SHIPPING AND DELIVERY POLICY

Effective date: 9 August 2026
Last updated: 9 August 2026

1. Introduction

This Shipping and Delivery Policy explains how Sebetsebetse Pharmacy, referred to in this policy as “we”, “us” or “our”, processes, prepares and delivers orders placed through Suite 1, Unit 2 & 3 Balien Park, 453 Jan Smuts Avenue, Blairgowrie, Randburg, Gauteng, 2194, referred to as the “Website”.

This policy applies to all orders placed through the Website for delivery within the areas that we service.

By placing an order through the Website, you acknowledge that you have read and understood this Shipping and Delivery Policy.

This policy must be read together with our Terms and Conditions, Privacy Policy, Returns and Refunds Policy and any additional terms displayed during checkout.

2. Pharmacy and contact information

Orders placed through the Website are fulfilled by:

Pharmacy name: Sebetsebetse Pharmacy
Trading name: Sebetsebetse Pharmacy
Responsible Pharmacist: Khutjisho Nthulane Mahlako
Pharmacy registration number: Y61970
Company registration number: 2024/155277/07
Physical address: Suite 1, Unit 2 & 3 Balien Park, 453 Jan Smuts Avenue, Blairgowrie, Randburg, Gauteng, 2194
Email address: help@sebetsepharmacy.co.za
Telephone number: 010 500 9616
Operating hours: Monday-Friday: 9h00-17h00, Saturday: 9h00-13h00, Sunday: Closed, Public holidays: Closed

3. Delivery areas

We currently deliver to selected addresses within the Republic of South Africa.

Our delivery areas may include:

Major metropolitan areas;
Regional areas;
Selected outlying areas; and
Other locations supported by our approved courier service providers.

Delivery availability will be confirmed when you enter your delivery address during checkout.

Certain products may not be available for delivery to all locations due to:

Product storage requirements;
Temperature-control requirements;
Courier service limitations;
Legal or regulatory restrictions;
Security considerations;
Product availability; or
The distance from the dispensing pharmacy.

We reserve the right to decline or cancel delivery to an address that falls outside our supported delivery area. Where payment has already been received for an order that cannot be delivered, an appropriate refund will be processed.

4. Delivery outside South Africa

Unless expressly stated otherwise, we do not deliver medicines or healthcare products outside South Africa.

International delivery may be subject to additional legal, customs, import, export, licensing and product-registration requirements.

No international order will be accepted unless it has been specifically approved by us in writing and can be fulfilled in accordance with applicable legal and regulatory requirements.

5. Placing an order

An order is submitted when you complete the checkout process and receive confirmation that the order has been received.

An automated order confirmation does not mean that the order has been accepted, approved, dispensed or dispatched.

All orders remain subject to:

Product availability;
Payment confirmation;
Verification of the information provided;
Verification of any required prescription;
Pharmacist review and approval;
Medical scheme approval, where applicable;
Delivery-area availability;
Applicable legal and regulatory requirements; and
Our right to decline an order where we reasonably believe that it cannot be lawfully or safely fulfilled.

We may contact you, your authorised representative, your medical scheme or your healthcare practitioner where additional information is required to process the order.

6. Prescription medicines

Orders containing prescription medicines will only be processed once all applicable requirements have been satisfied.

This may include:

Receipt of a valid prescription;
Verification of the prescription;
Confirmation of the patient’s identity;
Confirmation of the authorised prescriber’s details;
Pharmacist review of the prescription;
Clarification of any incomplete or unclear information;
Confirmation of medical scheme benefits or authorisation;
Confirmation that the prescribed medicine is available; and
Completion of any legally required records.

Submitting a prescription through the Website does not guarantee that the medicine will be dispensed.

A pharmacist may decline to dispense a medicine where the prescription is invalid, expired, incomplete, unclear, suspected to be fraudulent or cannot lawfully or safely be fulfilled.

Processing times will only begin once all required prescription information, approvals and payments have been received.

7. Scheduled and controlled medicines

Certain scheduled, controlled or otherwise restricted medicines may be subject to additional requirements.

These requirements may include:

Original prescription requirements;
Identity verification;
Delivery to the patient personally;
Delivery to an authorised caregiver or representative;
Signature upon delivery;
Secure delivery procedures;
Restrictions on unattended delivery;
Restrictions on delivery to third parties; and
Restrictions on delivery to certain areas.

We may decline to deliver a scheduled or controlled medicine where the required security, identification or legal conditions cannot be satisfied.

8. Order processing times

Orders are generally processed during our normal operating hours.

Our standard processing period is approximately 1 (one) business day, calculated from the time at which:

Payment has been confirmed;
Any required prescription has been received and verified;
Any required medical scheme approval has been obtained;
The order has been approved by a pharmacist; and
All products are available for dispensing or packing.

Orders placed after 15h00, over weekends or on South African public holidays may only be processed on the next business day.

Processing may take longer where:

A medicine must be specially ordered;
A prescription requires clarification;
Medical scheme approval is delayed;
A product is temporarily unavailable;
The patient or prescriber cannot be contacted;
Additional identity verification is required;
A product requires specialised packaging;
A product requires temperature-controlled transport; or
Circumstances outside our reasonable control affect our operations.

Processing time refers to the time required to prepare an order. It does not include the courier’s delivery time after dispatch.

9. Product availability

All products displayed on the Website are subject to availability.

A product may become unavailable after an order has been placed due to:

Stock shortages;
Supplier delays;
Product discontinuation;
Manufacturer restrictions;
Product recalls;
Unexpected demand;
Dispensing limitations; or
A discrepancy between online stock records and physical stock.

Where a product is unavailable, we may:

Contact you to discuss an alternative;
Place the product on back order with your approval;
Dispatch the available portion of the order;
Wait until the complete order is available; or
Cancel and refund the unavailable item.

A medicine will not be substituted without the appropriate pharmacist review and any consent or authorisation required in the circumstances.

10. Estimated delivery times

Estimated delivery times will depend on the delivery address, courier availability, product type and any special handling requirements.

Our estimated delivery periods are:

Major metropolitan areas: 1 (one) day within 10 kilometers radius. 3 (three) days within 50 kilometers radius
Regional areas: 1 (one) day within 10 kilometers radius. 3 (three) days within 50 kilometers radius.
Outlying or remote areas: No deliveries
Temperature-sensitive deliveries: 1 (one) day within 10 kilometers radius
Same-day or express delivery: 1 (one) day within 10 kilometers radius. 2 days within 50 kilometers radius

Delivery periods are calculated in business days and exclude weekends and South African public holidays unless otherwise stated.

Delivery periods are estimates and do not constitute guaranteed delivery dates unless a delivery date has been expressly confirmed in writing.

We will take reasonable steps to fulfil orders within the estimated period and notify you of any material delay.

11. Same-day and express delivery

Same-day or express delivery may be available for selected products and delivery areas.

To qualify, an order may need to:

Be placed before the applicable cut-off time;
Be paid for in full;
Contain products that are immediately available;
Have all prescription requirements completed;
Be approved by a pharmacist;
Fall within the supported express-delivery area; and
Meet any applicable size, weight or storage restrictions.

Same-day and express delivery are not guaranteed until the order has been approved and the delivery option has been confirmed.

12. Delivery charges

Delivery charges will be displayed during checkout before the order is completed.

Delivery charges may be calculated according to:

Delivery address;
Distance from the pharmacy;
Package size or weight;
Selected delivery speed;
Courier service;
Product value;
Special security requirements;
Temperature-controlled packaging;
Refrigerated transport;
Remote-area surcharges; or
Additional delivery attempts.

Any free-delivery promotion will be subject to the terms displayed on the Website or promotional material.

Free delivery may exclude:

Remote or outlying areas;
Express delivery;
Heavy or oversized products;
Temperature-sensitive products;
Special-order products; or
Orders below a specified value.

13. Delivery address

You are responsible for providing a complete, accurate and accessible delivery address.

The delivery address should include:

The recipient’s full name;
Street name and number;
Building, unit or office number;
Suburb;
City or town;
Province;
Postal code;
Access instructions, where necessary; and
A valid South African contact number.

We are not responsible for delays caused by incomplete, inaccurate or outdated delivery information provided by you.

Please contact us immediately if you become aware of an error in the delivery address.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

Additional charges may apply where an order must be redirected or delivered again because incorrect information was provided.

14. Delivery instructions

You may provide reasonable delivery instructions during checkout.

Delivery instructions are subject to:

Courier operational requirements;
Security requirements;
Patient confidentiality;
Product storage requirements;
Access to the delivery address; and
Restrictions applying to medicines or scheduled substances.

We cannot guarantee that all requested delivery instructions will be followed.

Instructions requesting that medicines be left unattended may not be accepted, particularly where the order contains prescription, scheduled, controlled, refrigerated or high-value products.

15. Delivery to the patient

Where required, medicine may only be delivered to:

The patient named on the prescription;
A parent or legal guardian;
An authorised caregiver;
An authorised representative; or
Another person lawfully entitled to receive the medicine.

The recipient may be required to provide:

Proof of identity;
The order number;
A one-time verification code;
A signature;
Proof of authority to receive the order; or
Other reasonable verification information.

We may refuse to release an order where the recipient cannot provide the required verification.

16. Delivery to an authorised representative

You may nominate another person to receive your order where this is legally and operationally permitted.

By nominating an authorised representative, you confirm that:

The representative has permission to receive the order;
The representative is legally entitled to receive the products;
The representative understands any applicable storage requirements; and
The delivery may include confidential health or medicine-related information.

We may request additional consent or verification before releasing an order to an authorised representative.

17. Delivery to workplaces, residential complexes and security personnel

Where delivery is made to a workplace, residential complex, hotel, hospital, reception area or security point, you are responsible for ensuring that the recipient is authorised to accept the order.

Certain medicines may not be left with:

Reception personnel;
Security personnel;
Colleagues;
Neighbours;
Hotel staff; or
Other unauthorised third parties.

Where delivery to a third party is permitted, delivery will be considered completed when the order is accepted by the authorised recipient at the address provided.

18. Confidentiality and discreet packaging

We will take reasonable steps to protect the confidentiality of your order.

Orders will generally be placed in secure packaging that does not unnecessarily disclose the contents.

However, certain information may need to appear on the parcel or courier documentation, including:

The recipient’s name;
Delivery address;
Contact number;
Sender details;
Handling instructions;
Temperature-control instructions; or
Information required for lawful and safe delivery.

Courier service providers will only receive the information reasonably necessary to perform the delivery and related services.

19. Packaging of medicines

Medicines and healthcare products will be packaged in a manner reasonably appropriate to their nature, storage requirements and delivery method.

Packaging may include:

Tamper-evident seals;
Protective cushioning;
Leak-resistant packaging;
Light-resistant packaging;
Insulated packaging;
Cold packs;
Temperature indicators;
Security bags; or
Other suitable protective materials.

You should not accept or use a medicine where the parcel appears to have been opened, tampered with, contaminated or materially damaged.

20. Temperature-sensitive products

Certain medicines and healthcare products must be stored and transported within a specified temperature range.

Temperature-sensitive products may be subject to:

Restricted delivery areas;
Restricted delivery days;
Special courier services;
Insulated packaging;
Temperature-monitoring measures;
Shorter delivery periods;
Additional delivery charges; and
A requirement that the recipient be available to receive the parcel immediately.

You are responsible for ensuring that a temperature-sensitive product is received promptly and stored according to the product instructions immediately after delivery.

Temperature-sensitive products must not be left:

Unattended;
In direct sunlight;
Inside a vehicle;
At a security desk for an extended period;
In an unrefrigerated environment where refrigeration is required; or
In any other unsuitable storage environment.

Please contact us immediately if a temperature-sensitive product arrives late, damaged, warm, frozen or in a condition that may indicate that its required storage temperature was not maintained.

Do not use the product until you have received advice from our pharmacist.

21. Tracking information

Where tracking is available, tracking information will be sent to the email address or mobile number provided during checkout.

Tracking information may only become active after the courier has collected and scanned the parcel.

Tracking updates are supplied by the courier and may not always reflect the parcel’s location in real time.

Please contact us if the tracking information has not updated for an unreasonable period or if the parcel appears to be delayed.

22. Failed delivery attempts

A delivery attempt may be unsuccessful where:

No authorised recipient is available;
The recipient cannot be contacted;
The address is incorrect or incomplete;
The premises cannot be accessed;
The recipient refuses delivery;
Required identification is not provided;
The recipient is not authorised to receive the medicine; or
The courier reasonably considers the delivery unsafe.

Where delivery is unsuccessful, the courier may:

Attempt delivery again;
Contact you to arrange another delivery;
Deliver the parcel to an approved collection point, where appropriate; or
Return the parcel to the pharmacy.

Additional delivery charges may apply to further delivery attempts.

23. Orders returned after failed delivery

Products returned to the pharmacy after a failed delivery will be assessed before any further action is taken.

Medicines may not automatically be dispatched again, particularly where:

The storage conditions cannot be verified;
The tamper-evident packaging has been damaged;
The product is temperature-sensitive;
The parcel was exposed to unsuitable conditions;
The medicine has expired or deteriorated;
The prescription is no longer valid; or
Re-delivery would create a patient-safety risk.

Where a product can safely and lawfully be dispatched again, additional delivery charges may apply.

Where the product cannot be dispatched again, the matter will be handled in accordance with our Returns and Refunds Policy and applicable law.

24. Inspection upon delivery

You should inspect the parcel as soon as reasonably possible after delivery.

Please check that:

The parcel is addressed to the correct recipient;
The package is sealed;
There are no signs of tampering;
The products match the order;
The correct quantities were supplied;
The products are not visibly damaged;
There are no leaks or broken containers;
The products have not expired; and
Temperature-sensitive products appear to have been transported appropriately.

Do not use a medicine if you believe it may be incorrect, damaged, contaminated, tampered with or unsafe.

25. Damaged or tampered parcels

Where a parcel appears materially damaged or tampered with at the time of delivery, you should:

Inform the courier immediately;
Record the damage on the delivery documentation, where possible;
Take clear photographs of the parcel;
Retain all packaging and labels;
Avoid using the affected product; and
Contact us as soon as reasonably possible.

We may request photographs, delivery records or additional information to investigate the matter.

26. Incorrect, incomplete or missing orders

Please contact us as soon as reasonably possible if:

You receive the wrong product;
A product is missing;
The quantity is incorrect;
The medicine strength differs from the order or prescription;
The parcel belongs to another customer; or
The order is otherwise incomplete.

Please retain the parcel, products, invoice, labels and packaging until our investigation has been completed.

For safety reasons, do not use or dispose of an incorrect medicine unless instructed by our pharmacist.

27. Lost deliveries

A parcel may be considered lost where the courier cannot locate or deliver it within a reasonable period.

Before declaring a parcel lost, we may investigate the matter with:

The courier;
The delivery driver;
The recipient;
The person recorded as having accepted delivery;
Building reception or security personnel; or
Any relevant collection point.

Where an order is confirmed as lost before delivery, we will provide an appropriate remedy, which may include replacement or refund, subject to product availability and applicable requirements.

Prescription medicines may require a new prescription, pharmacist approval or additional verification before a replacement can be supplied.

28. Delayed deliveries

Delivery may be delayed by circumstances including:

Severe weather;
Flooding or fire;
Road closures;
Traffic disruptions;
Courier delays;
Public unrest or protest action;
Strikes;
Load shedding;
System or network failures;
Supplier delays;
Public health emergencies;
Security incidents;
Natural disasters; or
Other events outside our reasonable control.

We will take reasonable steps to notify you of a material delay and arrange delivery as soon as reasonably possible.

Where a delay may affect the safety or quality of a medicine, the product will be assessed before delivery or replacement.

29. Delivery dates required for treatment

You should place orders sufficiently early to avoid interruptions to ongoing treatment.

Delivery estimates should not be relied upon where failure to receive a medicine by a particular date may create an immediate health risk.

Please contact our pharmacist or your treating healthcare practitioner if:

You are likely to run out of medicine;
Your treatment may be interrupted;
You require an urgent supply;
Your prescription is about to expire; or
A delayed delivery may affect your health.

An online order and courier delivery service must not be used as a substitute for emergency medical care.

30. Medical emergencies

We do not provide emergency delivery services unless expressly stated.

If you are experiencing a medical emergency, contact the appropriate emergency services or attend the nearest emergency medical facility.

Do not wait for an online order to be processed or delivered where urgent medical treatment is required.

31. Delivery confirmation

Delivery may be confirmed by:

The recipient’s signature;
A courier delivery scan;
A photograph taken by the courier;
A one-time verification code;
Electronic confirmation;
The name of the person accepting delivery; or
Another reasonable delivery record.

Delivery will be regarded as completed when the order has been delivered to the customer or an authorised recipient at the agreed delivery address.

Responsibility for appropriate storage and use of the products passes to the recipient once delivery has been completed.

Nothing in this section limits any rights available to a customer under applicable South African law.

32. Collection from the pharmacy

Where click-and-collect or pharmacy collection is available, you will be notified when the order is ready.

Please do not visit the pharmacy to collect an order until you have received confirmation.

The person collecting the order may be required to provide:

Proof of identity;
The order number;
A collection notification;
A one-time verification code;
Proof of authority to collect on behalf of the patient; or
Any original prescription or documentation that may be required.

Orders must be collected within 5 (five) business days after the collection notification is sent.

Uncollected orders will be handled according to the product type, storage requirements and applicable law.

33. Changes to an order

You may request a change to an order before it has been dispensed, packed or dispatched.

Changes cannot be guaranteed after processing has started.

A request to change:

The product;
The quantity;
The patient details;
The prescription;
The delivery address;
The recipient;
The delivery method; or
The delivery date

may require the order to be cancelled and placed again.

Additional charges or processing periods may apply.

34. Order cancellations

You may request cancellation by contacting us using the details provided below.

An order may not be capable of cancellation where:

A prescription medicine has already been dispensed;
A customised or compounded product has been prepared;
A patient-specific product has been ordered;
A special-order product has been obtained;
The parcel has already been dispatched; or
The product cannot safely or lawfully be returned to stock.

Approved cancellations and refunds will be handled in accordance with our Returns and Refunds Policy and applicable law.

35. Our right to cancel an order

We may cancel or decline an order where:

A product is unavailable;
Payment cannot be verified;
A prescription is invalid or cannot be verified;
A pharmacist cannot safely approve the supply;
The delivery address cannot be serviced;
The order appears fraudulent;
Incorrect pricing or product information was displayed;
The order cannot be lawfully fulfilled;
The product is subject to a recall;
The customer has breached our Website terms; or
Circumstances outside our reasonable control prevent fulfilment.

Where an order is cancelled after payment has been received, we will process an appropriate refund.

36. Refunds relating to delivery

Delivery charges may be refunded where:

We supplied the incorrect product;
The product was damaged before delivery;
The parcel was lost before delivery;
We cancelled the order;
The order could not be delivered for reasons attributable to us; or
A refund is otherwise required under applicable law.

Delivery charges may not be refundable where:

The customer provided an incorrect address;
An authorised recipient was unavailable;
Delivery was refused without a valid reason;
Required identification was not provided;
The customer requested a change after dispatch;
The delivery was completed correctly; or
A further delivery attempt was required due to circumstances attributable to the customer.

Each matter will be assessed according to its circumstances and applicable law.

37. Courier service providers

We may appoint independent courier service providers to deliver orders.

Courier service providers are required to handle parcels according to the applicable service requirements and any special instructions provided by us.

We remain responsible for addressing delivery-related complaints in accordance with our obligations to customers.

Courier service providers may contact you directly to:

Confirm delivery details;
Provide tracking updates;
Arrange access;
Confirm recipient availability;
Reschedule a delivery; or
Obtain proof of delivery.

38. Customer responsibilities

By placing an order, you agree to:

Provide accurate customer and delivery information;
Provide a valid contact number and email address;
Ensure that an authorised person is available to receive the parcel;
Provide any identification or verification reasonably required;
Inspect the parcel promptly after delivery;
Store products according to their instructions;
Refrigerate temperature-sensitive products immediately where required;
Notify us promptly of any delivery problem;
Avoid using a product that appears incorrect or unsafe; and
Follow the pharmacist’s instructions concerning the use and storage of medicines.

39. Limitation of liability

We will take reasonable steps to process, package and deliver orders safely and within the estimated delivery period.

To the extent permitted by law, we will not be responsible for loss resulting from:

Incorrect information supplied by the customer;
Failure to follow storage instructions after delivery;
Failure to arrange for an authorised recipient;
Unauthorised persons accepting an order;
Delays outside our reasonable control;
The customer’s failure to notify us of a visible delivery problem;
The use of a product after the customer became aware that it may be damaged or incorrect; or
Failure to seek appropriate medical assistance in an emergency.

Nothing in this policy excludes or limits any liability that cannot lawfully be excluded or limited.

40. Consumer rights

Nothing in this Shipping and Delivery Policy is intended to exclude, restrict or replace any right or remedy available under applicable South African consumer-protection law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

41. Changes to this policy

We may update this Shipping and Delivery Policy from time to time to reflect changes to:

Our delivery services;
Courier service providers;
Delivery areas;
Product ranges;
Operational processes;
Pharmacy standards;
Website functionality; or
Applicable legal or regulatory requirements.

The latest version will be published on the Website and will state the date on which it was last updated.

42. Contact us

For order, shipping or delivery enquiries, contact:

Pharmacy: Sebetsebetse Pharmacy
Customer service email: help@sebetsepharmacy.co.za
Telephone number: 010 500 9616
WhatsApp number: 069 857 8663
Operating hours: Monday-Friday: 9h00-17h00, Saturday: Closed, Sunday: Closed, Public holidays: Closed

Physical address: Suite 1, Unit 2 & 3 Balien Park, 453 Jan Smuts Avenue, Blairgowrie, Randburg, Gauteng, 2194

When contacting us about an order, please provide your name, order number and a brief description of the enquiry.