Shipping policy

Last Updated: 24 May 2026

Welcome to Zylux Care. This Shipping Policy explains how orders are processed, shipped, and delivered when you purchase from us. By placing an order with Zylux Care, you agree to the terms below.

1. Shipping Provider

Zylux Care uses Aramex South Africa as our primary courier partner for deliveries within South Africa. Delivery services are subject to Aramex operational areas, delivery schedules, and terms of carriage.

2. Processing Times

  • Orders are typically processed within 1–3 business days after payment confirmation.
  • Orders placed on weekends or public holidays may only be processed on the next business day.
  • During high-volume periods, promotions, launches, or unforeseen circumstances, processing times may be extended without prior notice.

Zylux Care reserves the right to delay shipment for fraud prevention, payment verification, stock verification, or address confirmation purposes.

3. Delivery Timeframes

Estimated delivery times are provided as guidelines only and are not guaranteed.

Typical delivery estimates:

  • Main city centres: 1–4 business days
  • Regional or outlying areas: 3–7 business days or longer

Delivery delays may occur due to:

  • Weather conditions
  • Courier operational delays
  • Load shedding
  • Civil unrest
  • Remote delivery locations
  • Customs or security inspections
  • Incorrect customer information
  • Events outside of our reasonable control

Neither Zylux Care nor Aramex shall be liable for delays once an order has been handed over to the courier.

4. Shipping Costs

Shipping fees are calculated at checkout based on:

  • Delivery location
  • Parcel size and weight
  • Courier rates
  • Promotional offers (if applicable)

Zylux Care reserves the right to adjust shipping fees at any time without notice.

5. Delivery Addresses

Customers are responsible for providing complete and accurate delivery information.

We are not responsible for:

  • Incorrect addresses
  • Failed delivery attempts
  • Delays caused by incorrect contact details
  • Orders delivered to incorrectly supplied addresses

If a parcel is returned due to incorrect information supplied by the customer, additional shipping charges may apply before re-delivery.

6. Risk & Ownership

Risk in the products passes to the customer once the parcel has been collected or delivered by the courier to the provided delivery address.

Proof of delivery supplied by the courier shall be considered sufficient evidence that the order was delivered successfully.

7. Failed Deliveries

If delivery cannot be completed due to:

  • Customer unavailability
  • Incorrect address details
  • Refusal to accept delivery
  • Failure to respond to courier communication

the parcel may:

  • be returned to sender,
  • incur storage fees,
  • incur re-delivery charges,
  • or be cancelled at our discretion.

Original shipping fees are non-refundable.

8. Lost, Damaged, or Delayed Parcels

While we work closely with our courier partners, Zylux Care cannot guarantee against loss, theft, or damage during transit.

If your parcel arrives damaged:

  • You must notify us within 48 hours of delivery.
  • Supporting photos of the parcel and products may be required.
  • Claims submitted after this period may not be accepted.

Any investigation or compensation process remains subject to courier policies and procedures.

Zylux Care reserves the right to repair, replace, refund, or reject claims at its sole discretion.

9. Delivery Restrictions

We currently deliver within South Africa only.

We do not deliver to:

  • P.O. Boxes
  • Certain remote or restricted areas
  • Military bases, mines, farms, ports, or other special-access locations unless specifically arranged

Additional fees may apply for special delivery areas.

10. Incorrect or Missing Items

Customers must inspect orders upon delivery.

Any missing, incorrect, or defective items must be reported within 48 hours of receiving the parcel. Failure to report within this timeframe may result in the claim being declined.

11. Order Tracking

Where available, tracking details will be provided via email or SMS after dispatch.

Tracking updates are dependent on the courier system and may not update in real time.

12. Force Majeure

Zylux Care shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to:

  • natural disasters,
  • strikes,
  • riots,
  • war,
  • power failures,
  • internet outages,
  • pandemics,
  • government restrictions,
  • or courier disruptions.

13. Fraud Prevention

For security purposes:

  • We may cancel or hold suspicious orders.
  • Additional verification may be required before shipment.
  • Orders flagged as high-risk may be refused and refunded.

Customers should never share banking PINs, OTPs, or CVV numbers with third parties claiming to represent courier services.

14. Limitation of Liability

To the maximum extent permitted under South African law, Zylux Care shall not be liable for:

  • indirect or consequential losses,
  • loss of profits,
  • delays in delivery,
  • courier-related damages,
  • or losses arising from circumstances outside our control.

Our maximum liability shall never exceed the amount paid by the customer for the affected order.

15. Contact Information

For shipping-related questions, please contact:

Zylux Care
Email: support@zyluxcare.com
Website: Zylux Care