Help centre
Delivery, returns, warranties, payment: the answers to the questions we are asked most. Our team is available seven days a week.
Delivery and tracking
How long does delivery take?+
Orders confirmed before 3pm ship the same day for items marked "ships now". Allow 2 to 3 days for the north of the country, 3 to 5 days for the southern provinces.
Is delivery free?+
The fee depends on the province and municipality you are shipping to. It appears at checkout as soon as you pick your destination.
How do I track my parcel?+
As soon as it ships, a tracking number appears on your order, under “My account” then “My orders”.
Returns and refunds
How long do I have to change my mind?+
You have 30 days from delivery to change your mind, no reason needed. The product must be complete and in a condition that allows resale.
Do I pay for the return?+
No. A prepaid label is provided on request from your order details.
When am I refunded?+
Refunds are issued within 5 working days of us receiving and checking the product, to your original payment method.
Warranties
What warranty applies?+
New products carry a 24-month parts and labour warranty. Refurbished products carry the same 24 months; used products are covered for 6 months.
What is Trade Assurance?+
It is our enhanced protection: payment is released to the seller only once the product is confirmed as described. In a dispute, Pravia refunds you in full.
What does refurbishment cover?+
Every refurbished device passes 32 checkpoints. The battery is guaranteed at over 85% of its original capacity.
Payment
How does payment work?+
Payment is in cash, on delivery. Nothing is charged when you order: the courier collects the amount when handing over your parcel.
Do I need an account to order?+
No. Ordering takes no sign-up: first name, last name, province and municipality are enough. An account only helps you find your past orders later.
Become a seller
How do I join the marketplace?+
Write to [email protected] with your company registration number and your catalogue. Our team replies within 48 working hours.
What commission do you charge?+
8% of the sale price excluding delivery, with no subscription and no listing fees.
How are payouts handled?+
Payouts are made twice a month, once the cooling-off period on the relevant orders has passed.
Still not found what you need?
Our customer service answers Monday to Sunday, 9 am to 8 pm.
Looking for a product? Browse the catalogue