Delivery Policy ,Returns & Refund Policy
Metro Home Centre Menlyn – DELIVERY POLICY
- Where We Deliver
Metro Home Centre Menlyn delivers nationwide to any residential or business address within South Africa (excluding PO Boxes).
When placing your order, you must disclose all delivery limitations and access conditions at your address.
This includes whether your property is a Security Estate, Free-Standing House, or Apartment, as well as any special access details such as truck size restrictions, stairs, lifts, door removals, gate access, or other limitations.
Failure to disclose these limitations may result in additional charges.
- Delivery Costs
Delivery fees are calculated based on product size, weight, and delivery location. Delivery location is verified by the area code entered at checkout, so please ensure that your area code is correct when submitting your address.
An estimated delivery cost will appear during checkout; however, this is not final.
If your delivery address has any restrictions or requires special handling, additional charges may apply. These may include, but are not limited to:
- Truck size limitations in Estates or Complexes (e.g., large trucks over 5 tons not permitted)
- Stair carry or lift-access limitations
- Door removals and reinstalls
- Security gate access arrangements
- Any additional handling, manpower, or coordination needed
Because certain limitations are only identified upon arrival, extra charges may be applied after delivery if the buyer failed to disclose these limitations during checkout.
- Delivery Cost Disclaimer
The delivery cost displayed at checkout is an estimate only.
The final delivery fee may differ based on:
- Your exact location
- The carrier assigned to your area
- The size and weight of your items
- Any limitations or access issues (disclosed or undisclosed)
Metro Home Centre Menlyn will communicate any known adjustments as soon as they become apparent, but if the courier discovers limitations during delivery that were not disclosed, additional charges will be billed after delivery.
- Receiving Your Delivery
Ensure that you or an authorised representative is available to accept your delivery.
The person receiving the goods must sign the delivery note to confirm receipt.
Please make sure that the access route to your premises accommodates your disclosed limitations (e.g., security gate clearance, approved truck size, stair or lift access, door clearance, etc.).
If nobody is available at the specified delivery address, the driver will return the items. Redelivery will then need to be arranged, and additional fees may apply.
Metro Home Centre Menlyn liability for late delivery is limited to re-delivery at a new agreed time at no extra cost when the delay is caused by us.
- Arranging a Specific Delivery Date
You may request a specific delivery date by contacting us at:
📧 info@metromenlyn.co.za
📞 (+27) 12 369 9999
When requesting a scheduled delivery, please restate all delivery limitations or special instructions you provided at checkout so our delivery team is prepared.
- Damaged or Incorrect Items Upon Delivery
Before signing the delivery note, please inspect the item—especially where special handling or tight access was required.
If: you may refuse delivery.
- the outer packaging is damaged,
- the wrong item was sent, or
- the item appears unsafe, you may refuse delivery.
Once the delivery note is signed, the item is considered received in good condition.
If you refuse delivery for a valid reason, the correct product will be resent at no extra cost.
For assistance, contact:
📧 info@metromenlyn.co.za
📞 (+27) 12 369 9999
- General Terms
- Orders may be fulfilled directly by
Metro Home Centre Menlyn - Weekend deliveries (Saturday/Sunday) &
(Public Holidays) may incur additional charges - We reserve the right to limit quantities on promotional products.
- All prices include VAT.
- Delivery times may vary based on stock availability and your delivery location.
- Important Customer Responsibility Notice
To ensure smooth delivery and avoid additional costs, customers must:
- Clearly state if the delivery is going to a Security Estate, Complex, Free-Standing House, or Apartment
- Declare ALL delivery limitations upfront (truck size limitations, stairs, lifts, door removals, access gates, construction obstructions, etc.)
- Understand that undisclosed limitations can cause delays and will result in additional charges applied after delivery
Returns & Refund Policy
If you are not happy with your purchase, we will accept a return of an unused product within 30 days, provided that the product has not been used and that you have the original receipt of the purchase. Once we receive the returned item Metro Menlyn will then give a full refund (excluding shipping as we are unable to refund the initial shipping cost of your order).
Please allow 1-2 weeks for your return to be processed.
Discounted items are not eligible for a return, for those you may receive store credit if you met the initial conditions for the return and refund policy mentioned previously.
Metro Menlyn will not issue refunds for products purchased through other entities, such as distributors or retail partners.
Returned items must be delivered to us unused, in original packaging and in the condition, it was received or may not be eligible for refund or be subject to a restocking fee. We cannot be held responsible for items damaged or lost in return shipment; therefore, we recommend an insured and trackable mail service.
We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.
We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected on return.