Shipping policy

Last updated: 29 September 2026

Applies to: 4TM products and furniture sold through our online store, quotations, invoices or other approved sales channels.

1. Purpose and Scope

This Shipping & Furniture Delivery Policy explains how 4TM processes, dispatches, transports, delivers and hands over physical products and furniture.

It applies to:

standard products shipped by courier;
smaller parcel orders;
furniture delivered directly by 4TM;
furniture delivered by an approved transport provider;
oversized or heavy products;
made-to-order products;
custom and configured products;
local collection where offered;
deliveries to homes, apartments, estates, offices, hospitality venues and commercial properties.

This policy forms part of the terms applicable to an order. Product-specific information shown on a product page, quotation, invoice or written delivery confirmation may supplement this policy.

Where a product page, accepted quotation or written agreement contains a specific delivery arrangement, that arrangement will apply to that order to the extent that it does not conflict with applicable law.

Nothing in this policy is intended to exclude, restrict or replace any right or remedy that a customer has under applicable South African law.

IMPORTANT FURNITURE DELIVERY NOTICE

Furniture delivery pricing is based on the access information available to 4TM when the delivery is quoted or arranged.

Unless specifically agreed otherwise in writing, a standard furniture delivery quotation assumes that:

the delivery vehicle can safely and lawfully reach a reasonable unloading point;
there is a safe and reasonably direct route from the unloading point to the delivery position;
access is at ground level or through a suitable lift;
doorways, passages, gates and lifts are large enough for the product;
ordinary manual handling is sufficient;
no crane, hoist, lifting platform, scaffolding, specialised rigging or other unusual equipment is required;
no unusual dismantling, removal of doors, windows, balustrades or building fixtures is required;
no extraordinary carrying distance is involved;
no exceptional number of stairs or difficult staircases are involved;
sufficient access, parking and loading permissions have been arranged;
the customer has disclosed all material access restrictions before delivery.

If information supplied by the customer is incomplete, inaccurate or materially different from the actual delivery conditions, additional reasonable delivery, labour, equipment, waiting, access, redelivery, storage or third-party costs may be charged where those costs are caused by the undisclosed or changed conditions.

Where practical, 4TM will discuss additional costs with the customer before undertaking work outside the agreed delivery scope.

If safe delivery cannot reasonably be completed under the conditions found on site, 4TM may stop or postpone the delivery rather than risk injury, product damage or property damage. A further delivery appointment and reasonable additional costs may then be required.

2. Definitions

For purposes of this policy:

"4TM", "we", "us" or "our" means the 4TM business supplying the relevant product.

"Customer", "you" or "your" means the person or entity purchasing or receiving the goods.

"Courier delivery" means delivery through an independent parcel, freight or courier provider.

"Furniture delivery" means delivery of furniture or another bulky item by 4TM or an approved delivery provider.

"Standard delivery" means the delivery service specifically included in the order or delivery quotation.

"Special delivery" means delivery requiring additional labour, equipment, access arrangements, extended carrying, difficult stair access, lifting, rigging, dismantling or other work not included in the standard delivery scope.

"Delivery address" means the address confirmed on the order or subsequently accepted by 4TM in writing.

"Made-to-order product" means a product manufactured after an order is placed, whether or not the customer selects optional finishes, sizes or configurations.

"Custom product" means a product made or materially altered to a customer's specifications, dimensions, branding or other individual requirements.

"Business day" means a day other than a Saturday, Sunday or South African public holiday unless otherwise stated.

3. Order Processing and Production Time

An order may involve two separate periods:

Production or preparation time, and
Transport or delivery time.

A shipping estimate does not necessarily include manufacturing time unless expressly stated.

Products that are in stock may be prepared for dispatch once payment, stock verification and any required order checks are complete.

Furniture, custom products and made-to-order products may require production before delivery can be scheduled.

The applicable production lead time may be shown:

on the product page;
during checkout;
on a quotation;
on an invoice;
in an order confirmation; or
in written correspondence relating to the order.

By placing or accepting an order for a made-to-order or custom product, the customer agrees to the production period or estimated lead time disclosed for that order.

Where no longer period has been agreed for an online transaction, the order will be handled subject to applicable South African electronic-commerce requirements.

Production lead times are estimates unless a specific completion date has been expressly agreed in writing.

4. Estimated Lead Times

Lead times can be affected by:

material availability;
timber selection;
finishing processes;
production scheduling;
quantity;
customisation;
approved variations;
supplier delays;
transport availability;
public holidays;
seasonal demand;
circumstances outside reasonable control.

Where a delay becomes material, 4TM will communicate with the customer as reasonably practical.

A customer who requires delivery by a particular date must disclose that requirement before ordering.

An event date, moving date, installation date, opening date or handover date should not be assumed to be guaranteed merely because it was mentioned informally.

A date is only a guaranteed contractual delivery date if 4TM expressly confirms it as such in writing.

5. Delivery Charges

Delivery charges depend on factors that may include:

order value;
product size;
weight;
packaging requirements;
delivery distance;
delivery region;
accessibility;
number of delivery personnel required;
type of vehicle required;
whether special equipment is required;
whether assembly or installation has been agreed;
whether the delivery is local, regional or long-distance.

A delivery charge displayed at checkout applies only to the delivery method and information used to calculate that charge.

If the delivery information changes materially after checkout, an adjusted delivery charge may be required.

Furniture and oversized products may require a separately confirmed delivery quotation.

6. Courier Delivery for Smaller Products

Suitable products may be shipped using an independent courier or freight provider.

Courier availability depends on:

destination;
parcel size;
product type;
weight;
serviceability of the area;
courier restrictions.

The courier may contact the customer directly using the telephone number or email address supplied with the order.

The customer must provide a delivery address at which someone is reasonably available to receive the parcel during the courier's delivery hours.

Courier deliveries may require a signature, proof of delivery or another confirmation of receipt.

7. Courier Delivery Estimates

Courier delivery estimates are based on normal service conditions and are not guaranteed unless a guaranteed service has specifically been purchased and confirmed.

Courier delays may occur because of:

weather;
road closures;
service disruptions;
depot delays;
address problems;
remote-area routing;
peak-season volumes;
strikes;
security events;
vehicle breakdowns;
force majeure or other external events.

4TM remains the customer's point of contact for a shipment arranged by 4TM and will provide reasonable assistance where a courier shipment is delayed, lost or damaged.

Nothing in this clause removes any legal responsibility that 4TM may have for fulfilling the order.

8. Tracking Information

Tracking information will be provided where the selected courier service supports tracking.

Tracking events are generated by the courier and may not update immediately.

A tracking status such as "delivered" does not prevent a customer from contacting 4TM where the customer reasonably believes that the parcel was delivered incorrectly or cannot be located.

9. Correct Delivery Information

The customer is responsible for supplying complete and accurate information, including where applicable:

recipient name;
street address;
unit or apartment number;
complex or estate name;
postal code;
telephone number;
access instructions;
gate code or security procedure;
receiving hours;
contact person.

The customer must check the delivery information before placing the order.

If incorrect or incomplete information causes a failed, redirected or repeated delivery, the customer may be responsible for reasonable additional costs caused by that error.

10. Changes to the Delivery Address

Contact 4TM as soon as possible if a delivery address must be changed.

An address cannot always be changed after:

an order has been dispatched;
a courier label has been generated;
a furniture delivery has been routed;
a dedicated vehicle has been booked.

A change in address may result in:

a different courier fee;
an additional transport charge;
a new delivery date;
cancellation of a previously agreed transport arrangement.

4TM will confirm whether the requested change can be accepted.

11. Remote and Outlying Areas

Some addresses may fall outside normal courier or furniture delivery routes.

Remote-area delivery can require:

an additional courier surcharge;
delivery to a collection point;
a longer delivery period;
a dedicated transport quotation;
an alternative handover arrangement.

Where a standard online delivery charge does not reasonably cover the actual destination, 4TM will contact the customer before proceeding with the affected delivery arrangement.

12. Furniture Delivery by 4TM

4TM may directly deliver furniture and other suitable bulky products.

Furniture delivery is scheduled once:

the product is complete;
any required balance has been paid;
the customer has confirmed delivery information;
access requirements have been disclosed;
a suitable delivery date has been agreed.

Furniture delivery is not automatically the same as installation, assembly, moving services or building works.

The exact service included should be confirmed before delivery.

13. Standard Furniture Delivery

Unless otherwise agreed in writing, a standard furniture delivery generally means transporting the purchased item to the agreed address and moving it through normal, safe and reasonably accessible access to the agreed delivery position.

Standard furniture delivery does not automatically include:

crane lifting;
hoisting over balconies;
external lifting;
rope access;
scaffolding;
cherry pickers;
material lifts;
powered stair-climbing equipment;
removal of windows;
removal of doors or frames;
removal of balustrades;
structural alterations;
specialist rigging;
removal of existing furniture;
disposal services;
extensive furniture rearrangement;
extended waiting time;
moving unrelated items;
electrical work;
plumbing;
wall modifications;
permanent fixing or installation unless expressly included.

14. Customer Duty to Disclose Access Conditions

Before furniture delivery, the customer must disclose any access condition that could reasonably affect the delivery.

This includes, where relevant:

apartment or multi-storey delivery;
floor number;
stairs;
narrow staircases;
spiral staircases;
steep stairs;
tight landings;
small lifts;
limited lift weight capacity;
narrow doors;
low ceilings;
narrow passages;
sharp turns;
security gates;
long carrying distances;
gravel, sand, mud or uneven surfaces;
steep driveways;
low-clearance parking entrances;
restricted truck access;
vehicle height restrictions;
estate security procedures;
delivery booking systems;
loading-zone restrictions;
restricted delivery hours;
pedestrian-only zones;
construction-site conditions;
incomplete buildings;
required permits;
difficult parking;
no nearby unloading point.

Where there is doubt, the customer should disclose the issue before delivery.

15. Multi-Storey Buildings

The customer must tell 4TM before delivery if the product is going above or below ground level.

The customer should confirm:

the floor number;
whether a lift is available;
lift door dimensions;
internal lift dimensions;
lift load limit where relevant;
whether the building permits furniture delivery in the lift;
number and width of stairs if a lift is unavailable;
stair landing dimensions;
whether there are turns that may restrict the item.

A normal delivery charge should not be assumed to include significant stair carrying, especially for heavy or oversized furniture.

16. Additional Manpower

Some furniture can be safely handled by the delivery personnel included in the quoted delivery service.

Other items or access conditions may require additional people.

Additional manpower may be required where:

an item is unusually heavy;
an item is large or awkward;
stairs are involved;
carrying distance is excessive;
access is narrow;
manual lifting risk is increased;
the product must be carefully rotated or manoeuvred through confined spaces.

If additional manpower was required because of circumstances that were not reasonably disclosed when delivery was quoted, reasonable additional labour charges may apply.

17. Special Lifting and Access Equipment

The customer must disclose where there is reason to believe that ordinary furniture handling will not be sufficient.

Special equipment may include:

lifting platforms;
furniture lifts;
cranes;
hoists;
rigging;
scaffolding;
specialised stair equipment;
access machinery.

Special equipment is not included in a normal furniture delivery unless expressly stated.

Where special equipment is required, 4TM may:

obtain a separate quotation;
require a specialist third party;
require the customer or building manager to arrange the equipment;
postpone delivery until safe access is available.

No special lifting operation will be undertaken merely because the product has already arrived on site if the operation has not been safely planned.

18. Site Assessments

For large, heavy, high-value or difficult furniture deliveries, 4TM may request:

photographs;
videos;
measurements;
building plans;
lift dimensions;
access drawings;
a site visit.

A site assessment may be quoted separately.

A site assessment reduces risk but does not guarantee that every hidden or changed condition will be identified.

19. Measurements and Fit

It is the customer's responsibility to ensure that the purchased product can physically reach the intended position unless 4TM has expressly accepted responsibility for an access assessment.

Customers should measure:

entrance doors;
internal doors;
gates;
passages;
stair widths;
stair heights;
landings;
lift openings;
lift interiors;
ceiling heights;
turning spaces;
the final product location.

The dimensions shown on the product page should be considered together with the space required to rotate and manoeuvre the item.

A doorway that is wider than the product's narrowest dimension does not necessarily mean the item can pass through the entire route.

20. Product Does Not Fit Through the Access Route

If a product cannot reach the intended position because the access route is too small or unsuitable, 4TM will discuss reasonable available options.

Depending on the circumstances, these may include:

delivery to another accessible position;
rescheduling;
partial disassembly where the product is designed to allow it;
a specialist lifting solution;
return to storage;
cancellation or other remedies where applicable under law and the relevant returns terms.

The customer may be responsible for reasonable additional costs caused by incorrect or incomplete access information, subject to applicable law.

21. Delivery to Estates, Complexes and Secure Buildings

The customer is responsible for obtaining any permissions required for delivery.

This may include:

visitor clearance;
contractor access;
delivery bookings;
security codes;
loading-bay bookings;
lift bookings;
moving permits;
estate delivery windows;
vehicle permits.

The customer should arrange these before the scheduled delivery time.

If access is refused because required permissions were not arranged, the delivery may be treated as a customer-caused failed delivery.

22. Parking and Unloading

The customer must disclose known parking or unloading restrictions.

The customer is responsible for arranging any customer-controlled access permission reasonably required at the property.

Where paid parking, loading permits or other unavoidable site-specific fees arise solely because of the delivery location, those costs may be included in the delivery quotation or charged as reasonable additional delivery costs if they were not disclosed beforehand.

4TM will not unlawfully park, block roads, create an unsafe obstruction or ignore lawful property-access rules in order to complete a delivery.

23. Long Carrying Distances

A furniture delivery quotation may assume a reasonable distance between the delivery vehicle and the delivery position.

If the vehicle must park unusually far from the building or final delivery position, extra labour, handling equipment or time may be required.

Examples include:

pedestrian estates;
farms;
large hospitality properties;
shopping centres;
office campuses;
restricted vehicle zones;
basement parking that cannot accommodate the delivery vehicle.

These conditions should be disclosed before delivery.

24. Site Readiness

The delivery route and final position must be ready before the delivery team arrives.

The customer should ensure that:

loose objects are removed;
the route is clear;
existing furniture is moved where necessary;
floors are reasonably clear and safe;
pets are secured;
children are kept away from the active carrying route;
building work does not obstruct the delivery;
wet paint, wet floors or active construction do not create unreasonable risk;
the final position is accessible.

4TM is not responsible for general site preparation unless it forms part of the agreed scope.

25. Unsafe Delivery Conditions

4TM may refuse to continue a delivery where, acting reasonably, the delivery team considers the conditions unsafe.

Examples may include:

unsafe staircases;
inadequate lifting personnel;
unstable ground;
active construction hazards;
dangerous weather;
inadequate lighting;
unsafe rigging requests;
blocked fire routes;
unrestrained animals;
instructions that could reasonably cause injury or serious property damage.

Stopping an unsafe delivery is not intended as a cancellation of the underlying product order.

The parties can arrange a safer delivery method.

26. Protecting the Property

4TM will take reasonable care while delivering furniture.

The customer should identify any particularly sensitive surfaces or conditions before delivery, including:

delicate floors;
recently refinished floors;
narrow painted walls;
fragile stair rails;
low hanging lights;
artwork;
glass panels;
landscaping;
concealed hazards.

Ordinary furniture delivery does not include structural protection works or the installation of floor coverings throughout the property unless specifically agreed.

27. Pre-Existing Property Damage

Where practical, the customer should identify significant pre-existing damage in the delivery route before delivery begins.

4TM may photograph:

access points;
narrow passages;
stairs;
the item;
packaging;
the final delivered position

for delivery-record and damage-assessment purposes.

Such records do not remove any legal rights or automatically determine responsibility.

28. Removal of Existing Furniture

4TM does not automatically remove or dispose of old furniture.

If removal, relocation or disposal of existing furniture is required, it must be agreed before the delivery.

The delivery team is not required to move heavy unrelated furniture merely to create access where that work was not part of the delivery quotation.

29. Assembly

Some products may require assembly.

Assembly is included only where:

the product listing says it is included;
the quotation includes it; or
4TM confirms it in writing.

Where assembly is not included, the product may be delivered in its intended transport configuration with assembly instructions where applicable.

30. Installation

Installation is different from delivery and assembly.

Installation may include activities such as:

wall fixing;
anchoring;
levelling;
joining components;
site-specific adjustment.

Installation is included only when expressly stated.

Electrical, plumbing, structural or other regulated work is not included unless explicitly arranged with a suitably qualified provider.

31. Delivery Appointment

Furniture delivery is generally scheduled in advance.

The customer must provide a working telephone number and be reasonably reachable around the delivery period.

Delivery times may be given as a window rather than an exact minute.

Traffic, loading conditions and the time required for earlier deliveries can affect arrival time.

If a material delay occurs, 4TM will make reasonable efforts to communicate it.

32. Customer Availability

The customer or an authorised adult representative must be available to receive the furniture at the agreed time.

The authorised person should be able to:

provide access;
identify the delivery location;
inspect the product;
approve reasonable placement decisions;
sign or acknowledge delivery where required.

If someone other than the purchaser receives the goods, that person may be treated as authorised to accept delivery unless 4TM has been told otherwise in advance.

33. Failed Furniture Delivery Caused by Customer or Site Conditions

A delivery may be considered unsuccessful where 4TM arrives at the agreed location and cannot reasonably complete delivery because of circumstances such as:

no authorised person is present;
access is refused;
security clearance was not arranged;
the address is incorrect;
the customer cannot be reached;
the building's delivery booking was not made;
the access route is materially different from what was disclosed;
the item cannot fit through the disclosed route;
the site is unsafe;
special equipment is required but was not disclosed;
additional manpower is required because material access information was withheld or inaccurate.

In these circumstances, the customer may be charged reasonable actual or reasonably incurred costs associated with the failed attempt, return transport, storage, additional labour, special equipment or redelivery.

This does not apply where the failed delivery was caused by 4TM's own breach or failure.

34. Redelivery

If delivery must be rescheduled for a customer-caused reason, a redelivery charge may apply.

The new delivery date will depend on:

route availability;
workshop schedule;
delivery personnel;
vehicle availability;
any special equipment required.

A failed delivery does not guarantee next-day redelivery.

35. Waiting Time

A normal delivery quotation assumes reasonable access without excessive waiting.

Additional waiting charges may be considered where the delivery team is materially delayed because:

the customer is not present;
security access is not ready;
a lift booking has not begun;
a loading bay is unavailable;
the site is not prepared;
contractors prevent access;
the customer requests the team to wait for unrelated work.

Any waiting-time charge must be reasonable in relation to the circumstances.

36. Storage Where Delivery Is Delayed by the Customer

Once a made-to-order or furniture product is complete, 4TM will contact the customer to arrange delivery or collection.

If the customer cannot accept the product within a reasonable period after it is ready, 4TM may arrange storage.

Reasonable storage charges may apply where:

delivery is repeatedly postponed by the customer;
the customer requests an extended hold;
site completion is delayed;
the customer is unavailable for an extended period.

Any storage charge will be communicated before or when it begins to accrue where reasonably practical.

Storage does not transfer responsibility for an undelivered product in a manner inconsistent with applicable law.

37. Rescheduling by the Customer

Customers should provide as much notice as possible when requesting a furniture-delivery date change.

Where 4TM has already incurred non-refundable third-party transport, equipment, labour or route-booking costs, reasonable costs associated with the change may be payable by the customer where permitted by law.

38. Rescheduling by 4TM

4TM may need to reschedule delivery because of:

vehicle problems;
unsafe weather;
production delays;
staff illness;
transport disruptions;
access emergencies;
circumstances outside reasonable control.

Where 4TM needs to reschedule, it will communicate with the customer and arrange a new reasonable delivery time.

Customer-caused redelivery fees will not be charged where 4TM is responsible for the failed or postponed delivery.

39. Split Deliveries

An order containing multiple products may be delivered in more than one shipment where:

products have different production times;
different courier services are required;
furniture and parcel products require different transport;
partial delivery has been agreed.

Where a split shipment creates an additional customer charge, that charge will be disclosed or agreed as required.

40. Collection

Where collection is offered, the customer must wait for confirmation that the order is ready.

The customer is responsible for arriving with:

a suitable vehicle;
appropriate load space;
suitable tie-downs or restraints;
adequate weather protection;
enough persons to load or unload if agreed as the customer's responsibility.

4TM may refuse to load a product into a vehicle where doing so would obviously create a serious safety risk or an unreasonable likelihood of damage.

41. Customer-Appointed Courier or Transporter

A customer may, where agreed, arrange an independent courier or transporter.

The collection time must be confirmed with 4TM.

Where the customer independently appoints and controls a transporter, responsibility for the transporter and its conduct will be determined by the applicable agreement and law.

4TM will still package or hand over the product in the manner agreed for the order.

Any limitation of 4TM's responsibility will apply only to the extent permitted by law.

42. Packaging

Products are packaged according to their size, fragility, transport method and reasonable protection needs.

Furniture packaging may be designed primarily for delivery protection and may not be intended for long-term storage.

The customer should retain packaging temporarily where a delivery-damage issue is discovered, because the packaging condition may assist investigation.

43. Inspection on Delivery

Customers should inspect delivered goods as soon as reasonably possible.

For furniture, the customer should, where practical, check:

the correct item was delivered;
the correct quantity was delivered;
there is no obvious transport damage;
major visible components are present;
the product corresponds materially with the order.

A delivery signature or proof of delivery confirms receipt of the goods but does not waive statutory rights relating to defects, concealed damage or other rights that cannot lawfully be waived.

44. Visible Delivery Damage

If obvious damage is visible at delivery:

Tell the delivery person immediately where practical.
Photograph the product and packaging.
Note the damage on the delivery document where possible.
Contact 4TM promptly.

Do not attempt extensive repair, refinishing or modification before 4TM has had a reasonable opportunity to assess the issue.

45. Concealed Damage

Some transport damage may not be visible until packaging is removed.

If concealed damage is found:

stop using or assembling the affected product if continued use could worsen the damage;
take clear photographs;
retain relevant packaging;
contact 4TM promptly with the order information.

4TM will assess the appropriate remedy in accordance with the order terms and applicable law.

46. Courier Loss

If a courier shipment appears lost, contact 4TM.

4TM may first investigate with the courier before deciding the next appropriate step.

The customer should not be required to resolve a courier claim alone where 4TM arranged the courier service.

47. Incorrect Delivery

If you receive:

the wrong product;
the wrong quantity;
a parcel intended for another customer;

contact 4TM and do not intentionally use, alter or dispose of the incorrect goods while the matter is being resolved.

48. Delivery Acceptance and Placement

For furniture, the customer should identify the intended delivery position before the item is brought into the premises.

Reasonable placement within the agreed room may be included where this can be done safely.

Repeated movement, room rearrangement or moving the product between multiple locations after initial placement is not automatically included.

49. Natural Materials and Delivery

Natural timber and other natural materials can vary in:

colour;
grain;
figure;
texture;
tone.

These natural characteristics are not transport damage.

The product should be assessed against its ordered specification and reasonable expectations for a natural material.

50. Environmental Acclimatisation

Furniture may react to changes in:

temperature;
humidity;
direct sunlight;
indoor climate.

Customers should place and use furniture in an environment reasonably appropriate for the material and finish.

Transport from one climate to another can result in minor short-term material movement.

Any concern should be reported rather than immediately altered or repaired.

51. Made-to-Order and Custom Furniture

Made-to-order and custom furniture often requires a longer production period than stocked products.

The applicable lead time should be confirmed before or at the time the order is accepted.

Custom dimensions, finishes or modifications can also affect:

delivery size;
weight;
packaging;
access requirements;
manpower requirements.

The customer must reassess access when approving a custom size.

Do not assume that because a standard version would fit through a doorway, a larger custom version will also fit.

52. Changes After Ordering

A change to:

product size;
quantity;
material;
configuration;
finish;
address;
delivery floor;
access conditions;
installation requirement

may affect both price and delivery.

Changes are only binding when accepted by 4TM.

53. Free Shipping Promotions

Where a free-shipping promotion is offered, it applies only according to the stated promotional conditions.

Free parcel shipping does not automatically include:

furniture delivery;
special freight;
remote-area surcharges;
special handling;
installation;
cranes;
additional manpower;
difficult-access charges.

54. Delivery Outside South Africa

International shipping is available only where expressly offered or individually confirmed.

International orders may involve:

customs charges;
import duties;
taxes;
customs delays;
export packaging;
freight forwarding;
local destination charges.

The applicable responsibilities will be confirmed before an international order is accepted where such shipping is available.

55. Delays Outside Reasonable Control

4TM is not responsible for failing to meet an estimate where performance is prevented or materially delayed by circumstances beyond reasonable control, subject always to the customer's non-excludable statutory rights.

Examples may include:

severe weather;
flood;
fire;
civil disturbance;
road closure;
widespread transport disruption;
government restriction;
major supply interruption;
strikes outside 4TM's reasonable control;
natural disaster.

This clause does not permit 4TM to retain payment indefinitely where applicable law gives the customer a right to cancel or obtain another remedy.

56. Liability and Statutory Rights

4TM will not rely on this policy to avoid responsibility that cannot lawfully be excluded.

Nothing in this policy:

removes rights under the Consumer Protection Act where it applies;
removes applicable rights under the Electronic Communications and Transactions Act;
excludes liability where exclusion is prohibited by law;
requires a customer to waive a statutory remedy.

Any clause allocating responsibility to the customer applies only to the extent that the relevant cost, loss or failed delivery was actually caused by the customer's act, omission, inaccurate information, failure to prepare the site or other circumstance for which the customer may lawfully be held responsible.

57. Reasonable Additional Charges

Where this policy allows an additional charge, the purpose is to recover reasonable additional delivery-related cost rather than impose an arbitrary penalty.

Depending on the circumstances, an additional charge may reflect:

additional labour;
a larger delivery team;
equipment hire;
specialist lifting;
third-party transport;
return transport;
redelivery;
storage;
waiting time;
access permits;
additional distance;
changed destination.

Where reasonably practical, the customer will be informed of the additional cost before the additional work is undertaken.

58. Quotations Based on Information Supplied by the Customer

A delivery quotation is based on the information reasonably available when it is prepared.

If the customer supplies photographs, measurements or access information, 4TM is entitled to use that information when planning the delivery.

If the actual conditions are materially different, the delivery scope may need to change.

This is especially important for:

apartments;
multi-storey buildings;
wine farms;
hotels;
estates;
shopping centres;
offices;
construction sites;
narrow historic buildings;
properties with restricted vehicle access.

59. No Assumption of Special Access

The fact that an online order accepts a delivery address does not mean that 4TM has inspected or approved the physical access route.

An online shipping calculation is not a site assessment.

The customer must separately disclose exceptional furniture-delivery requirements.

60. Communication Before Furniture Delivery

4TM may request a delivery-access confirmation before dispatch.

The customer may be asked to confirm:

delivery address;
floor;
stairs;
lift;
parking;
security;
access distance;
product placement;
delivery contact;
delivery date;
unusual handling conditions.

Failure to provide requested information may delay delivery where proceeding without it would create unreasonable risk.

61. Suggested Access Information for Customers

For large furniture, customers are strongly encouraged to provide the following before delivery:

Property type: house / apartment / office / hotel / estate / other

Floor: ground / first / second / other

Lift available: yes / no

Stairs: yes / no

Narrow or spiral staircase: yes / no

Restricted parking or loading: yes / no

Estate or security booking required: yes / no

Long carry from vehicle: yes / no

Special lifting may be required: yes / no / unsure

Existing furniture must be moved: yes / no

Assembly or installation required: yes / no

Known access concern: describe it

Where appropriate, photos or short videos of the route can significantly improve delivery planning.

62. Complaints and Delivery Queries

If there is a problem with a shipment or furniture delivery, contact 4TM with:

order number;
customer name;
delivery address;
description of the issue;
photographs where relevant;
tracking number where applicable.

4TM will investigate and respond according to the nature of the issue, the order terms and applicable law.

63. Relationship With the Returns and Refunds Policy

This Shipping & Furniture Delivery Policy deals primarily with transport and delivery.

Returns, cancellation, refund, defective-product and change-of-mind rights are governed by:

applicable law;
the 4TM Returns / Refund Policy;
product-specific terms;
any accepted quotation or custom-order agreement.

Where there is an inconsistency, mandatory law takes precedence.

64. Policy Updates

4TM may update this policy from time to time.

The version applicable to an order will generally be the version in effect when the order is placed, together with any later delivery arrangement that the parties expressly agree.

Furniture Delivery Access Acknowledgement

Furniture Access & Additional Delivery Costs
Your delivery price is based on the access information provided to us. Please tell us before delivery about stairs, upper floors, small lifts, narrow passages, long carrying distances, restricted parking, estate access requirements, or any need for extra manpower or lifting equipment. If the actual conditions are materially different from those disclosed and additional labour, equipment, waiting, storage or redelivery is reasonably required, additional charges may apply. If delivery cannot be completed safely, we may stop and reschedule the delivery. Nothing in this notice limits your statutory consumer rights.