GENERAL RETURNS POLICY

Reason for return	Needs to be reported within:	Do I need to pay for collection?
Unwanted/bought the wrong item	21 days of receipt (white goods 7 days)	Yes
Received physically damaged	7 days of receipt	No
Incorrect info/ Incorrect item	7 days of receipt	No
Faulty (Electronics)	Item's warranty	No
Sub standard quality	21 days of receipt	Case by case basis
Not what I expected	21 days of receipt	Yes

NON - RETURNABLE

Food products or consumables (due to limited shelf life)
Unsealed, or used products (any product not in mint condition)
Fragrances, beauty, and personal hygiene products.
Furniture that has been assembled by the customer
Books, magazines, or other periodicals
Video games, software, or audio/video recordings
Jewelry for piercings, underwear, and swimwear bottoms
Intimate products (such as adult toys, sexual health aids)
Unboxed deals - cannot be replaced or repaired, only refunded.
Bulk orders - bulk orders which are specifically sourced for you will not be eligible for return.
Internationally sourced products. (Products will be marked as INTERNATIONAL)

RETURNS POLICY

If you are not 100% satisfied with your purchase, please feel free to return any item to us within 21 calendar days of receipt. We shall either credit your account, repair or replace the item, subject to the terms below. This policy does not refer to items that you may have received damaged, faulty or incorrect.

The above does not apply to items sourced internationally (international products will be marked accordingly) or bulk orders. Where stock is to be ordered in by Loot.co.za in order to fulfill a bulk order or an order containing an international product.

This may not be applicable to unboxed deals. Unboxed products are items that are discounted as their original packaging was damaged, unsealed or the item was re-packaged for resale. This information is made known to you at the time of purchase.

Kindly note the following:

Most items purchased on Loot.co.za can be returned to us for a full refund.
The actual product needs to be received at Loot in mint condition, in its original packaging, unused and undamaged, with all labels intact.
The item must be received by Loot within 3 weeks (21 calendar days) of delivery, with the exception of white goods the return will need to be logged 7 days after delivery.
An item will not be accepted if it is unsealed and/ or can no longer be sold.
All COMPUTERS, ELECTRONICS, BABY, TOYS and HEALTH AND BEAUTY items need to be returned unopened/sealed and undamaged.
We do not accept the return of books. Returns are accepted only in cases where books are received damaged, defective, or if an incorrect item has been supplied
Please include your order number or dispatch note inside the returned parcel.
Please see [Non-returnable products] to ensure that your product is eligible for return.
Please contact us at info@loot.co.za, if you are unsure if an item is returnable.

Loot.co.za returns department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund, or refuse credit.

In addition to our general returns policy, the following statutory return situation may apply to you:

Section 44 of the Electronic Communications and Transactions Act may apply to your order.

Section 44 is only applicable if you are a natural person - in other words, a human being. You must also be the end user of the goods or service. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.

You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the direct costs of returning the goods) within 30 days of the date of return request.

The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order or invoice number in the box of the return so that your refund can be processed.

The following goods cannot be returned in terms of the ECT Act:

Unsealed video games, software or other audio or video recordings. This may not be applicable to unboxed deals.

Books, magazines or other periodicals, and items that have specially been sourced for you.

Underwear, swimwear bottoms, or jewellery for piercings.

Section 56 of the Consumer Protection Act may also apply to your order.

Section 56 will only apply if you are a natural person - in other words, a human being, or a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2 million.

If you qualify as a consumer in terms of the CPA then all of our goods sold to you are sold with an implied warranty of quality against any defects for six months of normal householder business use, from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, repair, or refund the price of any defective goods that you return to us during the six-month statutory warranty. For unboxed items, we cannot replace or repair, we can only refund.

PACKAGING YOUR RETURN

Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to Loot).

Loot.co.za cannot accept responsibility for damage occurring before it is delivered to Loot.co.za Westlake Offices even if this damage was caused by a third party.

We would strongly advise against using only a bubble-envelope - rather use a combination of bubble-wrap, cardboard, layers of paper, etc.

HOW TO LOG A RETURN:

To log a return, kindly do the following:

Please log into your account and click on My Orders at the top of the page.
Your order numbers should appear, click on the order you wish to return.
When you click on the order, the items purchased will appear and have an option to Return.
Click [RETURN] and complete the returns form.

Once your return has been successfully submitted the final screen will notify you of this.

Agent should then be in contact with you in 1-2 working days.

You will need to indicate to us the exact reason for your request to return the product. Products which you may want to return generally fall into the following categories:

WHAT TO EXPECT:

I DON’T WANT IT / I BOUGHT THE WRONG THING (must be logged within 21 days of delivery)

Changed your mind / do not want the product / bought the wrong product

For purchases where you have changed your mind or no longer want the product, we shall provide you with either a refund or credit.

The products we shall not accept returns for are:

Food products, or consumables which may have a limited shelf life,
Unsealed, damaged, or used products - any product that is not in mint condition,
Fragrances , beauty and personal products or hygiene sensitive products which have been unsealed, damaged, used or not in mint condition,
Furniture that has been assembled by you.

Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
The agent will review your request and order and advise if we can accept the return.
If the return is accepted, an email will be sent with our Returns Policy and the cost for collection. We will wait on your response before we move ahead with the collection of the item. If you choose the drop off option - a returns policy will be sent and you will be advised to proceed with the drop off.
A collection will be booked with our courier partner - once collected the parcel will arrive at the Loot Westlake head office (this usually takes 2-3 working days).
As soon as your return arrives at our Westlake Head Office, you will be updated.
Your return will be assessed and if it adheres to the above mentioned guidelines a return will be processed within 1-2 working days. Please allow for 3-5 working days during peak season. We will be in contact if a handling fee is applicable.

DAMAGED (must be logged within 7 days of delivery)

Product is damaged upon delivery.

You must not receive a product that has been damaged or shows signs of damage from our delivery partner. If you are accepting a product with visible damage please ensure this is notated on the waybill when you sign for the parcel.
Where you have been unable to personally receive the product and it was damaged in delivery you must notify us immediately.
This notification will need to be done within 7 days of delivery and a return will need to be logged.

Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
The agent will review your request and request images of the damage.
A collection will be booked with our courier partner - once collected the parcel will arrive at the Loot Westlake head office (this usually takes 2-3 working days). Alternatively you may use the drop-ff option.
As soon as your return arrives at our Westlake Head Office, you will be updated.
Your return will be assessed and if it adheres to the above mentioned guidelines a return will be processed within 1-2 working days. Please allow for 3-5 working days during peak season.

INCORRECT ITEM RECEIVED / INCORRECT INFORMATION ON THE WEBSITE (must be logged within 7 days of delivery)

Not what was ordered.

We will need to check what you ordered and compare it to what was delivered.
If the wrong item was delivered we shall either provide a refund or replacement for the correct product.

Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
The agent will review your request and request images of the incorrect item along with an image of the barcode on the item.
If a replacement is available, we will create a new order for the correct item and arrange a collection of the incorrect item. If a suitable replacement is not available a refund will be issued.
Please note; the replacement can only be dispatched / the refund processed once we have received the return of the incorrect item.

FAULTY / WARRANTY RETURN (must be logged within the warranty period)

Product is faulty or defective.

Where the product is faulty or defective you need to notify us immediately.
The time frame will be dependent on the turnaround of the product supplier and their assessment.
The product may be repaired or replaced at the discretion of the supplier or us.
A refund or credit note may be made on your account where the product is found to be faulty or defective and cannot be repaired or replaced.

Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
A collection will be arranged immediately. There may be some exceptions to this rule, but it will be communicated accordingly.
When the return arrives at our Westlake offices, an agent will inspect the unit to ensure there is no physical damage and that all parts are included. If we have the capability to test the return we will do so.
It will then be shipped to our supplier for professional assessment.
Upon conclusion of the assessment you will be provided with either a refund, replacement or repair. Please note none of the above will be provided if the warranty of the unit is void. Assessment usually takes 2-4 weeks.

PLEASURES BY LOOT - ADULT SEXUAL HEALTH - SEXUAL AIDS

Due to the intimate nature of our products, we can only provide refunds under limited circumstances:

Our adult electronic toys come with a standard 1 year warranty. In the case of damaged or faulty on arrival items, you’ll need to log a return online. If there are any missing or damaged parts and accessories, you’ll need to notify us within 3 calendar days of the goods being delivered.

Customers can return unopened products within 7 calendar days of receipt of the item by logging a return online.

The cost of return of the products shall be for the customer’s account. Due to the personal nature of the products we sell, we are unable to offer refunds or replacements for returned products once a product’s packaging has been opened.