Shipping & Returns Policy

Pizza Oven Company South Africa (a division of Caruso Consulting Co Ltd)  ·  Last updated: January 2025

1. Delivery Coverage

We deliver the gas pizza oven to all areas across South Africa. We cover all major cities and their surrounding regions, including:

• Gauteng: Johannesburg, Pretoria, Soweto, Vereeniging, Midrand, Sandton, Centurion, Boksburg, Benoni
• Western Cape: Cape Town, George, Stellenbosch, Paarl, Somerset West, Knysna
• KwaZulu-Natal: Durban, Pietermaritzburg, Richards Bay, Ballito, Umhlanga
• Eastern Cape: Gqeberha (Port Elizabeth), East London, Makhanda (Grahamstown)
• Free State: Bloemfontein, Welkom, Sasolburg
• Limpopo: Polokwane, Tzaneen, Mokopane
• Mpumalanga: Nelspruit (Mbombela), Witbank (eMalahleni), Secunda
• Northern Cape: Kimberley, Upington
• North West: Rustenburg, Klerksdorp, Mahikeng

If your town or area is not listed above, please contact us before ordering and we will confirm delivery availability and estimated timing for your specific location.

2. Delivery Costs

Delivery is free on all orders, nationwide. There are no hidden shipping charges. The price you see — R7,999 — is the total price you pay, delivered to your door.

3. Delivery Timeframes

Orders are processed within 1–2 business days of receipt. Estimated delivery times from dispatch are:

• Major metropolitan areas (Johannesburg, Cape Town, Durban, Pretoria): 3–5 business days
• Secondary cities and large towns: 4–6 business days
• Remote or outlying areas: 6–10 business days

These are estimates only and are not guaranteed. Delays may occur due to courier capacity, public holidays, or circumstances outside our control. You will receive a tracking number by email once your order has been dispatched.

4. Order Tracking

Once your order is dispatched, you will receive an email with your tracking reference number and a link to track your delivery in real time. If you do not receive this email within 3 business days of ordering, please check your spam folder and then contact us at theteam@customersupport.care.

5. Delivery Requirements

To ensure successful delivery, please ensure that:

• A responsible adult is available at the delivery address to receive and sign for the order
• The delivery address is accurate and complete at the time of ordering
• Access to the delivery address is possible for a standard courier vehicle

If a delivery attempt is unsuccessful due to no one being available or incorrect address information, a re-delivery fee may apply. We are not liable for losses caused by incorrect delivery information provided by the customer.

6. Damaged or Incorrect Items on Arrival

We take care to ensure all orders are carefully packed before dispatch. However, if your order arrives damaged, incomplete, or incorrect:

• Contact us within 7 days of delivery at theteam@customersupport.care
• Include your order reference number and clear photographs of the damage or issue
• We will arrange a replacement, replacement parts, or a full refund at our discretion

Do not discard packaging until you have inspected all contents. Claims reported after 7 days of delivery may not be accepted.

7. Returns Policy

7.1 Faulty or Defective Products

If your gas pizza oven develops a fault due to a manufacturing defect within 12 months of purchase, you are covered by our manufacturer's warranty. Contact us with your proof of purchase and a description of the fault. We will assess the claim and arrange a repair, replacement, or refund as appropriate.

7.2 Change of Mind Returns

As our product is a specific, functional appliance, we are unable to accept returns for change of mind once the product has been used or assembled. If the product is unused, in its original sealed packaging, and you contact us within 7 days of delivery, we will assess the return request at our discretion. Return shipping costs in this case are the responsibility of the customer.

7.3 Non-Returnable Items

We are unable to accept returns of:

• Products that have been used or assembled (except in cases of manufacturing defects)
• Products damaged due to misuse, improper installation, or failure to follow the instruction manual
• Products modified or repaired by parties other than ourselves

8. Refunds

Where a refund is approved, it will be processed to the original payment method within 5–10 business days of approval. We will notify you by email once the refund has been initiated. Processing times may vary depending on your bank or card issuer.

9. Warranty Summary

Every gas pizza oven comes with a 12-month manufacturer's warranty covering defects in materials and workmanship under normal domestic use conditions. The warranty does not cover damage from misuse, neglect, accidents, or non-standard modifications. To make a warranty claim, contact us with proof of purchase.

10. Contact Us

For all shipping, delivery, returns or warranty enquiries: