Returns and Exchange Policy

PRIME CLEANING SUPPLIERS RETURNS AND EXCHANGE POLICY

  Clause 1: Circumstances in which Returns and/or Exchanges are allowed
1.1 We permit returns and/or exchanges in the following instances:
1.1.1 The incorrect product has been delivered to you.
1.1.2 The product delivered to you is damaged or defective.
1.1.3 The product has the incorrect size or specifications.
1.1.4 Non-defective products (your right to return due to cooling-off right):
1.1.4.1 Save for certain exceptional cases you are entitled to return any purchase concluded by The Supplier within 7 calendar days of the product(s) being delivered. In order to obtain a purchase price refund, the product(s) being returned must be sent back to The Supplier in accordance with the return procedure set out below.
1.1.4.2 Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund as aforesaid, please retain the product(s)’ original packaging and do not use product.
1.1.4.3 If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging or try the product at all. Please promptly contact The Supplier to notify The Supplier thereof, so that we can resolve the mistake by arranging to collect such product from you and deliver the correct product to you as quickly as possible.
  Clause 2: Defective Products
2.1

General warranty:

If, within 6 months after delivery of a product to you:

You find that the product(s) is defective/faulty, unsuitable for the purpose generally intended (or otherwise expressly indicated by The Supplier at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) ("defective"); and you arrange to return such product to The Supplier for inspection in accordance with the returns procedure in below, and the product is subsequently found to indeed be defective, you are entitled to either:

  1. be fully refunded, or
  2. have the product repaired or replaced at The Supplier expense.

 

If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to The Supplier and then redelivered to you.

When is a product defective? Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above:

  1. faults resulting from normal wear and tear;
  2. damage arising from incorrect usage of the product, misuse and abuse and not following instructions of the product.

 

Exclusions:
You may not under any circumstances return the following:

  1. Non-defective products that have been "made to order". (You will be notified in the relevant Online Sale if the products are "made to order".)
  2. Products that you or any other person has altered.

 
  Clause 3: When a Return and/or Exchange needs to be initiated
3.1 Returns and/or exchanges need to be initiated within seven days of delivery of the product having been delivered to you.
  Clause 4: The choices you have upon Returning the Product
4.1 When a product is returned to us you can:
4.1.1 have your account credited.
4.1.2 have the product replaced/exchanged.
  Clause 5: How a Return and/or Exchange is initiated
5.1 All returns and/or exchanges shall be initiated by using the returns facility of the website: https://www.primecs.co.za and specify the following:
5.1.1 the reason for the return,
5.1.2 the date the product(s) was bought and the date the product(s) was delivered including a reference number or proof of purchase,
5.1.3 the banking details for the refund (if applicable).
5.2 Do not return the product without written approval of The Supplier.
5.3 The supplier will either arrange collection of the return product(s) or give you instructions of how the product(s) must be returned.
5.4 If the return is accepted by The Supplier as a valid return, any refunds (depending on the circumstances as explained above) will be made by EFT into the bank account selected by you.
  Clause 6: Condition of the Product Returned
6.1 In returning the product to us, the following shall apply. The product needs to be:
6.1.1 Unused,
6.1.2 In the original packaging,
6.1.3 Packaged and wrapped correctly and safely by you.
  Clause 7: Manner of Return
7.1 We will require you to return the product to our offices at the following address: 1 Pepper Place, Rainbow Park 2, Montague Gardens, Cape Town, 7441
  Clause 8: What will happen once a Product is returned
8.1 Once returned, and subject to a product inspection, your account with us will be credited or the product will be replaced, as per your preference.
  Clause 9: Product Inspection
9.1

Once returned, and prior to accepting such return, we will be permitted to inspect the product.

Should the product in our reasonable discretion not be suited to be returned, we shall not be obliged to accept such return.