Returns & Refund Policy

Last updated: September 22, 2026

At Prime Lift, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to assist you in accordance with this Returns & Refund Policy and applicable South African consumer law.

1. Returns

If you would like to request a return, please contact Prime Lift within 14 days of receiving your order.

To be eligible for a change-of-mind return, the item must:

• Be unworn and unused.

• Be in its original condition.

• Be returned in its original packaging with all tags and labels attached.

• Show no signs of wear, washing, damage or use.

• Be accompanied by proof of purchase or your order number.

Please contact us before returning any products. Returns sent to us without first contacting Prime Lift may not be accepted.

2. Socks & Hygiene

For hygiene reasons, we cannot accept change-of-mind returns or exchanges on socks that have been worn, washed, used or removed from sealed hygiene packaging, where applicable.

Please check the size, colour and product details carefully before wearing or washing your socks.

This hygiene restriction does not limit any rights you may have under applicable South African consumer law where a product is defective, damaged, unsafe or otherwise does not meet applicable legal requirements.

3. Incorrect, Damaged or Defective Products

Please inspect your order when you receive it.

If you receive an incorrect, damaged or defective product, please contact us as soon as reasonably possible so that we can assess the issue and assist you.

When contacting us, please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging where applicable.

Where a product is confirmed to be defective, damaged or incorrectly supplied, Prime Lift will provide an appropriate remedy in accordance with applicable South African consumer law. Depending on the circumstances, this may include a replacement, repair or refund.

Nothing in this policy is intended to limit your statutory rights under the Consumer Protection Act, 68 of 2008, where applicable.

4. Incorrect Size or Change of Mind

If you ordered the incorrect size or have changed your mind, you may request a return or exchange within the return period, provided the product meets the eligibility requirements set out above.

Products must be unworn, unused and in their original condition and packaging.

Where the return is due to an incorrect size being selected or a change of mind, the customer may be responsible for the applicable return courier costs and any additional delivery costs associated with sending a replacement product.

We recommend reviewing the applicable sizing information carefully before completing your purchase.

5. Non-Returnable Items

Unless otherwise required by applicable law, we cannot accept change-of-mind returns for:

• Socks that have been worn or used.

• Socks that have been washed.

• Products showing signs of wear, damage or use after delivery.

• Products returned without their original packaging, tags or labels where these formed part of the original product.

• Products that cannot reasonably be resold for hygiene reasons after being opened or used.

• Gift cards, where applicable.

These exclusions do not apply where a customer is entitled to a remedy under applicable consumer protection legislation because the product is defective, unsafe or otherwise fails to meet statutory requirements.

6. Sale and Promotional Items

Products purchased during a sale or promotion may still be returned where required by applicable law.

For change-of-mind returns or exchanges on promotional products, the product must meet the eligibility requirements set out in this policy.

Any refund approved for a promotional item will be based on the amount actually paid for the product, rather than its original retail price.

7. Exchanges

If you would like to exchange an eligible product for a different size or another product, please contact us first.

Exchanges are subject to product availability.

The original product must meet the return requirements set out in this policy before an exchange can be approved.

Where an exchange is requested because the customer selected an incorrect size, colour or product, additional courier charges may apply.

If Prime Lift supplied the incorrect product, we will assist with the appropriate collection and replacement arrangements.

8. Return Shipping

Please contact Prime Lift before arranging a return so that we can provide the appropriate return instructions.

Where a return is due to a change of mind, incorrect size selection or another reason not attributable to Prime Lift or a product defect, return shipping costs may be the responsibility of the customer.

Where a product is confirmed to be defective, damaged on arrival or incorrectly supplied by Prime Lift, we will assist with the appropriate return or collection arrangements in accordance with applicable law.

Prime Lift cannot accept responsibility for returned parcels that are lost before reaching us where the customer arranged their own return shipping.

9. Refunds

Once an eligible return has been received and inspected, we will notify you regarding the outcome of your return request.

If a refund is approved, the refund will be processed using the original payment method where reasonably possible.

Please allow sufficient time for your bank, card provider or payment provider to process and reflect the refund after it has been issued.

Processing times vary between financial institutions and payment providers and are outside Prime Lift's control.

Original delivery fees may not be refundable for change-of-mind returns unless required by applicable law.

10. Refund Processing Errors

If you have been notified that a refund has been processed but it has not appeared in your account after a reasonable period, please contact your bank or payment provider first, as processing times can vary.

If you still require assistance, please contact Prime Lift and provide your order details so that we can investigate.

11. Consumer Rights

This Returns & Refund Policy is intended to operate alongside applicable South African consumer protection legislation.

Nothing contained in this policy is intended to exclude, restrict or waive any rights or remedies that cannot lawfully be excluded under the Consumer Protection Act, 68 of 2008, or other applicable legislation.

Where there is a conflict between this policy and a mandatory provision of applicable law, the applicable law will prevail.

12. Contact Us

To request a return, exchange or refund, or if you have any questions regarding your order, please contact Prime Lift:

Phone: +27 76 725 0744
Email: primeliftsouthafrica@gmail.com

When contacting us regarding an existing order, please include your order number and any relevant photographs or information so that we can assist you as efficiently as possible.