Refund policy

At Lux Cart, we want our customers to shop with confidence. If you are not satisfied with your purchase, we aim to make the return and refund process as straightforward as possible while respecting your rights under South African consumer law.

This policy applies to purchases made through the Lux Cart online store, including skincare appliances, personal care devices, toys and related products.

Our returns policy is governed primarily by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), where applicable.

1. Seven-Day Return Policy

Customers must notify Lux Cart of their intention to return an eligible item within 7 days of receiving the goods.

For online purchases, the statutory cooling-off period under section 44 of the ECT Act runs for seven days after receipt of the goods, rather than seven days after placing or paying for the order.

To request a return:

• Contact Lux Cart within the applicable seven-day period.
• Provide your order number, the name of the item and the reason for the return.
• Wait for return instructions before sending the item back.
• Package the item securely and include all accessories, manuals and components supplied with the product.

The seven-day period does not remove or limit any additional rights you may have under South African law, including rights relating to defective, unsafe or incorrectly supplied goods.

2. Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within the applicable seven-day cooling-off period, subject to the relevant legal requirements and exceptions.

Items should be returned in their original condition, with all accessories, components, manuals and packaging where reasonably possible.

Lux Cart may assess the condition of returned items in accordance with applicable law. We will not automatically reject a return merely because the original packaging has been opened where the law protects the consumer's right to inspect the goods.

Where a statutory cooling-off right applies, the customer is responsible for the direct cost of returning the goods to Lux Cart, as permitted by section 44 of the ECT Act.

Return delivery costs are not refundable by Lux Cart for eligible change-of-mind returns where the law permits those costs to be charged to the customer.

3. Return Delivery Costs

Customers are responsible for return delivery costs for eligible change-of-mind returns and statutory cooling-off returns, where permitted by law.

Customers must arrange and pay for suitable return shipping or courier collection unless Lux Cart agrees otherwise in writing.

We recommend using a trackable courier service and retaining proof of postage until the return has been completed.

However, if an item is defective, unsafe, faulty or otherwise qualifies for a return at the supplier's expense under applicable South African law, Lux Cart will bear the return costs and risk as required by law.

Lux Cart will not require a customer to pay return delivery costs where doing so would unlawfully limit the customer's statutory rights.

4. Defective, Faulty or Unsafe Products

We take product quality seriously. If you receive an item that is defective, faulty, unsafe or does not meet the applicable legal requirements, please contact us as soon as reasonably possible 

 

5. Incorrect or Damaged Deliveries

If you receive the wrong product, a missing component or an item damaged during delivery, please notify Lux Cart as soon as possible.

Please include:

• Your order number.
• A description of the problem.
• Photographs of the product and its packaging, where available.

Where Lux Cart is responsible for supplying an incorrect item or where the goods qualify for a return at the supplier's expense under applicable law, Lux Cart will arrange an appropriate remedy and bear the applicable return delivery costs.

We will assess the circumstances and offer the remedy required by law.

6. Skincare Appliances and Hygiene-Sensitive Products

For hygiene, health and safety reasons, Lux Cart may apply additional handling requirements to skincare appliances and personal care products.

Customers should carefully inspect product descriptions and instructions before use.

Where permitted by law, Lux Cart may decline a change-of-mind return of a product that has been used in a manner that makes it unsuitable for resale for legitimate hygiene or safety reasons.

This may include certain facial cleansing devices, beauty tools and other personal care appliances.

However, hygiene considerations will not automatically exclude a customer's statutory rights. If a product is defective, unsafe or otherwise qualifies for a return under applicable law, the return will be assessed according to those legal requirements.

Customers should not send back products containing bodily fluids, contaminated products or hazardous materials without first contacting Lux Cart for safe handling instructions.

8. Conditions for Returning an Item

For a smooth return process, customers should:

• Contact Lux Cart within the applicable return period.
• Supply proof of purchase or an order number.
• Include all accessories and components supplied with the item.
• Package the product securely to prevent damage in transit.
• item should not be  altered, damaged or used beyond what is reasonably permitted for inspection, where the law allows a restriction.
  

Customers should not return products to an address that has not been confirmed by Lux Cart.

A failure to retain original packaging will not automatically invalidate a return where the law provides otherwise.

9. Refunds

Once a returned product has been received and assessed, Lux Cart will communicate the outcome to the customer.

Approved refunds will be processed using the original payment method where reasonably possible, subject to payment-provider procedures and applicable law.

For cancellations under section 44 of the ECT Act, any refund due must be made within 30 days of cancellation, as provided by that section.

Other statutory refunds will be processed within the period required by the applicable law.

For a qualifying change-of-mind cooling-off return, Lux Cart will refund the amounts required by law. The direct cost of returning the goods may be charged to the customer as permitted by section 44.

For qualifying defective-goods returns, the applicable statutory remedy will be provided without unlawful deductions or return charges.

Your bank or payment provider may take additional time to display a processed refund.

10. Exchanges

Customers who would prefer a different product may contact Lux Cart to request an exchange.

Exchanges are subject to stock availability and the applicable legal requirements.

Where an exchange is requested purely because a customer has changed their mind, the customer may be responsible for the associated delivery costs, where permitted by law.

Where an exchange is required to remedy defective or incorrectly supplied goods, Lux Cart will bear the applicable costs where required by law.

11. Items That Cannot Be Returned

Some products may be excluded from change-of-mind returns where a lawful exclusion applies, including products that:

• Are prohibited from being returned under applicable public-health or other regulations.
• Have been altered, damaged or used beyond what is reasonably permitted for inspection, where the law allows a restriction.
• Are subject to a legitimate hygiene or safety restriction applicable to the particular product and circumstances.

These exclusions are not blanket exclusions. Lux Cart will consider the type of product, its condition, the reason for the return and the customer's statutory rights before making a decision.

Defective or unsafe goods will be handled in accordance with the Consumer Protection Act and other applicable legislation.

12. Orders That Have Not Yet Been Delivered

If you wish to cancel an order before dispatch, please contact Lux Cart as soon as possible.

Cancellation requests will be assessed according to the order's status and applicable law. If an order has already been dispatched, return arrangements may be necessary.

Nothing in this section limits any statutory right to cancel an order or receive a refund.

13. How to Request a Return

To start a return, go on to our website then click returns to start a return

Please provide the following information:

• Full name used for the order.
• Order number.
• Product name.
• Date the goods were received.
• Reason for the return.
  

Lux Cart will provide the applicable return instructions and explain any relevant shipping arrangements.

Please retain your proof of postage or courier tracking information until the matter is resolved.

14. Consumer Rights and Disputes

This policy must be read together with the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and any other applicable South African legislation.

If any provision of this policy conflicts with a mandatory consumer protection requirement, the applicable law will prevail.

Customers who are dissatisfied with the handling of a return may contact Lux Cart to request a review. They may also approach an appropriate consumer-protection body or dispute-resolution service where applicable.

15. Policy Amendments

Lux Cart may update this policy from time to time to reflect changes in its business practices or applicable law.

The version published on our online store will apply subject to any legal requirements concerning existing orders and consumer rights.

16. Contact Us

For return, refund or exchange enquiries, please contact Lux Cart through the customer-service email admin.luxcart.co.za or contact form published on our online store.

Please include your order number in all return-related communications to help us assist you efficiently.

Thank you for shopping with Lux Cart. We appreciate your business and are committed to fair, transparent and lawful customer service.