1. Our Commitment To You

At ForanePrime (Pty) Ltd, we are committed to providing quality products and exceptional customer service. If you are not completely satisfied with your purchase, we're here to help.

2. Cooling-Off Period (Online Purchases)

In accordance with Section 44 of the South African Electronic Communications and Transactions Act (ECTA), customers may cancel an online order within 7 days of receiving the goods.

To qualify for cancellation under this cooling-off period:

• The item must be unused and in its original condition.
• The item must be returned in its original packaging with all accessories and documentation.
• The customer is responsible for return shipping costs unless the product is defective or incorrect.

3. Defective, Damaged or Incorrect Products

If you receive a defective, damaged or incorrect product, please contact us within 7 days of delivery.

Where a product is found to be defective, materially damaged, or not as ordered, you may choose one of the following remedies in accordance with the Consumer Protection Act:

• Repair of the product.
• Replacement of the product.
• Full refund of the purchase price.

Photographic evidence may be requested to assist us in processing your claim.

4. Non-Returnable Items

For hygiene, safety and product integrity reasons, certain products cannot be returned unless defective.

These may include:

• Personal hygiene products that have been opened or used.
• Products damaged through misuse, negligence or normal wear and tear.
• Items not returned in their original condition and packaging.
• Gift cards and promotional items.

5. Return Conditions

To be eligible for a return, products must:

• Be returned within the applicable return period.
• Be unused, unworn and in resalable condition.
• Include original packaging, manuals and accessories where applicable.
• Include proof of purchase or order number.

6. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the outcome of your refund request.

Approved refunds are generally processed within 5–10 business days. Depending on your financial institution, additional time may be required before funds reflect in your account.

Refunds will be issued using the original payment method wherever possible.

7. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

If your order has already been shipped, the standard returns process will apply.

8. How To Start A Return

To request a return, exchange or refund, please contact our support team with:

• Your full name.
• Your order number.
• A description of the issue.
• Photographs (if applicable).