Shipping policy

Shipping Policy

Last Updated: 11 August 2026

At Neuvex Recovery, we are committed to delivering your order safely, efficiently and reliably.

We work with trusted courier and logistics providers, including Aramex and other approved logistics partners, to deliver orders to our customers.

This Shipping Policy explains our delivery arrangements, shipping costs, estimated delivery times and responsibilities relating to delivery.

This policy should be read together with our Returns, Refunds & Warranty Policy. Nothing in this policy is intended to limit or exclude any rights a consumer may have under applicable South African law.

1. South Africa Shipping

Neuvex Recovery offers FREE standard shipping within South Africa on orders of R1,000 or more.

Orders below R1,000 may be subject to a shipping fee, which will be displayed during checkout before the order is completed.

The applicable shipping charge will depend on the delivery method, destination and other relevant factors and will be clearly displayed at checkout.

Free shipping applies to eligible orders delivered within South Africa and does not apply to international orders.

2. International Shipping

Neuvex Recovery ships to selected international destinations.

International shipping is not included in the advertised product price unless expressly stated otherwise.

International shipping costs will be calculated separately based on factors such as:

Destination country;
Package size and weight;
Courier or freight method;
Delivery service selected;
Customs requirements; and
Other applicable international logistics costs.

Where an international shipping quotation is required, Neuvex will provide the applicable shipping cost before the order is finalised.

International Duties, Taxes and Customs

International customers are responsible for any charges imposed by the destination country, including where applicable:

Customs duties;
Import taxes;
VAT or GST;
Customs clearance charges;
Brokerage or handling fees;
Import permits or regulatory charges; and
Any other charges imposed by local authorities or the destination country's customs authority.

These charges are separate from the product price and international shipping charge unless expressly stated otherwise.

Neuvex Recovery does not control the customs processes, duties, taxes or charges imposed by foreign authorities.

3. Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received and verified.

Orders placed on weekends or South African public holidays will generally be processed on the next business day.

Processing times may be longer during:

Product launches;
Promotional periods;
Peak shopping periods;
Public holidays;
Unexpected increases in order volumes; or
Circumstances outside our reasonable control.

Where a significant processing delay is anticipated, Neuvex will make reasonable efforts to communicate the delay to affected customers.

4. Delivery Times

Estimated standard delivery times within South Africa are:

Major Cities

Approximately 1–7 business days

Regional and Outlying Areas

Approximately 5–14 business days

These timeframes are estimates and may vary depending on:

Delivery location;
Courier capacity;
Weather conditions;
Public holidays;
Peak periods;
Remote-area delivery requirements;
Operational disruptions; and
Other circumstances outside Neuvex's reasonable control.

Delivery timeframes are therefore estimates and are not guaranteed, unless a specific guaranteed delivery service has been expressly agreed upon.

5. International Delivery Times

International delivery times vary depending on the destination country, courier service, customs clearance and local delivery conditions.

International delivery timeframes are estimates only.

Customs inspections, import procedures, border delays and local regulations may cause delays that are outside Neuvex Recovery's control.

Neuvex cannot guarantee a specific international delivery date unless a guaranteed delivery service has been expressly agreed upon.

6. Order Tracking

Once your order has been dispatched, tracking information will generally be provided by email or through the applicable courier service where tracking is available.

Customers are responsible for providing accurate:

Name;
Delivery address;
Telephone number;
Email address; and
Other information required for successful delivery.

Neuvex Recovery cannot accept responsibility for delays, failed delivery attempts or additional courier charges resulting solely from incorrect or incomplete delivery information supplied by the customer.

If incorrect delivery information is supplied, the customer may be responsible for any additional delivery costs incurred as a result, where permitted by applicable law.

7. Delivery Responsibility and Risk

Neuvex Recovery remains responsible for the goods and the delivery process until the goods have been delivered to the agreed delivery location and accepted by the customer, subject to applicable South African law.

Once the goods have been delivered and accepted, responsibility for the goods generally passes to the customer.

Customers are encouraged to inspect their order upon delivery and notify Neuvex as soon as reasonably possible if:

The package appears severely damaged;
The wrong product has been delivered;
Items are missing; or
There is any other obvious issue with the delivery.

Nothing in this section limits the customer's statutory rights relating to defective, unsafe, damaged or non-conforming goods.

8. Damaged Parcels

If your parcel arrives visibly damaged, please contact Neuvex Recovery as soon as reasonably possible.

Where possible, please take photographs or video of:

The external packaging;
The shipping label;
The internal packaging; and
The damaged product.

This information helps us investigate the cause of the damage and lodge any necessary claim with the courier.

Where the damage occurred during delivery and Neuvex is responsible under applicable law, Neuvex will take responsibility for the appropriate return, replacement or other remedy and applicable shipping costs.

Customers will not be required to pay return shipping costs for a legitimate damaged-product claim for which Neuvex is responsible.

9. Lost or Delayed Parcels

If your parcel appears to be significantly delayed or has not arrived within the expected delivery period, please contact:

support@neuvexrecovery.co.za

Phone: +27 61 614 4161

Neuvex will liaise with the relevant courier or logistics provider to investigate the shipment and determine its status.

Where Neuvex remains responsible for the goods under applicable law, we will work with the customer to resolve the matter appropriately.

Customers should not arrange a replacement purchase solely because a parcel appears delayed without first contacting Neuvex, as this may result in duplicate shipments.

10. Incorrect Products or Missing Items

If you receive the wrong product, incorrect quantity or a product with missing components, please contact us as soon as reasonably possible.

Please provide:

Your order number;
Photographs of the product received;
Photographs of the packaging;
A photograph of the shipping label; and
Details of what is missing or incorrect.

Where the error is attributable to Neuvex Recovery, Neuvex will cover the applicable return and replacement shipping costs.

The customer will not be responsible for return shipping where Neuvex supplied the wrong product or otherwise made the delivery error.

11. Defective or Faulty Products

If a product is defective, faulty or does not meet the applicable quality or performance requirements, please contact Neuvex Recovery.

Our Returns, Refunds & Warranty Policy governs defective-product claims.

Neuvex may request:

Photographs;
Videos;
Proof of purchase;
Product information;
Details regarding how the product was used; and
Other reasonable information needed to assess the issue.

Because our products are quality-checked before dispatch where reasonably practicable, we may investigate the cause of the reported issue.

Where a product is confirmed to be defective or otherwise qualifies for a statutory remedy, Neuvex will handle the applicable return, collection, replacement, repair or refund in accordance with South African consumer law.

Neuvex will bear the applicable return or collection costs for qualifying defective-product claims.

Customers will not be required to pay return shipping for a legitimate defective-product claim where Neuvex is responsible for those costs under applicable law.

For full details, please refer to our Returns, Refunds & Warranty Policy.

12. Change-of-Mind Returns

Neuvex Recovery offers a 30-day voluntary change-of-mind return policy as a gesture of goodwill.

Where a customer simply changes their mind, no longer wants the product, or otherwise wishes to return an eligible product for a reason unrelated to a defect or error by Neuvex:

The product must meet the eligibility requirements in our Returns Policy;
The product must generally be unused and in its original condition and packaging;
The customer is responsible for the direct cost of returning the product to Neuvex; and
Neuvex will inspect the product before processing the applicable refund.

Neuvex will not cover the return courier cost for a voluntary change-of-mind return.

This does not affect any statutory consumer rights that may apply.

Please refer to our Returns, Refunds & Warranty Policy for full conditions.

13. Free Shipping and Returns

Free standard shipping applies to qualifying South African orders of R1,000 or more.

Free shipping does not mean that Neuvex will automatically cover the cost of returning a product when a customer simply changes their mind.

For voluntary change-of-mind returns, the customer remains responsible for the direct return courier cost.

Where a product is defective, damaged, incorrectly supplied or otherwise covered by a statutory remedy requiring the supplier to bear the applicable costs, Neuvex will take responsibility for the applicable return or collection costs.

14. International Returns

For international orders, return arrangements may vary depending on the destination country, customs requirements and applicable law.

Where an international customer requests a voluntary change-of-mind return, the customer is generally responsible for the direct cost of returning the product to Neuvex, subject to applicable law.

Where a product is defective, damaged or incorrectly supplied and Neuvex is responsible for the applicable remedy, Neuvex will work with the customer to arrange an appropriate solution in accordance with applicable law.

International customs duties, import taxes and other charges already imposed by foreign authorities may not be recoverable by Neuvex and may be subject to the rules of the relevant jurisdiction.

15. Customs and Import Charges

For international orders, the customer is responsible for all applicable destination-country charges unless expressly stated otherwise.

These may include:

Customs duties;
Import taxes;
VAT/GST;
Customs clearance fees;
Brokerage fees;
Storage fees;
Handling fees; and
Other charges imposed by the destination country's authorities or logistics providers.

Neuvex Recovery is not responsible for delays arising from customs inspections, border controls, import restrictions or other procedures imposed by foreign authorities.

Customers are responsible for ensuring that the products they order can legally be imported into their country.

16. Refused or Unclaimed International Shipments

If an international customer refuses delivery or fails to collect a shipment because of customs duties, taxes, import requirements or other charges imposed by the destination country, Neuvex may be unable to recover the associated shipping, customs or logistics costs.

Where permitted by applicable law, these costs may be deducted from any refund that becomes due.

Customers are encouraged to confirm applicable import requirements and charges before placing an international order.

17. Delivery to Incorrect Addresses

Customers are responsible for ensuring that their delivery information is accurate and complete.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, telephone number or other required information, the customer may be responsible for additional courier costs incurred to:

Re-route the shipment;
Re-attempt delivery;
Return the shipment to Neuvex; or
Re-dispatch the order.

This does not apply where the delivery error was caused by Neuvex or the courier provider.

18. Courier Delays and Circumstances Outside Our Control

Neuvex works with established courier and logistics providers, but some delivery events are outside our reasonable control.

These may include:

Severe weather;
Natural disasters;
Strikes or industrial action;
Road closures;
Civil unrest;
Customs delays;
Border restrictions;
Courier operational disruptions;
Public holidays;
Unexpected logistics interruptions; or
Other events beyond Neuvex's reasonable control.

Where such an event occurs, Neuvex will make reasonable efforts to assist the customer and obtain updated delivery information.

19. Shipping and Consumer Rights

Nothing in this Shipping Policy limits any consumer right provided by South African law.

Where applicable, the Consumer Protection Act requires suppliers to deliver goods at the agreed place and within the agreed time or, where no time has been agreed, within a reasonable time. The Act also provides that goods remain at the supplier's risk until delivery is accepted by the consumer.

Where a statutory consumer remedy applies, that remedy takes precedence over any conflicting provision in this Shipping Policy.

20. Contact Us

For shipping, delivery or courier-related questions, please contact:

Neuvex Recovery

Email: support@neuvexrecovery.co.za