Exchanges & Refund Policy
Thank you for shopping with LRS Online. We are committed to ensuring our customers are satisfied with their purchases. Should you have any concerns about the item you’ve received, please review our Exchanges and Refund Policy below. This policy forms part of the LRS Online Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
Definitions
Customer-Attributed Returns: These refer to product returns that result from decisions, errors, or actions taken by the customer rather than a product defect, misrepresentation by the seller, or any issue on the part of the e-commerce platform or manufacturer. Common reasons for customer-attributed returns include ordering the wrong size, colour, or design; changing one’s mind after purchase; inputting incorrect shipping details; or misunderstanding product details.
1. Exchange Window:
Customers can exchange items within 10 days from the date of delivery. The date on the delivery receipt or the date we have sent you your PAXI Pin will be considered as the first day. Once 10 days has passed, we cannot process any exchanges.
2. Eligibility Criteria for Exchanges:
The item must be unused, unworn, undamaged and in the same condition that you received it.
The item must be in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
Items with any signs of wear, alterations, or damage will not be accepted.
It is not missing any accessories or parts.
Any item not in its original condition or is damaged for reasons not due to our error will not be eligible for exchange.
Original purchase receipt or proof of purchase must be provided.
3. Non-exchangeable items:
The following items cannot be exchanged:
- Clearance or sale items.
- Underwear, undergarments, socks and headwear for hygienic reasons.
- Gift cards.
- Any item not in its original condition or damaged.
4. Customer Attributed Returns:
If you are unhappy with your purchase for any reason (other than if it is defective) and wish to return it, you must do so within 10 (ten) days of the date that they are delivered to you or has arrived at the PAXI Collection Point.
Once we have inspected the product and validated your exchange or return, we can exchange your product for another product, or we will give you a LRS Online voucher with the purchase price of the product. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
Refunds are not available for Customer Attributed Returns.
5. Handling Fee for Customer Attributed Returns:
If a product is returned and exchanged for a new product, the customer will be liable for an exchange fee of R150. This fee covers the cost of both returning the original goods to us and re-delivering the new goods to the customer.
Depending on the delivery method used (e.g. Door-to-Door or PAXI collection), the return process may vary, and customers will be informed of any specific requirements prior to the exchange.
6. Insurance and Risk of Loss for Returns:
If a product is returned and exchanged for a new product, LRS Online will bear the risk of loss associated with the exchange, provided the customer complies with our specified requirements, including the purchase of delivery insurance. The cost of insurance will be communicated to the customer in advance and is included in the exchange fee of R150.
Should the customer agree to purchase the insurance as specified (if necessary), the risk of loss or damage during transit will remain with LRS Online. However, if the customer declines the recommended insurance, they will assume full responsibility for any risk of loss or damage during the return process.
7. How to request an Exchange:
To request an exchange, you have a few options:
Through Your Account:
- Log in to your account.
- Navigate to the “Orders” section.
- Look for the specific order you wish to exchange.
- Within the order details, locate the “Exchange” tab.
- Follow the prompts to submit your exchange request.
Via the Contact Us Page:
- Visit our Contact Us page here.
- Fill out the provided form, specifying your exchange request in the message field.
- Alternatively, you can directly contact us on WhatsApp at 078 254 5248 or via email at info@lrsonline.co.za.
We’re here to assist you throughout the exchange process and ensure your satisfaction with your purchase.
8. Exchange Processing Time:
Once your return is received and inspected, we will notify you of the approval or rejection of your exchange.
If approved, the exchange will be processed, and we will deliver the correct goods to you (if available) or issue you with a LRS Online voucher.
9. Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return immediately.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
10. Standard Warranty
Our Suppliers offer a guarantee on their goods against breakage and apparent faults within a certain period (which is fixed from the original date of purchase). Their policy is to exchange the products if it is apparent that a factory fault caused a problem. If an article has been abused or tampered with the onus is on the suppliers to decide whether it will be replaced.
LRS Online thus cannot exchange a product without prior approval from the supplier thereof. However, LRS Online guarantees customers personal service and the least personal inconvenience in solving any problem as quickly as possible. Normal wear and tear is excluded from the guarantee.
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 7 days after delivery / collection of the product.
(You can do so by contacting us on email or WhatsApp, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, replace the product (if such replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Replacements could take longer, depending on parts / replacement availability.
Please provide the original packaging for returning the product as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
11. Returns not in compliance with this policy or made by error
If you return items to us by mistake and you want these returned to you, you may be liable to reimburse LRS Online for the cost of having the product returned to you. If you return a product that does not comply with this policy, you may be liable to reimburse LRS Online for the cost of collecting the product from you and the cost of having the product returned to you. Where your refund is refused for whatever reason, it shall be your responsibly to pay for both the delivery costs which we have paid to collect the item and the delivery costs to re-send the item back to you.
12. Products eligible for refunds
Products can only be refunded if it is a defect product or if the incorrect product is sent to the customer. We will not charge courier fees if the incorrect product was delivered.
Please bear in mind that refunds can take 5 – 10 working days to reflect in your account.
13. If you want to cancel an order
We cannot cancel any order once it has been paid. We can only process exchanges once we have confirmed that the goods have been returned to our distribution centres.
14. Questions:
If you have any questions regarding our Exchanges and Refund Policy, please reach out to our Customer Service team at info@lrsonline.co.za.
