Returns Policy

At Primacare, our goal is to ensure you receive a product that is suitable for you and we understand that sometimes products need to be returned. If for any reason you have selected a product that does not meet your needs, please refer to the below policy and contact a Primacare professional. If you are not 100% happy with your purchase, we will be happy to assist and refund you within the 10 day Returns Policy period.


If you wish to cancel your order before we’ve despatched it,  please call 086 11 77 462 or email info@primacare.co.za to request cancellation.

We try to dispatch orders as quickly as possible so it is highly recommended that, should you wish to cancel your order, you contact us as soon as possible to avoid cancellation fees.

Please note: once we have despatched an item(s) to you, the item cannot be cancelled and the below returns process comes into effect with possible charges.


We hope you’re happy with every purchase you make with Primacare, but if this isn’t the case we hope to make the returns process as simple as possible.

Our policy lasts 10 days.
If 10 days have gone by since your purchase, unfortunately, we can’t offer you a refund.

To cancel your order you must contact us via telephone to notify us of your decision to return.
Below are our details in order to contact us:


086 11 77 462



To be eligible for a return; your item must be complete, unused and in the same condition that you received it.
It must also be in the original packaging. If we find that necessary packaging is missing, then we reserve the right to charge a fee to repackage the item(s).

Please note that there may be a 15% handling fee charged for all returned items and the costs for shipping will be deducted from the refund amount.

Several types of goods are exempt from being returned.
Due to the nature of our business and for hygiene reasons certain products are not eligible for return once opened.
Unless the product has a manufacturing fault and/or defect.

Some of these products include, but are not limited to the following:

  • Mattresses & overlays
  • Sleeping aids
  • Bathroom aids
  • Toilet aids
  • Nebulisers
  • Pressure care items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

  • Product with obvious signs of use
  • Mattress or other hygiene products that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Made to order and/or special order items
  • Failure to notify us of your desire to return your order
  • Any item that is returned more than 10 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit or amount will be refunded via EFT or a method of payment relating to your order within 7 days of the approval date.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@primacare.co.za.

Sale items

Only regular priced items may be eligible for a refund, unfortunately sale items may not be eligible for a refund.


In order to return your product, it will need to be returned to our main distribution center:
Unit 14 Kestrel Park, Longclaw Drive, Montague Gardens, Cape Town, South Africa.

You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping your item personally, you should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.


We will replace or repair items if they are received defective or damaged.
If your order is not delivered in good order, please send us an email to: info@primacare.co.za
We will then arrange the necessary.
If you wish to return the order yourself, after notifying us, please return to the below address:
Unit 14 Kestrel Park, Longclaw Drive, Montague Gardens, Cape Town, South Africa.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
Once the returned item is received, a gift certificate/credit will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about the return.