This policy applies to orders placed on this website with Prime Pallets SA (Pty) Ltd. It works alongside your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing here limits those rights.
Goods that are faulty, damaged or not what you ordered
You are entitled to goods that are of good quality and fit for their purpose. If something arrives damaged, defective or different from what you ordered, tell us as soon as possible. Please email info@primepalletssa.com within two business days of delivery with your order number and clear photos, so we can check the load against the delivery note.
We will then repair or replace the goods, or refund you. You may also report a defect later, within six months of delivery, as the CPA provides. We will collect faulty goods at our cost.
Changing your mind
If you are a consumer and bought online, you may cancel the order within seven days of receiving the goods, without giving a reason, as ECTA provides. To return goods you changed your mind about:
- The pallets must be unused, undamaged and in their original condition.
- You pay for the return transport, unless we agree otherwise.
- Tell us by email before you send anything back, and quote your order number.
If you are buying for a business or other legal entity, the cooling-off right may not apply. We will still consider a request to return unused standard pallets within seven days of delivery. Return transport is at your cost.
Items we cannot take back
- Pallets, collars or boxes made to your custom size or specification, unless they are faulty.
- Goods that have been used, loaded, modified or damaged after delivery.
- Reconditioned pallets that match the grade described on the product page. Reconditioned goods are sold by condition grade, so normal wear is not a defect.
How refunds work
Once we have received and checked the returned goods, we refund you to the original payment method. We will refund you within 30 days of cancellation or of us confirming the fault, and usually sooner. For goods we never delivered, we refund in full.
How to start a return
- Email info@primepalletssa.com with your order number, what is wrong, and photos if the goods are damaged.
- We reply with the next steps and, if needed, arrange collection.
- We inspect the goods and send your refund, repair or replacement.
Questions
Call +27 (0)00 000 0000 or use our contact form.