Last updated: 19 July 2026
This policy explains how supply-only online orders are dispatched, delivered, collected and returned. It does not limit any non-excludable right under South African law.
Dispatch
- In-stock products are normally prepared within 1-3 business days after payment clears.
- Orders may be dispatched by APEX Customs or directly by an authorized South African supplier.
- Backorder, imported and supplier-transfer products may need additional time. We will communicate a known delay before dispatch.
- Orders are shipped only after cleared payment and stock allocation.
- Tracking is sent when the courier booking is complete.
Delivery charges and free delivery
Orders of R5,000 or more qualify for free nationwide delivery when the free-delivery method is available at checkout. For orders below that threshold, the currently available delivery or collection options are displayed before the order is placed.
Products in one order may be dispatched in more than one parcel when they are supplied from different locations. This does not change the checkout total unless a change is agreed with the customer before dispatch.
Delivery
Delivery times are estimates and can be affected by the destination, courier network, weather, public holidays or circumstances outside our reasonable control. Check the parcel and outer packaging when it arrives.
Please report visible transit damage, a missing parcel item or an incorrect product as soon as reasonably possible. A report within 48 hours helps us preserve courier evidence, but a delayed report does not remove a statutory right.
Collection
Collection from APEX Customs is available only when shown at checkout. Wait for the ready-for-collection email before travelling to the store. Bring the order number and suitable proof of identity or written collection authority.
Change-of-mind returns
Where the Electronic Communications and Transactions Act cooling-off right applies, an eligible online goods purchase may be cancelled within seven days after receipt. The buyer may be responsible for the direct cost of returning a change-of-mind item.
The product should be unused, undamaged, safely packed and returned with all supplied accessories, parts, manuals and original packaging. Contact us before sending anything so that we can issue a return reference and the correct return address.
Incorrect, damaged or defective products
If APEX Customs sent the wrong SKU, the listing materially misdescribed the item, or it arrived damaged or defective, email the Order ID, SKU and clear photographs where relevant. We will assess collection, replacement, repair or refund options in line with applicable consumer law and the manufacturer or distributor process.
Special-order and customized goods
Goods sourced or made to a buyer’s specific instruction may have restricted change-of-mind cancellation rights where permitted by law. This does not remove rights relating to goods that are defective, incorrectly supplied or materially misdescribed.
Refund timing
Approved refunds are returned through the original payment route where practical. Statutory cooling-off refunds are processed within the period required by applicable law after cancellation and return requirements are met. Bank and payment-provider posting times are outside our control.
Start a return or delivery query
Email info@apexcustoms.store with the Order ID, exact product SKU, reason for the request and photographs of damage, packaging or a serial number where relevant.