Terms and Conditions
HeldeReef Terms and Conditions
Returns Policy
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Livestock (Plants and Aquatic Animals): We do not accept returns on any livestock, including plants and aquatic animals.
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Non-Livestock Items: Customers may return non-livestock items within 7 days of purchase. If the item is found to be in working condition, the customer is responsible for all shipping costs. For faulty items, we offer a full refund or replacement, with HeldeReef covering the shipping expenses.
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Returns After 7 Days: Returns made after 7 days are subject to a 10% handling fee, and the customer remains responsible for shipping costs.
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Warranty Claims: Items under warranty will be collected from the customer or can be returned to HeldeReef and sent directly to the suppliers. If the item is found to be in working condition, the customer will bear all shipping fees. If the item is faulty, a replacement unit will be provided.
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Product Satisfaction: We do not accept returns on products due to customer preference after 7 days from the date of purchase.
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Order Cancellation: HeldeReef reserves the right to cancel any order and issue a refund to the customer at our discretion.
Payment Options
By placing an order with HeldeReef, you agree to the following payment methods:
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Electronic Funds Transfer (EFT)
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Cash or Card on Collection
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Payment options provided at checkout
Shipping Policy
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Livestock and Plants: Shipments are made Monday through Wednesday to prevent livestock from remaining in the courier’s warehouse over the weekend.
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Non-Livestock Items: These items can be shipped Monday through Friday.
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Courier Operations: Please note that couriers operate Monday through Friday and do not deliver on weekends.
Shipping Charges
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The Courier Guy: Shipping fees range from R120 to R500, depending on the order. Any additional shipping charges will be communicated after the order is placed.
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Locker-to-Locker Service: We can ship dry goods such as hardscape materials, soils, gravels, nano tanks, and filtration equipment using the locker-to-locker PUDO service for R80.
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Local Collections (Cape Town): Free of charge.
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Shipping Methods: If a courier option other than overnight or priority shipping is selected for plants, HeldeReef is not liable for any losses that may occur.
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Aquatic Animals: We only ship aquatic animals using express shipping methods.
Additional Shipping Information
If the size and weight of your order exceed the standard box shipping size, extra courier fees will be communicated after the order is placed. Due to the complexity, this cannot be calculated during checkout; the website will only calculate the minimum shipping charge. This is company policy.
Dead on Arrival (DOA) Guarantee
If any livestock arrives deceased, please provide proof (photos or videos) within 2 hours of receiving your package, with the animals still in their original packaging.