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Delivery Policy

BNSHardware.lk is committed to delivering your orders securely, promptly and transparently. This policy governs all deliveries of goods purchased from BNS Hardware (Pvt) Ltd, in compliance with Sri Lanka’s e-commerce consumer regulations and data protection laws. In particular, we adhere to the Consumer Affairs Authority’s directives (Extraordinary Gazette No. 2332/15, 17 May 2023) requiring clear delivery terms and reliable logistics, and we follow Sri Lanka’s Personal Data Protection Act 2022 (PDPA) – which mirrors EU/GDPR standards – in handling all customer information. We include all legally required information in our order confirmations (such as delivery terms, returns, and privacy notices).

Delivery Methods

We offer multiple delivery and pickup options to suit different needs:

In-Store Pickup: Customers may collect orders free of charge from our main store (No.56/35, Borella Road, Depanama) after receiving a dispatch notification. You must present your order number and valid ID, and inspect items on the spot before taking possession.
Standard Postal Courier: For nationwide delivery, we use Sri Lanka Post, courier and other such postal services. This is a cost-effective option for smaller packages. Delivery typically takes 3–14 business days depending on destination and country. A tracking number (if available) and estimated delivery date will be provided.
Express Courier: For faster shipping, we partner with trusted express couriers (private courier companies). These offer expedited transit (e.g. next-day or 1–3 business days within Colombo, and 2–5 days to other regions). Tracking and delivery updates are provided. Fees are higher than postal delivery and are quoted at checkout.
Bulk Truck Delivery: Large or heavy orders (e.g. construction materials, machinery) are delivered by our own trucks or contracted heavy vehicles. Such deliveries must be scheduled in advance. Customers should ensure access for unloading (ramps, forklifts, or manual assistance as needed). This service is generally limited to Sri Lanka’s road network and delivery times depend on route and order size.

Domestic Delivery (Sri Lanka)

For deliveries within Sri Lanka, we use a mix of our own fleet and reliable third-party couriers. We serve all provinces nationwide. After order confirmation and payment clearance, we aim to dispatch most orders within 1– 15 business days. Typical delivery timeframes (estimated, excluding unexpected delays) are as follows:

Colombo Metro: 1–3 business days (express courier) or 2–5 days (standard courier).
Other Provinces: 3–10 business days with express courier or standard postal service, depending on distance.
Bulk Orders: 5–10+ business days, scheduled.

Exact delivery times and fees are displayed at checkout so you can review them before confirming the order. We handle each order promptly and use only dependable logistics partners, as required by law. We will notify you if any items are on backorder or if expected delivery must be rescheduled.

Fees and Free Delivery

Shipping fees depend on the method, weight/volume of the order, and destination. The cost is calculated in your shopping cart or invoice. In some cases, we offer free standard delivery – for example, for orders above a specified value or for deliveries within a certain area. The eligibility criteria (if any) for free delivery will be clearly communicated on our site or during checkout. Otherwise, standard delivery charges apply. Additional surcharges may apply for remote locations, multi-drop deliveries, or oversized/bulky items.

International Delivery

BNS Hardware ships selected products internationally via global couriers (e.g. DHL, FedEx, Aramex). International customers should note:

Export/Import Duties: Customers are responsible for all customs, duties, taxes or import restrictions of the destination country. BNS Hardware is not liable for delays or charges arising from customs clearance.
Availability: Not all products (especially very large or hazardous items) may be eligible for export. We will inform you if an ordered item cannot be shipped internationally.
Delivery Timeline: Varies by country and shipping service (typically 5–21 business days by air). We will provide a shipment estimate and tracking info.
Documentation: We include required export documents (commercial invoice, shipping labels, etc.). For certain products (e.g. electrical appliances), you may need permits or compliance certificates in your country.
Currency and Payment: International orders are subject to currency conversion and must be pre-paid in full (no cash-on-delivery).
Personal Data and GDPR: For customers in Europe or other regions, we process personal data in compliance with international standards (e.g. GDPR). As the PDPA itself is largely modeled on the EU GDPR, we ensure you enjoy equivalent data rights (access, correction, deletion, consent withdrawal, etc.).

Order Processing and Partial Shipments

Once your order is confirmed, we begin fulfillment. If items are temporarily out of stock or are shipped from different warehouses, we may split the order into partial shipments. In such cases:

Notifications: We will notify you about each shipment and provide tracking information for each parcel.
Charges: You will not be double-charged for shipping on a single order that ships in parts; any applicable shipping fee is based on the aggregate shipment details.
Estimated Delivery: Each shipment will have its own estimated delivery date. We commit to coordinating shipments so that total delivery time is reasonable.

If a part of your order is delayed unexpectedly (e.g. due to supplier issues), we will inform you promptly with a revised delivery estimate.

Acceptance and Inspection of Goods

Upon delivery, please inspect the goods before signing for them. The customer (or an authorized person) should check that:

The number of packages matches the delivery note.
The packaging is intact (no major visible damage).
The items delivered are as ordered.

If you notice any damage, shortage, or discrepancy, you may:

Refuse Delivery: Refuse to accept the damaged item. The delivery agent should note the refusal and reason on the receipt or waybill. We will then arrange a replacement or refund according to our Returns Policy.
Accept with Reservation: If you accept the delivery despite damage (e.g. minor scratch), note the issue on the receipt as “goods received with visible damage” and contact us immediately (within 48 hours).

If the delivery is accepted without comment (signed “OK”), we generally assume the goods were received in good condition. In that case, any claims for hidden damage or defects should be reported to us within 2 days of delivery, so we can investigate and remedy the issue. We comply with Sri Lankan consumer protection requirements on returns, exchanges and warranties for defective goods.

Third-Party Acceptance

If the delivery address is a business or residence where someone else can receive the goods on your behalf (a neighbor, receptionist, family member, etc.), that person may sign for the delivery provided you have informed us in advance and trust them. Once a package is signed for by anyone on your behalf, we consider it delivered. If no authorized person is available at the time of attempted delivery, the courier may leave a notice with redelivery instructions (or return the parcel to the depot). In such cases, please contact us or the courier service to arrange a new delivery time.

Responsibilities

Customer Responsibilities:

Provide complete and accurate delivery information (address, contact phone, email). BNS Hardware is not responsible for delays due to incorrect or insufficient address details.
Be available to receive the delivery at the scheduled time, or make alternative arrangements (e.g. specify a neighbor or office).
For bulk deliveries, ensure access and assistance for unloading (our drivers may not provide unloading help beyond curbside delivery unless arranged).
Inspect goods on delivery and report any issues promptly.
Pay any delivery fees or customs/duty charges applicable under this policy.

BNS Hardware Responsibilities:

Pack items securely for transit and clearly label them.
Arrange shipment via our own vehicles or reputable third-party carriers.
Provide you with tracking information and expected delivery dates.
Notify you in advance if there will be any unusual delay.
Deliver the correct items in good condition (or remedy any errors in fulfillment).
Respect data privacy: we use your personal data (name, address, phone, email) solely to process and deliver your order, and will not share it with unrelated parties. Our communication (SMS, email, phone) will be limited to order updates and customer service, as permitted by data protection laws.

Delivery Updates and Communication

We keep you informed at key stages by SMS and/or email: order confirmation, shipment (with courier and tracking number), and delivery attempt. If we need to reach you about delivery (e.g. to confirm a bulky-item delivery date), we may call the provided phone number. You are encouraged to track your order using the information given. All electronic communications comply with data protection regulations: we obtain your consent to send order-related messages, and you can opt out of marketing messages at any time.

We do not use your contact details for unsolicited marketing without consent. In line with the CAA regulations, we provide privacy notices when collecting data and treat your data securely. For example, we never share your personal data with third parties except for the purposes of delivering your order (courier companies, customs authorities, etc.).

Failed Deliveries and Redelivery

If a delivery attempt fails (no one available, address inaccessible, etc.), the courier will usually leave a notice of attempted delivery. The parcel may be held at a local depot or returned to our warehouse. You should promptly contact us or the courier to reschedule. We typically allow one or two re-delivery attempts. Additional delivery attempts or redirects may incur extra fees, which the customer would bear. If a package is returned to us after failed deliveries, we will arrange re-shipment upon your request, subject to any additional shipping charges.

If after reasonable attempts delivery is impossible (e.g. wrong address and no response from customer), we reserve the right to cancel the order and refund the purchase amount (minus any delivery costs incurred), as permitted by consumer law.

Installation and Post-Delivery Services

For certain products (such as air conditioners, generators, or customized items) we offer optional or included installation services. If installation is selected or required:

We will schedule a technician visit after delivery.
The customer must ensure safe access and power/fixtures for installation.
Any installation charges will be quoted separately (or stated in the product description).

Installation and other after-sales services are subject to separate terms. In all cases, we try to accommodate reasonable requests and comply with implied warranty obligations under Sri Lankan consumer law.

Legal and Regulatory Compliance

This Delivery Policy is designed to align with all applicable legal requirements. In particular:

Consumer Affairs Authority (CAA) Requirements: We comply with the CAA’s e-commerce directions. We provide clear, fair advertising of delivery charges and times, and we use only reliable logistics providers. We include required information in our order confirmations (price, delivery terms, return policy, privacy policy, etc.). We honor consumers’ rights to withdraw or seek redress for defective goods as stipulated by law.
Data Protection: Our handling of personal data (name, address, contact) fully complies with Sri Lanka’s Personal Data Protection Act No.9 of 2022 and with international standards. We collect only the data needed to fulfill orders, protect it with appropriate security, and respect your rights of access, correction and deletion. As noted above, we issue a privacy notice when collecting data and ensure data is processed lawfully (akin to GDPR principles).
Other Laws: We operate under the Consumer Affairs Authority Act No. 9 of 2003 (and its regulations), the Sale of Goods Ordinance, and other relevant laws. By placing an order, you agree to these delivery terms as part of the purchase contract.

We reserve the right to update this Delivery Policy to reflect changes in law or our services. Any changes will be posted on our website. If you have questions about this policy or your rights, please contact our customer service before ordering.

References: Sri Lanka Consumer Affairs Authority (Gazette 2332/15, 17 May 2023) and PDPA 2022 guidelines have been used to inform this policy. All delivery practices are consistent with global best practices for e-commerce logistics and consumer protection.