Delivery Policy

This Delivery Policy applies to furniture and related Products purchased from Payne Prime.

Payne Prime operates and delivers within South Africa only.

Depending on the order value, delivery location, Product size, and Product weight, orders may be delivered by:

• Payne Prime using our own delivery vehicle; or
• The Courier Guy as our external courier service provider.

This policy must be read together with our:

• Terms and Conditions;
• Refund & Return Policy; and
• Privacy Policy.

By placing an order requiring delivery, you agree to provide accurate delivery information and comply with the reasonable delivery requirements described in this policy.

Payne Prime delivers directly to eligible residential and business addresses throughout South Africa.

Delivery availability may depend on:

• The province, town, or suburb;
• The distance from our premises or dispatch point;
• The size, weight, and quantity of Products ordered;
• The availability of a suitable delivery vehicle;
• Road and property accessibility;
• Whether the address is in a main centre, regional area, remote area, farm, or high-risk area; and
• Whether The Courier Guy provides a suitable service to the address.

Remote or difficult-to-access locations may require a special delivery quotation or an alternative delivery arrangement.

Payne Prime does not currently deliver Products outside South Africa.

Delivery costs depend on the order value and delivery location.

Gauteng Orders Over R10,000

Orders with a Product value of more than R10,000 qualify for free standard delivery within eligible areas of Gauteng.

These deliveries will ordinarily be completed by Payne Prime using our own delivery vehicle.

Free delivery:

• Applies to one standard delivery attempt;
• Applies only to eligible addresses within Gauteng;
• Does not include assembly or installation unless expressly confirmed;
• Does not include special lifting equipment or additional labour; and
• May exclude remote, restricted, unsafe, or unusually difficult-to-access locations.

If special delivery arrangements are required, Payne Prime will communicate any additional cost before delivery is confirmed.

Gauteng Orders Below R10,000

Orders with a Product value below R10,000 will ordinarily be delivered by The Courier Guy.

The customer will be charged according to the delivery quotation received from The Courier Guy. The quotation may depend on:

• The collection and delivery addresses;
• The Product’s actual or volumetric weight;
• The Product’s dimensions;
• The number of packages;
• The selected courier service; and
• Any applicable regional, remote-area, weekend, or special-handling surcharge.

Orders Outside Gauteng

Orders delivered outside Gauteng will ordinarily be sent through The Courier Guy and charged according to The Courier Guy’s quotation.

The Gauteng free-delivery offer does not apply to deliveries outside Gauteng, regardless of the order value, unless Payne Prime confirms a separate promotion or arrangement in writing.

The applicable delivery charge will be displayed during checkout, included in your quotation, or communicated before your order is dispatched.

The following estimates apply to standard shipping after an order has been dispatched:

• Gauteng: Courier deliveries can generally be expected within 1–3 working days. Delivery of qualifying orders using Payne Prime’s own vehicle will be scheduled directly with the customer.
• Limpopo: 1–5 working days.
• Mpumalanga: 1–5 working days.
• KwaZulu-Natal: 1–5 working days.
• North West: 2–4 working days.
• Free State: 2–4 working days.
• Northern Cape: 2–5 working days.
• Western Cape: 2–5 working days.
• Eastern Cape: 2–5 working days.

These are estimated transit times for standard shipping and are not guaranteed delivery dates.

Working days exclude weekends and South African public holidays.

Delivery estimates begin after:

• The order has been accepted;
• Full payment has cleared and been verified;
• The Products are available and ready for dispatch; and
• The order has been collected by the courier or dispatched by Payne Prime.

Product sourcing, manufacturing, preparation, and order-processing times are separate from courier transit times.

Delivery estimates may vary depending on:

• Whether the address is in a main centre or outlying area;
• Product availability;
• Manufacturing or supplier lead times;
• The size and weight of the consignment;
• The courier service selected;
• Road, traffic, or weather conditions;
• High-risk or restricted delivery areas;
• Courier capacity or operational disruptions;
• Weekends and public holidays;
• Incorrect delivery information; and
• Events outside the reasonable control of Payne Prime or The Courier Guy.

Payne Prime will make reasonable efforts to meet the estimated delivery timeframe, but delivery dates are not guaranteed unless expressly agreed in writing.

The Courier Guy may provide an updated estimated date while the order is in transit.

Orders are processed for delivery after:

• The order has been accepted;
• Full payment has been received and verified;
• The Products have been confirmed as available;
• The delivery address has been confirmed; and
• Any applicable delivery charge has been paid.

Products will not ordinarily be released or dispatched until full payment has cleared.

Electronic fund transfers may require additional time to verify. Orders placed on weekends or public holidays may only be processed on the following working day.

Once the order has been dispatched, changing the delivery address may not be possible and may result in an additional delivery charge or delay.

Custom-made and special-order Products may require additional manufacturing, sourcing, or preparation time.

The estimated lead time will be communicated when your order is placed or after the manufacturer or supplier confirms it.

The delivery estimates in this policy only begin once the custom-made or special-order Product is complete, available, and dispatched.

Lead times begin after:

• The Product specifications have been approved;
• Any required deposit or full payment has been received; and
• Payne Prime confirms that production or procurement can begin.

Manufacturing and supplier lead times are estimates and may be affected by material availability, production schedules, transport disruptions, or other circumstances outside our reasonable control.

We will communicate material delays and provide an updated estimate where reasonably possible.

Payne Prime or The Courier Guy may contact you to arrange or confirm delivery.

You must provide:

• An accurate physical delivery address;
• A valid South African telephone number;
• A working email address;
• The name of the person authorised to receive the order;
• Any estate, complex, office, or building access requirements;
• Information about stairs, lifts, narrow passages, or restricted access; and
• Any other information reasonably required to complete delivery safely.

You must notify Payne Prime as soon as possible if any delivery information changes.

The Courier Guy may be unable to change a delivery address after a shipment has been booked or collected. Address changes may require a new quotation, additional payment, or a new delivery booking.

When an order is delivered by The Courier Guy, tracking information may be sent to you by email, SMS, WhatsApp, or another available communication method.

A waybill or tracking number may be used to monitor the shipment through The Courier Guy’s online tracking service.

Courier tracking information may include:

• Collection confirmation;
• Movement between courier depots;
• Estimated delivery updates;
• Delivery exceptions or delays;
• Notification that the order is out for delivery; and
• Confirmation of delivery.

Tracking updates are generated by The Courier Guy and may not always appear immediately.

If you have not received tracking information after your order has been dispatched, contact Payne Prime for assistance.

The Courier Guy or another authorised delivery provider may classify certain locations as:

• High-risk areas;
• Danger zones;
• Remote or outlying areas;
• Restricted-access locations; or
• Areas requiring an additional surcharge.

This may result in:

• A longer delivery timeframe;
• An additional delivery charge;
• Delivery to an agreed alternative address;
• Collection from a courier depot, kiosk, point, or other safe location; or
• Delivery being temporarily postponed until it can be completed safely.

Payne Prime or the courier will communicate the available alternative arrangements where reasonably possible.

No delivery team will be required to enter a location that is reasonably considered unsafe.

Before placing your order, you are responsible for checking that the Product can be safely delivered into the intended location.

Please measure:

• Doorways and entrances;
• Passages and hallways;
• Staircases and landings;
• Lifts and lift entrances;
• Gates and security entrances; and
• The room or area where the Product will be placed.

You must ensure that:

• The delivery route is clear of obstacles;
• Suitable parking or loading access is available;
• Any required building or estate permission has been arranged;
• The premises are safe for the delivery team; and
• Children and pets are kept away from the delivery route.

Payne Prime is not responsible if a Product cannot fit through an access point where the confirmed Product measurements were materially accurate and the access limitation was not disclosed.

The delivery team may refuse to move a Product through an area where doing so could reasonably cause injury or damage.

If delivery is made to a flat, apartment building, office, estate, or security complex, you are responsible for arranging all required access before the delivery team arrives.

This may include:

• Informing building management or security;
• Booking a loading bay or service lift;
• Obtaining entry permits;
• Confirming delivery-hour restrictions; and
• Protecting communal floors, walls, lifts, or passages where required.

Please inform Payne Prime before delivery if Products must be carried up stairs or if no suitable lift is available.

Additional charges may apply where additional staff, time, equipment, or handling are required. Known additional charges will be communicated before delivery where reasonably possible.

You or an authorised adult must be available at the delivery address to receive the order.

The person receiving the order may be required to:

• Provide their name or reasonable confirmation of identity;
• Check the number of Products delivered;
• Inspect the Products and packaging for visible damage;
• Record any visible issues on the delivery note; and
• Sign the delivery note or electronic proof of delivery.

Delivery to an adult present at the address and reasonably appearing authorised to receive the order may be treated as delivery to you.

If someone else will receive the order, provide that person with the order details and inspection instructions.

Please inspect your Products when they are delivered and, where reasonably possible, before signing the delivery note.

Check that:

• The correct Products and quantities have been delivered;
• There is no visible damage;
• The packaging is not materially damaged;
• All clearly identifiable components are present; and
• Any visible issue is recorded on the delivery note.

If a Product is visibly damaged, incorrect, or incomplete:

• Record the issue on the delivery note;
• Take photographs of the Product and packaging;
• Where appropriate, refuse the affected Product; and
• Contact Payne Prime as soon as reasonably possible.

Signing a delivery note or failing to identify a hidden defect immediately does not remove any statutory rights you may have.

Returns, replacements, and refunds are handled according to our Refund & Return Policy.

A delivery may be treated as unsuccessful if:

• No authorised person is available to receive the order;
• The address or contact details are incorrect;
• The customer cannot be contacted;
• Security or building management refuses access;
• The Product cannot safely pass through the available access points;
• The premises or delivery route is unsafe; or
• The delivery cannot be completed because relevant access information was not disclosed.

If delivery fails for a reason within the customer’s control, Payne Prime may charge a reasonable redelivery or storage fee.

Where The Courier Guy is used, the redelivery charge will be based on the quotation or fee charged by The Courier Guy.

The applicable charge must be paid before another delivery is arranged.

No redelivery fee will apply where delivery failed solely because of Payne Prime or its authorised delivery provider.

Payne Prime will make reasonable efforts to deliver within the estimated or agreed timeframe.

If a material delay occurs, we will make reasonable efforts to:

• Notify you of the delay;
• Provide available tracking information;
• Request an update from The Courier Guy, where applicable; and
• Provide a revised delivery estimate.

Payne Prime is not responsible for losses caused solely by a delay outside our reasonable control, except where liability cannot legally be excluded.

Where an online order is not fulfilled within 30 days, or within another period agreed with you, your cancellation rights under the Electronic Communications and Transactions Act may apply.

If Payne Prime cannot fulfil an order because a Product is unavailable, we will notify you as soon as reasonably possible.

You may choose, where available:

• To wait for the Product to become available;
• To select a suitable alternative Product; or
• To cancel the unavailable Product and receive a refund.

Payne Prime will not substitute a Product without your agreement.

Any refund relating to an unavailable Product will be handled according to our Refund & Return Policy and applicable law.

If you wish to cancel an order, contact Payne Prime as soon as possible.

An order may generally be cancelled before it has been dispatched, subject to our Terms and Conditions and Refund & Return Policy.

If the Product has already been dispatched:

• The shipment may not be capable of being stopped immediately;
• The Product may first need to be returned to Payne Prime;
• You may be responsible for the delivery and return costs where legally permitted; and
• Any reasonable cancellation charge will be determined according to the circumstances and applicable law.

A fixed cancellation fee will not automatically apply to every order.

If Payne Prime cancels an order because we cannot supply the Product, no cancellation fee will be charged and the relevant payment will be refunded.

If you need assistance with a delivery, delivery quotation, tracking number, or delivery issue, contact us:

Payne Prime

Address: Unit 9, Value City, 167 Republic Road, Fontainebleau, Randburg, 2194

Telephone: +27 69 117 0832

Email: sales@payneprime.co.za

Website: https://payneprime.co.za/

Operating hours: Monday to Friday, 9:00 AM to 4:30 PM

Last updated: 4 August 2026