Returns & Refunds
Returns, Refunds & Order Cancellations
At Lunoky Trading (Pty) Ltd, we want you to receive the correct products in good condition. This policy explains how to contact us about returns, refunds and order cancellations. It does not limit your rights under South African consumer law.
How to request assistance
Contact us via WhatsApp: 067 199 6954 or email sales@lunokytrading.co.za. Please provide your order number, the product concerned and a description of the issue. Photos of damaged or incorrect goods can help us assist you faster, where available.
Incorrect, damaged or defective products
If you receive the wrong product, a leaking or damaged item, or goods that are defective or unsafe, please contact us as soon as reasonably possible so we can arrange appropriate assistance. Under South Africa's Consumer Protection Act, where its implied warranty of quality applies, consumers may return qualifying defective, unsafe or substandard goods within six months of delivery, without penalty and at the supplier's risk and expense, and choose the remedy provided by law, including repair where appropriate, replacement or a refund.
We will provide return or collection instructions as appropriate. Please do not dispose of affected goods before we advise you, unless required for safety.
Changed your mind about an online order
For qualifying online transactions, section 44 of the Electronic Communications and Transactions Act provides a seven-day cooling-off period after receipt of goods, during which a consumer can cancel without giving a reason or paying a penalty. This right has statutory exceptions, including certain customised or otherwise excluded goods or transactions. We will assess requests in accordance with the applicable law and the type of product purchased.
Where this cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods. Any refund due under section 44 will be made within 30 days of cancellation, as required by law. Please keep products and packaging in the best condition reasonably possible; this request does not reduce statutory rights.
Return arrangements
- Contact our team by WhatsApp or email and provide your order number.
- We will confirm the appropriate return, collection or other resolution process and the return address if needed.
- Keep your proof of purchase and follow any safe-handling guidance for liquids, cosmetics, perfumes and detergents.
Do not send parcels to an address unless we have confirmed the return arrangements.
Refunds and payment
Approved refunds will be processed through an appropriate payment method, including EFT where applicable. We may contact you securely to confirm the information needed to pay a refund. Applicable statutory refund periods and remedies take precedence over any internal processing arrangements.
Order cancellations and unavailable stock
If you need to cancel before your order is dispatched, please contact us promptly. If an ordered product is unavailable, we will notify you and arrange the refund or other lawful resolution required in the circumstances.
Business and bulk orders
For special business-supply orders, we can discuss relevant return arrangements before purchase. Any agreed commercial terms remain subject to applicable law and cannot exclude mandatory consumer rights.
Contact Lunoky Trading
WhatsApp: 067 199 6954
Email: sales@lunokytrading.co.za