FAQ

Frequently Asked Questions

Do you deliver to the airport?

We offer delivery and collection at Cape Town International Airport from Mon-Fri 08h00-17h00 and Saturday 08h00-12h00. Should you wish for your delivery or collection to be outside of these timeframes we charge an additional fee.

When you order your rental products please provide us with your itinerary (flight details) and car rental provider (where applicable) so that we can correctly book your order. 

Where possible kindly inform us of any (flight) delays or changes. Please use our office phone for notifications (+27 79 396 1055).

We generally work with a 45 minutes lead time from touch-down to car rental provider. Unless agreed differently a team member or driver from Anew will meet you at the car rental provider’s reception with your car seat(s) and/or other rental products.

We have a maximum waiting time of 30 minutes, thereafter there will be an additional charge.

What is included in the delivery fee?

The delivery fee includes delivery, and collection at the completion of an order. If a team member of Anew has to return to the property for any reason that is outside of our control, there will be an additional charge. Typically that charge is a one way delivery fee to your location.

How is the delivery fee calculated?

Delivery fees are determined by the distance and time from our location to yours. There may be extra fees for same day delivery, delivery outside of normal business hours, or on public holidays. Please contact us at hello@a-new.co.za to get the most accurate delivery costs.

 

Can I collect my order

You can choose to collect your order from our office in Woodstock, Cape Town ~ 17 Woodlands Road, Woodland House Unit 3. Orders can be picked up in consultation. If you want to pick up your order, please contact us at hello@a-new.co.za after placing your order. We will then arrange a collection appointment and exclude delivery and collection costs from your quote.

Packaging and boxes with courier deliveries

When products are delivered by a courier the products will be boxed. We ask you to keep these boxes so that you can use them to return the products. The courier will not accept products that are not properly boxed/wrapped upon collection, as this can cause damage to the products.

Is there a minimum rental period?

As a general rule, we have a five day minimum rental period. This applies to all rental products. If you are interested in a one or two day rental, please reach out to see if we can accommodate your request.

How far ahead of time should I place an order?:

The sooner, the better! Our busiest seasons are Spring, Summer, Easter and the Winter school holidays. It is not uncommon that we run out of car seats, cots and other popular rental products during these times. We recommend placing your order as early as possible to prevent disappointment.

How does renting a breast pump work?

For hygienic reasons we only rent out the actual breast pump machine (Spectra S1). The breast shields that you require to express are sold separately. This is to make sure that you will receive the pump with no concerns about the state of the product that comes into contact with the mom’s skin.

This breast shield kit is available for R279,- and includes the breast shield, tubing, valve and back-flow protector. Avent bottles can be used in combination with the Spectra breast pump or a specific Spectra bottle. The Spectra bottle is sold at R50,-.

If you would want to use the breast pump double sided (expressing simultaneously) you would have to purchase two sets of breast shield kits.

How much do the rental products cost?

Our business model includes both short term and long term renting. Essentially the longer you rent the relatively cheaper the unit (daily or monthly) prices become. For more information about pricing please have a look at the product pages.

Can I extend the rental period for the products that I am currently renting?

When you rent your products you will rent them for a fixed period. If you would like to extend the rental period, please send us a message prior to the end of your rental period. This allows us to make sure your products will still be available. In case there is availability we will invoice you for the additional rental period. 

Rental extensions below fourteen days will be quoted pro rata with an additional administration fee of R100,-. Any extension above fourteen days will be quoted with the monthly rate. No administration fee will apply. 

Can I extend the rental period for the products that I am currently renting?

When you rent your products you will rent them for a fixed period. If you would like to extend the rental period, please send us a message prior to the end of your rental period. This allows us to make sure your product will still be available. In case there is availability we will invoice you for the additional rental period. Rental extensions below fourteen days will be quoted pro rata with an additional administration fee of R100,-. Any extension above fourteen days will be quoted with the month rate, no administration fees will apply. 

What is your cancellation policy?

Once a booking is confirmed and you want to cancel all or any part of the requested rental product(s) you will receive a refund as follows: 

Refund Non-Peak/Peak Season Dates
 

Refund Non and Peak Season Dates
100% Refund 1 calendar month or more prior to start of reservation
50% Refund 30 – 15 days prior to start of reservation
25% Refund 14 – 7 days prior to start of reservation
0% Refund 7 days prior to start of reservation
*The cost for insurance, collection/delivery and set up/break down will be fully refunded regardless of cancellation time frame. A service fee of R150 will be charged.  


Can I fly with or take a rental product abroad?

Rental products can be taken on holiday (overseas). Should something happen to the products during your holiday or trip outside of the Republic of South Africa this damage or loss won’t fall under our insurance cover. It however can be covered by your travel insurance. Always contact us at hello@a-new.co.za to report theft, loss or damage.

What do I do if I don’t know how to operate the rental products?

When your order is confirmed we will send you a welcome letter which includes YouTube videos from the manufacturer and where needed the product manufacturer’s website for information and instructions about the products that you are renting. When renting a car seat we will always provide you with manufacturer’s videos that provide installation instructions.

Do you install car seats?

Anew and its employees and drivers are by law not allowed to install car seats for clients. When renting a car seat we will always provide you with manufacturer’s videos that provide installation instructions. On top of that, basic instructions are also typically printed on the car seat itself as a reminder/guide.

International payment options

We can provide international clients a Yoco payment link that allows them to pay with any (international) card. Yoco transactions are protected by advanced 3D-Secure technology and offer notifications to both parties. Please do take note that 4% will be added for international transfer fees. If you require a payment link for your order please let us know so that we can generate one for you.

What forms of payment do you accept?

We accept EFT payments from all South African banks and offer international clients a Yoco payment link that allows them to pay with any (international) card. Yoco transactions are protected by advanced 3D-Secure technology and offer notifications to both parties. Please do take note that 4% will be added for international transfer fees. If you require a payment link for your order please let us know so that we can generate one for you.

What does the Anew insurance include?

Anew’s insurance covers 100% of the repair costs if your rental product is damaged during the rental period. This only concerns damage that can be expected with normal use of the products.

Damage caused by misuse of the products is not covered by this insurance. In that case, the costs for the repair or replacement of a part will be charged to the client directly. When damage is not reported to us in time, the costs for repair or replacement will be charged to the client as well.

Any production errors or defects from the manufacturer will of course not be charged, but we do ask you to report and document them immediately so that we can replace the rental product for you.

What is not covered by the insurance fee?

Please note that certain things are not covered by our insurance, such as: theft of products, loss of products, deliberately damaged products and damage, loss or theft of the rental products on holiday.

For theft or loss of products, your own liability insurance often does cover the repair or replacement costs. Please ask your insurance company about the coverage of these costs. Should something happen to the products during your holiday, this damage or loss will in most cases be covered by personal travel insurance.

In the above cases, always contact us at hello@a-new.co.za to report theft, loss or damage.

What happens if the rental product(s) are damaged?

We assume that you will be using the products, so wear and tear is part of it. In the case of a fabric cover that gets soiled, you can wash it yourself (always read the care label before washing). If there is greater damage or damage that we can no longer repair and jeopardizes the product’s safety and or comfort, we ask you to contact us within two days after the damage has occurred or became known to you. Please always send us photos of the damage.

What happens if the rental product(s) get stolen or are lost?

Anew is not responsible for theft, loss or intentional damage. If your product is lost or stolen, always contact us at hello@a-new.co.za to report the theft, loss or damage.

For theft or loss of products, your own liability insurance often does cover the repair or replacement costs. Please ask your insurance company about the coverage of these costs