In terms of Section 16 of the Consumer Protection Act, if you purchased goods or entered into a service agreement as a result of direct marketing (including via our website or electronic communications), you have the right to cancel that transaction within 5 (five) business days of the date:

• You signed the agreement; or

• You received the goods, whichever is the later date.

To exercise this right, contact us at returns@primelinktelecoms.co.za or call +27 87 0126 730 within the 5-business-day period. Goods must be returned in their original, undamaged condition. Prime Link Telecoms will arrange collection at no charge to you, and a full refund will be processed within 15 business days of receiving the returned goods in acceptable condition.

General Returns — Hardware (30-Day Policy)

Outside of the 5-day cooling-off period, you may return a hardware item (router, device, or accessory) within 30 days of purchase, provided:

• The item is in its original packaging with all accessories, manuals, and seals intact.

• The item has not been damaged, tampered with, or used in a manner inconsistent with its purpose.

• Proof of purchase (invoice or order confirmation) is provided.

• The item is not excluded from returns (see exclusions below).

Defective or Faulty Goods — Section 56 CPA

In terms of Section 56 of the Consumer Protection Act, all goods sold by Prime Link Telecoms carry an implied warranty of quality for a period of 6 (six) months from the date of delivery. If a good is found to be defective, unsafe, or not of good quality within this period, you are entitled to:

• Have the goods repaired or replaced at no charge; or

• Receive a full refund — at your election.

Prime Link Telecoms will not charge you for collection, assessment, or replacement of goods confirmed as defective. Assessment takes up to 7 business days. You will be contacted with the outcome.

Service Cancellations

LTE data plans and monthly service subscriptions are subject to the following:

• Month-to-month plans: Cancel anytime with 30 days' written notice. No cancellation penalty.

• Fixed-term contracts (if applicable): Early cancellation is subject to a reasonable penalty not exceeding 10% of the remaining contract value, as permitted under Regulation 5 of the Consumer Protection Act Regulations.

• Pre-paid data: Unused data may not be refunded once purchased, unless the service was not delivered due to a network or billing error.

Exclusions

The following are not eligible for return or refund:

• SIM cards that have been activated.

• Data or airtime vouchers once redeemed.

• Goods damaged due to misuse, accident, or unauthorized modification.

• Software, digital downloads, or service credits once used.

• Items returned without proof of purchase.

Refund Processing

How to Initiate a Return

To initiate a return or request a refund, contact us at:

Legal References

• Consumer Protection Act 68 of 2008 — Sections 16, 20, 55, 56.

• ICASA End-User and Subscriber Service Charter Regulations, 2016.

• Electronic Communications and Transactions Act 25 of 2002.