Refund policy

Refund Policy of The Lumen Collective

Last Updated: 3 March 2024

1. Comprehensive Return Policy

  • We accept returns within 30 days of purchase. To qualify, items must be unused, in their pristine original condition, and contained in the unblemished original packaging. A proof of purchase is mandatory for all returns.
  • Customers are obliged to initiate the return process through formal communication with our customer service at returns@thelumencollective.co.za. Whereupon a return authorisation will be granted along with detailed instructions.

2. Policy for Returns of Unwanted Products

  • Should you reconsider your decision regarding a product, it is permissible to return it within the established 30-day period, provided the item remains in its untarnished original state.
  • Upon receipt and confirmation of the item's condition aligning with our return prerequisites, we shall expedite your refund to the original method of payment within a specified number of business days.

3. Protocol for Damaged Products During Transit

  • Any damage incurred during transit must be reported within 7 days of receipt. We require photographic evidence and a comprehensive description of the damage for our records.
  • We may request that the damaged goods be returned. We will bear the shipping
    expenses.
  • Subsequent to damage verification, we will arrange for a replacement to be dispatched to you, incurring no additional charges.

4. Handling of Manufacturing Defects

  • Manufacturing defects should be reported within 30 days of purchase. In certain cases, we might require the defective product to be returned for an in-depth inspection.
  • Upon validation of a manufacturing defect, a replacement will be furnished.

5. Allocation of Shipping Costs for Returns

  • The onus of shipping costs for returning non-defective products lies with the customer.
  • In instances of returns attributable to damaged or defective products, we will bear the shipping expenses.

6. Duration for Processing Refunds and Replacements

  • Initial Assessment: Upon receipt of the returned item, our team will conduct an initial inspection within 2 working days to ascertain its condition and eligibility for a refund or replacement.
  • Communication: Customers will be notified of the inspection outcome and the subsequent steps. If a refund is approved, we will immediately initiate the refund process.
  • Refund Processing Time: While we aim to process refunds promptly, customers should allow up to 1-2 working days for the transaction to be processed by our financial department. Please note that the time it takes for the refund to reflect in your account can vary depending on your bank or payment service provider.
  • Replacement Dispatch: In the case of replacements, once the return is approved, the replacement item will be dispatched within 2 working days. Customers will be informed of the dispatch date and expected delivery timeline.

7. Exclusions and Non-returnable Items

  • Specific Non-Returnable Products: This category includes custom-made or personalised items, as well as products that are part of special promotions or clearance sales. These exclusions will be prominently highlighted on their respective product pages.
  • Electrical Safety Compliance: Due to safety and compliance reasons, products that have been installed or tampered with cannot be returned.
  • Hygiene and Safety: Items that can pose a hygiene or safety risk if returned, such as certain outdoor lighting accessories, are also non-returnable.
  • Final Sale Items: Products marked as 'Final Sale' or 'Non-Returnable' at the time of purchase are not eligible for returns.
  • Proof of Non-Eligibility: We reserve the right to request photographic evidence or a detailed description to confirm a product’s non-returnable status under this policy.

8. Electrical Product Usage and Safety Disclaimer

  • All electrical products must be utilised in strict accordance with the manufacturer's guidelines and conforming to local electrical safety standards. Improper utilisation, such as overloading, incorrect installation, or use in incompatible environments, may lead to electrical issues including but not limited to overheating, short-circuiting, or damage to the appliance and surrounding devices. Such misuse not only invalidates the entitlement to a refund or replacement under this policy but may also pose safety risks. Customers are strongly advised to adhere to all safety and usage instructions to prevent potential hazards.

9. Legal Compliance and Dispute Resolution

  • Compliance with Laws: This policy is meticulously crafted to comply with the Consumer Protection Act and other relevant South African legislation. We regularly review and update our policies to align with any legislative changes.
  • Dispute Resolution Process: In the event of a dispute, customers are encouraged to contact our customer service team first. If the issue cannot be resolved satisfactorily, it may be escalated to an internal review team for a more in-depth investigation.
  • External Mediation: For unresolved disputes, we may advise seeking external mediation or arbitration, in accordance with South African legal guidelines, before pursuing legal action.
  • Legal Recourse: Customers retain the right to seek legal recourse through the South African court system if a satisfactory resolution is not reached through the above channels.

10. Amendments to the Refund Policy

  • We reserve the right to update or modify this policy at our discretion. Any amendments will become effective immediately upon their publication on our website.

11. Extensive Contact Information

  • For any inquiries or to initiate a return, please reach out to us at orders@thelumencollective.co.za.