Support

Shipping & Returns

1. Overview

This Returns & Refunds Policy sets out how to return Goods you have bought from Lunatree and the refunds you are entitled to. It applies to physical Goods purchased through lunatree.co.za and delivered to you within South Africa.

Your rights here are governed by South African law, principally the Consumer Protection Act, 2008 ("CPA") and the Electronic Communications and Transactions Act, 2002 ("ECTA"). These rights cannot be contracted out of, and nothing in this policy limits them. For how a sale is concluded, pricing, and delivery, please see our Terms & Conditions; for how we handle your personal information, see our Privacy Policy.

There are two distinct rights that customers often confuse. The cooling-off right (section 2) lets you change your mind and cancel within 7 days, for any reason. The defect/quality right (section 3) lets you return Goods that are faulty, unsafe, or not as described — this is separate, lasts much longer, and is always at our cost.

2. Cooling-Off Right (ECTA Section 44)

Because you buy from us online, section 44 of ECTA gives you the right to cancel your Order without giving any reason and without penalty within seven (7) days after the date you receive the Goods.

  • The Goods must be returned to us unused and in their original condition and packaging.
  • You are responsible for the cost of returning the Goods to us.
  • We will refund the amount you paid for the Goods (less the direct cost of returning them where applicable) within 30 days of cancellation.

The statutory cooling-off right does not apply to:

  • Goods made or personalised to your specifications;
  • Goods that, by their nature, cannot be returned or are liable to deteriorate or expire rapidly (for example, perishable items);
  • Audio or video recordings or computer software that you have unsealed;
  • Services that have already begun, with your consent, before the end of the 7-day period.

3. Defective, Unsafe or Not-As-Described Goods (CPA)

Separately from the cooling-off right, the CPA entitles you to Goods that are of good quality, in good working order, safe, and free of defects. If, within six (6) months of delivery, Goods turn out to be defective, unsafe, or materially different from what was described, you may return them and choose, at no charge to you, one of the following:

  • a repair of the Goods;
  • a replacement of the Goods; or
  • a full refund of the price paid.

The choice is yours, not ours. Where this right applies, we bear the cost of return and arrange free collection. This right does not apply where the Goods have been damaged through negligence, incorrect usage, or inadequate care after delivery.

4. Returns After Direct Marketing (CPA Section 20)

If you bought Goods as a result of direct marketing, the CPA gives you a further right to return those Goods and cancel the transaction within five (5) business days after delivery, without reason or penalty. Where this applies, return the Goods in their original condition and we will refund you in line with section 6 below.

5. Items Not Eligible for Return

Outside of your statutory rights above, the following are not eligible for return:

  • Goods damaged through negligence, incorrect usage, or inadequate care after delivery;
  • Goods made or personalised to your specifications;
  • Perishable Goods, and sealed Goods that have been unsealed or used, where return is excluded by their nature;
  • Goods returned without their original packaging where this is needed to assess condition.

6. How to Request a Return

To start a return, please:

  • Contact us or via our contact page, quoting your order number;
  • Tell us which Goods you are returning and whether you are exercising the cooling-off right or reporting a defect;
  • Include a brief description of the issue and, for damaged or defective Goods, a photo where possible;
  • Pack the Goods securely in their original packaging so they reach us undamaged.

We will respond with return or collection instructions. The return address is: [PLACEHOLDER: physical address customers send returns to].

7. Refunds

Approved refunds are made back to your original payment method. For damaged or incorrect Goods, we will arrange a replacement or refund within 10 days of receiving the returned item or confirming the issue. For change-of-mind returns under the cooling-off right, we refund after the returned Goods have been received and inspected, less the courier fees you are responsible for.

Where you exercise the cooling-off right, the original delivery charge is not refunded and you bear the cost of returning the Goods. Where Goods are defective, incorrect, or damaged in transit, you are refunded in full, including delivery, at no cost to you.

8. Faulty, Incorrect or Damaged-in-Transit Goods

If your Goods arrive faulty, incorrect, or damaged in transit, please contact us within a reasonable time of delivery, with photos where possible. We will arrange free collection of the Goods and, at your choice, send a replacement or issue a refund within 10 days. You will never pay return postage for faulty, incorrect, or damaged-in-transit Goods.

9. Contact Details

For any returns or refund query, please contact us or reach us directly: