RETURN, REFUND & EXCHANGE POLICY

Welcome to LuxoraFitSA.

At LuxoraFitSA, customer satisfaction is important to us. This Return, Refund & Exchange Policy has been prepared in accordance with the applicable provisions of the Consumer Protection Act, 68 of 2008 ("CPA") and other applicable South African legislation. Our goal is to provide a fair, transparent, and efficient returns process while protecting both our customers and our business.

By placing an order with LuxoraFitSA, you acknowledge that you have read, understood, and agree to this policy.

1. Return Period

Return requests must be submitted within 7 (seven) calendar days from the date your order is delivered.

Requests received after this period may not be accepted unless otherwise required by the Consumer Protection Act or approved at the sole discretion of LuxoraFitSA.

2. Inspection of All Returned Products

Every returned product undergoes a mandatory inspection before any refund, replacement, repair, exchange, or store credit can be approved.

Our inspection may include determining:

• Whether the product has been used.
• Whether the product has been damaged after delivery.
• Whether the product has been altered, modified, or repaired.
• Whether all original accessories, manuals, packaging, and components are included.
• Whether the reported defect existed at the time of delivery.
• Whether the return qualifies under this policy and applicable South African law.

Submitting a return request does not automatically guarantee approval of a refund, replacement, exchange, repair, or store credit.

LuxoraFitSA reserves the right to decline any return that does not comply with this policy or applicable legislation.

3. Change of Mind Returns

LuxoraFitSA does not generally accept returns where the customer:

• Changed their mind.
• Ordered the incorrect item.
• No longer requires the product.
• Found the product elsewhere at a lower price.
• Is dissatisfied with the colour, style, or personal preference.

However, at our sole discretion, we may accept certain unused products for return where:

• The request is submitted within 7 days of delivery.
• The product is unused.
• The product remains in its original packaging or otherwise in a resalable condition.
• All original accessories, manuals, and components are included.
• The product passes our inspection.

Approved discretionary returns may be subject to:

• A handling and restocking fee of up to 10% of the purchase price.
• Return courier charges.
• Reasonable administrative costs incurred.

4. Non-Returnable Products

Unless otherwise required by law, the following products are not eligible for return due to change of mind:

• Products that have been used.
• Products damaged after delivery.
• Products missing original packaging, accessories, or components.
• Opened personal hygiene products.
• Custom-made or personalised products.
• Gift cards.
• Digital products or downloadable products.
• Products damaged due to misuse, abuse, negligence, improper care, improper storage, or unauthorised modifications.

Products purchased during promotions, clearance sales, or at discounted prices remain covered by your statutory rights under the Consumer Protection Act where applicable.

5. Defective Products

In accordance with Section 56 of the Consumer Protection Act, customers may return products that are defective, unsafe, or fail to perform as reasonably expected within six (6) months of delivery.

Every product reported as defective will be inspected to determine the cause of the fault.

A product will generally not be regarded as defective where the issue results from:

• Normal wear and tear.
• Misuse or abuse.
• Negligence.
• Accidental damage.
• Improper handling or storage.
• Failure to follow supplied instructions.
• Unauthorised repairs or modifications.
• Exposure to abnormal operating conditions.

Where a product is confirmed to be defective under the Consumer Protection Act, LuxoraFitSA will provide the appropriate remedy required by law, including repair, replacement, or refund, as applicable.

6. Return Shipping

Where a return is approved because:

• The incorrect item was supplied;
• The product arrived damaged; or
• The product is confirmed to be defective under applicable South African law,

LuxoraFitSA will arrange or reimburse reasonable return shipping costs where required by law.

For all other approved returns, including discretionary change-of-mind returns, customers are responsible for return shipping costs.

We strongly recommend using a tracked courier service. Customers remain responsible for returned products until they have been safely received by LuxoraFitSA.

Original shipping charges are non-refundable unless otherwise required by law.

7. Refunds

Refunds will only be processed after:

• The returned product has been received.
• The inspection process has been completed.
• The return has been approved.

For approved discretionary returns, refunds may be reduced by:

• Return shipping costs.
• Handling fees.
• Restocking fees of up to 10%.
• Reasonable administrative costs where permitted by law.

Where a full refund is required under the Consumer Protection Act, no unlawful deductions will be made.

Approved refunds are issued to the original payment method used during checkout.

Depending on your bank or payment provider, refunds may take approximately 5–14 business days to reflect.

8. Exchanges

Exchanges are subject to:

• Product availability.
• Successful completion of the inspection process.
• Approval by LuxoraFitSA.

Where the replacement item has a higher purchase price, the customer will be required to pay the difference before dispatch.

Where the replacement item is of a lower value, any applicable difference will be refunded.

9. Fraud Prevention

To protect our customers and our business, LuxoraFitSA reserves the right to investigate, refuse, or cancel any return request where we reasonably suspect:

• Fraudulent activity.
• False defect claims.
• Product substitution.
• Abuse of our returns process.
• Misrepresentation.
• Attempts to obtain multiple refunds for the same purchase.

Where necessary, additional information may be requested before a return is processed.

10. Limitation of Liability

Nothing contained in this policy limits or excludes any consumer rights afforded under the Consumer Protection Act or any other applicable South African legislation.

Subject to applicable law, LuxoraFitSA shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from the purchase or use of any product.

Where permitted by law, LuxoraFitSA's maximum liability shall not exceed the purchase price paid for the relevant product.

11. Force Majeure

LuxoraFitSA shall not be liable for any delay or failure to perform its obligations where such delay or failure results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters.
• Floods.
• Fires.
• Pandemics.
• Government restrictions.
• Labour strikes.
• Transportation disruptions.
• Supplier shortages.
• Power outages.
• Internet or communication failures.

12. How to Request a Return

To request a return, please contact us within the applicable return period and provide:

• Your order number.
• Your full name.
• The reason for your return.
• Clear photographs or videos where applicable.

Please do not return any product without first receiving return authorization from LuxoraFitSA.

Once your request has been reviewed, we will provide detailed return instructions.

Contact Us

If you have any questions regarding this policy or wish to request a return, please contact us:

LuxoraFitSA

Email: luxorafitsa@outlook.com

Business Hours: Monday – Friday, 08:00 – 17:00 (SAST)

We are committed to resolving customer concerns fairly, efficiently, and in accordance with South African consumer law.