Delivery Policy

This Delivery Policy applies to all orders placed via our website https://bioneura.co.za. By placing an order, you agree to this policy.

Order Processing

  • We endeavour to process and dispatch all orders within 5–10 business working days from the date your payment is confirmed.

  • Orders placed on weekends or public holidays will be processed on the next business working day.

  • If we are unable to process your order within the stated timeframe (for example due to stock issues or courier delays), we will notify you via email or SMS with a revised delivery estimate.

Delivery Regions & Carriers

  • We deliver to addresses within South Africa.

  • Delivery is conducted by our appointed courier partners or other reliable national couriers).

  • Once your order is dispatched, you will receive a shipping notification (email and/or SMS) with tracking details (if available) so you can monitor the delivery status.

Delivery Timeframes

  • Standard delivery: Estimated 5–10 business working days from dispatch date for most metropolitan areas.

  • Remote or rural areas may experience longer delivery times because of courier coverage limitations.

  • Please note that the above timeframes are estimates only and are subject to courier availability, public holidays, extreme weather, or other unforeseeable delays.

Shipment Tracking & Notifications

  • After your order is dispatched, you will receive a confirmation email (or SMS) containing:

    • Your order number

    • Courier name

    • Tracking number (if provided)

    • Estimated delivery date

  • We recommend keeping your tracking number handy and checking the courier’s website for real-time updates.

Delivery Location & Signature

  • Please ensure that the delivery address you provide is accurate and complete (including unit number, street name, suburb, and postal code).

  • Where required, a signature may be requested on delivery. If nobody is available to sign or accept the parcel and the courier cannot leave it securely, the parcel may be held for collection at a local depot or returned to sender. Any additional costs may be passed to you.

Non-Delivery, Lost or Damaged Goods

  • If your parcel is lost in transit or returned to us without delivery, we will coordinate with the courier to trace it or arrange a re-shipment.

  • If the package is delivered but shows signs of damage, please refuse delivery where possible or note the damage with the courier. Then contact us within 24 hours of receipt at contact@bioneura.co.za with photos of the damage so we can assist.

  • If you do not receive your parcel within the estimated timeframe, please contact customer support at @bioneura.co.za We will investigate and keep you informed of progress.

Incorrect Address or Change of Address After Dispatch

  • If you provided an incorrect address or wish to change the delivery address after dispatch, please contact us as soon as possible.

  • Additional fees may apply for re-delivery or redirects caused by incorrect or incomplete address details.

  • If the parcel is returned to us due to an incorrect address, we will notify you and arrange for reshipment once the correct details and any additional charges are settled.

Failed Delivery Attempts & Returns to Sender

  • If the courier attempts delivery and is unable to access the property (for example locked gate, no permitted access) they may attempt delivery again or redirect the parcel to a local collection point.

  • If the parcel is returned to us due to failed delivery attempts, we will inform you and you may be required to cover the cost of reshipping or to collect the parcel in person.

 Cancellation & Change of Order Before Dispatch

  • If you wish to cancel or change your order, please contact us immediately at contact@bioneura.co.za

  • If the order has not yet been dispatched, we will endeavour to accommodate your request. Once the order is in transit we may be unable to cancel or change it.

 Force Majeure / Delays Beyond Control

  • We will not be liable for any delays in delivery caused by events beyond our reasonable control (e.g., extreme weather, courier strikes, public holidays, pandemics, customs clearance where applicable).

  • In such cases, we will keep you updated of the situation and provide the new estimated timeframe.