Refund & Cancellation Policy

1. Return Window (Goods)

You may return a product within 7 (seven) days of delivery, provided it is unused, in its original packaging, and accompanied by proof of purchase. Sealed software, consumables, and hygiene-sensitive items are not eligible for return once opened.

2. Defective or Incorrect Items

• Contact us within 48 hours of delivery for a defective or incorrect item.
• We will arrange collection at our cost and replace the item or issue a full refund.
• Defects covered by the manufacturer warranty are handled through the manufacturer's process.

3. Change of Mind

Change-of-mind returns are accepted within 7 days for unopened items in resaleable condition, subject to a 15% restocking fee. Original shipping charges are non-refundable.

4. Refund Processing

Approved refunds are processed back to your original payment method via PayFast within 7–10 business days. The exact timeframe depends on your bank.

5. Installation Fees

One-time installation and activation fees are non-refundable once installation has commenced or equipment has been dispatched. Where an installation cannot proceed due to lack of coverage, any installation fee paid in advance will be refunded or credited.

6. Monthly Subscriptions

Monthly connectivity, hosting, and managed-service subscriptions are non-refundable once a billing period has started. Pro-rated refunds or service credits may apply where a confirmed fault remains unresolved beyond the SLA window set out in your contract.

7. Contract Cancellations

• Fixed-term contracts may be cancelled on the notice period stated in your contract; early cancellation may attract settlement charges.
• Month-to-month services may be cancelled on the notice period in the Subscription Terms.
• Cancellations must be submitted in writing to support@prime-ict.co.za.

8. Cooling-Off Rights

Where the CPA's direct marketing cooling-off provisions apply, you may cancel within 5 business days of concluding an agreement and receive a refund less any charges permitted by the Act. This does not apply to services already fully delivered within that period.

9. Hardware Returns

Rented or supplied CPE (routers, ONUs, phones) must be returned in working condition at the end of a service agreement. Loss or damage may be charged at replacement value. Customer-owned equipment is your responsibility.

10. Domain Registration

Domain registration fees are non-refundable once a registration or renewal has been submitted to the registry, as these are third-party costs.

11. Hosting Cancellations

Website and email hosting may be cancelled on the notice period in your plan. We recommend exporting your data before cancellation; data is retained for a limited period after cancellation as set out in the Subscription Terms.

12. How to Request a Return or Cancellation

• Email support@prime-ict.co.za with your order or account number and the reason.
• We will confirm eligibility and provide instructions.
• Do not return goods without prior authorisation.

13. Exchanges

Where stock permits, we offer exchanges for a different size, colour, or equivalent product. Price differences will be charged or refunded accordingly.