; or

• A requirement for specialised lifting or hoisting.

The customer must clear the delivery route and remove furniture, ornaments and other objects that could obstruct delivery.

Sedgars Home’s delivery teams do not provide hoisting services and will not remove doors, windows, railings or other structural fixtures.

If a product cannot be delivered because it does not fit or because access restrictions were not disclosed, the customer may be responsible for reasonable failed-delivery, return and redelivery costs.

 

9. Receiving and Inspecting the Order

The customer or an authorised representative should inspect the order when it is delivered.

Before signing the proof of delivery, the receiving person should confirm:

• The correct number of products or cartons has been delivered;

• The products appear to correspond with the order;

• There is no visible damage to the products or packaging; and

• Any assembly included in the delivery has been completed satisfactorily.

Any visible damage, shortage or discrepancy should be recorded on the proof-of-delivery document before it is signed.

The person accepting delivery may be required to:

• Produce valid identification;

• Sign the proof of delivery; and

• Confirm their name and relationship to the customer.

A person accepting the order at the confirmed delivery address will be treated as authorised by the customer to receive it, unless Sedgars Home was informed otherwise beforehand.

 

10. Damaged, Incorrect or Incomplete Deliveries

Damage, shortages or incorrect products should preferably be reported to Sedgars Home within 48 hours after delivery.

The customer should provide:

• The invoice or order number;

• A description of the problem;

• Clear photographs or videos of the product;

• Photographs of the packaging; and

• A copy or photograph of the proof of delivery, where available.

Customers should not assemble or continue using a visibly damaged product if doing so may worsen the damage.

Where Sedgars Home confirms that a product was damaged before or during delivery, incorrectly supplied or omitted from the order, Sedgars Home will arrange the appropriate collection, replacement, completion or refund at no additional cost.

The 48-hour reporting request assists Sedgars Home in investigating delivery-related damage and does not remove any statutory rights available to the customer under South African law.

 

11. Missed and Failed Deliveries

If the customer cannot accept delivery on the scheduled date, Sedgars Home should be notified as soon as possible.

A reasonable redelivery charge may apply if delivery cannot be completed because:

• Nobody is available to receive the order;

• The customer cannot be contacted;

• An incorrect or incomplete address was supplied;

• Access to the premises is refused or unavailable;

• The product cannot fit through the available access points;

• Required estate or building permission was not arranged; or

• Undisclosed access conditions make delivery unsafe or impossible.

The redelivery charge will be communicated before another delivery is arranged.

After repeated unsuccessful delivery attempts, the order may be returned to the Sedgars Home store or warehouse. Reasonable return transport and storage charges may apply after the customer has been notified.

 

12. Self-Collection

Where self-collection is available, Sedgars Home will confirm:

• The designated store or warehouse;

• The collection date and time;

• The documents required; and

• Any collection reference or authorisation required.

The customer or authorised collecting person must produce:

• The invoice or order confirmation;

• Valid identification; and

• Written authorisation where collecting on behalf of another person, if requested.

The customer is responsible for providing a suitable vehicle, restraints, blankets and other equipment needed to transport the product safely.

Once the product has been inspected, accepted and handed to the customer or authorised representative, Sedgars Home will not be responsible for damage occurring during loading or private transportation, except where the damage was caused by Sedgars Home.

13. Changes to Delivery Instructions

Changes to the delivery address or delivery instructions must be requested before the order is dispatched.

A change of address may result in:

• A different delivery charge;

• A revised delivery date; or

• Cancellation and rescheduling of the original delivery.

If a delivery is moved between the Gauteng or Durban Metro zone and an outside area, the applicable flat rate for the new address will apply.

Sedgars Home cannot guarantee that delivery instructions can be changed after dispatch.

 

14. Delivery Delays and Order Cancellation

If Sedgars Home is unable to deliver the order within 30 days after receiving payment, or within another period agreed with the customer, Sedgars Home will notify the customer.

The customer may then choose to:

• Accept a revised delivery date;

• Select an alternative available product; or

• Cancel the affected order and receive a refund.

Any refund will be processed according to the Sedgars Home Return, Refund and Exchange Policy and applicable South African law.

 

15. Returns and Collection Charges

Delivery charges relating to returns are governed by the Sedgars Home Return, Refund and Exchange Policy.

In summary:

• Sedgars Home will bear the reasonable collection cost for a confirmed defect, incorrect product or delivery-related damage where required by law.

• The customer will be responsible for the direct return collection cost for an approved change-of-mind return.

• Original delivery and assembly charges are generally non-refundable for change-of-mind returns, except where required by law.

 

16. Review of Delivery Rates

Sedgars Home may review its delivery charges and service model after considering operational costs, delivery performance and sales data.

Any revised charge will apply only to new orders placed after the revised pricing takes effect. The delivery rate confirmed and paid for an existing order will not be increased retrospectively unless the customer requests a material change to the delivery address or instructions.

 

17. Statutory Rights

Nothing in this policy is intended to exclude or limit any customer right under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African legislation.

Where this policy conflicts with applicable legislation, the legislation will take precedence.

 

18. Contact Sedgars Home

For delivery, collection or tracking enquiries, please contact:

SEDGARS HOME

Email: customercare@sedgarshome.co.za
Telephone: 087 238 8000
Website: www.sedgarshome.co.za
Business hours: Monday to Friday, 8:00 AM–5:00 PM