Delivery & Returns
Last reviewed: May 2026
This policy explains how we ship orders, what delivery costs apply, and how to return goods. It forms part of our Terms & Conditions. If you have any questions, email orders@trusths.co.za or call +27 21 701 7018.
1. Dispatch
Orders placed and paid before 12:00 SAST on a working day are dispatched within 24–48 hours from our warehouse in Retreat, Cape Town. Orders placed after 12:00 or on weekends and public holidays are dispatched the next working day. If an item is not in stock, dispatch may take 3–5 working days.
You will receive a dispatch confirmation email with a tracking number once your order has been collected by the courier.
2. Delivery timeframes
| Destination | Estimated delivery |
|---|---|
| Cape Town metro | Next working day |
| Johannesburg, Pretoria, Ekurhuleni | 2–3 working days |
| Durban, eThekwini | 2–3 working days |
| Port Elizabeth / Gqeberha, East London | 2–3 working days |
| Bloemfontein, Kimberley | 2–3 working days |
| Other major towns and cities | 3–4 working days |
| Outlying, rural, and remote areas | 4–6 working days |
Timeframes are estimates and may be affected by courier capacity, adverse weather, or events outside our control. We are not liable for courier delays, but will assist you in following up with the carrier.
3. Delivery costs
Delivery charges are calculated at checkout based on the weight and dimensions of your order and your delivery address. The exact cost is displayed before payment is taken. In the rare event that a system or pricing error means the displayed delivery charge does not reflect the actual cost to deliver your order, we reserve the right to contact you with a corrected quote before dispatch, or to cancel the order and refund you in full if we are unable to deliver at the quoted price.
- Free delivery thresholds may apply on qualifying orders. Any current free-delivery promotion will be shown on the checkout page.
- Oversized or unusually heavy items (e.g. large bulk orders) may attract a freight surcharge, which will be shown at checkout or quoted separately.
4. Collection
You may collect your order in person from our warehouse free of charge:
25–29 Honeywell Road, Retreat, Cape Town, 7945
Monday–Friday, 08:00–16:30 SAST (excluding public holidays)
Select "Collection" at checkout. We will send you a collection-ready notification (usually within 1–2 hours of payment confirmation on in-stock items). Please bring your order confirmation email when collecting.
5. Delivery address accuracy
You are responsible for providing a complete and accurate delivery address. If an order is returned to us due to an incorrect or incomplete address, or because the recipient was not available and did not re-arrange delivery, we will contact you to arrange re-delivery at your cost.
6. Risk and ownership
Risk in the goods passes to you when the courier collects your parcel from our warehouse. Ownership passes to you when payment has been received in full and cleared. We recommend inspecting your delivery promptly on arrival.
7. Damaged or incorrect goods on delivery
If goods arrive visibly damaged or if you receive the wrong items:
- Note the damage on the courier's delivery record if possible, or refuse delivery of severely damaged goods.
- Email us at orders@trusths.co.za within 48 hours of delivery with your order number and photographs of the damage or incorrect item.
- We will arrange collection and replacement or a full refund at no cost to you.
8. Returns — standard (non-customised) goods
You may return unused, non-customised goods in their original, undamaged packaging within 14 days of the delivery date for a refund or exchange.
To initiate a return:
- Email orders@trusths.co.za with your order number, the item(s) you wish to return, and the reason.
- We will confirm your return within 2 business days and provide a return address.
- Return shipping is at the customer's expense unless the item was faulty, damaged on arrival, or sent in error.
- Goods must be received by us before a refund or exchange is processed.
Items that are used, washed, worn, damaged by the customer, or returned without original packaging cannot be accepted for return and will be sent back to you.
9. Returns — customised goods
Goods that have been customised with your company logo, company name, or employee names are non-returnable and non-refundable unless:
- The item is defective or faulty; or
- The embroidery, print, or customisation materially differs from the approved artwork proof.
For this reason, we require written artwork approval before production begins on all customised orders. Please review artwork proofs carefully before approving.
10. Refunds
Approved refunds are processed within 5–7 business days of us receiving and inspecting the returned goods. Refunds are issued via the same payment method used for the original transaction (card refund, EFT, or account credit). We do not issue cash refunds.
11. International and cross-border orders
We primarily ship within South Africa. Cross-border deliveries to neighbouring SADC countries (Namibia, Botswana, Lesotho, eSwatini, Zimbabwe, Mozambique) may be arranged on a case-by-case basis. The customer is responsible for all import duties, taxes, and customs clearance costs. Contact us for a quote before ordering.
12. Contact us
For any delivery or returns queries:
Trust Health & Safety (Pty) Ltd
25–29 Honeywell Road, Retreat, Cape Town, 7945
orders@trusths.co.za · +27 21 701 7018
Monday–Friday, 08:00–16:30 SAST