Delivery Policy

This policy applies where Premium Bed arranges delivery from its Ladanna factory, a storage facility, an approved dispatch point or through a carrier appointed by Premium Bed. It covers retail, website, telephone, commercial and institutional orders unless a signed supply agreement expressly provides different delivery terms.

This policy forms part of the customer's order terms. The product quotation, order confirmation or invoice will identify the delivery address, estimated delivery charge and any order-specific conditions.

Where an order-specific written term conflicts with this policy, the more specific term will apply to the extent permitted by law.

Premium Bed offers door-to-door delivery to selected destinations in Limpopo and Gauteng Provinces in South Africa.

Delivery is subject to product availability, route planning, vehicle capacity, a serviceable road network, safe access and confirmation by Premium Bed.

Premium Bed may decline a destination, propose collection from a suitable handover point, use an approved third-party carrier or provide a special delivery quotation where the address is remote, inaccessible, outside a scheduled route or requires a different vehicle or handling method.

Free delivery is not available merely because an address falls within a province or municipality served by Premium Bed. Eligibility is determined using the distance and conditions in section 3.

The point of origin for the standard delivery calculation is Premium Bed's factory shop at Polokwane Industrial Park, Block C, Unit 13, 44 Lood Street, Ladanna, Polokwane.

For operational purposes, the 5 km radius is measured as the one-way road distance along the shortest reasonably suitable driving route selected by Premium Bed using its approved digital mapping tool.

Straight-line distance, customer-selected shortcuts and routes unsuitable for the delivery vehicle will not be used.

Standard delivery is free when the verified road distance is 5 km or less.

Where the distance is more than 5 km, the full one-way distance from the factory to the delivery address is charged at Premium Bed's approved per-kilometre rate; the first 5 km is not deducted.

Distance is rounded up to the next whole kilometre.

The approved per-kilometre rate is not fixed in this policy. It will be disclosed in the quotation, order confirmation, invoice or online checkout before delivery is confirmed and may be revised for future bookings in response to fuel, operating or carrier costs.

• Tolls, permits, ferry charges and compulsory access fees are added at cost where applicable.
• A reasonable surcharge may be quoted for unpaved or poor roads, farms, mines, secure estates with unusual access requirements, oversized orders, special vehicles, additional crew, after-hours delivery, hoisting or other non-standard handling.
• Each separate delivery address is treated as a separate delivery and charged accordingly.
• Promotional free-delivery offers apply only where confirmed in writing and remain subject to their stated product, period and location conditions.
• The 5 km free-delivery benefit does not cover a failed delivery attempt, redelivery, storage, address changes, special handling or a separate later collection.

The customer must provide the complete delivery address, pin location where requested, contact details and access information before Premium Bed issues or confirms a delivery charge.

A delivery estimate based on incomplete or incorrect information may be corrected before dispatch.

Unless otherwise agreed in writing, the product price and all applicable delivery charges must be paid in full and cleared before dispatch.

Customers must pay only through Premium Bed's authorised payment channels. Delivery personnel are not authorised to vary charges or accept an unrecorded payment.

Any change to the delivery address, product quantity, product size, access requirements or requested service after confirmation may result in recalculation of the delivery fee and schedule.

The customer must approve and pay any revised amount before dispatch.

Once a delivery service has been completed, the delivery charge is not refundable except where required by law or where the charge relates to a service that Premium Bed failed to perform.

Delivery lead times depend on whether the product is in stock, manufactured to order, specially configured or obtained from another dispatch point.

Premium Bed will provide an estimated lead time or delivery date when the order is confirmed or once the product is ready.

Delivery is scheduled only after the order is confirmed, required payment has cleared and the product is available for dispatch.

For an online order to which ECTA applies, Premium Bed will execute the order within the statutory period unless another period is agreed with the customer, in addition to payment for the goods and/or delivery reflecting in Premium Bed's bank account.

Premium Bed will contact the customer or authorised recipient to agree or confirm the delivery date and an estimated time window.

The time window is an estimate because traffic, route sequencing and the duration of earlier deliveries may affect arrival time.

A customer who needs to reschedule should provide at least 24 hours' notice. Where shorter notice is given after the vehicle has been allocated, loaded or dispatched, Premium Bed may charge a reasonable rescheduling or failed-delivery fee disclosed before the new booking.

If Premium Bed proposes delivery at a place, date or time different from an agreed delivery term, the customer's rights under the CPA remain fully applicable.

Before delivery, the customer must take reasonable steps to ensure a safe and efficient handover and must disclose any condition that may affect access or handling.

• Provide an accurate address, working contact number, map pin where requested and the name of the person authorised to accept delivery.
• Confirm the product dimensions and measure doors, passages, staircases, lifts, gates, corners and the intended room to ensure the product will fit.
• Disclose stairs, narrow passages, height or weight limits, gravel or poor roads, gated-estate rules, security procedures, loading restrictions and any need for extra personnel or equipment.
• Obtain building, estate, landlord, security or parking permission and reserve a suitable loading area or lift where necessary.
• Clear the delivery path and intended placement area, remove fragile or valuable items and keep children and pets away from the working area.
• Ensure that the premises, access route and instructions do not expose the delivery crew, product or property to an unreasonable health or safety risk.

Premium Bed is not responsible for a product failing to fit because the customer did not measure the product or access route correctly.

Any return or exchange requested for that reason is governed by Premium Bed's Returns, Refunds and Product Warranty Policy and may attract collection, delivery, handling or restocking charges where legally permissible.

Standard delivery means transporting the ordered goods to the confirmed address and, where safe and reasonably accessible, placing them in the customer's room of choice.

The delivery team may refuse a route or placement that creates a material risk of injury or damage.

If the preferred room cannot be reached safely, the customer may accept delivery at the nearest safe and accessible point, arrange a suitable later delivery at the customer's cost, or exercise any right available under applicable law.

The customer may not require the delivery team to force, bend, dismantle or modify a product to make it fit.

Unless expressly included in the quotation or order confirmation, standard delivery does not include:

• Moving or dismantling existing furniture, except an approved old-bed collection under section 11.
• Removing doors, windows, gates, railings, fixtures or building components.
• Hoisting goods over balconies or through windows.
• Electrical, plumbing, carpentry, drilling, wall mounting or structural work.
• Assembly or installation of bed frames, headboards or other furniture beyond attaching simple components specifically included in the delivery service.

Where assembly is expressly included, the customer must make the work area available and inspect the assembled product before the team leaves.

Premium Bed may stop work if the site, instructions or supplied components are unsafe or unsuitable.

The customer or an authorised person who is at least 18 years old must be present throughout access to the premises, inspection and acceptance.

If the customer will not be present, the authorised recipient's details must be given to Premium Bed before delivery. Identification may be requested.

Premium Bed will not ordinarily leave goods unattended, with a neighbour, at a gate, with security personnel or at a different address without the customer's prior written authorisation and Premium Bed's agreement.

A delivery attempt may be treated as unsuccessful where:

• No authorised recipient is present during the confirmed delivery window.
• The address, directions, contact details or map pin are materially incorrect.
• Access is denied, obstructed, unsafe or unsuitable.
• The product cannot fit because access measurements or restrictions were not disclosed.
• Required payment has not cleared.
• The customer refuses delivery for a reason not supported by the order terms or applicable law.

After an unsuccessful attempt, goods may be returned to the factory or another secure facility.

A reasonable redelivery charge, including any additional distance, special handling and storage cost, must be quoted and paid before another attempt.

Where goods are held for more than seven calendar days after Premium Bed has notified the customer that they are ready or after a customer-caused failed delivery, Premium Bed may apply a reasonable storage charge disclosed to the customer.

Repeated failure to accept delivery may be handled as a cancellation or breach, subject to the CPA and applicable order terms.

At delivery, the customer may request a reasonable opportunity to inspect the goods to confirm that the product type, quantity and apparent quality correspond with the order and, for special-order goods, that the material specifications are correct.

The customer or authorised recipient should inspect the packaging and visible surfaces before the delivery team leaves.

Any visible shortage, incorrect item, damage or property concern should be described on the delivery note and supported with photographs where reasonably possible.

Signing a paper or electronic delivery note confirms receipt and records the product's apparent condition. It does not remove statutory rights relating to a latent defect that could not reasonably have been discovered during delivery.

Goods remain at Premium Bed's risk until accepted in accordance with applicable law.

Proof of delivery may include the recipient's signature, name, date and time, an electronic acknowledgement, an authorised one-time code or another reasonable delivery record.

If an item is visibly damaged, materially different from the order or incomplete, the customer should notify the delivery team immediately and may reject the affected item where permitted by law.

The customer should not use an item that has been rejected.

Where an issue is discovered after the team has left, the customer should notify Premium Bed as soon as reasonably possible, preferably within 48 hours, and provide the order number, delivery note and clear photographs.

The 48-hour reporting request assists investigation but does not extinguish rights relating to a latent defect or another right that cannot lawfully be limited.

Premium Bed will assess the report and arrange the appropriate collection, completion, repair, replacement or refund in accordance with the CPA and Premium Bed's Returns, Refunds and Product Warranty Policy.

Where the issue is attributable to Premium Bed or its appointed carrier, the customer will not be charged for the corrective delivery or collection required by law.

Any alleged damage to the customer's property should, where possible, be reported before the delivery team leaves and documented with photographs.

Premium Bed may collect and recycle one corresponding old mattress or bed set for each new mattress or bed set delivered, without an additional collection fee, provided the service is requested and confirmed before dispatch.

The ordinary delivery fee under section 3 still applies.

The complimentary service is subject to vehicle capacity, route approval and the following conditions:

• The old item must be of a reasonably corresponding type and quantity to the new item delivered.
• The old item must be dry, hygienic, free of infestation, safe to handle and ready for collection from an accessible point.
• The customer must disclose contamination, severe damage or any handling risk before delivery.
• Bed frames, headboards, bedroom furniture, loose parts and household waste are excluded unless expressly confirmed.
• The service has no cash value and is not available for customer collections or as a stand-alone later collection.

Premium Bed may refuse an item that is wet, contaminated, infested, hazardous, excessively damaged or unsafe to remove.

If the old item is not ready when the new bed is delivered, a later collection may be charged separately.

Once an old item is accepted for recycling, ownership passes to Premium Bed and the item cannot be returned to the customer.

Premium Bed will use reasonable efforts to meet an agreed delivery date and will communicate a material known delay.

Delivery may be affected by severe weather, flooding, fire, road closures, accidents, civil disruption, load restrictions, vehicle breakdown, labour disruption, security incidents, supplier or carrier delay, government action or another event beyond Premium Bed's reasonable control.

Where such an event occurs, Premium Bed may suspend dispatch, use an alternative route or carrier, or agree a revised delivery date with the customer.

These measures do not limit any statutory right the customer may have where delivery is not made on the agreed terms.

Premium Bed is not liable for indirect or consequential loss caused by a delivery delay to the extent that such liability may lawfully be excluded.

Customers should not make dependent arrangements, such as disposal of an existing bed or travel to the property, until delivery is confirmed.

Premium Bed may appoint an approved carrier to complete delivery. Where Premium Bed appoints the carrier, Premium Bed remains responsible for delivery to the extent required by law and the goods remain at Premium Bed's risk until accepted.

If the customer chooses and contracts directly with a courier, removal company or other transporter not appointed by Premium Bed, that transporter acts for the customer.

To the extent permitted by law, responsibility for transport handling and transport damage passes to the customer or carrier once the correctly identified goods have been inspected and handed over.

Customer-arranged transport does not remove statutory rights relating to a manufacturing defect or product non-conformity that was not caused by the customer's carrier.

Customers should ensure that any vehicle used is enclosed or adequately protected, clean, dry and suitable for the product.

Collection, replacement or redelivery associated with a return or warranty claim is governed by Premium Bed's Returns, Refunds and Product Warranty Policy.

Where goods fail to meet the CPA's quality requirements within the statutory warranty period, qualifying return transport is at Premium Bed's risk and expense.

Where a return is voluntary, caused by an incorrect customer selection, falls under an additional or pro-rata warranty, or is otherwise outside statutory protection, reasonable inspection, collection and redelivery charges may apply if disclosed in advance.

The original delivery charge is not automatically refunded where delivery was properly completed and the customer later requests a voluntary return or exchange.

View Returns, Refunds & Product Warranty Policy →

Premium Bed may use the customer's name, contact details, address, map pin, order information and access instructions to process, schedule, perform and verify delivery.

This information may be shared with Premium Bed personnel and appointed carriers only to the extent reasonably necessary for fulfilment, payment, security, customer service and legal compliance.

Customers must ensure that information supplied for another recipient is accurate and that they are authorised to provide it.

Premium Bed will handle personal information in accordance with POPIA and its applicable privacy practices.

Premium Bed will exercise reasonable care when handling products and entering a customer's premises.

Premium Bed does not exclude liability that cannot lawfully be excluded, including applicable liability arising from gross negligence, unsafe or defective goods, or conduct for which the CPA provides a remedy.

To the fullest extent permitted by law, Premium Bed is not liable for damage or additional cost caused by materially incorrect customer information, undisclosed access restrictions, unsafe customer instructions, customer-arranged transport, a customer's failure to clear or protect the delivery route, or work expressly excluded from standard delivery.

Nothing in this policy prevents a consumer from approaching the National Consumer Commission, a consumer court, an applicable ombud, an alternative dispute-resolution agent or a court with jurisdiction.

Premium Bed may amend this policy for future orders, including the approved delivery rate and service areas.

The policy and rate accepted when a delivery is confirmed will ordinarily apply to that delivery unless the customer changes the delivery requirements or the parties agree otherwise.

This policy is governed by the laws of the Republic of South Africa.

If a provision is invalid or unenforceable, it will be read down or severed to the minimum extent necessary, and the remaining provisions will continue to apply.

Premium Bed Manufacturing (Pty) Ltd
Factory Shop: Polokwane Industrial Park, Block C, Unit 13, 44 Lood Street, Ladanna, Polokwane, Limpopo Province
Telephone: 015 493 2001
Email: info@premiumbed.co.za
Website: www.premiumbed.co.za