Refund policy

1. Your Rights Under South African Law

In accordance with the Consumer Protection Act, customers who purchase goods online are entitled to return them within 7 days of delivery, without providing a reason.

To qualify:

  • The item must be unused and in its original condition
  • It must be returned in the original packaging
  • Proof of purchase must be provided

Please note that return shipping costs for this type of return are the responsibility of the customer.

2. Non-Returnable Items

The following items cannot be returned:

  • Products that have been used or damaged by the customer
  • Items not in their original condition or packaging
  • Gift cards (if applicable)

Sale items may only be returned if defective.

3. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Clear photos of the product and packaging

In these cases, Lum and Co will:

  • Arrange collection or provide a return waybill
  • Offer a replacement or full refund, depending on your preference

This is in line with your rights under the Consumer Protection Act.

4. Return Process

To initiate a return:

  1. Email us at info@lumandco.co.za with your order number and reason for return
  2. Once approved, we will provide return instructions
  3. Securely package the item and send it back using the provided details

Please do not return items without prior approval.

5. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed to your original method of payment
  • Please allow 5–10 business days for the refund to reflect, depending on your bank

6. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange for the same item, please contact us at info@lumandco.co.za

7. Important Notes

  • Lum and Co reserves the right to refuse returns that do not meet the conditions outlined above
  • We are not responsible for returns lost in transit if you arrange your own shipping