Refund policy

This Return & Refund Policy applies to all purchases made from [Luvmi] (“we”, “our”, “us”). By placing an order, you agree to this policy.

This policy is designed to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. General Return Eligibility

To qualify for a return, exchange, or refund:

  • The item must be returned within the applicable return period below.
  • The item must be in its original condition.
  • Proof of purchase must be provided.
  • The product must include all original packaging, accessories, manuals, and inserts where applicable.
  • Returns must first be approved by our support team before being sent back.

We reserve the right to refuse returns that do not comply with this policy or South African law.

2. Hygiene & Personal Use Product Restrictions

Due to the intimate and personal nature of our Period Relief Belt products, and for hygiene, health, and consumer safety reasons, products that have been opened, worn, used, tested on skin, damaged, altered, or are missing original packaging are not eligible for return or refund unless defective, unsafe, or incorrectly supplied.

This includes products that:

  • Show signs of use;
  • Have been exposed to bodily contact, lotions, oils, sweat, or odours;
  • Have had hygiene seals, protective films, or packaging removed;
  • Are returned in unsellable condition.

This restriction is permitted under the Consumer Protection Act where health and hygiene considerations reasonably limit returns.

3. Faulty, Defective, or Damaged Products

Under sections 55 and 56 of the CPA, customers are entitled to goods that are of good quality, durable, and fit for purpose.

If your product is:

  • defective,
  • materially faulty,
  • unsafe,
  • significantly different from what was advertised, or
  • damaged upon delivery,

you must notify us within 7 days of delivery with clear photographic or video evidence.

Where a valid defect exists, we may, at our discretion and in accordance with the CPA:

  • repair the product,
  • replace the product, or
  • provide a refund.

We reserve the right to inspect and test returned products before approving any refund or replacement.

Damage caused by misuse, improper handling, unauthorised modifications, accidental damage, liquid damage, incorrect voltage usage, or normal wear and tear will not qualify for a refund, repair, or replacement.

4. Change-of-Mind Returns

We do not offer refunds or exchanges for:

  • buyer’s remorse,
  • incorrect ordering,
  • preference changes,
  • dissatisfaction unrelated to a defect,
  • failure to read product descriptions or specifications.

South African law does not generally require retailers to accept change-of-mind returns for non-defective products purchased voluntarily.

Any approved discretionary return may:

  • incur a handling or restocking fee,
  • exclude original shipping fees,
  • require the customer to pay return courier costs, and
  • only be accepted if the product is unused and resellable.

5. Online Purchase Cooling-Off Rights

For qualifying electronic transactions, consumers may have statutory cooling-off rights under the ECTA.

Where legally applicable:

  • Customers may cancel qualifying online orders within 7 days of receiving the goods.
  • Returned goods must be unused, unopened, hygienic, and in resellable condition.
  • Customers are responsible for direct return shipping costs unless the product was defective or supplied incorrectly.
  • Refunds will only be processed after inspection and approval of the returned goods.

For hygiene and safety reasons, cooling-off rights may not apply where products have been opened, used, worn, or unsealed beyond what is reasonably necessary for inspection.

6. Non-Returnable Items

The following items are strictly non-returnable unless defective under the CPA:

  • Used or worn Period Relief Belts;
  • Opened hygiene or personal-care products;
  • Gift cards or promotional items;
  • Clearance or final-sale items;
  • Customised or personalised products;
  • Products damaged through misuse or negligence.

7. Chargebacks & Fraud Prevention

We reserve the right to:

  • refuse refunds where fraud, abuse, or suspicious activity is suspected;
  • request identity verification before processing refunds;
  • dispute unjustified chargebacks with payment providers;
  • blacklist customers engaging in abusive return behaviour.

False defect claims, intentional product misuse, or fraudulent refund attempts may result in legal action.

8. Return Process

To request a return, customers must contact us at:

Email: support@[yourstore].com

Please include:

  • Full name;
  • Order number;
  • Description of the issue;
  • Clear photos/videos where applicable.

Returns sent without prior approval may be refused.

9. Refund Processing

Approved refunds will be processed to the original payment method within a reasonable period after inspection and approval of the returned product.

We are not responsible for:

  • banking delays,
  • payment gateway delays,
  • exchange rate fluctuations,
  • third-party transaction fees.

Original shipping fees are non-refundable unless required by law.

10. Delivery Issues

Customers must ensure delivery details are accurate.

We are not liable for delays, failed deliveries, or losses caused by:

  • incorrect delivery information,
  • customer unavailability,
  • courier delays outside our control,
  • theft after confirmed delivery.

Risk in the goods passes to the customer upon delivery confirmation.

11. Limitation of Liability

To the maximum extent permitted by South African law:

  • our liability is limited to the purchase price paid for the product;
  • we are not liable for indirect, incidental, or consequential damages;
  • product results and comfort levels may vary between individuals.

Nothing in this policy excludes rights that cannot legally be excluded under the CPA.

12. Policy Updates

We reserve the right to amend this policy at any time without prior notice. The version published on our website at the time of purchase will apply.