Cancellation, Returns, Replacement & Refund Policy

Customers may request to cancel an order within two (2) hours of placing it or before the order has been dispatched, whichever occurs first.

Cancellation requests received within this period will be accepted for standard stocked products that have not been specially procured or customised. ProcureNPay reserves the right to commence procurement immediately upon order confirmation.

Orders for quotation-based, special order, non-stock, customised, configured, project-specific, or made-to-order products cannot be cancelled once the order has been confirmed.

Cancellation requests received after the above timeframe or after the order has been dispatched will generally not be accepted.

As ProcureNPay primarily serves businesses and procures products specifically against customer requirements, returns due to change of mind, incorrect product selection, ordering errors, duplicate purchases, pricing concerns, or products no longer being required will not be accepted.

Returns will only be considered where:

• An incorrect product has been supplied by ProcureNPay.
• The product has sustained transit damage.
• The product has a verified manufacturing defect upon delivery.
• The product materially differs from the confirmed order specification.

All return requests must be reported within 24 hours of delivery together with clear photographs of the product, packaging (where applicable), and a description of the reported issue. Products returned without prior written approval from ProcureNPay will not be accepted.

To be eligible, a returned product must:

• Be unused and in its original condition.
• Be returned with all original packaging, manuals, accessories, labels, warranty cards, and protective materials.
• Not have been installed, configured, activated, registered, or used.
• Show no signs of customer-inflicted damage, markings, tampering, misuse, or unauthorised modification.
• Be returned in the same condition in which it was delivered.

Products failing to meet these conditions may be rejected and returned to the customer.

All approved returns are subject to inspection by ProcureNPay and, where applicable, the manufacturer, authorised distributor, or authorised service centre.

ProcureNPay reserves the right to reject any return where the reported issue cannot be verified or where the product does not comply with this policy.

Where no manufacturing defect or supply error is identified, the product may be returned to the customer, and any applicable collection, inspection, delivery, or restocking charges may apply.

Where a product is confirmed to have been supplied incorrectly, damaged during transit, or found to have a verified manufacturing defect, ProcureNPay will, at its sole discretion:

• Replace the product with the same model or an equivalent product, subject to availability; or
• Arrange repair through the manufacturer or authorised service centre, where applicable.

Replacement shall be the preferred remedy wherever reasonably possible.

Subject to an approved return in accordance with this policy, refunds will only be considered where:

• ProcureNPay is unable to supply the confirmed product.
• A replacement product is unavailable.
• A return has been approved under this policy and replacement is not reasonably possible.

Approved refunds will be processed using the original payment method wherever reasonably practicable. Where mutually agreed, ProcureNPay may alternatively issue the approved refund as a customer wallet balance, store credit, or voucher for future purchases.

Delivery charges, installation charges, handling fees, payment gateway charges, banking charges, and any third-party service costs are non-refundable unless the return is solely due to an error by ProcureNPay.

Refunds are generally processed within 30 calendar days from the date of refund approval. Processing times may vary depending on the payment method, product category, procurement arrangements, and any manufacturer or supplier verification requirements.