Dispatch times, delivery options, costs, and how returns are handled. Read together with our Terms of Sale & Use.
Last updated: 11 May 2026 · Version 2.0
1. Delivery options
Standard local delivery – in-stock items via The Courier Guy to major cities arrive within 1–3 business days in metro areas and 3–5 business days in regional locations.
Next-day delivery – available for urgent orders to major cities by 12:00 the next business day; regional areas may take 1–2 days. Surcharge applies.
Saturday delivery – available in major centres with orders booked by 10:00 on Friday. Surcharge applies.
Express / same-day delivery – by arrangement in major centres for critical shipments. Additional charges apply.
Export delivery – for destinations outside South Africa with 7–14 business days typical lead times depending on destination and customs.
Collection from Sandton – by appointment, free of charge. 15 Village Crescent, Linbro Business Park, Frankenwald, Sandton 2065.
2. Dispatch cut-offs and office hours
Orders confirmed and paid before 14:00 Monday–Thursday or 11:30 on Friday dispatch the same business day, subject to stock availability.
Orders after cut-offs or on weekends / South African public holidays dispatch the next business day.
Office closes at 15:00 on Friday.
3. Shipping charges and free delivery
Free delivery within South Africa applies to orders with net value exceeding R 3 000 (ex VAT).
Orders below this threshold attract a flat shipping fee of R 150 (ex VAT).
Express, next-day, or Saturday deliveries incur additional charges confirmed at order time.
Export shipping charges vary by weight, destination, and transport mode. A quote is provided before order confirmation.
Cross-border deliveries (sub-Saharan Africa) – quoted on request. Customer is responsible for import duties and any customs clearance at destination, unless explicitly arranged otherwise.
4. Hazardous or special goods
Certain products – lithium batteries, gas cylinders, calibrated instruments – may require special handling, documentation, or packaging. These items may attract additional charges or longer lead times. We will advise at order placement if your order contains such items.
5. Special-configuration and non-stock items
Camozzi (Italy) – typically 3–4 weeks from order confirmation to arrival in our Sandton warehouse, plus local dispatch.
Hy-Lok (Korea) – typically 2–3 weeks from order confirmation, plus local dispatch.
Air-freight options are available for urgent requirements at additional cost. Quoted on request.
6. Delivery process and risk
Goods are supplied EXW (Ex Works) Johannesburg unless otherwise agreed in writing.
Delivery is deemed complete when goods are handed to your nominated carrier at our premises or delivered to the address you specify.
Risk of loss or damage passes to you upon dispatch or collection. Customers are responsible for insuring goods during transit.
Title in the goods passes only upon receipt of full payment (we reserve title until then).
Delivery dates are estimates; delays may occur beyond our control.
Address changes or delivery rescheduling after dispatch may incur additional charges.
7. Tracking
You will receive a tracking number by email (or WhatsApp for trade-account customers, on request) once the courier collects your order. The tracking link allows you to monitor delivery progress directly via the courier's portal.
8. Inspection and claims
Inspect shipments on receipt.
Report shortages or visible damage within 7 days of delivery.
Report hidden defects within 30 days of delivery.
Failure to notify within these periods may limit claims.
If the package arrives visibly damaged, accept the delivery and sign as "damaged"; photograph the packaging immediately and contact us within 24 hours so we can arrange replacement or credit.
9. Returns – eligibility
Stock items may be returned within 10 business days of delivery for refund or credit if:
Unused and undamaged
In original packaging with all accessories and documentation
Not subject to the non-returnable categories listed below
10. Non-returnable items
The following are non-cancellable and non-returnable (NCNR) except where faulty under warranty or not supplied as described:
Custom-manufactured or special-order products (cylinders with non-standard strokes, bespoke assemblies, configured panels)
Cut-to-length tubing
Clearance or end-of-line items marked non-returnable
Opened hygiene or medical-grade products
ESD-sensitive devices with compromised protective packaging
Calibrated or certified items (where calibration / certification has been performed)
If you are unsure whether an item is returnable, ask before placing the order.
11. Return process
Request authorisation: contact sales@hydramatics.co.za or +27 11 608 1340 within the return window with order number, product codes, quantities, and reason.
Receive authorisation: we confirm eligibility and provide a Return Material Authorisation (RMA) number with instructions. Items sent without an RMA may experience processing delays.
Pack securely: products in original packaging with all accessories and documentation. Include an invoice copy and mark the RMA number clearly on the package.
Send the goods: return to "Hydramatics Returns Department, 15 Village Crescent, Linbro Business Park, Sandton 2065, South Africa" at customer cost. You may arrange your own courier or request company collection (additional charges apply).
Inspection and refund: we inspect returned goods on receipt. Approved returns receive refunds via the original payment method or credited to your account within 10–15 business days. Non-qualifying goods are returned at customer expense.
12. Handling / restocking fee
A restocking or handling fee of up to 15% may apply to correctly-supplied goods returns. We will inform you of the applicable fee during authorisation. No fee applies for returns arising from our error or defective products under warranty.
13. Faulty or defective products
Products that develop faults within warranty periods should be referred to our Warranty & Service Policy. We will repair, replace, or refund faulty items per the warranty terms and South African law. No restocking fee applies to genuine warranty returns; return shipping is at our cost.
14. Cancellations
Before dispatch: standard stock orders may be cancelled before dispatch. Special-order or custom product cancellations may incur charges if production has commenced.
After dispatch: dispatched orders are treated as returns under this policy.
15. Refunds
Approved refunds for online-store purchases (paid by Paystack) are processed back to the original payment method within 10–15 business days of approval.
Refunds for direct-invoice or trade-account purchases are processed by EFT to your nominated bank account within 10–15 business days.
Restocking fees, return shipping costs, and any non-recoverable third-party charges (e.g. customs duties already paid) are deducted from refunds.
16. Consumer Protection Act (CPA)
Where the CPA applies to your transaction, your statutory right to return goods (for example, the 6-month implied warranty period under section 56 of the CPA) is in addition to the terms set out here. Most of our trade customers are juristic persons with annual turnover above the CPA threshold, in which case the CPA does not apply.
