RETURN & REFUND POLICY

LUNOKY TRADING (PTY) LTD

At Lunoky Trading, customer satisfaction is important to us. We aim to supply quality products and ensure every customer receives their order in good condition.

This policy applies to purchases made through our online store and is subject to applicable South African consumer protection legislation.

1. Damaged, Defective or Incorrect Products

If you receive an incorrect, damaged, leaking or defective product, please contact us as soon as reasonably possible.

To assist with your request, please provide:

• Your order number

• The name of the affected product

• A description of the problem

• Photographs of the product and packaging, where available

Under the South African Consumer Protection Act, consumers have certain rights regarding defective, unsafe or substandard products, including an implied six-month warranty of quality where applicable.

Qualifying products may be returned in accordance with the law for a repair, replacement or refund, at the customer's election where provided by law.

Where a return is required for a qualifying defective product, Lunoky Trading will arrange the appropriate return process at our expense.

2. Change-of-Mind Returns

For qualifying online purchases, customers may cancel an order within seven calendar days after receiving the goods, in accordance with Section 44 of the Electronic Communications and Transactions Act.

This cooling-off right is subject to the exceptions provided by law, including certain personalised, perishable or inherently non-returnable goods.

Where the statutory cooling-off right applies:

• Customers may cancel without providing a reason.

• No cancellation penalty will be charged.

• Customers may be responsible for the direct cost of returning the products.

• Any refund due will be processed within 30 days of cancellation, as required by law.

Please contact us before returning your products so we can provide instructions.

3. Hair Care, Perfumes and Cleaning Products

For hygiene, product quality and safety reasons, we recommend keeping products unopened and in their original packaging if you intend to request a change-of-mind return.

This applies to:

• SLEEK shampoos, conditioners, masks, oils and treatments

• LUNOKY CLEAN detergents and cleaning products

• KLN perfume fragrances

Certain products may be excluded from change-of-mind returns where permitted by law.

These considerations do not restrict customers' statutory rights in relation to defective, unsafe, damaged or incorrectly supplied products.

4. Reseller and Bulk Orders

Reseller specials, wholesale purchases and bulk orders may be subject to additional agreed commercial terms.

Please confirm quantities, product selections and any special requirements before placing your order.

Any additional terms will be applied in accordance with applicable South African law and will not exclude mandatory consumer rights where those rights apply.

5. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

For Direct EFT orders, we begin processing once payment has been verified.

If your order has already been dispatched, the applicable return and cancellation provisions will apply.

Where an order cannot be fulfilled because a product is unavailable, we will notify you and arrange an appropriate refund or alternative resolution in accordance with applicable law.

6. Refund Processing

Approved refunds will be processed using an appropriate payment method.

For orders paid by Direct EFT, refunds may be made through bank transfer to a verified bank account.

We may contact you to confirm the necessary refund information.

Refunds will be processed within the periods required by applicable legislation. Bank processing times may vary.

7. Returning Products

Please do not return any products without first contacting our customer support team.

We will provide the appropriate instructions and return arrangements.

Customers should retain proof of purchase and handle liquids, detergents, cosmetic products and fragrances safely when preparing returns.

8. Contact Information

LUNOKY TRADING (PTY) LTD

WhatsApp: 067 199 6954

Email: sales@lunokytrading.co.za

Website: Lunoky Trading Online Store

Our team will assist you with return requests, product concerns, order cancellations and refunds.

Important: Nothing in this policy limits or excludes any consumer rights that cannot lawfully be excluded under South African legislation.

Thank you for shopping with Lunoky Trading.

Beauty. Freshness. Fragrance.