Delivery & Initial Inspection

We take great care in delivering furniture of the highest quality. Please follow these guidelines upon arrival:

• Inspection Responsibility: Customers must thoroughly inspect all items at the time of delivery before signing the delivery note.
• Visible Damage: You have the right to refuse delivery if a product is visibly damaged. Note the refusal and describe the damage on the delivery note.
• Reporting: Report delivery issues immediately to sales@payneprime.co.za or call 069 117 0832.
• Incorrect Items: If you receive an incorrect item, contact us immediately to coordinate a no-cost exchange.

Eligibility for Returns

• Unopened & Unused: May be returned within 3 days of purchase for a full refund.
• Opened but Unused: May be returned within 3 days if in original condition with all parts and instructions. A 10% restocking fee may apply.
• Damaged/Defective: Notify us within 2 days (48 hours) of delivery for a replacement at no cost. Damages reported after 48 hours may be considered post-delivery damage.
• Assembled Items:
  • If damaged: 40% refund of product value.
  • If not damaged: 50% refund of product value.
  • Note: Standard courier fees apply for all assembled returns.

Items Not Eligible for Return

Returns are not accepted for the following:

• Custom-made furniture or “Final Sale” items.
• Items where original packaging has been discarded.
• Furniture damaged due to improper self-assembly or misuse.
• Items assembled via our professional paid assembly service.

6-Month Limited Warranty

All furniture includes a 6-month warranty covering defects in materials and workmanship.

To file a claim: Email sales@payneprime.co.za with your order number, description of the defect, and photos. Approved claims receive free repair or replacement.

Cooling-Off Period & Refunds

Per the ECT Act, online consumers have a 7-day cooling-off period. The customer remains responsible for original delivery fees and collection costs, even if a free delivery promotion was used.

• Inspection Timeline: Quality control checks take up to 3 working days.
• Refund Processing: Refunds take up to 7 working days to process and an additional 5 working days to reflect in your account.