Delivery & Collection Policy

1. PURPOSE AND SCOPE

This Delivery & Collection Policy explains how Health Equilibrium SA (Pty) Ltd (“Health Equilibrium”, “we”, “us” or “our”) processes online orders for delivery and collection.

It applies to orders placed through the Health Equilibrium online store and should be read together with our Website Terms & Conditions, Returns, Refunds & Exchanges Policy and other applicable website policies.

Nothing in this Policy is intended to exclude or limit any consumer right or remedy that cannot lawfully be excluded or limited under South African law.

2. DELIVERY AREAS AND COURIER SERVICE

Health Equilibrium offers nationwide delivery within South Africa, subject to a complete delivery address and an available delivery service for that address.

Our current courier provider is Fastway. We may use another reputable courier where necessary because of service availability, destination, parcel requirements or other practical considerations.

If the selected courier cannot service an address, we will contact the customer to discuss an alternative courier, delivery address or other appropriate solution, as explained in section 19.

3. SHIPPING CHARGES

Delivery charges are displayed at checkout before the customer submits the order. The charge may depend on the applicable delivery rate, destination, parcel size, weight and available service.

All known mandatory delivery, handling, remote-area or similar charges for the address and order supplied must be included in the delivery amount shown at checkout. We will not add an undisclosed mandatory destination surcharge after the order has been submitted.

Unless a free-delivery offer or promotion expressly applies, the customer is responsible for the delivery amount shown at checkout.

A later customer-requested address change, redelivery or special service may incur an additional charge. We will explain the reason and confirm any applicable additional amount with the customer before arranging or charging for that service, subject to applicable law.

Any free-delivery threshold or promotional delivery offer will be subject to the terms displayed with that offer.

4. ORDER PROCESSING AND DISPATCH

Online orders are processed for dispatch on working days: Monday to Friday, excluding South African public holidays.

The expected 7–10-working-day period runs from order placement to delivery. The first working day after the order is placed is counted as day one. Order processing and dispatch form part of this total period; they are not additional waiting periods.

We will make every reasonable effort to prepare and dispatch orders promptly, and to arrange earlier delivery wherever this is within our control.

Payment must be confirmed before a delivery order is dispatched. If a payment or order-information problem could affect the expected delivery period, we will notify the customer and explain what is needed to proceed.

If we become aware of a material delay, we will notify the customer using the contact details supplied with the order and provide an updated expected timeframe where available.

Products that must be ordered from a supplier are addressed in section 11.

5. DELIVERY TIMEFRAME

Expected delivery is within 7–10 working days from order placement to delivery. This includes order processing, preparation, dispatch and courier transit.

Working days are Monday to Friday, excluding South African public holidays. The first working day after the order is placed is counted as day one.

We will make every reasonable effort to have orders delivered sooner wherever this is within our control. An order may arrive before the expected period, but earlier delivery is not guaranteed.

The expected period is a delivery target rather than a guaranteed arrival date. Courier delays, incorrect or incomplete delivery details, weather, service disruptions, remote-area logistics or other unforeseen circumstances may affect delivery. If we become aware of a material delay, we will notify the customer and discuss the available next steps.

Any different product-specific delivery timeframe must be clearly disclosed before the order is placed or subsequently agreed with the customer. Where a specific delivery date or timeframe is expressly agreed, that agreement will be considered together with applicable law.

6. DELIVERY ADDRESS AND CONTACT DETAILS

Customers must provide a complete and accurate delivery address and contact details at checkout.

If a customer notices an error after placing an order, they should contact Health Equilibrium as soon as possible, ideally within 12 hours. This is a request for prompt notice, not an absolute deadline that removes any applicable right.

We will try to assist with changes before dispatch, but cannot guarantee a change once the order has entered the courier or fulfilment process. Address corrections and any related charges are handled as explained in section 8.

7. FAILED DELIVERY ATTEMPTS

For courier delivery orders, customers must ensure that someone authorised to accept the parcel is available at the destination address and that the courier can access the delivery location. If this is not possible, the customer should arrange an alternative directly with the delivery company in advance, subject to the delivery company's acceptance and available services.

The number of delivery attempts and any alternative collection arrangements depend on the courier's service and destination. A second delivery attempt is not guaranteed.

If delivery cannot be completed because the customer was unavailable, could not be contacted, provided incorrect information or otherwise prevented delivery, we will contact the customer to discuss redelivery or collection. Any applicable additional courier charge will be explained and confirmed before that service is arranged, subject to applicable law.

Customers should monitor courier communications and respond promptly to reasonable delivery requests.

If delivery fails because of an error by Health Equilibrium or the courier unrelated to the customer, we will investigate and arrange an appropriate resolution. We will not charge the customer additional redelivery costs arising from that error.

8. INCORRECT DELIVERY ADDRESS

If the customer provides an incorrect or incomplete delivery address, they should notify Health Equilibrium as soon as possible.

If the order has not been dispatched, we will try to update the address. After dispatch, a correction depends on the courier's procedures and may not be possible.

A customer-requested address correction, redirection or further delivery may incur an additional courier charge. We will explain and confirm any applicable additional amount before arranging or charging for the service, subject to applicable law.

If a parcel is returned because of incorrect customer-supplied delivery information, we will contact the customer to agree the next steps, including any applicable redelivery cost.

9. PARCEL DAMAGE AND DELIVERY ISSUES

Customers should inspect parcels when they are delivered.

If a parcel appears visibly damaged, opened, crushed, wet or otherwise compromised, the customer should, where practical, photograph the parcel and contact Health Equilibrium as soon as possible.

Our operational target is for visible delivery damage, incorrect products and similar delivery problems to be reported within 24 hours of receipt. This allows us to investigate quickly with the courier and fulfilment team, but this reporting target does not remove any statutory consumer right.

Customers should not use or consume products that appear damaged, contaminated, tampered with or otherwise compromised.

Customers should retain the parcel, shipping label, packaging and affected product until Health Equilibrium has provided return or investigation instructions.

Returns and remedies for damaged, defective or incorrect products are handled under our Returns, Refunds & Exchanges Policy and applicable law.

10. LOST, MISSING OR DELAYED PARCELS

If a parcel appears to be delayed or missing, the customer should contact Health Equilibrium so that we can investigate with the courier.

Health Equilibrium will make reasonable efforts to trace the shipment and obtain an update from the courier.

Where a parcel is confirmed to have been lost in transit and the loss is not attributable to the customer, Health Equilibrium will arrange an appropriate remedy, which may include a replacement or refund, subject to product availability and applicable law.

Please contact Health Equilibrium to agree the next steps before arranging a return or replacement shipment on our behalf.

Where courier tracking shows delivery to the address supplied by the customer, Health Equilibrium may investigate delivery confirmation, including available proof of delivery or the identity of the person recorded as having received the parcel.

If a customer provided correct contact and delivery information but disputes receipt, we will investigate the matter with the courier before determining the appropriate next step.

11. ORDERS CONTAINING UNAVAILABLE PRODUCTS

Some products may need to be ordered from a supplier rather than supplied from stock held in our store. This does not automatically add another 7–10 working days to the expected delivery period.

If we know before purchase that a product requires a different delivery timeframe, that timeframe will be clearly disclosed before the customer places the order.

If a product becomes unavailable, or a supplier delay may prevent delivery within the expected period after an order has been placed, we will notify the customer promptly and provide an updated expected timeframe where available.

We will discuss the available options, which may include waiting for the product, removing the unavailable item or cancelling the unfulfilled order and receiving the applicable refund, subject to the Returns, Refunds & Exchanges Policy and applicable law. We will confirm any effect on delivery charges before agreeing a revised order.

If an unavailable product cannot be supplied, we will refund the affected amount in accordance with applicable law. We will not substitute another product without the customer's agreement.

12. WEEKEND AND PUBLIC-HOLIDAY ORDERS

Orders placed on Saturdays, Sundays or South African public holidays enter processing on the next working day. They will not normally be dispatched on those non-working days.

Only Monday-to-Friday working days, excluding South African public holidays, count towards the expected 7–10-working-day order-to-delivery period. These non-working days are excluded from the calculation rather than added as a separate processing period.

13. CLICK & COLLECT

Where “Pick up at shop” (Click & Collect) is available at checkout, customers may choose to collect an eligible order from our store.

Collection address: Shop U30, Kolonnade Shopping Centre, Corner of Sefako Makgatho Drive and Enkeldoorn Avenue, Montana Park, Pretoria, Gauteng, 0159.

We will notify customers when their order is ready. Please wait for that confirmation before travelling to the store. The courier delivery period in section 5 is not a collection-ready notification.

For “Pick up at shop” orders, please collect within 14 calendar days after receiving the ready-for-collection notification. The collection period and arrangements for additional time are explained in section 15.

The payment options available for collection orders are shown at checkout. Where payment on collection is offered, any unpaid amount must be settled before the order is handed over. Customers who have already paid online will not be charged again for the same amount.

Customers should provide the order reference. Collection by another person and reasonable identity checks are explained in section 14.

Normal store trading hours:

• Monday to Friday: 09:00–19:00
• Saturday: 09:00–18:00
• Sunday: 09:00–17:00
• Public holidays: 09:00–16:00

Trading hours may change during special trading periods or public holidays. Customers should check current store information where necessary. Store opening hours do not change the definition of working days used for courier delivery.

14. COLLECTION BY SOMEONE ELSE

If someone other than the customer collects an order, the customer should notify Health Equilibrium in advance where possible.

For customer and order security, Health Equilibrium may request the order reference and reasonable identifying information of the person collecting the order.

Health Equilibrium may refuse release of an order where we reasonably believe the person attempting collection is not authorised to receive it.

15. UNCOLLECTED CLICK & COLLECT ORDERS

This section applies only to orders placed using “Pick up at shop” (Click & Collect).

Please collect your order within 14 calendar days after receiving the notification that it is ready for collection. This period starts after the ready-for-collection notification, not when the order is placed. Calendar days include Saturdays, Sundays and public holidays.

If you need more time, please contact us before the collection period expires so that we can agree an alternative collection date.

If the order remains uncollected after 14 calendar days, we will send a reminder and contact the customer to discuss collection or another appropriate solution before considering cancellation.

The order will not automatically be cancelled or treated as abandoned when the 14-calendar-day period ends. Any cancellation, refund or return will be handled under the Returns, Refunds & Exchanges Policy and applicable law.

The 14-calendar-day shop collection period does not apply to courier deliveries or parcels held by a delivery company. Customers must arrange for someone to accept a courier delivery at the destination address or agree an alternative arrangement directly with the delivery company. Any courier collection or holding period is subject to that company's arrangements.

16. ORDER CANCELLATION AND DELIVERY

Customers may request cancellation before an order has been shipped.

If cancellation is accepted before shipment, Health Equilibrium will provide a full refund of amounts paid for the cancelled order, subject to applicable law.

If an order has already been shipped, the cancellation will be handled under the Returns, Refunds & Exchanges Policy and any applicable statutory cooling-off or other consumer rights.

Where a correctly supplied order has already been shipped and the customer cancels for reasons that are the customer's responsibility, applicable courier or return costs may be payable by the customer where permitted by law.

17. DELIVERY WHEN THE CUSTOMER IS UNAVAILABLE

For courier delivery orders, the customer must ensure that someone authorised to accept the parcel is available at the destination address. If no one will be available, the customer should make an alternative arrangement directly with the delivery company in advance, subject to that company's acceptance and available services.

If an alternative cannot be arranged with the delivery company, please contact Health Equilibrium promptly so that we can discuss the available options.

Delivery attempts, redelivery, collection alternatives and any applicable additional charges are handled as explained in section 7. A missed delivery does not automatically entitle us to impose an undisclosed charge.

18. COURIER COMMUNICATIONS AND TRACKING

Where tracking is available, we will provide tracking information using the contact details supplied with the order.

Customers should monitor relevant delivery communications and respond to reasonable courier requests.

We may share the information necessary to fulfil delivery with the selected courier in accordance with our Customer Data Protection Policy.

19. DELIVERY TO RESTRICTED OR UNUSUAL LOCATIONS

Some destinations require special arrangements because of remote-area coverage, access restrictions, gated or security-controlled premises, restricted receiving hours or other delivery requirements.

Please disclose known access requirements when placing your order. Known mandatory charges for the destination and order supplied must be included in the delivery amount shown at checkout, as explained in section 3.

If a courier cannot service the supplied address, we will contact the customer to discuss an alternative courier, address or other appropriate solution before proceeding. We will not impose an undisclosed mandatory remote-area or high-risk-area surcharge after the order has been submitted.

If a customer requests an address change or special service after ordering, we will explain and confirm any applicable additional charge before arranging that service, subject to applicable law.

If no acceptable delivery solution can be agreed and we cannot fulfil the order, we will arrange cancellation and the applicable refund, including delivery charges paid for a wholly cancelled, undelivered order, in accordance with applicable law.

20. DELIVERY FAILURES BEYOND OUR CONTROL

Unforeseen events may delay processing or delivery. These can include severe weather, natural disasters, strikes, civil unrest, road closures, power or network outages, government action, courier or supplier disruptions and cyber incidents.

If such an event materially affects an order, we will notify the customer, provide an updated expected timeframe where available and discuss the available next steps.

These circumstances do not remove any non-excludable consumer right. We will provide any remedy required by applicable law.

21. DELIVERY AND CONSUMER RIGHTS

This Policy does not limit any consumer right relating to delivery, performance, cancellation, refunds, defective goods or other statutory remedies under South African law.

Where the law requires Health Equilibrium to provide a remedy because an order was not delivered, was delivered incorrectly or cannot be fulfilled, we will comply with the applicable legal requirements.

Where there is a conflict between this operational Policy and a non-excludable consumer right, the applicable law will prevail.

22. CONTACT US

Email: info@health-equilibrium.co.za

Telephone: 012 548 0933

In person: Shop U30, Kolonnade Shopping Centre, Corner of Sefako Makgatho Drive and Enkeldoorn Avenue, Montana Park, Pretoria, Gauteng, 0159.

We aim to acknowledge complaints within two working days, as defined in section 5, and resolve them as soon as reasonably possible.

23. POLICY DETAILS

Health Equilibrium SA (Pty) Ltd

Registration No. 2026/267330/07

Website: https://health-equilibrium.co.za/

Effective date: 21 September 2026

Last updated: 29 October 2026