Refund policy

Return Notification and Process

To begin the return process for an item purchased from PrimePicks, please contact us at sales@prime-picks.co.za within 7 days of your purchase date. If your return involves a damaged or defective item, we may ask you to provide photographs to help us assess the issue.

Responsibility for Return Costs

Change of Mind: If you decide to return a product simply because you’ve changed your mind, you will be responsible for all return shipping costs.

Faulty or Damaged Items: If the product you received is faulty or damaged, PrimePicks will cover the return shipping costs.

Return Handling

Please do not return items directly to the manufacturer. All returns must first be authorized by PrimePicks. Replacements, refunds, or credits will only be processed once we have inspected the returned item at our warehouse.

Handling/Restocking Fee

For items returned due to a change of mind, a 15% handling/restocking fee will be deducted from your refund.

Damaged or Defective Goods

If you receive an item that is damaged or defective, we will replace it if stock is available. If a replacement is not possible, a full refund will be issued for the affected product.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Lost parcels

If your package is marked as delivered but you haven't received it, please follow these steps:

• Verify the shipping address to ensure it's correct.
• Check all possible delivery locations at your residence.
• Ask your neighbors or family members if they accepted the package on your behalf.
• Contact the respective courier with the tracking number to follow up.

If your package is officially declared lost, contact us immediately with your order number. We will either reship your order or issue a refund, depending on your preference.

Return address

50 Constantia Boulevard,Roodepoort, Gauteng,1709, South Africa

Conditions for Returns

All returned items must be unused and in their original packaging. We cannot process refunds for products that show signs of use, wear, or any modification.

Shipping Considerations

Please note that delivery times for exchanged products may vary depending on your location. For items valued over R450, we recommend using a trackable shipping service or purchasing shipping insurance. While we do our best, PrimePicks cannot guarantee that we will receive your returned item.

Refund Processing

Refunds, where applicable, will be processed within 72 hours after receiving the returned item.

Order Modifications/Cancellations

We understand that circumstances may change, which is why we offer a 24-hour window for order modifications or cancellations. Simply reach out to us at sales@prime-picks.co.za, and if your order has not entered the fulfillment process, we will accommodate your request without any hassle.

Dedicated Customer Support

Our dedicated customer service team is here to assist you every step of the way. Whether you have questions about returns, need assistance with an exchange, or want to inquire about your order, you can reach us here:

• Store Name: Prime Pick
• Trade Name: Prime Picks Trading PTY Ltd
• Registration Number: 2024/854884/07
• Business Address:
  50 Constantia Boulevard,
  Roodepoort, Gauteng,
  1709, South Africa
• Email: sales@prime-picks.co.za
• Phone: +27 10 140 0066
• Operating Days/Hours: Monday - Friday, 8:00 AM - 4:30 PM (SAST)