Jané Matrix Platform

UPDATE: With recent measures in place due to COVID-19, we may experience longer delivery times than normal.

ORDER CONFIRMATION:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

ORDER SHIPMENT:

If your order is stock and we process the charges to your credit card, it will ship within 5 business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@prams365.com

DAMAGES:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) arrive damaged, please send photos returns@prams365.com and we will process an insurance claim on your behalf.

CANCELLATIONS & REFUNDS:

If you change your mind, and would like to cancel your order, we will be happy to cancel your order for you and refund you the full amount if your product has not yet been packed and processed for shipping. Please email returns@prams365.com

If your order has shipped, you (the buyer) will be responsible for actual return shipping charges. Products returned should also be in original packaging, unopened and unused. Upon closer examination, if it is clear that a product has been opened, used or tampered with, you will be liable to pay the full amount of the cost of the product, as well as the shipping costs to return the product. Refunds will only be issued to the original credit card that you use when placing your order. 

RETURNS POLICY:

PRAMS365 offers a 30-day return policy for all products as a special service to ensure you are completely satisfied with your purchase. In addition to the statutory right of revocation of 14 business days, there is an extended refund of 30 days - which does not impact your statutory rights. What this means for you, is that you have a further 16 days right of return, and return the goods to us.

Please note that only "as new", unused items can be returned. Please take extra care not to remove any labels, stain items, use items, when returning. In order to be a valid return, the goods must not show any usage traces at all.

We will require you to send us an email returns@prams365.com. In the email, please include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem.

Upon initial confirmation of the problem, we will arrange for a pre-paid label with one of our partner couriers, such as UPS, for you to attach to the original product for return. All components and parts must be returned in the box with your product.

Once we receive the package, our specialists will conduct a thorough examination of your product to confirm the fault you raised, which can take between 3-5 working days to complete.

PRICE GUARANTEE 

We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price than us within six months of your purchase date please let us know and we will refund your original payment for the difference.  We want you to feel confident that you are getting the absolute best price for the product you are ordering.  If you find that our own website has a lower price for the same item you have ordered within six months of your purchase date will refund the difference as well.

To request your partial refund, simply send an e-mail titled ‘price match’ to orders@prams365.com with a link to the same product on our website, or on our competitors’ website within six months from the date of your order and we will process the credit accordingly.

OUR 100% PRICE GUARANTEE TERMS & CONDITIONS:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and ‘buy one, get one free’ offers are not eligible
• The item must be in stock on the competitor’s website
• The competitor must be an online store, they may not have a retail location
• The website cannot be a discounter or auction website (EG; eBay, overstock etc.)
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax