Returns Policy

  1. Other legal documents

    1. This policy document must be read in conjunction with the accompanying website terms of use, terms and conditions of sale, shipping and delivery policy, privacy policy, and returns policy, which collectively make up your agreement with us.

  2. Introduction

    1. As a customer, you should receive the product you purchased, exactly as it is described and depicted on our website.

    2. We understand that from time to time you may need to return a product to us.

    3. We have created this policy to enable you to return products to us in appropriate circumstances.

    4. This policy shall apply to all of our customers, irrespective of their geographical location.

    5. This policy shall apply to all orders submitted through the Lunathi website or through marketplace websites through which we may avail our products.

    6. This document does not affect any statutory rights you may have as a consumer – such as rights under the Consumer Protection Act, No. 68 of 2008 (CPA) or the National Credit Act, No 34 of 2005.

  3. Returns

    1. You are entitled to return a product purchased through lunathi.com only if:

      1. we receive and approve your return authorisation request within seven (7) calendar days of taking delivery of the product;

      2. we receive the returned product, at the address specified in the return authorisation, within 7 (seven) calendar days of approving your return authorisation request;

      3. the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with all labels still attached, and otherwise in a condition enabling us to sell the product as new;

      4. all promotional items and free gifts are returned unused and in their original packaging together with the returned product;

      5. you comply with the procedure set out in this policy in relation to the return of the product; and

      6. none of the exclusions set out in this policy apply.

    2. We may, at our sole discretion, agree to accept the return of a product that has been removed from its original packaging for the purpose of inspection, measurement and/or fitment, provided that:

      1. the returned product is unused, with all labels still attached, and otherwise in a condition enabling us to sell the product as new;

      2. the product is not damaged, torn, stained, stretched, disfigured, or in anyway distorted from its original shape or form.

      3. in the event that the original product packaging and/or labelling is no longer fit for reuse, we may charge a re-stocking fee equivalent to 25% of the original amount paid at the time of purchase in order to render the product fit for resale.

    3. If, upon receipt of your returned product, we find that you have not complied with all the returns entitlement rules in 3.1 (and where applicable, 3.2), above, or have misrepresented the true state of the product being returned, your return authorisation will be rescinded and your returned product will not be eligible for exchange, replacement or refund.

  4. Exchanges / replacements

    1. A returned product will be eligible to be exchanged or replaced with another of the same or similar specification and price only if:

      1. upon receipt you find that the incorrect product was shipped to you by our dispatchers – i.e. the product received differs from the product configuration selected at the time of purchase in terms of colour, size or style.

      2. upon receipt you find the product is missing certain parts and/or key features which were specifically included in the advertisement or description on our website;

      3. upon receipt you find the product to be faulty or defective -i.e. possess a material imperfection in manufacture or productionthat renders it unable to function or to be used for the purpose it was advertised as being intended for;

      4. upon receipt you find that the product is completely different in colour, specification, type and/or configuration from that advertised or depicted on our website;

      5. upon receipt you discover that the product does not fit as intended due to normal style or design related size variation in apparel, footwear, eyewear, and related accessories;

    2. In the event that the required exchange or replacement product is not immediately available, Lunathi reserves the right to issue you with an in-store credit that you may use to repurchase the product in the desired size and configuration when it becomes available orto purchase anything else within the website.

    3. Failure to comply with all the return entitlement rules in section 3, above, will result in your exchange or replacement request being rejected.

  5. Refunds

    1. A returned product will be eligible for a refund of the price or amount you paid to us only if:

      1. upon receipt you find that the product is completely different in colour, size, specification, type and/or configuration from that advertised or depicted on our website; or

      2. upon receipt you find that the product cannot be used in the manner or for the purpose it was advertised as being intended for;

    2. We will not refund to you the original shipping and delivery charges relating to the returned product.

    3. We will not refund to you any costs you incur in returning the product to us.

    4. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

    5. In the event that we are not able to process your refund using the same method originally used by you, Lunathi reserves the right to refund you in the form of in-store credits that you may use on anything within the website.

    6. We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

    7. Failure to comply with all the returns entitlement rules in section 3, above, will result in your refund request being rejected.

  6. Returns procedure

    1. In order to exercise your rights under this policy, you must send us a return authorisation request contact using this link.

    2. If approved, you will receive a return authorisation number which you must include with the returned product when sending to Lunathi.

    3. Products returned under this policy must be sent by Fastway (or other courier service authorised by Lunathi) signed for delivery to Prism Office Park, Ruby Close, Fourways, Johannesburg, Gauteng, South Africa.

    4. You will be responsible for paying the courier shipping and delivery costs associated with returns under this policy.

  7. Exclusions

    1. The following consumable and time-sensitive products may not be returned under this policy:

      1. food, drink and any other products liable to deteriorate in the time following dispatch;

      2. DVDs, CDs and other audio or video or audio-visual recordings;

      3. computer software (whether on CD-ROM, DVD-ROM or otherwise); or

      4. newspapers, periodicals, magazines or similar products;

    2. The following types of personalised products may not be returned under this policy:

      1. any product made or customised to your specification;

      2. any product made or imported especially for you;

      3. any product personalised or adapted for you; or

      4. gift vouchers.

    3. For reasons of public health and hygiene the following types of products may not be returned under this policy:

      1. intimates and under garments such as underwear, panties, bras, and boxers;

      2. any swimwear, lingerie, socks, hosiery, or bodysuits;

      3. any body-piercing jewellery such as earrings, navel rings, nose rings etc.; or

      4. all personal health, medicinal, toiletry and cosmetic products.

    4. All products sold as end-of-season or clearance sale items may not be returned under this policy.

  8. Improper returns

    1. If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

      1. we will not refund the purchase price or exchange the product;

      2. we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

      3. if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  9. Our details

    1. This website is owned and operated by Touch Light Solutions (Pty) Ltd.

    2. Our principal place of business is at Prism Office Park, Ruby Close, Fourways, Johannesburg, Gauteng, South Africa.

    3. You can contact us:

      1. using our website contact form;

      2. by telephone, on the contact number published on our website; or

      3. by email, using the email address published on our website.

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