Refund policy
PRIME ESSENTIALS RETURNS & REFUND POLICY
Last updated: 13 August 2026
At Prime Essentials, we want you to be confident when purchasing from us. If there is a problem with your order, we will work with you to resolve it fairly and in accordance with applicable South African consumer-protection laws.
1. CHANGE-OF-MIND RETURNS
For qualifying online purchases, you may have the right to cancel your transaction within the applicable cooling-off period provided by South African law.
Where a return is accepted because of a change of mind:
* The product must be returned in its original condition.
* The product should be unused and, where applicable, in its original packaging.
* The customer may be responsible for the direct cost of returning the product where permitted by law.
* Products that have been opened, used, consumed, mixed, contaminated, or altered may not qualify for a change-of-mind return where applicable law permits us to refuse the return.
Nothing in this policy limits any statutory consumer rights.
2. INCORRECT PRODUCT OR ORDER
If you receive an item that is different from what you ordered, please contact us as soon as possible.
Where the error is confirmed, Prime Essentials may provide an appropriate remedy, which may include:
* Replacement with the correct product; or
* A refund of the purchase price.
Where the incorrect item was supplied by Prime Essentials, we will make reasonable arrangements regarding the return of the incorrect product.
3. DAMAGED PRODUCTS
Please inspect your order when it arrives.
If your product was damaged during delivery, contact us as soon as reasonably possible and provide:
* Your order number;
* A description of the damage; and
* Clear photographs of the product and packaging.
We will assess the damage and determine the appropriate remedy.
4. DEFECTIVE OR FAULTY PRODUCTS
Prime Essentials respects the consumer's rights under the Consumer Protection Act, 2008 (Act 68 of 2008).
Where goods are defective, unsafe, of inferior quality, or otherwise fail to meet the requirements of applicable consumer-protection law, customers may have statutory rights to return the goods and request an appropriate remedy, including repair, replacement, or refund, as provided by law.
This does not generally cover damage caused by misuse, negligence, incorrect installation or application, unauthorized alterations, or normal wear and tear.
5. AUTOMOTIVE PRODUCTS
For automotive products, including oils, fluids, filters, batteries and related products, customers are responsible for confirming that the product is suitable for their vehicle or application before use.
If you are unsure which product is suitable, we encourage you to contact Prime Essentials before purchasing.
Where Prime Essentials has provided incorrect product information or supplied the wrong product, we will assess the matter and provide an appropriate remedy in accordance with applicable law.
IMPORTANT: Do not use a product if you believe it is incorrect for your vehicle or application. Contact us first.
6. HOME & CARE PRODUCTS
For hygiene, personal-care, cleaning, or other products that are intended to be consumed or used directly, returns may be subject to additional requirements where permitted by applicable law, particularly where a product has been opened or used.
This does not affect any statutory rights relating to defective, unsafe, or incorrectly supplied goods.
7. PRODUCTS THAT CANNOT BE RETURNED
Subject to your statutory rights, we may not accept returns where products have been:
* Used or consumed;
* Mixed with other products or substances;
* Physically altered or damaged through misuse;
* Permanently installed or fitted;
* Returned without required components or accessories; or
* Damaged after delivery due to improper handling or use.
8. HOW TO REQUEST A RETURN
At Prime Essentials, we want you to order with confidence. If you've ordered the wrong oil specification or an incompatible filter, we'll exchange it no hassle. Simply contact us within 14 days of delivery with your order number. Items must be unopened and in their original packaging. Please note that opened fluid containers cannot be returned for safety reasons.
To request a return or report a problem with your order, contact us at:
Email: info@prime-essentials.co.za
Please include:
* Your full name;
* Order number;
* Product name;
* Reason for the return; and
* Photographs or other supporting information where relevant.
Please do not send products back without first contacting us and receiving return instructions.
9. INSPECTION OF RETURNED PRODUCTS
Returned products may need to be inspected before a refund, replacement, or other remedy is confirmed.
Inspection helps us determine whether the product is defective, damaged, incorrectly supplied, or otherwise qualifies for a return.
10. REFUNDS
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
The time required for the funds to appear in your account may depend on your bank or payment provider.
Where a refund is required by applicable law, Prime Essentials will process the refund within the period required by that law.
11. DELIVERY CHARGES
Where Prime Essentials supplied an incorrect product or where a return is required because of a qualifying defect or other issue for which Prime Essentials is responsible, we will make reasonable arrangements regarding applicable return or delivery costs.
For change-of-mind returns, the direct cost of returning the product may be the customer's responsibility where permitted by law.
12. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible.
We will try to stop the order before dispatch. If the order has already been dispatched or fulfilled, the applicable return and cancellation provisions will apply.
13. YOUR STATUTORY RIGHTS
Nothing in this Returns & Refund Policy is intended to remove, restrict, or waive any rights you may have under South African consumer-protection legislation.
Where there is a conflict between this policy and a mandatory provision of applicable law, the applicable law will prevail.
14. CONTACT US
Prime Essentials
Email: info@prime-essentials.co.zaWebsite: primeessentials.co.za
Location: South Africa
We are committed to providing quality products and resolving customer concerns fairly, professionally, and efficiently.