Delivery Information

1. Verification of Sales Order

To ensure we deliver exactly what you've envisioned, please verify the details on your sales order at the time of purchase: the product, colour, model, quantity, delivery address, and any special instructions. These details help us plan your delivery so everything arrives just as you expect.

2. Delivery Timeline & Free Delivery Slots

Our standard delivery lead time is typically 7 to 10 days from purchase (this may vary slightly during busy periods), Mondays to Fridays during normal business hours, unless otherwise agreed.

Enjoy Free Delivery on orders of Rs 10,000 or more. For purchases under Rs 10,000, collection can be arranged from our store at your convenience.

Our Planning Team will offer you a selection of free delivery dates:

• First Date: The first available date for your delivery.
• Second Date: If the first date isn't convenient, a second date 2 days later.
• Third Date: If the second date still doesn't work, a third date up to 7 days later.
• After the Third Date: If none of the three dates are convenient, we plan your delivery on a mutually agreed date, which incurs a delivery fee of Rs 2,500 excluding VAT.

3. Postponement Policy

• Before Delivery: You may postpone for free up to 48 working hours before the scheduled date. Any change after that incurs Rs 2,500 excluding VAT per postponement.
• On the Day of Delivery: If you adjust your delivery on the scheduled day, a re-delivery fee of Rs 2,500 plus VAT applies.
• Re-thinking Product Choice: If you change your mind when our delivery team is there, we'll help with the return, re-stocking and re-delivery at applicable costs, and share the cost details on the spot. All returns follow Teak World's Return Policy and are subject to approval.
• Change of Address or Delivery Date: Changes made up to 48 working hours in advance are free; changes after that incur a Rs 2,500 excluding VAT fee.

4. Storage Fee Policy

• Free Storage: Up to 20 days of free storage from the date your product is reserved (in stock) or your sales order is placed (on-order item received and you have been notified).
• Storage Fees: After 20 days, a storage fee of 10% of the item's sales value (before VAT) applies per month or part month.
• Billing: Storage fees are billed at the beginning of each month.
• After 4 Months: If storage fees remain unpaid after 4 months from the reservation date, your item is made available for resale. Any unpaid fees are deducted from your deposit, and the remaining (non-refundable) balance is credited to your account as store credits; no refunds are issued.
• Reminders: We send friendly reminders about storage fees at the beginning of each month.

5. Special Delivery Terms

• Express Deliveries: For express or time-specific requests we can accommodate within 24 to 72 hours, subject to agreement and feasibility, at a fee of Rs 5,000 excluding VAT.
• Made-to-Order Items: Custom or made-to-order items may take 4 to 6 months. Storage fees apply if the item is stored beyond the 30-day free storage period once it arrives in-store and you have been notified.
• Free Delivery Conditions: Free delivery applies from the ground floor up to the second floor, provided there is easy access via wide staircases or lifts.
• Chargeable Delivery: For deliveries to the third floor and above, a fee from Rs 3,000 applies (depending on access), confirmed with you in advance.
• Assembly on Another Day: If you prefer assembly on another day, an additional charge from Rs 3,000 applies (depending on the items), confirmed with you beforehand.
• Optional Plastic Wrapping (after delivery): On request at the time of purchase, we can wrap your furniture to protect it from dust and damage for Rs 500 excluding VAT per item, billed separately.
• Access: We may need to refuse delivery to inaccessible or remote locations, and will notify you in advance of any additional charges. Deliveries are carried out through doors, staircases and lifts only, not balconies or other alternative means.

6. Delivery Center as Your Point of Contact

Once your delivery reaches our Delivery Center, the Delivery Center team becomes your sole point of contact and handles everything from updates to finalising the delivery. Our Sales Team is no longer involved in further scheduling.

If you have any questions, simply call 86900 (extension 2) or email delivery-dc@teakworld.mu.

7. Communication Methods

We keep you informed every step of the way. Teak World sends delivery notifications by email and SMS, and may reach out via WhatsApp or a phone call for specific matters.

8. Cancellation and Return Process

If you request a return after delivery (within a maximum of 3 days from delivery), we're here to help. Additional charges may apply depending on the product condition and handling requirements. All returns follow Teak World's Return Policy and are subject to approval.

9. Your Role in a Smooth Delivery

• Presence Required: Someone aged 18 or above must be present to receive and sign for the delivery, and a valid ID may be requested. If no eligible person is available, a missed-appointment fee of Rs 2,500 excluding VAT applies. Let us know at least 2 working days in advance to reschedule at no cost.
• Verification of Items: Please inspect your items while our delivery team is on location and report any damage or discrepancy right away. After an item is accepted, we're unable to consider damage claims.
• Self-Mounting Disclaimer: If you prefer to mount the product yourself, we require a signed Self-Mounting Disclaimer Form; any damage during self-mounting is your responsibility.
• Access & Entry: Please ensure the delivery location is accessible, and tell us in advance about any obstacles or restrictions.
• Clearance: Make sure the area where the product will be placed is ready and free of obstacles.
• GPS Coordinates: Our Sales Team will gather your GPS coordinates to optimise the route and avoid delays.
• Long Walking Distance: If the distance from parking to the delivery location exceeds 50 metres, please let us know at the time of sale.

10. Liability and Risk

Teak World strives to provide a smooth, hassle-free delivery. We are not liable for damage to property during delivery or assembly, as it is the customer's responsibility to ensure delivery paths are clear and accessible. If an issue occurs due to a fault on our part, we will investigate and work with our insurer to determine appropriate compensation.

11. Behaviour Towards Teak World Staff

We are committed to a positive, safe and respectful experience for everyone, and we kindly ask that you extend the same respect to our staff. Verbal abuse, threats, harassment or physical violence will not be tolerated.

• Immediate Suspension: Inappropriate behaviour results in an immediate suspension of the delivery service.
• Service Termination: If inappropriate behaviour continues, we reserve the right to cancel the order.
• Legal Action: In the event of physical violence, we may involve law enforcement.
• Right to Refuse Service: Teak World reserves the right to refuse service to any customer engaging in inappropriate behaviour.

12. Force Majeure

Teak World is not liable for delays caused by events beyond our control, such as natural disasters, strikes, transportation delays or government regulations. If your item is out of stock, we will notify you as soon as it becomes available and offer alternatives or the option to wait for restock.

13. Third-Party Delivery Partners

To provide the best service, we may work with third-party delivery partners. While we strive for timely deliveries, Teak World may not be responsible for delays caused by third-party carriers.

14. Reporting Inappropriate Behaviour

Your experience matters to us. If you feel you've been treated unprofessionally or unfairly, or you've witnessed inappropriate behaviour from a staff member, please let us know. We take all concerns seriously and will work with you towards the best possible resolution.

• Reach our Customer Experience Team on 86900 or at customercare@teakworld.mu.
• For more serious matters, we escalate to senior management for resolution in line with our company policies.