Privacy policy

RETURN & EXCHANGE POLICY

Effective Date: June 2026

At PRIME PLUG SA (PTY) LTD, we are committed to providing quality products and excellent customer service. Please read our Return & Exchange Policy carefully before making a purchase.

Returns

We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

To qualify for a return, the item must:

Be unworn, unused, and in the same condition as received.
Have all original tags attached.
Be returned in its original packaging.
Be accompanied by proof of purchase.

To request a return, please contact us at:

Email: hello.primeplugza@gmail.com

Return Address:

PRIME PLUG SA (PTY) LTD
89 Lilian Ngoyi St
Pretoria Central
Pretoria, Gauteng 0002
South Africa

Returns sent without prior authorization will not be accepted.

Refund Policy

PRIME PLUG SA (PTY) LTD DOES NOT OFFER CASH REFUNDS.

Approved returns are eligible for:

Exchange for another size (subject to availability); or
Store credit equal to the value of the returned item.

Refunds will not be issued for:

Change of mind
Incorrect size selected by the customer
Personal preference
Sale or clearance items
Gift cards

Please ensure you review your order carefully before completing your purchase.

Exchanges

If you require a different size or wish to exchange your item, you may do so provided that:

The request is made within 30 days of delivery.
The item meets all return eligibility requirements.
The replacement item is available in stock.

If there is a price difference, the customer will either pay the difference or receive store credit where applicable.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If your item is:

Damaged
Defective
Incorrect
Missing from your order

Please contact us within 48 hours of receiving your parcel and include:

Your order number
Clear photos of the item and packaging
A description of the issue

If the claim is approved, we will arrange a replacement or exchange at no additional cost.

Non-Returnable Items

The following items cannot be returned:

Sale or clearance items
Gift cards
Personalized or custom-made products
Items that have been worn, washed or altered
Products returned without original packaging or tags
Items damaged through misuse or normal wear and tear

Return Shipping

Customers are responsible for return shipping costs unless:

The incorrect item was sent by PRIME PLUG SA; or
The item arrived damaged or defective.

For your protection, we recommend using a trackable shipping service, as we cannot be responsible for returns lost during transit.

European Union Customers

Where applicable, customers residing in the European Union may have additional statutory rights, including a 14-day cooling-off period under applicable consumer protection laws.