Refund policy

Return & Refund Policy

At Luxora Beauty Lab SA, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. This Return & Refund Policy outlines your rights and our procedures in accordance with the Consumer Protection Act, 68 of 2008 (South Africa).

1. Return Eligibility

You may request a return within 7 calendar days of receiving your order.

To qualify for a return, the product must:

  • Be unused and in its original condition.
  • Be returned in its original packaging with all accessories and components.
  • Include proof of purchase (order confirmation or receipt).
  • Be free from damage caused by misuse, negligence, or normal wear and tear.

2. Hygiene Products

For health and hygiene reasons, we cannot accept returns on beauty and personal care products that have been:

  • Opened after delivery.
  • Used or tested.
  • Missing hygiene seals where applicable.

This does not apply if the item is faulty, damaged upon arrival, or incorrectly supplied.

3. Inspection Process

All returned items are inspected upon arrival at our facility.

Following inspection, we will determine whether the product qualifies for:

  • A full refund.
  • A replacement.
  • A store credit.
  • Or whether the return request is declined.

Customers will be notified of the inspection outcome via email.

4. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of:
    • The product.
    • The packaging.
    • Any visible damage.

Once verified, we will arrange an appropriate solution at no additional cost.

5. Refunds

Once your returned item has been inspected and approved, your refund will be processed.

Approved refunds will be issued to your original payment method.

Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

6. Return Shipping Costs

If the return is due to:

  • A change of mind.
  • Ordering the incorrect product.
  • No longer wanting the item.

The customer is responsible for all return shipping costs.

If the return is due to:

  • A defective product.
  • An incorrect item supplied.
  • A product damaged during delivery.

Luxora Beauty Lab SA will cover the reasonable return shipping costs.

7. Non-Returnable Items

The following items cannot be returned unless they are defective or incorrectly supplied:

  • Opened beauty or skincare products.
  • Used personal care products.
  • Gift cards.
  • Clearance or final-sale items.
  • Products damaged through misuse or improper handling.

8. Late Return Requests

Return requests submitted after 7 calendar days from the delivery date may not be accepted unless required by applicable South African consumer law.

Where approved at our discretion, a handling or restocking fee may apply.

9. Order Cancellations

Orders may only be cancelled before they have been packed or dispatched.

Once an order has been shipped, it cannot be cancelled and must instead follow this Return & Refund Policy.

10. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Luxora Beauty Lab SA

📧 Email: luxorabeautylabsa@outlook.com

🇿🇦 South Africa

Website Ownership

This website is owned and operated by Jurie van Aswegen, trading as Luxora Beauty Lab SA.

Note: This policy is intended to complement your rights under the South African Consumer Protection Act (CPA). Nothing in this policy limits or excludes any rights you may have under applicable South African law.