Refund policy

Prime Living Returns & Refund Policy

Last Updated: 5 July 2026

At Prime Living RSA (Pty) Ltd ("Prime Living", "we", "our", or "us"), we are committed to providing quality products and excellent customer service.

If you are not satisfied with your purchase, this Returns & Refund Policy explains when you may return a product, request a refund, exchange an item, or cancel an order.

This policy should be read together with our Terms & Conditions and Shipping Policy.

 

 

1. Your Consumer Rights

Nothing contained in this Policy limits, excludes or waives any rights that you may have under the Consumer Protection Act, 2008 (CPA), the Electronic Communications and Transactions Act, 2002 (ECTA), or any other applicable South African legislation.

Where this Policy differs from rights provided by law, your statutory rights will apply.

 

 

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return provided that:

  • you contact us within 7 calendar days of receiving your order;

  • the product has not been used;

  • the product remains in its original condition;

  • all original packaging, labels, accessories and manuals are included;

  • proof of purchase is provided.

Once the returned item has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will be issued to the original payment method.

Unless otherwise required by law or agreed by Prime Living, customers are responsible for the cost of returning change-of-mind purchases.

Original shipping charges are non-refundable unless required by applicable law.

 

 

3. Faulty, Damaged or Incorrect Products

If you receive a product that is:

  • defective;

  • damaged during delivery; or

  • incorrect,

please contact us as soon as reasonably possible after delivery.

To help us assess your request, please provide:

  • your Order Number;

  • a description of the issue; and

  • clear photographs of the product and packaging where applicable.

Where required by applicable South African law, Prime Living will repair, replace or refund defective or incorrectly supplied products.

Where the return results from our error or a defective product, Prime Living will arrange or reimburse reasonable return shipping costs.

 

 

4. Order Cancellations

Customers may request to cancel an Order before it has been dispatched.

Cancellation requests should be submitted to our customer support team as soon as possible.

If the Order has not yet been dispatched, we will make reasonable efforts to cancel it.

If payment has already been received, any approved refund will be processed to the original payment method.

Once an Order has been dispatched, it cannot normally be cancelled. Customers may instead request a return in accordance with this Policy.

 

 

5. Exchanges

Where stock is available, Prime Living may offer an exchange for an eligible returned product.

If a replacement product is unavailable, we may instead provide a refund where appropriate.

 

 

6. Products That Cannot Normally Be Returned

Unless required by applicable law, we cannot accept returns for:

  • products that have been used after delivery;

  • products not returned in substantially the same condition in which they were supplied;

  • products with missing accessories or components;

  • products damaged through misuse, neglect or improper care;

  • hygiene or personal care products that have been opened or used where resale is inappropriate;

  • products specifically identified as non-returnable.

 

 

7. Return Process

To request a return:

  1. Contact our customer support team.

  2. Provide your Order Number and the reason for your return.

  3. Wait for return instructions before sending the product back.

  4. Securely package the item to minimise the risk of damage during transit.

  5. Follow the return instructions provided by Prime Living.

Returns sent without prior authorisation may experience delays in processing.

 

 

8. Inspection of Returned Products

All returned products are inspected upon receipt.

Prime Living reserves the right to refuse a return or adjust the amount refunded where the returned product does not satisfy the requirements of this Policy or applicable law.

Nothing in this section limits your statutory rights.

 

 

9. Refunds

Once your return has been inspected, we will notify you of the outcome.

If your refund is approved:

  • it will be processed using the original payment method;

  • processing times may vary depending on your financial institution or payment provider.

Where only part of an Order is returned, only the approved amount relating to the returned product(s) will be refunded.

 

 

10. Shipping Costs

Prime Living will cover reasonable return shipping costs where:

  • the wrong product was supplied;

  • the product is defective; or

  • the product was damaged before or during delivery.

For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by law.

 

 

11. Contact Us

For any questions regarding returns, refunds, exchanges or cancellations, please contact us using the contact details published on our website.

To help us assist you efficiently, please include your Order Number in all correspondence relating to an existing purchase.