Section 01

About this policy

This Shipping Policy applies to products ordered directly from the Lumetriq Shopify online store.

In this policy, “Lumetriq”, “we”, “our” and “us” refer to LUMETRIQ, registration number 2026 / 414761 / 07.

“Customer”, “consumer”, “you” and “your” refer to the person who places, pays for or receives an order.

Section 02

Delivery area

Lumetriq delivers to supported residential and business addresses throughout the Republic of South Africa.

Delivery availability may depend on:

• The province, city, town or suburb;
• Courier service coverage;
• Road accessibility and local delivery restrictions;
• The size, weight or nature of the product; and
• Whether a secure physical delivery address has been supplied.

If checkout accepts an address that later proves to be outside the available courier service area, we will contact the customer to arrange an alternative delivery method, suitable collection point or refund.

Section 03

Order processing

Orders are processed after payment has been successfully confirmed and any reasonable security or address verification has been completed.

Processing may include:

• Payment confirmation;
• Fraud and security screening;
• Address verification;
• Product availability confirmation;
• Quality control and packaging; and
• Courier booking and dispatch preparation.

Orders placed after business hours, on weekends or on South African public holidays will normally begin processing on the next business day.

Section 04

Estimated delivery period

Lumetriq’s estimated standard delivery period is:

Delivery periods are calculated in business days and generally exclude:

• Saturdays and Sundays;
• South African public holidays;
• Days on which courier services are unavailable;
• Delays caused by incomplete customer information; and
• Any additional processing period disclosed before checkout.

Where the product page, checkout or order confirmation provides a specific delivery period, that disclosed period forms part of the delivery agreement.

Section 05

The 30-day online order requirement

Unless Lumetriq and the customer agree to a different delivery or performance period, an online order must be executed within 30 days after Lumetriq receives the order.

The customer agrees to a different period where a longer or product-specific delivery estimate is clearly displayed and accepted before the order is completed.

If Lumetriq fails to execute the order within 30 days, or within the alternative agreed period, the customer may exercise the cancellation rights available under the Electronic Communications and Transactions Act, including cancellation after the required written notice.

Section 06

How delivery works

1. Order received

   Lumetriq receives the order and sends an electronic order acknowledgement.

2. Payment confirmed

   The payment provider confirms successful payment or authorisation.

3. Order processed

   The products are verified, prepared and packaged for delivery.

4. Courier booked

   The parcel is assigned to a courier or delivery service.

5. Tracking supplied

   Tracking information is sent where the courier provides a tracking service.

6. Delivery completed

   The order is delivered to the customer, an authorised recipient or the agreed delivery location.

Section 07

Shipping fees

The applicable delivery charge, if any, will be displayed during checkout before payment is completed.

Delivery fees may vary according to:

• The delivery location;
• Parcel size and weight;
• The selected delivery method;
• Remote-area or special-handling requirements; and
• Any valid shipping promotion.

A delivery fee displayed and accepted during checkout forms part of the purchase agreement.

No unexpected mandatory delivery charge will be added after the order has been completed without the customer’s agreement.

Section 08

Shipping promotions

Lumetriq may offer free or discounted delivery promotions from time to time.

A promotion may be subject to:

• A minimum order value;
• Particular products or collections;
• Selected delivery areas;
• A promotional code;
• A limited promotion period; or
• Other conditions clearly displayed before checkout.

If part of an order is cancelled or returned, the remaining order may no longer qualify for a voluntary free-delivery promotion. Any adjustment will be made only where it was clearly disclosed and is legally permitted.

Section 09

Delivery addresses

Customers must provide a complete and accurate physical delivery address.

The delivery information should include:

• Recipient’s full name;
• Street name and number;
• Complex, estate, unit, building or floor details;
• Suburb, town or city and province;
• Correct postal code;
• A working South African contact number; and
• Any access code or reasonable delivery instruction.

Lumetriq is not responsible for a delay caused solely by incorrect, incomplete or outdated delivery information supplied by the customer.

Section 10

Changing an address

Contact Lumetriq immediately if the delivery address must be corrected.

We will attempt to update the address if the order has not yet been dispatched, but an address change cannot be guaranteed once the courier has received the parcel.

Where a courier permits an address change after dispatch:

• Delivery may be delayed;
• Additional verification may be required;
• The courier may charge a reasonable redirection fee; and
• Delivery to a different province or service area may require a new booking.

Any additional cost will be communicated before it is charged, except where the courier has already imposed a reasonable cost caused by incorrect customer-supplied information.

Section 11

PO boxes and parcel lockers

Certain products and courier services require a physical street address and cannot be delivered to a PO box.

Parcel lockers, courier collection points or similar services may be used only where:

• The option is offered at checkout;
• The product fits within the service limits;
• The service operates in the customer’s area; and
• The customer supplies all required collection details.

Section 12

Courier tracking

Where tracking is available, Lumetriq or the courier will send tracking information after dispatch.

Tracking information may take time to become active after the courier label has been generated.

Courier tracking updates are supplied by the delivery provider. A temporary gap in tracking does not necessarily mean that the parcel has been lost.

Customers should contact Lumetriq if:

• Tracking has not updated for an unusually long period;
• The courier marks the parcel as delivered but it cannot be located;
• The estimated delivery period has passed; or
• The tracking information appears incorrect.

Section 13

Delivery attempts

The courier may contact the recipient before or during delivery. A person must be reasonably available to accept the parcel at the supplied address.

If nobody is available, the courier may:

• Attempt delivery again;
• Contact the customer to arrange another time;
• Make the parcel available at an approved collection point; or
• Return the parcel to Lumetriq after the courier’s permitted delivery attempts have been exhausted.

A reasonable re-delivery fee may apply where delivery failed because the customer was repeatedly unavailable, supplied an incorrect address or failed to provide necessary access.

Section 14

Authorised recipients

The customer may authorise another responsible person to accept delivery.

Delivery to the following may be treated as delivery to the customer where it is reasonable in the circumstances:

• A household member;
• An employee or colleague at the delivery address;
• Building reception or security personnel;
• A person expressly authorised by the customer; or
• An approved parcel collection service selected by the customer.

Customers should not instruct a courier to leave a parcel unattended unless they understand and accept the security risk created by that instruction.

Section 15

Risk during delivery

Goods remain at Lumetriq’s risk until the customer, an authorised representative or the agreed recipient has accepted delivery.

Lumetriq will not treat the customer as responsible for loss or damage that occurred while the parcel was still under the control of Lumetriq or its appointed courier.

Risk may pass earlier where the customer independently appoints and controls a courier or collection agent that was not selected or offered by Lumetriq, subject to applicable law.

Section 16

Inspecting delivery

Where reasonably possible, customers should inspect the parcel before accepting delivery.

Customers should check for:

• Severe damage to the outer packaging;
• Signs that the parcel has been opened or resealed;
• Visible liquid, impact or crushing damage;
• An incorrect recipient or delivery label; and
• Obvious evidence that products are missing.

If the parcel appears materially damaged or tampered with, the customer may record the condition, ask the courier to note it, and contact Lumetriq promptly.

Accepting a parcel does not remove rights concerning concealed damage, defects or incorrect goods that could not reasonably be identified at the door.

Section 17

Damaged deliveries

Contact Lumetriq as soon as reasonably possible if an order arrives damaged.

Where possible, provide:

• The order number;
• Photographs of the courier label;
• Photographs of the outer and inner packaging;
• Clear photographs or video of the damaged product; and
• A description of how the parcel was received.

Reporting delivery damage within 48 hours where reasonably possible helps us preserve courier evidence and resolve the matter quickly.

Once confirmed, Lumetriq will provide an appropriate remedy in accordance with applicable law and the Return and Refund Policy.

Section 18

Missing or incorrect products

Contact Lumetriq promptly if:

• An item listed in the order is missing;
• The incorrect product was delivered;
• The incorrect colour, size or variation was supplied;
• The delivered quantity is incorrect; or
• An advertised component or accessory is absent.

Keep the original packaging and supplied items while we investigate.

Where Lumetriq confirms a packing or supply error, we will arrange an appropriate correction, replacement, collection or refund at our cost.

Section 19

Parcels marked as delivered but not received

If courier tracking states that the parcel was delivered but the customer cannot locate it, the customer should:

• Check with household members, reception or security;
• Check any authorised safe location;
• Confirm that the delivery address is correct;
• Review any photograph or proof of delivery; and
• Contact Lumetriq without unnecessary delay.

Lumetriq will ask the courier to investigate and may request a proof of delivery, delivery photograph, driver statement, location information or recipient details.

A parcel will not be treated as properly delivered merely because a tracking system contains an inaccurate delivery scan.

Section 20

Lost parcels

A parcel may be treated as potentially lost where:

• The courier confirms that it cannot be located;
• Tracking has stopped for an unreasonable period;
• The parcel was delivered to an incorrect person or location; or
• The courier investigation confirms that delivery did not occur.

Lumetriq may first complete a reasonable courier investigation.

If the parcel is confirmed lost while it remained at Lumetriq’s risk, Lumetriq will provide an appropriate replacement or refund according to product availability, the customer’s rights and applicable law.

Section 21

Split shipments

Products from the same order may sometimes be dispatched in separate parcels.

Split shipment may occur where:

• Products are stored at different fulfilment locations;
• One product requires special packaging;
• A product becomes available sooner than another;
• Courier size or weight limits apply; or
• Separate dispatch will reduce an avoidable delay.

Where possible, the customer will receive separate tracking information for each parcel.

The customer will not be charged an unexpected additional delivery fee solely because Lumetriq chooses to split an order.

Section 22

Remote and outlying areas

Delivery to remote farms, rural communities, mines, restricted estates, islands or other outlying locations may require additional time or an alternative delivery arrangement.

Depending on courier coverage, Lumetriq may:

• Arrange delivery to the nearest supported town;
• Offer delivery to an approved collection point;
• Request additional access information;
• Offer an alternative courier method; or
• Cancel and refund the order if delivery cannot reasonably be completed.

Any material change to the delivery arrangement or cost will be communicated before proceeding.

Section 23

Delivery delays

Lumetriq will take reasonable steps to deliver within the disclosed or agreed period.

Delays may occasionally be caused by:

• Severe weather or natural events;
• Courier network disruption;
• Road closures or transport delays;
• Strikes, civil unrest or public emergencies;
• Power, telecommunications or system failures;
• Peak trading periods;
• Security incidents;
• Government restrictions; or
• Other circumstances beyond reasonable control.

Where a material delay becomes known, Lumetriq will notify the customer as soon as reasonably possible and provide an updated estimate or available legal remedy.

Section 24

Cancellation because of late delivery

Where Lumetriq has not executed an online order within 30 days, or within another period agreed with the customer, the customer may send the written notice required by the Electronic Communications and Transactions Act.

If the order remains unfulfilled after the applicable notice period, the customer may cancel the agreement as permitted by law.

A cancellation notice may be sent to:

• Email: lumetriqonline@gmail.com
• WhatsApp: 069 470 7313

The customer should include their name, order number and a clear statement that they are providing notice concerning the delayed order.

Section 25

Unavailable products

If Lumetriq cannot fulfil an order because the ordered goods are unavailable, we will notify the customer without unnecessary delay.

Depending on the circumstances, the customer may be offered:

• A suitable replacement for approval;
• A later delivery date;
• Store credit where the customer freely chooses it; or
• A refund.

Lumetriq will not force a customer to accept store credit or a substitute product instead of a refund where the customer is legally entitled to a refund.

Where a refund is required because the goods are unavailable, it will be processed within the period required by applicable law.

Section 26

Unclaimed and returned parcels

A parcel may be returned to Lumetriq where:

• The delivery address is incorrect or incomplete;
• The recipient cannot be contacted;
• Delivery access is repeatedly refused or unavailable;
• The customer does not collect the parcel in time;
• The customer refuses delivery without providing a valid reason; or
• The courier exhausts its reasonable delivery attempts.

Once the parcel is returned, Lumetriq will contact the customer to arrange re-delivery, collection or another appropriate outcome.

A reasonable re-delivery cost may be charged where the failed delivery was caused by incorrect customer information, non-collection or repeated customer unavailability.

No re-delivery charge will apply where the parcel was returned because of Lumetriq’s error or a courier failure outside the customer’s control.

Section 27

Refused deliveries

A customer may refuse delivery where the parcel or goods are materially inconsistent with the order, damaged, incorrect or otherwise rejectable under applicable law.

Where delivery is refused, the customer should:

• Tell the courier why the parcel is being refused;
• Ask the courier to record the reason;
• Photograph visible damage where safely possible; and
• Contact Lumetriq promptly.

An unjustified refusal may be treated as a failed delivery and reasonable return or re-delivery costs may apply.

Section 28

Cancelling before dispatch

Contact Lumetriq immediately if an order must be cancelled before dispatch.

We will attempt to stop processing or courier collection, but cancellation before dispatch cannot be guaranteed once the parcel has entered the fulfilment process.

Where cancellation is successfully completed before dispatch, Lumetriq will process the applicable refund.

If dispatch has already occurred, the order may need to be handled as a return under the Return and Refund Policy and applicable cooling-off rights.

Section 29

Returns are handled separately

This Shipping Policy governs delivery of the original order. Product returns, repairs, exchanges and refunds are governed by the Lumetriq Return and Refund Policy.

View the complete policy here:

Lumetriq Return and Refund Policy

Section 30

Personal information and couriers

Lumetriq may provide delivery partners with the personal information reasonably required to fulfil the order.

This may include:

• Recipient name;
• Delivery address;
• Contact number;
• Email address;
• Parcel or order reference; and
• Necessary delivery instructions.

This information is shared for delivery, tracking, security, customer support and legal record-keeping purposes.

Personal information is handled in accordance with Lumetriq’s Privacy Policy and applicable South African data-protection law.

Section 31

Customer support and complaints

Customers should contact Lumetriq first regarding a delayed, damaged, missing or incorrect delivery.

Please include:

• Your full name;
• Order number;
• Delivery address;
• A description of the problem;
• Relevant tracking information; and
• Supporting photographs where applicable.

Contact Lumetriq through:

• Email: lumetriqonline@gmail.com
• WhatsApp: 069 470 7313

If a complaint cannot be resolved directly, the customer may use any consumer complaint, ombud, tribunal, regulatory or court process available under South African law.

Section 32

Company information

• Registered company name: LUMETRIQ
• Company registration number: 2026 / 414761 / 07
• Email address: lumetriqonline@gmail.com
• WhatsApp number: 069 470 7313
• Physical business address: Available upon request
• Return address: Supplied after return authorisation for security and parcel-management purposes.

Section 33

Changes to this policy

Lumetriq may update this Shipping Policy to reflect operational, courier, legal or regulatory changes.

Updated versions will be published on the website with a revised “last updated” date.

A later policy change will not retrospectively remove a consumer right that has already arisen or unfairly alter an order that has already been accepted.

The delivery terms accepted when the order was placed will ordinarily continue to apply to that order, except where a later legal requirement gives the customer greater protection.