Luxplus

Returns & Refunds

Return and Refund Policy

Luxplus aims to provide a seamless shopping experience while respecting your rights under the Consumer Protection Act (CPA) and the Protection of Personal Information Act (POPIA). This policy outlines how returns, exchanges, and refunds are handled for purchases made on our website or in‑store.

Eligibility

  • Items must be returned within 14 calendar days of delivery or in‑store pickup.
  • Products must be unused, in original condition, with all tags, labels, and packaging intact.
  • Proof of purchase (order number or till slip) is required for all returns.
  • Certain categories are non‑returnable for hygiene or safety reasons (see Exceptions below).

How to Initiate a Return

  • Contact our Customer Care team via email at returns@luxplus.co.za or call +27 10 000 1234 within the 14‑day window.
  • Provide your order number, reason for return, and preferred resolution (refund, exchange, or store credit).
  • We will issue a Return Authorisation (RA) number and email you a prepaid return label (for nationwide deliveries) or instructions for in‑store drop‑off.
  • Pack the item securely, include the RA number inside the parcel, and attach the label if applicable.
  • Drop off the parcel at any designated courier point or bring it to our shop at Shop number A121, China Mall, 103 Main Reef Rd, Amalgam, Johannesburg.

Return Shipping

  • For online orders, Luxplus covers return shipping costs when the return is due to our error (defective, wrong item, or damaged on arrival).
  • If you change your mind or simply prefer a different item, you are responsible for the return shipping fee, which will be deducted from your refund.
  • In‑store purchases can be returned directly to the shop at no shipping cost.

Refund Method and Timing

  • Refunds are processed to the original payment method (EFT bank account or card) within 5‑7 business days after we receive and inspect the returned item.
  • If you opted for an exchange, the replacement item will be shipped within 3‑5 business days after approval.
  • Store credit, if chosen, is issued instantly as a unique code emailed to you.

Exceptions and Non‑returnable Items

  • Personal care products (e.g., cosmetics, skincare, underwear, swimwear) once opened or used.
  • Perishable goods (food, supplements with limited shelf life).
  • Customised or made‑to‑order items.
  • Final sale merchandise marked as such on the product page.
  • Items showing signs of wear, damage, or missing original packaging.

In‑store Collection Returns

  • Bring the item, till slip, and the card used for payment to our shop.
  • Our staff will verify eligibility and process the refund or exchange on the spot.
  • Refunds to card are typically reflected within 3‑5 business days; cash refunds are given immediately for cash purchases.

Data Protection (POPIA)

  • Any personal information collected during the return process (name, contact details, payment info) is handled in accordance with POPIA.
  • Data is used solely to process your return, refund, or exchange and is stored securely for the legally required period.
  • You may request access to, correction of, or deletion of your personal data by contacting our POPIA Officer at privacy@luxplus.co.za.

Contact Us

  • Email: returns@luxplus.co.za
  • Phone: +27 10 000 1234 (Monday–Friday, 08:00–17:00 SAST)
  • Physical address: Shop number A121, China Mall, 103 Main Reef Rd, Amalgam, Johannesburg

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FAQ

How long do I have to return an item?

You have 14 calendar days from the date of delivery or in‑store pickup to initiate a return.

Do I need to pay for return shipping?

Return shipping is free if the return is due to our error (defective, wrong, or damaged item). For change‑of‑mind returns, you cover the shipping cost, which will be deducted from your refund.

What condition must the item be in to be accepted?

The item must be unused, in its original condition, with all tags, labels, and packaging intact, and accompanied by proof of purchase.

How will I receive my refund?

Refunds are issued to the original payment method (EFT or card) within 5‑7 business days after we receive and inspect the returned item. Store credit is available as an instant emailed code.

Can I exchange an item instead of getting a refund?

Yes. When you contact us, specify that you prefer an exchange. We will ship the replacement item once the return is approved, typically within 3‑5 business days.

Are there any items that cannot be returned?

Yes. Personal care products once opened, perishable goods, customised items, final‑sale merchandise, and items showing wear, damage, or missing original packaging are non‑returnable.

How do I return an item bought online to the physical shop?

Bring the item, your till slip, and the card used for payment to Shop number A121, China Mall. Our staff will process the return or exchange on site.

What happens to my personal data during the return process?

Your personal information is collected solely to manage your return, refund, or exchange, stored securely, and processed in compliance with POPIA. You may request access, correction, or deletion at any time.

Who do I contact if I have further questions?

Email returns@luxplus.co.za, call +27 10 000 1234, or visit our shop at the address above. Our team is ready to assist you.