About this policy

This Return and Refund Policy applies to products purchased directly from LUMETRIQ through our South African online store.

In this policy, “Lumetriq”, “we”, “our” and “us” refer to LUMETRIQ, registration number 2026 / 414761 / 07.

“Customer”, “consumer”, “you” and “your” refer to the person who purchased, ordered or received the goods.

Online cooling-off returns

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase without providing a reason and without penalty within seven calendar days after receiving the goods.

To exercise this right, you must send us a clear, written or electronically recorded cancellation notice within the seven-day period.

• The product must be returned to us or made available for return in accordance with the return instructions we provide.
• You may be responsible only for the direct cost of returning the goods, unless the item is defective, unsafe, incorrect, damaged on delivery, or otherwise returnable at our expense under applicable law.
• Where this statutory cooling-off right applies, the refund will be made within the legally required period and no later than 30 days after valid cancellation.

Direct marketing purchases

Where your purchase resulted from direct marketing and the ECTA cooling-off provision does not apply, you may have the right to cancel the transaction without reason or penalty by notifying us in writing or another recorded manner within five business days after the later of:

• The date on which the transaction was concluded; or
• The date on which the goods were delivered to you.

Where goods have already been delivered, any refund due under this cooling-off right will be processed after the returned goods have been received, within the applicable statutory period.

Defective, unsafe or poor-quality goods

Products supplied by Lumetriq must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects, and usable and durable for a reasonable period, taking into account the nature and intended use of the product.

If a product fails to meet these standards within 30 days after delivery, you may return it without penalty and at our risk and expense, subject to confirmation of the defect and the applicable legislation.

Your choice of remedy

For a valid claim under the statutory implied warranty, you may direct us to provide one of the following remedies:

• Repair the defective, failed or unsafe product;
• Replace it with an appropriate product; or
• Refund the price paid for the product.

Failure after a repair

If we repair a product and, within three months after that repair, the original defect has not been remedied or a further failure, defect or unsafe feature appears, we will replace the product or refund the price paid, as required by the Consumer Protection Act.

Incorrect, incomplete or damaged deliveries

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if:

• You received a product different from the one ordered;
• The quantity delivered is incorrect;
• An advertised or included component is missing;
• The product was damaged during delivery; or
• The product materially differs from its description.

To help us resolve delivery-related issues quickly, please contact us within 48 hours where reasonably possible and include clear photographs or a short video of the package and product.

Once the issue is confirmed, Lumetriq will arrange the return or collection at our cost and will, as applicable, provide the correct product, replace the affected product or issue a refund.

Products purchased for a specific purpose

If, before purchasing, you clearly informed us of a particular purpose for which you required the product and reasonably relied on our expertise or recommendation, the product must be reasonably suitable for that communicated purpose.

Where the product is found to be unsuitable for that particular purpose, you may return it within 10 business days after delivery, subject to the requirements of the Consumer Protection Act.

In this situation, qualifying return transport will be handled at Lumetriq’s risk and expense.

Change-of-mind returns

Outside any statutory cooling-off right, Lumetriq may accept an eligible non-defective product for a change-of-mind return when the return request is submitted within seven calendar days after delivery.

To qualify under this voluntary return option, the product must:

• Be unused, unworn and in a resalable condition;
• Be returned with its original packaging, labels, manuals, accessories, promotional items and included components;
• Be free from marks, odours, dirt, pet hair, scratches, installation damage or signs of extended use; and
• Be accompanied by valid proof of purchase from Lumetriq.

Unless the return is caused by a defect, incorrect delivery or another issue for which Lumetriq is legally responsible, the customer will be responsible for the direct return transport costs.

Any delivery fee originally paid is generally non-refundable for a voluntary change-of-mind return, except where applicable law requires otherwise.

Non-returnable and restricted products

Subject always to your rights regarding defective, unsafe, incorrectly supplied or misrepresented goods, the following products may not qualify for a cooling-off or change-of-mind return where an exclusion is permitted by law:

• Products made to your specifications, engraved, customised or clearly personalised;
• Products that have been permanently installed, physically altered, modified, disassembled or combined with other goods;
• Products that cannot reasonably be returned because of their nature;
• Sealed hygiene-sensitive or body-contact products once the hygiene seal has been broken, where a return is lawfully restricted for health or hygiene reasons;
• Unsealed audio recordings, video recordings or computer software;
• Digital products, downloadable content or activated licence codes after supply or activation, where permitted by law;
• Gift cards, vouchers or store credit that have already been redeemed; and
• Products damaged through misuse, abuse, incorrect assembly, unauthorised modification or failure to follow supplied instructions.

What is not normally considered a defect?

Subject to the circumstances and applicable law, the following will not ordinarily be regarded as manufacturing defects:

• Normal wear and tear resulting from reasonable use;
• Accidental damage, neglect, abuse, misuse or improper storage;
• Damage caused by incorrect assembly, installation, maintenance or cleaning;
• Damage caused by using the product for a purpose for which it was not designed;
• Cosmetic damage occurring after delivery that does not result from a manufacturing or delivery defect;
• Damage caused by unauthorised repairs, modifications or alterations;
• Failure to follow warnings, care instructions, weight limits, charging instructions or safety guidance;
• Compatibility issues where the relevant compatibility requirements were accurately disclosed before purchase; or
• A preference for a newer or more advanced product that became available after the original purchase.

Each claim will be assessed fairly according to the nature of the product, how it was marketed, its reasonable intended use, the supplied instructions and the surrounding circumstances.

How to request a return

1. Contact Lumetriq

   Email lumetriqonline@gmail.com or WhatsApp 069 470 7313 before returning any product. Include your order number and the reason for the return.

2. Send supporting information

   For damaged, defective, incomplete or incorrect goods, include clear photographs or a short video where reasonably possible.

3. Receive return instructions

   We will provide a return authorisation, return address, collection instructions or another appropriate solution.

4. Prepare the product

   Package the product securely with all included accessories, manuals, parts and proof of purchase.

5. Return or collection

   Use the approved return method. Do not send products to an address not confirmed by Lumetriq.

6. Assessment and outcome

   We will inspect the returned product and communicate the repair, replacement, exchange or refund outcome.

Return transport and collection costs

Lumetriq will cover qualifying return costs when:

• The product is confirmed to be defective or unsafe;
• The incorrect product was delivered;
• The goods were materially damaged during delivery;
• The delivery was incomplete due to our error;
• The goods were not as described or did not meet a legally protected communicated purpose; or
• Applicable law places the return risk and cost on us.

The customer may be responsible for return costs when:

• The return is made under an applicable online cooling-off right that permits the direct return cost to be charged;
• The customer has simply changed their mind;
• The incorrect size, colour or option was ordered by the customer;
• The customer supplied an incorrect or incomplete delivery address; or
• No defect, error or other legal basis for a supplier-funded return is confirmed.

Product assessment

Returned goods may be inspected to verify the product identity, condition, alleged defect, included accessories and eligibility for the requested remedy.

Inspection does not remove a consumer’s statutory right to select the remedy for a valid claim under section 56 of the Consumer Protection Act. Its purpose is to confirm whether the claim falls within the applicable legal or voluntary return conditions.

Where a product is returned under section 20 of the Consumer Protection Act, a reasonable deduction may be made only where permitted by law for actual use, consumption, depletion or necessary restoration required to make the goods suitable for resale.

No handling, restoration or restocking deduction will be imposed merely to penalise a customer for exercising a valid statutory right.

Refund processing

Once a refund has been approved, Lumetriq will submit it to the original payment method wherever reasonably possible.

• Approved refunds are normally submitted by Lumetriq within seven business days after approval.
• Bank, card-provider or payment-gateway processing periods are outside Lumetriq’s direct control and may cause an additional delay before the funds appear in your account.
• Refunds due under the ECTA cooling-off provisions will be made within the applicable statutory period and no later than 30 days after valid cancellation.
• Refunds arising from direct-marketing rescission will be made within the applicable statutory period after notice or receipt of the returned goods.

Where the original payment method is unavailable, we may request additional information to process the refund securely. We will not request your online banking password, card PIN or one-time password.

Exchanges

Exchanges are subject to product availability. Where an exchange is approved:

• Any difference in price must be paid before the replacement is dispatched;
• If the replacement costs less, the approved difference will be refunded or credited as agreed;
• Change-of-mind exchange delivery costs may be charged to the customer; and
• Lumetriq will cover reasonable replacement delivery costs for a confirmed defective or incorrectly supplied product.

Where a suitable replacement is unavailable, the customer may select another remedy available under applicable law.

Sale, promotional and clearance products

Products purchased during a sale or promotion remain protected by South African consumer law. A reduced price does not remove your rights concerning defective, unsafe, poor-quality, incorrectly supplied or misrepresented goods.

If a product was discounted because of a specific disclosed defect or condition, a return may not be based solely on that disclosed issue where you expressly accepted the product in that condition.

Voluntary change-of-mind returns for clearance or final-sale products may be restricted where this was clearly disclosed before purchase, but no such restriction will override a statutory right.

Bundles, combo deals and promotional gifts

Where products were purchased as a bundle or combo deal, the complete bundle may need to be returned to qualify for a full change-of-mind refund.

Any free gift or promotional item supplied as part of the purchase must also be returned in an unused and resalable condition. If it is not returned, its reasonable advertised or retail value may be deducted from a voluntary refund where legally permitted.

This requirement will not be applied in a way that unfairly limits the remedy available for a defective individual product.

Cancelled and unavailable orders

If an ordered product becomes unavailable before dispatch, we will notify you and offer an appropriate alternative or a refund.

Where we cannot perform the order within the agreed delivery period, you may exercise any cancellation rights available under the order agreement and applicable legislation.

Refunds for unavailable goods will be processed within the period required by applicable South African law.

Rejected or unauthorised returns

A voluntary return may be declined where:

• The product was not purchased from Lumetriq;
• No valid proof of purchase can reasonably be established;
• The return falls outside all applicable legal and voluntary periods;
• The product has been materially damaged after delivery;
• The product is missing important parts or accessories;
• The alleged issue is caused by misuse or unauthorised alteration; or
• A lawful exclusion described in this policy applies.

Where a return is declined, we will provide the reason. The customer may be responsible for the cost of returning the product to them if no valid defect, supplier error or statutory return basis is established.

Complaints and dispute resolution

We encourage customers to contact Lumetriq first so that we can investigate and attempt to resolve the matter fairly.

Please provide your order number, a clear description of the complaint, the outcome you are requesting and any relevant supporting evidence.

Complaints may be submitted by email to lumetriqonline@gmail.com or by WhatsApp to 069 470 7313 .

If a dispute cannot be resolved directly, you may use any complaint or dispute-resolution process available under South African law, including approaching the appropriate consumer protection authority or ombud with jurisdiction over the matter.

Company and contact information

• Registered company name: LUMETRIQ
• Company registration number: 2026 / 414761 / 07
• Email address: lumetriqonline@gmail.com
• WhatsApp number: 069 470 7313
• Return address: Provided after the return request has been authorised for security and parcel-management purposes.

Changes to this policy

Lumetriq may update this policy to reflect operational, regulatory or legal developments. The version displayed on our website at the time of your purchase will generally apply, except where a later legal requirement provides greater protection.

No amendment to this policy will retrospectively remove a consumer right that had already arisen under applicable law.