Refund policy

LOURO Refunds & Returns Policy

(Consumer Protection Act, No. 68 of 2008)

At LOURO, each piece is thoughtfully designed and meticulously crafted. While we hope your purchase becomes part of your everyday life, we understand that circumstances may arise where a return is necessary. This policy outlines your rights and our process in accordance with the South African Consumer Protection Act (“CPA”).

1. Change of Mind Returns (Cooling-Off Period)

If you purchased a LOURO product online or via direct marketing, you may cancel your purchase within 5 business days of receiving the item, in line with Section 16 of the CPA.

Conditions:

  • Returned items must:

  • Be unused and unworn

  • Be in their original condition

  • Be returned in original packaging, with all tags and accessories intact

  • Be reported for return within 5 business days of delivery

Refunds & Fees:

A R100 restocking fee will be deducted from the refund amount to cover inspection, handling, and repackaging

Return courier costs are for the customer’s account

Original delivery fees are non-refundable

Refunds will be processed within 10 business days of the item being received and approved.

2. Items Excluded from Change-of-Mind Returns

The following items are not eligible for return unless defective:

  • Personalised or custom-made products

  • Items made to the customer’s specific measurements or requirements

  • Items showing signs of use, wear, damage, or alteration

  • Items returned without original packaging or tags

3. Defective, Damaged, or Incorrect Items

If a product is:

  • Defective

  • Damaged upon delivery

  • Incorrectly supplied

  • Not fit for its intended purpose

You may return it within 6 months of delivery, as provided for in Section 56 of the CPA.

Your choice of remedy:

  • Repair

  • Replacement

  • Refund

In these cases:

No restocking fee applies

LOURO will cover all reasonable return shipping costs

Refunds or replacements will be processed once the item has been inspected and the defect confirmed

4. Returns Process

To initiate a return, please contact us at support@lourocollective.co.za with:

  • Your order number

  • Reason for return

  • Supporting images (where applicable)

Once approved, return instructions will be provided.

Please note: Returns sent without prior authorisation may not be accepted. Items remain the customer’s responsibility until received by LOURO

5. Refund Method & Timing

Approved refunds will be processed via the original payment method used at checkout.

Please allow up to 10 business days from receipt and inspection for processing

6. Exchanges

Should you wish to exchange an item, we recommend initiating a return in accordance with this policy and placing a new order once the return has been approved.

7. Our Commitment

LOURO is committed to fair, transparent and premium service. Nothing in this policy limits or waives any rights afforded to consumers under the Consumer Protection Act.