Track an order, plan delivery access, sort an invoice, start a return or find a spare part. Prefer to talk? Call 073 592 7535 — a real person answers, even on Saturdays.
Everything about placing, changing and following an order.
Within one business hour during trading hours, and by 09:00 the next business day for after-hours orders. Stock is held for 24 hours while you pay. If the link expires, email sales@velroviagroup.co.za and we will reissue it.
Yes — as long as it has not been packed. Email sales@velroviagroup.co.za with your order number (AE-YYYY-XXXXXX) and the change you need. Once dispatched, changes become a return and a new order.
We send tracking by email and WhatsApp the moment the courier collects. You can also reply to your order confirmation and we will resend it the same day.
We do. We supply venues, rental fleets, churches, schools and procurement teams with VAT invoices, purchase orders, delivery scheduling and approved 30-day terms. Ask for our trade price list.
Costs, timelines, access requirements and collection.
A flat R149 nationwide, free on orders over R5 000. Collection from our Mbombela showroom is free by arrangement. Outlying areas with bulky items may need a custom quote, always confirmed before dispatch.
1–4 business days to Cape Town, Johannesburg, Pretoria, Durban and surrounds; 3–7 business days for regional and outlying areas. Large appliances are delivered by two-person service, so someone must be on site.
Our Lumen oven and Polaris fridge travel on pallets. Please confirm lift access, doorway widths and a loading zone. If a delivery cannot be completed due to access, a re-delivery fee may apply.
Yes, on request — Namibia, Botswana, Lesotho, Eswatini and Zambia are common. Email us the delivery city and postal code for a landed-cost quote including duties where applicable.
Secure payment options and the paperwork your bookkeeper needs.
Visa and Mastercard (3-D Secure), Instant EFT via PayFast, and bank transfer for orders over R5 000. Trade customers may apply for 30-day terms.
Yes. Every price displayed is in South African Rand and includes 15% VAT. Your tax invoice shows the VAT portion separately for claiming.
Absolutely. Add your company name at checkout or email us a purchase order with your VAT number and billing address. We issue a compliant tax invoice showing our VAT number.
No card details are entered or stored on this website. Payment links route to our South African payment provider’s PCI-DSS compliant, 3-D Secure checkout.
How to return equipment and when refunds are paid.
30 calendar days from delivery for unused equipment in its original packaging. Faulty items are collected free; change-of-mind returns carry a flat R149 collection fee.
Within five business days of the returned item passing inspection, to your original payment method. Bank transfer refunds may take a further 1–2 business days to reflect.
Made-to-order items, opened hygiene-sensitive products, used fuel cans, and equipment damaged by misuse, incorrect voltage or unauthorised repair. Read the full Return & Refund Policy for detail.
Photograph the box and item within 48 hours and email sales@velroviagroup.co.za. We arrange a free replacement or full refund, including courier both ways. Do not use damaged electrical equipment.
Keeping your equipment working for years, not seasons.
Email your order number and product serial to sales@velroviagroup.co.za within 30 days of delivery. Compressor warranties (Polaris fridges) must be registered to activate the extended five-year cover.
Yes. Taps, washers, elements, thermostats, jugs, seals, lids and fuel holders are stocked in Mbombela. Send your model and serial number for availability and a courier quote.
Contact us with a description, photo or short video and serial number. We diagnose remotely first, then courier the part or arrange a partner technician in your region.
Warranty covers manufacturing defects. Consumables and wear items such as glassware, seals and non-stick coatings are inspected case by case, and we always give an honest answer before you ship anything.
If something has gone wrong, we want to hear it. Email our support lead directly with your order number and a short description — we respond within one business day and resolve most issues within 48 hours.