Shipping, Returns & Refunds

Shipping

Orders are delivered by door-to-door courier within South Africa. The delivery charge available for your address is shown at checkout; we do not rely on a fixed rate published on this page.

Our target is to dispatch stocked standard products within 2 working days after an order is confirmed. Estimated delivery is normally 2–7 working days after dispatch, depending on the destination and courier capacity. These timeframes are estimates rather than guarantees.

Custom and made-to-order products follow the lead time confirmed in the accepted quote.

Delivery details

Please provide a complete street address and a daytime contact number. Contact us promptly if you notice an address error. Courier delays outside our reasonable control may extend delivery.

Damaged or incorrect deliveries

Inspect your parcel as soon as possible. If an item arrives damaged, defective or incorrect, email info@braaiguys.com with your order number and clear photographs so that we can assess the issue and arrange the appropriate remedy.

Returns and refunds

Contact info@braaiguys.com before returning any item and include your order number and reason for the return.

Unused standard products

We accept requests to return unused standard products within 30 days of delivery. The item must be in its original condition and packaging. Once inspected and approved, the applicable refund is processed to the original payment method. Delivery and return costs may be deducted where permitted by law and where the product is not defective or incorrect.

Damaged, defective or incorrect products

If a product is damaged in transit, defective or not what you ordered, notify us promptly with photographs. We will assess the item and provide an appropriate repair, replacement or refund. Nothing in this policy limits rights that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 or other applicable South African law.

Custom and made-to-order products

Because custom products are manufactured to agreed measurements and specifications, they cannot normally be returned for a change of mind. This does not affect remedies for a product that is defective, damaged, incorrectly made or otherwise covered by applicable law.

Return address

Do not send a parcel until the return has been authorised. Approved returns are sent to BraaiGuys.com, Unit G3, Delmeer Factory Park, Meubel Street, Industrial Zone, Knysna, Western Cape, 6570, South Africa, or collected where arranged.