Delivery & Collection Policy

1. Where do we deliver?

The online shop accepts delivery orders within South Africa only. Export customers must contact hello@buitengewoon.co.za for a separate quotation, shipping arrangements and export terms.

2. What delivery and collection options are available?

Depending on your address and the product, available methods may include:

• delivery by the Buitengewoon team within a stated service area;
• drop-off by an approved third-party courier; or
• collection by you or your nominated carrier from an agreed Buitengewoon location.

The selected method, charge and destination will be shown at checkout or confirmed in writing before dispatch.

3. When will your order be dispatched or ready for collection?

Depending on stock and production status, orders may take approximately 1-3 weeks to complete or become ready. Delivery transit time is additional.

Dispatch or collection will be arranged only after the full purchase price and agreed delivery charges have cleared. We will contact you when the order is approaching readiness and issue the balance invoice.

Delivery dates are estimates unless expressly confirmed as fixed. We will communicate material delays and revised timing.

4. How are delivery charges calculated?

All product prices include VAT but exclude delivery unless clearly stated otherwise. Delivery charges are calculated or selected during checkout for listed areas. Customers outside those areas must request a quotation.

Quoted delivery normally covers one scheduled drop-off at the agreed accessible point. Additional charges caused by undisclosed access constraints, failed delivery, redelivery, storage, special equipment or a customer-requested change may be charged only where reasonable and disclosed.

5. What does courier delivery include?

Third-party courier delivery is a drop-off service only. It does not include final positioning, movement through a building, lifting onto a deck, crane or rigging services, plumbing, installation or removal of packaging unless expressly included in writing.

At least four capable adults must be present to receive and move the tub safely. The Coil hot tub has an approximate empty weight of 80 kg and the Snorkel hot tub approximately 120 kg, before packaging and loose components.

If the required assistance is not available or the agreed delivery point cannot be safely reached, delivery may be stopped. Reasonable redelivery, waiting or storage costs may then apply after they are explained to you.

6. What access and site preparation are required?

Check the product dimensions and the full access route before ordering. Consider gates, passages, stairs, corners, walls, roofs, landscaping, slopes, overhead obstructions and the space needed for the heater and flue.

The final base must be level, stable, suitable for drainage and capable of safely bearing the fully loaded tub and occupants. Obtain professional structural advice for decks, balconies, raised platforms or any site where capacity is uncertain.

The Coil hot tub must be positioned outdoors on a fireproof surface. The Snorkel hot tub and its chimney must be used outdoors in accordance with the installation manual. Required clearances, fire safety and local rules remain your responsibility unless professional installation advice has been separately contracted.

7. Is installation included?

Installation is not included in a standard delivery unless it is stated in your order or quotation. If you fit the product yourself, you must follow the relevant Buitengewoon installation manual and use the stated tools, components and sequence.

Customer-appointed installers, riggers, builders and couriers act for the customer. This does not exclude any liability Buitengewoon has for its own product or conduct under applicable law.

8. What should you inspect on delivery?

You or your authorised recipient should inspect the packaging and visible condition before signing the delivery record and before moving or installing the product. Visible damage or a product discrepancy should be noted immediately, photographed and reported to hello@buitengewoon.co.za as soon as reasonably possible.

You may reject delivery where entitled by law. Signing a delivery record does not waive rights relating to a latent defect that could not reasonably have been identified during the delivery inspection.

9. When does risk pass to you?

Products remain at Buitengewoon’s risk until delivery has been accepted in accordance with applicable law. For collection or transport independently arranged by you, delivery and risk will pass when you or your nominated carrier takes possession after a reasonable opportunity to inspect, subject to any non-excludable right.

10. What happens if delivery is missed, delayed or cannot be completed?

You must ensure that an authorised adult is available at the agreed time and that access and offloading assistance are ready. If delivery cannot be completed because of customer-side circumstances, we may arrange redelivery and charge reasonable additional costs disclosed to you.

We are not responsible for delays caused by events outside our reasonable control, but we will communicate material delays and take reasonable steps to complete the order. Statutory rights arising from non-performance are not excluded.

11. What is required for collection?

Collection is by prior arrangement only and after cleared payment of the full balance. You must bring an appropriate vehicle, restraints, protective materials and sufficient people. We may refuse unsafe loading or transport arrangements.

If you appoint a carrier, you must give us the carrier’s details and authorisation. Packaging or transport supplied by that carrier remains subject to your arrangement, without limiting liability that cannot lawfully be excluded.

12. What if collection or delivery is delayed by the customer?

If a completed order is not collected or cannot be delivered because you delay arrangements, we will give written notice and a reasonable collection period. Reasonable storage costs may apply only after advance notice.