7.1 If you are unhappy with your purchase for any reason (other than if it is defective) and wish to return it, you may do so within 10 (ten) 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. The goods must be unused, unworn, undamaged, in its original condition and (where applicable) packaging and you must have the invoice and unused accessories. You cannot return goods if its price tag has been removed, or reasons of public health do not allow its return.

7.2 The following items cannot be exchanged: Clearance or sale items; Underwear, undergarments, socks and headwear for hygienic reasons; gift cards and any item not in its original condition or damaged.

7.3 Incorrect items delivered: Should we accidentally deliver the wrong goods to you, or if the goods are not as described on our website, or the goods are missing any parts:

Please do not remove any of the stickers or labels, or remove the goods from its original packaging. Notify us immediately and we will collect the goods from you at no charge and issue you with a refund (using the same method of payment you originally used for the purchase).

7.4 If you are returning goods via courier, you will have to complete the returns form, specifying the reason why you are returning the goods. You must also pack the goods into the original packaging. If you are returning goods that are not defective via courier, you will be charged an exchange fee. 

7.5 If you are returning goods via PAXI, we will provide you with the designated PAXI Collection Point. Please ensure that the goods are packed in their original packaging. For non-defective returns made via PAXI, you will be responsible for the exchange fee, which includes the costs of sending the goods to us through PAXI and any necessary insurance. We reserve the right to specify the PAXI return method and whether PAXI insurance is required.

7.6 Once we have inspected the returned 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.

7.7 For Customer Attributed Returns, Customers are responsible for the exchange fee, which covers the costs related to returning the product and having the replacement product delivered. Specific delivery methods (e.g., Door-to-Door or PAXI collection) will be determined based on your location and situation.

7.8.1 If a product is returned and exchanged for a new product, LRS Online shall bear the risk of loss associated with the exchange provided that the customer complies with our requirements for delivery insurance. The cost of insurance, if necessary, will be communicated to you in advance and is included in the exchange fee.

7.8.2 In certain circumstances, the purchase of delivery insurance may be required to protect the value of the returned goods. If insurance is required, you will be informed of this requirement and the amount needed. If you purchase the insurance as instructed (if necessary), we will assume liability for the return during transit. However, if you choose not to purchase the recommended insurance, you agree to assume full responsibility for any loss or damage during the return process.

7.9 All exchanges are subject to the sole discretion of LRS Online. We retain unilateral authority to determine the logistics and process for any exchange, including but not limited to the choice of delivery method, collection points, and insurance requirements. Decisions regarding the exchange process will be based on your location, the selected delivery method, and our assessment of insurance needs.

7.10.1 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. Normal wear and tear is excluded from the guarantee.
7.10.2 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.
7.10.3 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 replacement availability.
7.10.4 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 or PAXI is entitled to refuse collection of a product that is not properly packaged for transport.

7.11 Products can only be refunded if it is a defective 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.

7.12 We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from a failure to adequately care for the product; and
• damage arising from alterations to the product

7.12 If goods are faulty or defective and do not have a specific warranty or guarantee, you may return them within 1 (one) month from the date of purchase, provided that the goods have been used for their intended purpose and they have been cared for according to any instructions that accompanied the goods.

We may in certain instances require an assessment of the goods and require you to pay us an assessment fee before we do an assessment. If, after we have assessed the goods, we find that the goods are defective or that there are quality issues, we will refund your assessment fee and either repair the goods, replace the goods or refund you the value of the goods in the same way that you paid for the goods. However, if we discover in our assessment that:

7.13.1 you have not adhered to the use, maintenance and care instructions and weight-bearing guidelines of the goods;
7.13.2 the goods were exposed to damp or water, placed in direct sunlight causing colour fading or changing, placed outside, placed too close to a heat source such as fireplaces, heaters and braais, or that deterioration was caused by the goods’ immediate environment such as coastal air and extreme humidity;
7.13.3 the goods are not defective or not affected by quality issues;
we will refuse to refund you or accept return of these goods.

7.14 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.

7.15 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 shipping costs which we have paid to collect the item and the shipping costs to re-send the item back to you.