Order Processing & Fulfilment Policy

Vertex Industrial Solutions
Country: South Africa
Currency: South African Rand (ZAR)

1. Introduction

Vertex Industrial Solutions is committed to providing an efficient, transparent, and reliable order fulfilment process.

This policy explains how orders are received, verified, processed, prepared, dispatched, delivered, and completed.

It applies to purchases made through our official website and authorised sales channels.

2. Order Placement

Customers may place orders through our website or other authorised sales channels.

When placing an order, customers must provide accurate information, including:

Full name or company name
Email address
Contact telephone number
Billing address
Delivery address
Product name, model, and quantity
Any necessary technical specifications

Customers should review their order details before submitting the order.

3. Order Confirmation

After submitting an order, customers will receive an order acknowledgement through an available communication channel.

An order acknowledgement confirms that the order has been received but does not necessarily mean that payment has cleared or stock has been allocated.

Orders are accepted for fulfilment following the applicable verification and confirmation procedures.

4. Accepted Payment Method

Vertex Industrial Solutions accepts Electronic Funds Transfer (EFT).

Customers will receive payment instructions through our official checkout, invoice, or authorised communication channel.

We do not currently offer cash on delivery or payment upon collection.

Orders must be paid in full before dispatch or collection unless a separate written arrangement has been approved for a special order.

5. Payment Verification

EFT payments are normally verified within 1–2 business days, depending on the banks involved.

Customers should use the correct order or invoice number as their payment reference.

Proof of payment may be requested, but orders will not be released until payment has been successfully verified.

If a payment cannot be identified, our support team may request additional transaction information.

6. Unpaid Orders

Orders awaiting EFT payment remain pending.

If payment is not received within 3 business days, the unpaid order may expire unless another payment deadline has been agreed.

When an unpaid order expires:

The order may be cancelled.
Reserved stock may be released.
Customers may place a new order.
Current prices and stock availability will apply.

Customers who have already paid should contact us with their payment reference if their order still appears unpaid.

7. Stock Availability

Products are subject to availability.

Where an item is unavailable, we will contact the customer and explain the available options.

Customers may be offered:

An appropriate alternative product
A revised fulfilment timeframe, subject to agreement
Cancellation and refund where applicable

Substitute products will not be supplied without customer agreement.

8. Standard Order Processing Time

Standard in-stock orders are normally processed within 1–2 business days after payment confirmation.

Order processing may include:

Payment verification
Stock allocation
Product inspection or preparation
Packaging
Shipping documentation
Courier or freight booking
Dispatch confirmation

Business days exclude Saturdays, Sundays, and South African public holidays.

Orders received after 2:00 PM SAST may begin processing the next business day.

9. Delivery Timeframes

Our standard estimated total delivery timeframe is 2–9 business days after successful payment confirmation, including processing and transportation.

Delivery time depends on the destination, product size, stock location, and courier or freight arrangements.

Special-order, custom-built, or oversized equipment may require a different timeframe, which will be communicated before purchase.

The estimated delivery period is not a guarantee against unforeseen transport disruptions, and customers retain their statutory rights if delivery obligations are not met.

10. Delivery Charges

Orders of R10,000 or more qualify for free standard delivery within South Africa, subject to the disclosed exceptions in our Shipping & Delivery Policy.

Orders below R10,000 may incur delivery charges.

Oversized machinery, specialist freight, and remote-area deliveries may attract additional charges.

Any additional charges will be disclosed and agreed upon before payment.

11. Dispatch and Tracking

Once an order has been dispatched, customers will receive confirmation through an available communication channel.

Where courier tracking is available, we will provide the tracking number and courier information.

For specialist freight, delivery arrangements may be communicated directly rather than through an automated tracking system.

12. Order Status Updates

An order may pass through the following stages:

Pending Payment: Order received; awaiting EFT payment.
Payment Verification: Payment is being confirmed.
Processing: Stock is being allocated and prepared.
Ready for Dispatch: Order is packaged and awaiting collection by the carrier.
Dispatched: Order has been handed to the courier or freight provider.
Out for Delivery: Carrier has scheduled or commenced final delivery.
Delivered: Delivery has been completed.
Cancelled: Order has been cancelled in accordance with the applicable policy.

Status updates will be provided where supported by our systems and logistics partners.

13. Warehouse Collection

Selected products may be collected from our warehouse in Midrand, Gauteng.

Collections are available strictly by confirmed appointment.

Customers must provide:

Valid order number
Proof of full payment
Suitable identification where required

Our warehouse does not accept unscheduled visitors or general public browsing.

14. Heavy Machinery and Specialised Freight

Large equipment may require specialist transportation or unloading arrangements.

This may apply to:

Industrial machinery
Agricultural equipment
Commercial refrigeration systems
Large catering appliances
CNC machines
Mobile sanitation units
Other oversized products

Unless expressly included in the quotation, delivery does not include installation, commissioning, forklift hire, crane hire, or specialist offloading.

Any additional requirements will be communicated before the order is finalised.

15. Special-Order and Custom-Made Products

Certain products may be sourced, imported, manufactured, or configured specifically for a customer's requirements.

These orders may require:

A confirmed quotation
An agreed deposit
Technical specification approval
A separate production or sourcing timeframe
A final balance before dispatch

Any material differences from our standard fulfilment arrangements will be communicated before purchase.

16. Order Changes

Customers who need to change an order should contact customer support as soon as possible.

Changes may include:

Delivery address
Product quantity
Product model
Contact information
Collection arrangements

We will attempt to accommodate changes where reasonably possible.

Changes requested after dispatch may require additional arrangements or costs, which will be communicated before being incurred.

17. Order Cancellations

Customers may request cancellation before dispatch.

Eligible standard-stock orders cancelled before dispatch may be refunded without a cancellation fee.

Cancellation requests will normally receive a response within 1 business day.

Reasonable lawful cancellation charges may apply to custom-made or specially ordered equipment.

For more information, refer to our Cancellation Policy.

18. Delivery Delays

If an order is delayed, we will provide updated delivery information as soon as reasonably possible.

Delays may arise from:

Transport disruptions
Severe weather
Courier delays
Remote delivery locations
Stock discrepancies
Specialist freight requirements
Other circumstances beyond our reasonable control

Customers retain their statutory rights relating to non-delivery and delayed fulfilment.

19. Incorrect or Damaged Deliveries

Customers are encouraged to inspect goods upon receipt.

If an item arrives damaged, incomplete, or incorrect, customers should notify us promptly, preferably within 48 hours.

This recommended reporting period helps us investigate transport-related problems and does not limit statutory consumer rights.

Where we supply an incorrect item, Vertex Industrial Solutions will cover the reasonable return transportation costs required to correct our error.

20. Returns and Refunds

Eligible unused standard-stock products may be returned under our voluntary 30-calendar-day return policy.

For approved voluntary refunds, we aim to initiate payment within 5 business days after inspection and approval.

Change-of-mind return shipping costs are payable by the customer where legally permitted.

Statutory return and refund rights remain unaffected.

21. Lost or Undelivered Orders

If a shipment is reported missing or cannot be located, we will investigate with the relevant courier or freight provider.

Where an order cannot be fulfilled, customers will receive an appropriate remedy, including a replacement or refund where required by law.

22. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery information
Ensuring someone is available to receive the goods where required
Advising us of relevant delivery access restrictions
Reviewing order details before payment
Following reasonable collection and delivery instructions

Customers should notify us promptly if their contact or delivery information changes.

23. Customer Support

Customers may contact our support team regarding:

Order status
Payment verification
Product availability
Dispatch information
Delivery tracking
Order changes
Cancellations
Returns and refunds

Call or Whatsapp +27 76 483 6616

Email: Info@vertexindustrialsolutions.co.za

Address: 142 Dallas Avenue, Menlyn, Pretoria

Opening Hours

Mon - Fri : 8 AM - 5:30 PM

Saturday : 8:30 AM - 3:00 PM

Sunday : Closed

24. Consumer Rights

Nothing in this policy excludes or limits mandatory consumer rights under applicable South African law.

Where any provision conflicts with mandatory legislation, the applicable legal requirement will prevail.

25. Policy Updates

Vertex Industrial Solutions may update this policy to reflect operational or legal changes.

The latest version will be published on our website.

Changes will not retrospectively remove accrued statutory rights.