Shipping & Returns

At CaterPro Equipment, we understand that reliable delivery and straightforward after-sales support are an important part of your purchasing experience.

This Shipping & Returns Policy explains how we handle delivery, collection, returns, exchanges, refunds and defective products.

This policy should be read together with our Terms & Conditions and Privacy Policy.

 

1. Shipping & Delivery

Delivery Across South Africa

 

We offer delivery solutions for customers throughout South Africa.

Because our product range includes everything from small catering supplies to large commercial equipment, refrigeration units, furniture, mobile trailers and other oversized products, delivery costs and arrangements vary according to the order.

Delivery is charged separately unless otherwise stated.

Your delivery cost may depend on:

• Delivery location

• Product size and weight

• Number of items

• Delivery method

• Special handling requirements

• Access to the delivery address

• Whether the product requires specialised transport

• Any applicable third-party transport or freight charges

We will provide the applicable delivery information or quotation where required.

 

2. Processing Your Order

Once your payment has been received and your order has been confirmed, we will begin processing your order.

Processing times vary depending on the product.

Standard Stock Items

For products that are available from stock, we will generally process the order as soon as reasonably possible after payment has been confirmed.

Special-Order Products

Certain products may need to be sourced from local or international suppliers.

These may include:

• Commercial kitchen equipment

• Refrigeration

• Mobile kitchens

• Food trailers

• Custom equipment

• Specialised catering equipment

• Large event equipment

• Imported products

For these products, the estimated lead time will depend on the supplier, manufacturing requirements, shipping and other logistical factors.

We will communicate relevant lead-time information before or during the ordering process where possible.

 

3. Delivery Times

Delivery times are estimates and may vary depending on:

• Product availability

• Supplier lead times

• Manufacturing schedules

• Courier or freight availability

• Destination

• Customs clearance

• Import requirements

• Public holidays

• Weather

• Transport disruptions

• Circumstances outside our reasonable control

For products with specific or extended lead times, we will provide an estimated timeframe as part of the quotation or order process.

We aim to keep customers informed if there is a significant delay affecting their order.

 

4. Large & Oversized Items

Some CaterPro Equipment products require specialised transportation because of their size, weight or configuration.

This may apply to products such as:

• Food trailers

• Mobile kitchens

• Mobile refrigeration

• Commercial refrigerators and freezers

• Large stainless-steel equipment

• Event structures

• Large furniture orders

• Other commercial equipment

Additional delivery requirements or charges may apply.

Customers should ensure that the delivery location has sufficient access for the vehicle and equipment required to complete the delivery.

Where necessary, customers may be asked to provide information about:

• Driveway access

• Loading areas

• Door sizes

• Stairs

• Parking restrictions

• Site access

• Delivery restrictions

 

5. International & Special Deliveries

Where international or specialised delivery is requested, shipping arrangements will be quoted separately.

Additional costs may apply for:

• International freight

• Customs

• Duties

• Taxes

• Port charges

• Clearing agents

• Insurance

• Special handling

• Local delivery at the destination

Unless specifically agreed otherwise, the customer is responsible for applicable destination-country charges.

 

6. Delivery Address

Customers are responsible for providing accurate delivery information.

Please ensure that your order includes:

Full name / company name
Street address
Suburb
City / town
Province
Postal code
Contact number
Any special delivery instructions

Incorrect or incomplete delivery information may cause delays or additional delivery charges.

 

7. Receiving Your Order

When your order arrives, please inspect the packaging and products as soon as reasonably possible.

Where practical, check:

• Product quantity

• Product model or description

• Visible damage

• Missing components

• Accessories

• Packaging condition

If there is visible damage or an obvious discrepancy, please notify us promptly and provide photographs where requested.

Prompt notification helps us investigate delivery-related issues with our logistics partners.

Your statutory consumer rights are not limited by this inspection request.

 

8. Incorrect or Missing Items

If you receive an item that does not match your order, or if an item is missing, please contact us as soon as possible.

Please provide:

• Your order number

• Product name

• Description of the issue

• Photographs where applicable

• Delivery documentation where available

We will investigate the issue and advise you of the appropriate next step.

 

9. Products Damaged During Delivery

If your product arrives visibly damaged, please notify us promptly.

Where possible:

1. Take photographs of the outer packaging before opening it.

2. Take photographs of the damaged product.

3. Keep the original packaging.

4. Keep all accessories and documentation.

5. Contact CaterPro Equipment with your order details.

Do not dispose of damaged packaging until we have advised you that it is no longer required.

We will investigate the matter and arrange the appropriate remedy where applicable.

 

10. Returns

We want our customers to be satisfied with their purchases.

Return requests must be submitted to CaterPro Equipment before goods are sent back.

Please contact us with:

• Order number

• Customer name

• Product purchased

• Reason for the return

• Photographs or supporting information where applicable

We will assess the request and provide return instructions.

Please do not send products back without first receiving return instructions from us.

 

11. Defective or Faulty Products

South African consumer law provides protections relating to the quality, safety and suitability of goods.

Where goods fall within the statutory warranty provisions and are defective, unsafe or fail to meet applicable requirements, the consumer may have a right to return the goods and receive the applicable remedy provided by law.

The Consumer Protection Act provides an implied warranty of quality and, in qualifying circumstances, allows a consumer to return defective goods within six months of delivery. Depending on the circumstances and the consumer's election under the Act, the remedy may include repair, replacement or refund.

CaterPro Equipment will assess qualifying claims in accordance with applicable law.

 

12. Products That Are Not Defective

A product that has simply changed your mind, is no longer required or is unsuitable for a reason unrelated to a defect may be treated differently from a defective product.

Any voluntary return or exchange offered by CaterPro Equipment will be subject to the applicable conditions communicated at the time.

Nothing in this section limits rights that consumers have under applicable law.

 

13. Special-Order & Customised Products

Some CaterPro Equipment products may be specially sourced, customised, manufactured or imported specifically according to a customer's requirements.

Examples may include:

• Custom food trailers

• Mobile kitchens

• Specialised commercial equipment

• Custom furniture

• Customised event products

• Imported equipment

• Made-to-order products

Because these products may be procured specifically for an individual customer, additional terms may apply.

Before confirming a special-order or customised product, we recommend that customers carefully verify:

• Dimensions

• Specifications

• Colours

• Configuration

• Electrical requirements

• Gas requirements

• Capacity

• Intended application

• Delivery requirements

Any applicable special-order conditions will be communicated before the order is confirmed.

 

14. Change-of-Mind Returns

Where a change-of-mind return is legally permitted or voluntarily offered by CaterPro Equipment, the product may need to meet specified return conditions.

Depending on the circumstances, these may include that the product is:

• Unused

• Undamaged

• Complete

• In its original packaging where reasonably applicable

• Accompanied by all accessories

• Accompanied by proof of purchase

Additional conditions may apply to specialised, customised, assembled, installed or made-to-order products.

We will communicate the applicable requirements when a return request is submitted.

 

15. Refunds

Where a refund is approved, the refund will be processed using the applicable payment method or another agreed method where appropriate.

Processing times may depend on:

• The payment method used

• Banking institutions

• Payment providers

• Return inspection

• Supplier confirmation

• The nature of the refund

Where a statutory refund is required, it will be handled in accordance with applicable law.

 

16. Exchanges

Where an exchange is appropriate and the replacement product is available, we may arrange an exchange in accordance with the applicable return process.

If the replacement product has a different price, the difference may need to be settled or refunded, subject to the circumstances and applicable law.

 

17. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return and the applicable legal requirements.

Where a product is returned because of a qualifying defect, incorrect supply or another circumstance where CaterPro Equipment is responsible, the applicable delivery or return costs will be handled in accordance with the law.

For voluntary change-of-mind returns, where such returns are accepted, the customer may be responsible for applicable return transportation costs.

We will confirm the applicable arrangements before the product is returned.

 

18. Products Requiring Installation

Certain commercial equipment may require professional installation.

Customers should follow all manufacturer installation instructions and use appropriately qualified technicians where required.

If a product is incorrectly installed, modified or used contrary to manufacturer instructions, this may affect warranty or return considerations where permitted by law.

This does not remove any statutory consumer rights that cannot legally be excluded.

 

19. Electrical & Gas Equipment

Some products supplied by CaterPro Equipment may operate using electricity, gas or other specialised systems.

Customers are responsible for ensuring that:

• The installation environment is suitable.

• Required electrical or gas connections are available.

• Qualified professionals are used where required.

• Manufacturer instructions are followed.

• Applicable safety requirements are observed.

Please contact us before purchasing if you are unsure whether a particular product is suitable for your intended application.

 

20. Food Products & Consumables

CaterPro Equipment may supply certain food-related products and consumables, including products such as soft-serve mixes, candy-floss sugar, cones and other supplies.

For consumable products, customers should check:

• Product description

• Quantity

• Packaging

• Expiry or best-before information where applicable

• Storage requirements

If a consumable arrives damaged, incorrect or otherwise affected, please contact us promptly with photographs and order details.

 

21. Product Packaging

Customers are encouraged to retain original packaging until they are satisfied that the product is functioning correctly.

For larger equipment and commercial products, packaging may also be useful if a return or warranty assessment is required.

However, statutory consumer rights are not automatically lost merely because original packaging is unavailable.

 

22. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched or procurement has commenced, contact us as soon as possible.

We will determine whether the order can be cancelled based on its status, product type and applicable legal requirements.

Special-order, customised, imported or made-to-order products may have additional considerations.

 

23. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible in the same way as a pre-dispatch cancellation.

Where a return is legally available, we will provide the appropriate return procedure.

Customers should contact us before refusing or returning a shipment.

 

24. Statutory Consumer Rights

This policy does not replace or restrict any rights provided to consumers under applicable South African legislation.

The Consumer Protection Act provides consumers with protections relating to the quality and suitability of goods and establishes remedies in qualifying circumstances.

Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

 

25. How to Request a Return

To start a return or product-support request, contact CaterPro Equipment and provide:

Order Number:
Customer Name:
Contact Number:
Product:
Date Purchased:
Reason for Return:
Photographs / Supporting Documents:

Our team will review the request and provide the next steps.

 

26. Contact Us

For shipping, delivery, returns or product-support enquiries, please contact:

CaterPro Equipment

Customer Care: [Insert telephone number]

WhatsApp: [Insert WhatsApp number]

Email: [Insert email address]

Address: [Insert business address]

Business Hours:
Monday–Friday: 08:00–16:30
Saturday & Sunday: Closed

 

Our Commitment

At CaterPro Equipment, our goal is to make your purchasing experience as smooth as possible—from selecting the right equipment to receiving your order.

We work with customers, suppliers and logistics partners to resolve delivery and product issues efficiently and fairly.

Need help with an order? Contact our team and we'll be happy to assist.

CaterPro Equipment

Equipment for business. Solutions for events. Support for your vision.