Refund & Return Policy

This Refund & Return Policy applies to furniture and related Products purchased from Payne Prime within South Africa.

For the purposes of this policy, Product means any furniture or related item purchased from Payne Prime.

This policy must be read together with our:

• Terms and Conditions;
• Delivery Policy; and
• Privacy Policy.

Nothing in this policy excludes or limits any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or another applicable South African law.

A return request may fall into one of the following categories:

• An eligible online purchase cancelled during the statutory cooling-off period;
• A voluntary change-of-mind return;
• A defective or unsafe Product;
• A Product damaged before or during delivery;
• An incorrect Product;
• An incomplete order or Product with missing components;
• A Product that does not materially match its description or agreed specifications; or
• A Product that is otherwise returnable under applicable law.

Different conditions, costs, and refund rules apply depending on the reason for the return.

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase without giving a reason and without penalty within seven days after receiving the Product.

To exercise this right, you must notify Payne Prime in writing within the applicable seven-day period.

The following conditions apply:

• You are responsible for the direct cost of returning or collecting the Product;
• The Product should be kept in its original condition;
• You must take reasonable care of the Product while it is in your possession;
• The Product must be made available for return or collection; and
• You should retain the original packaging, parts, accessories, and instructions where reasonably possible.

Where the statutory cooling-off period applies, Payne Prime will not charge a cancellation or restocking penalty.

The cooling-off right may not apply to certain excluded Products, including furniture made, altered, procured, or personalised according to your specifications.

Outside a statutory cooling-off period or another legal right of return, Payne Prime may accept a change-of-mind return at its discretion if you contact us within three days after receiving the Product.

To qualify for consideration, the Product must:

• Be unused and undamaged;
• Be in a clean and resalable condition;
• Be returned in its original packaging;
• Include all parts, fittings, accessories, manuals, and assembly instructions; and
• Be accompanied by valid proof of purchase.

Payne Prime may refuse a voluntary return if the Product:

• Has been used, damaged, installed, altered, or incorrectly assembled;
• Is no longer in a resalable condition;
• Is missing packaging, components, accessories, or instructions;
• Was custom-made, personalised, modified, or specially ordered; or
• Is otherwise excluded from voluntary returns.

For an approved voluntary return:

• The original delivery charge is generally non-refundable;
• You are responsible for the return or collection cost; and
• A reasonable deduction may apply where legally permitted and the Product’s value has been reduced.

This voluntary policy does not restrict your statutory rights concerning defective, unsafe, incorrectly supplied, or otherwise legally returnable Products.

Products supplied by Payne Prime are subject to the implied warranty of quality under the Consumer Protection Act.

If a Product is defective, unsafe, or fails to meet the quality standards required by law within six months after delivery, you may return it without penalty and at Payne Prime’s risk and expense.

Subject to the Consumer Protection Act, you may direct Payne Prime to:

• Repair the defective Product;
• Replace the defective Product; or
• Refund the price paid for the defective Product.

Payne Prime may inspect the Product to establish the nature and cause of the reported defect. This assessment does not remove your right to choose an available remedy where the Consumer Protection Act applies.

A defect does not ordinarily include damage caused by:

• Misuse, abuse, negligence, or accidental damage;
• Ordinary wear and tear;
• Incorrect self-assembly;
• Failure to follow care, maintenance, or assembly instructions;
• Unauthorised repairs, modifications, or alterations;
• Using the Product for a purpose for which it was not designed; or
• Exposure to excessive moisture, direct sunlight, unsuitable storage, or other damaging environmental conditions.

These exclusions will not apply where the damage arose from an inherent defect, defective component, incorrect instruction, or another matter for which Payne Prime is legally responsible.

Please inspect your Products at the time of delivery and report visible damage as soon as reasonably possible.

When reporting delivery damage:

• Record the damage on the delivery note where possible;
• Take clear photographs of the Product and packaging;
• Retain the packaging and all supplied components;
• Where appropriate, refuse the affected Product; and
• Contact Payne Prime with your order number and a description of the damage.

Where a Product was damaged before or during delivery by Payne Prime or its authorised delivery provider, Payne Prime will arrange an appropriate repair, replacement, or refund at no additional cost to you.

Prompt reporting helps us establish when and how the damage occurred. However, failure to report a hidden defect immediately does not automatically remove any statutory rights you may have.

If Payne Prime delivers an incorrect Product or an order with missing components, contact us as soon as reasonably possible.

Please provide:

• Your order number;
• A description of the incorrect or missing Product or component;
• Photographs of the Product, packaging, and product labels; and
• A copy or photograph of the delivery note, where available.

Where Payne Prime supplied the incorrect Product, we will arrange its collection and the delivery of the correct Product at no additional cost.

Where a component is missing, Payne Prime may arrange delivery of the missing component if this reasonably resolves the issue.

If the correct Product or missing component cannot be supplied, you may request a refund for the affected Product.

You may contact Payne Prime if a Product:

• Is materially different from its description;
• Does not reasonably match an approved sample;
• Does not conform to agreed custom specifications; or
• Is not reasonably suitable for a particular purpose that you expressly communicated to Payne Prime before purchase.

Minor differences caused by lighting, screen display settings, manual measurements, or reasonable natural variations in wood, fabric, stone, leather, colour, grain, texture, or pattern do not necessarily constitute defects or misrepresentation.

Each request will be assessed according to the nature of the difference, the agreed specifications, and applicable consumer law.

If you choose to have a defective Product repaired and, within three months after the repair:

• The original defect has not been remedied; or
• Another failure, defect, or unsafe feature is discovered,

Payne Prime will replace the Product or refund the price paid, as required by the Consumer Protection Act.

Replacement Products remain subject to applicable statutory warranties and consumer protections.

Custom-made, personalised, modified, or special-order furniture cannot ordinarily be cancelled, returned, or refunded after manufacturing, alteration, or procurement has begun.

This may include Products with:

• Custom dimensions or configurations;
• Customer-selected fabrics, colours, finishes, or materials;
• Personalised features;
• Products modified at your request; or
• Products sourced specifically for you and not ordinarily held in stock.

You are responsible for checking and approving all dimensions, configurations, materials, finishes, colours, and other specifications before confirming your order.

This restriction does not apply where the Product:

• Is defective or unsafe;
• Does not materially match the agreed specifications;
• Was incorrectly supplied; or
• Is otherwise returnable under applicable law.

A Product purchased at a discounted or sale price is not automatically excluded from statutory return rights.

A sale Product may still be returned where:

• A statutory cooling-off right applies;
• The Product is defective or unsafe;
• The incorrect Product was supplied;
• The Product does not materially match its description; or
• Another statutory right of return applies.

A Product sold at a reduced price because of a specific defect that was clearly disclosed and accepted before purchase may not be returned solely because of that disclosed defect.

A Product marked “Final Sale” may be excluded from voluntary change-of-mind returns, but it remains subject to consumer rights that cannot lawfully be excluded.

Furniture that has been assembled, installed, altered, or used may not qualify for a voluntary change-of-mind return if it is no longer in its original, resalable condition.

This does not remove your rights where:

• The Product contains an inherent defect;
• The Product was incorrectly assembled by Payne Prime or its authorised provider;
• The supplied components or assembly instructions were defective; or
• The Product otherwise fails to meet the standards required by law.

Damage caused by incorrect self-assembly, misuse, negligence, or unauthorised alteration will not ordinarily qualify as a manufacturing defect.

A fixed partial-refund percentage will not automatically be applied solely because furniture has been assembled. Each return will be assessed according to the reason for the return, the condition of the Product, and applicable law.

Unless a statutory right of return applies, Payne Prime may refuse a voluntary return for:

• Custom-made, personalised, modified, or special-order Products;
• Products marked “Final Sale”;
• Products that have been used, damaged, altered, or incorrectly assembled;
• Products that are no longer in a resalable condition;
• Products with missing parts, accessories, manuals, or instructions;
• Products without valid proof of purchase;
• Products damaged through misuse, negligence, or unsuitable storage; or
• Products returned outside the applicable voluntary return period.

These exclusions do not apply where they would unlawfully restrict your rights concerning defective, unsafe, incorrectly supplied, or otherwise legally returnable Products.

Before returning a Product, contact Payne Prime and obtain return instructions.

Please provide:

• Your full name and contact information;
• Your order number or proof of purchase;
• The name of the affected Product;
• The reason for the return;
• A clear description of any damage, defect, or missing component;
• Clear photographs or videos, where relevant; and
• Your preferred remedy, where applicable.

Email: sales@payneprime.co.za

Telephone: +27 69 117 0832

Do not return furniture to our premises without first contacting us and receiving confirmation of the return arrangements.

Submitting a request does not automatically mean that a voluntary return has been approved.

Depending on the Product, location, and reason for the return, Payne Prime may arrange:

• Collection from the original delivery address;
• Return through an authorised courier or delivery provider;
• An inspection at the Product’s location; or
• Delivery of the Product to Payne Prime’s premises.

Products must be packaged appropriately to prevent damage during transport.

If the original packaging is unavailable, Payne Prime may provide reasonable packaging instructions.

You remain responsible for the Product until it is collected or received by Payne Prime, except where the risk legally rests with Payne Prime.

We recommend retaining proof that a returned Product was handed to an authorised collection or delivery provider.

Responsibility for return costs depends on the reason for the return.

Defective, Damaged or Incorrect Products

Where a Product is qualifyingly defective, unsafe, damaged before or during delivery, or incorrectly supplied, Payne Prime will carry the reasonable return or collection cost as required by law.

Online Cooling-Off Returns

Where ECTA’s seven-day cooling-off right applies, you are responsible for the direct cost of returning the Product.

Voluntary Change-of-Mind Returns

For an approved voluntary return, you are responsible for the collection, courier, or return cost.

The applicable cost will be communicated before collection is arranged where reasonably possible.

Returned Products may be inspected to confirm:

• The condition of the Product;
• The nature and cause of a reported defect;
• Whether all components have been returned;
• Whether the Product has been used, altered, or incorrectly assembled; and
• Which return or refund provisions apply.

Assessments generally take up to three working days after the Product has been received or inspected. Complex assessments may require additional time.

After the assessment, Payne Prime will notify you of the outcome and explain the next steps.

If an assessment reasonably establishes that the damage resulted from misuse, incorrect self-assembly, negligence, unauthorised alteration, or another matter for which Payne Prime is not responsible, you may be responsible for reasonable collection, inspection, repair, or redelivery costs.

Any applicable charge will be communicated before further work is performed.

Where an exchange or replacement has been approved:

• The replacement will be subject to stock availability;
• Payne Prime may first collect or inspect the original Product;
• The replacement will ordinarily be delivered to the original delivery address; and
• Additional charges may apply if you request delivery to a different area.

If the same Product is unavailable, you may choose an alternative Product, subject to any price difference.

If the replacement Product costs more, you must pay the difference before delivery.

If it costs less, Payne Prime will refund the difference.

Where a suitable replacement cannot be provided for a qualifying return, you may request a refund.

The amount refunded will depend on the reason for the return and the applicable legal rights.

Defective or Incorrect Products

Where a refund is selected for a qualifying defective, unsafe, damaged, or incorrectly supplied Product, Payne Prime will refund the price paid for the affected Product.

No restocking fee, collection charge, or other penalty will be deducted where doing so would unlawfully limit your rights.

Online Cooling-Off Returns

Where ECTA’s seven-day cooling-off right applies, you will receive the refund required by that Act. You remain responsible for the direct cost of returning the Product.

Voluntary Change-of-Mind Returns

For a voluntary return:

• The original delivery charge is generally non-refundable;
• You are responsible for return or collection costs; and
• A reasonable deduction may apply if legally permitted and the Product’s value has been reduced by unnecessary handling, damage, missing packaging, or missing components.

Payne Prime will not automatically apply a fixed restocking or cancellation percentage to every return.

Once a refund has been approved, Payne Prime will generally submit it for processing within seven working days.

After the refund has been processed, it may take approximately five additional working days to reflect in your account. The exact timeframe depends on your bank or payment provider.

Where ECTA’s statutory cooling-off period applies, the refund will be completed within the period required by that Act.

Refunds will ordinarily be issued using the original payment method.

If the original payment method is unavailable, Payne Prime may request verified banking information. The bank account may need to be held in the name of the customer or person who made the original payment.

Payne Prime is not responsible for delays caused solely by your bank or payment provider after we have submitted the refund.

If Products were purchased as a bundle, set, or promotional package, the refund amount may take account of the package pricing.

If only part of a bundle is returned:

• The remaining Products may be recalculated at their individual selling prices;
• A promotional discount linked to keeping the complete bundle may no longer apply; and
• The refund calculation will be explained before it is finalised.

This provision will not be applied in a way that unlawfully reduces a refund due for defective, unsafe, damaged, or incorrectly supplied Products.

If you need assistance with a return, exchange, repair, replacement, cancellation, or refund, contact us:

Payne Prime

Address: Unit 9, Value City, 167 Republic Road, Fontainebleau, Randburg, 2194

Telephone: +27 69 117 0832

Email: sales@payneprime.co.za

Website: https://payneprime.co.za/

Operating hours: Monday to Friday, 9:00 AM to 4:30 PM

Last updated: 2 August 2026