Refund policy

RETURN & EXCHANGE POLICY

Effective Date: June 2026

At PRIME PLUG SA (PTY) LTD, customer satisfaction is important to us. 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 and unused.
Be in the same condition as received.
Have all original tags attached.
Be returned in its original packaging.
Be accompanied by proof of purchase or your order confirmation.

To request a return, please email us at:

hello.primeplugza@gmail.com

Once your request has been reviewed and approved, we will provide instructions on how to return your item.

Return Address:
PEP CELL | Shop 7 Sharon's Place, Corner Lilian Ngoyi Street & Johannes Ramokhoase Street

Please note that returns sent without prior authorization will not be accepted.

Refund Policy

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

All approved returns are eligible for an exchange or store credit only.

Refunds will not be issued for:

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

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

Exchanges

If you wish to exchange your item for another size or product, you may do so provided that:

The return request is made within 30 days.
The item meets our return conditions.
The requested replacement is available in stock.

If the replacement item has 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 order arrives:

Damaged
Defective
Incorrect
Missing an item

Please contact us within 48 hours of receiving your parcel by emailing hello.primeplugza@gmail.com and include:

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

Once verified, we will arrange a replacement or exchange at no additional cost.

Non-Returnable Items

For hygiene and safety reasons, 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 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 wrong item was sent by PRIME PLUG SA.
The item arrived damaged or defective.

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

European Union Customers

If your order is shipped to a country within the European Union, you may have statutory rights under applicable consumer protection laws, including a 14-day cooling-off period where required by law.