Shipping policy

SHIPPING POLICY

This Shipping Policy explains how orders placed through the Soveren website are processed, dispatched and delivered. By placing an order with Soveren, you agree to this Shipping Policy, our Terms of Service, and any other policies referenced on our website.

Soveren is based in South Africa. For the purposes of this Shipping Policy, national orders refer to orders delivered within South Africa, and international orders refer to orders delivered outside South Africa.

1. ORDER PROCESSING AND DESPATCH

We aim to process and dispatch orders within 1 to 2 business days after an order has been placed and payment has been received.

Business days exclude Saturdays, Sundays, public holidays and any days on which our operations, courier services, payment providers or fulfilment partners are unavailable or interrupted.

Dispatch times are estimates and may vary depending on product availability, order verification, payment confirmation, courier availability, system errors, customs requirements, or other operational factors.

2. SHIPPING DURATION

Estimated shipping or delivery durations will be quoted on the relevant product pages, at checkout, or through any other shipping information made available on our website.

Any shipping or delivery duration provided is an estimate only and is not guaranteed. Actual delivery times may vary depending on the delivery address, courier availability, customs processing, public holidays, local delivery conditions, courier handovers, and circumstances outside of our control.

3. NATIONAL SHIPPING WITHIN SOUTH AFRICA

For orders delivered within South Africa, we may use multiple shipping providers or courier services depending on the delivery address, product type, courier availability, service level, cost, and other operational factors.

Where shipping options are available at checkout, the customer may be able to select from the available options. Where no specific shipping provider is selected by the customer, Soveren may select the shipping provider or courier service at its discretion.

Once the order has been dispatched, tracking details will be provided where available.

4. INTERNATIONAL SHIPPING

All international orders are shipped using DHL Express, unless otherwise stated or agreed by us in writing.

International shipping applies only to orders where the final delivery address is outside South Africa. Customers placing orders for delivery outside South Africa must select the correct international market, region or delivery country on the website.

Delivery times for international orders may vary depending on the destination country, customs processing, import procedures, local courier handover, and any delays outside of our control. Any delivery estimate provided on our website, on a product page, at checkout, or by DHL is an estimate only and is not guaranteed.

Once an order has been dispatched, the customer will be provided with tracking details where available.

5. SHIPPING COSTS AND REGIONAL PRICING

Shipping costs may be included in the product price or displayed separately at checkout, depending on the customer’s selected market, region or delivery country.

Customers are required to select the correct market, region or delivery country when placing an order. Product pricing, shipping costs, duties, taxes, delivery availability and delivery options may differ between regions.

If an order is placed using an incorrect market or region, and the pricing shown at checkout does not accurately reflect the actual delivery destination, we reserve the right to request payment of the difference before the order is processed or dispatched. If the customer does not agree to pay the additional amount, we may cancel the order and issue a refund in accordance with our Refund Policy and applicable law.

6. DUTIES, TAXES AND OTHER CHARGES

International orders may be subject to import duties, customs charges, taxes, clearance fees, brokerage fees or other charges imposed by the destination country or by the courier.

Unless expressly stated otherwise at checkout, such duties, taxes and import charges are not included in the product price and are the responsibility of the customer. These charges are determined by the customs authorities or relevant authorities in the destination country and are outside of our control.

Soveren is not responsible for delays caused by customs clearance, unpaid duties or taxes, incorrect import information provided by the customer, or any refusal by the customer to pay applicable import charges.

7. DELIVERY ADDRESS AND CUSTOMER INFORMATION

The customer is responsible for providing a complete, accurate and deliverable shipping address, together with accurate contact details, including an email address and phone number.

Soveren will not be liable for delays, failed deliveries, additional courier charges, returned shipments, customs issues or losses arising from incorrect, incomplete or outdated information supplied by the customer.

If an order is returned to us because the customer provided incorrect delivery details, failed to respond to the courier, refused delivery, or failed to pay required duties or import charges, we may require the customer to pay any additional shipping, return, re-delivery, customs or administrative costs before the order is re-dispatched.

8. DELAYS AND SYSTEM ISSUES

If we become aware of a system issue, payment issue, stock issue, courier issue, pricing issue or other problem that may delay the processing or dispatch of an order, we will make reasonable efforts to contact the customer by email and/or phone using the contact details provided at checkout.

Soveren shall not be liable for delays caused by system errors, incorrect information supplied by the customer, courier delays, customs delays, public holidays, payment processing issues, unavailable products, force majeure events, or any circumstances outside of our reasonable control.

9. ORDER CANCELLATIONS BEFORE DISPATCH

Customers may request cancellation of an order by contacting us as soon as possible after placing the order.

If the cancellation request is received and processed before the order has been dispatched, we may cancel the order and issue a refund in accordance with our Refund Policy and applicable law.

Because we aim to dispatch orders within 1 to 2 business days, we cannot guarantee that a cancellation request will be received or processed before dispatch.

10. CANCELLATIONS AFTER DISPATCH AND RETURNS

Once an order has been dispatched, the order can no longer be cancelled before delivery. The customer may, where applicable, request a return after receiving the goods in accordance with our Refund Policy and applicable law.

Unless the product is defective, damaged, incorrectly supplied, or otherwise required by applicable law, the customer will be responsible for the direct cost of returning the goods to us.

Where an order has already been dispatched and the customer refuses delivery, fails to accept delivery, fails to pay applicable import charges, or requests cancellation after dispatch, we may treat the order as a return. Any refund may be subject to the return of the product to us in its original condition, and we may deduct or recover any direct return shipping costs, courier charges, customs charges, duties, taxes or other non-recoverable costs incurred by us, to the extent permitted by applicable law.

Certain goods may not qualify for cancellation, return or refund where they are made to the customer’s specifications, clearly personalised, specially ordered, or otherwise excluded under applicable law.

11. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product is delivered damaged, defective or incorrect, the customer must contact us as soon as reasonably possible at info@soveren.co.za, and provide the order number, a description of the issue, and supporting photographs where applicable.

We may require inspection of the product and packaging before approving a replacement, repair, refund or return. Customers must not dispose of the product or packaging before we have had a reasonable opportunity to assess the issue.

12. LOST OR MISSING SHIPMENTS

If tracking indicates that an order has been delivered, but the customer has not received it, the customer must contact us promptly so that we can assist with a courier investigation where possible.

Soveren is not responsible for theft, loss or damage after confirmed delivery to the address provided by the customer, unless required by applicable law.

13. FORCE MAJEURE

Soveren shall not be liable for any delay, failure to dispatch, failure to deliver, or failure to perform any obligation caused by events beyond our reasonable control. This includes, but is not limited to, natural disasters, extreme weather, fire, flood, war, civil unrest, strikes, labour disputes, port delays, customs delays, courier disruptions, transport interruptions, pandemics, epidemics, government actions, changes in law, power failures, internet or system outages, payment provider issues, supplier delays, or any other event beyond our reasonable control.

Where a force majeure event affects an order, we will make reasonable efforts to notify the customer and fulfil the order as soon as reasonably possible.

14. CONTACT INFORMATION

Questions about shipping, delivery or order status can be sent to:

Soveren Engineering and Manufacturing
Email: info@soveren.co.za
Phone: 0798747721