Returns & Refunds Policy

Last updated: March 02, 2026

1. Our Commitment

At The Lokal Shop, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy is designed in accordance with the South African Consumer Protection Act 68 of 2008 (CPA) to ensure your rights are protected.

2. Your Rights Under the Consumer Protection Act

2.1 Cooling-Off Period (Section 16)

If you purchased goods as a result of direct marketing (including online purchases), you have the right to:

Return the goods within 5 business days of delivery
Receive a full refund without providing any reason
The goods must be unused and in their original packaging

2.2 Defective Goods (Section 56)

If goods are defective, unsafe, or of poor quality, you have the right within 6 months of purchase to choose:

Full refund of the purchase price
Replacement of the goods
Repair of the goods

This applies to defects that were present at the time of purchase, not damage caused by misuse.

2.3 Goods Not as Described (Section 54)

If the goods you receive do not match the description on our website or are materially different from what was advertised, you are entitled to a full refund or replacement.

3. What Qualifies as Defective?

Goods are considered defective if they:

Have manufacturing faults
Are damaged upon arrival
Do not perform as reasonably expected
Have significant colour variations from what was shown (beyond normal screen display differences)
Have incorrect sizing due to labelling errors

4. What Does NOT Qualify for Returns?

We cannot accept returns for:

Goods damaged due to misuse, negligence, or improper care
Normal wear and tear
Goods that have been washed, worn, or altered
Change of mind after the 5-day cooling-off period (for non-defective items)
Items marked as "Final Sale" or "Non-Returnable"

5. How to Return an Item

Step 1: Contact Us

Email us at info@thelokalshop.co.za within the applicable return period with:

Your order number
Reason for return
Photos of the item (if defective)

Step 2: Receive Approval

We will review your request and respond within 2 business days with return instructions.

Step 3: Ship the Item

Pack the item securely in its original packaging and ship to the address provided.

Defective goods: We cover return shipping costs
Cooling-off returns: Customer covers return shipping costs

Step 4: Receive Your Refund

Once we receive and inspect the returned item, we will process your refund within 7 business days.

6. Refund Methods

Refunds will be processed using the original payment method:

Credit/Debit Card: Refund to original card (3-5 business days to reflect)
EFT: Refund to your bank account (2-3 business days)

7. Exchanges

We offer exchanges for:

Different sizes (subject to availability)
Different colours (subject to availability)

To request an exchange, follow the same process as returns. Exchanges are subject to stock availability.

8. Damaged in Transit

If your order arrives damaged:

Take photos of the packaging and damaged items immediately
Contact us within 48 hours of delivery
Do not discard the packaging until the claim is resolved

We will arrange a replacement or refund at no additional cost to you.

9. Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

Check your bank account again
Contact your credit card company (it may take time to post)
Contact your bank
If you've done all of this and still haven't received your refund, contact us

10. Sale Items

Items purchased on sale are subject to the same return policy as regular-priced items, unless marked as "Final Sale".

11. Contact Us

For any questions about returns or refunds:

Email: info@thelokalshop.co.za

Response time: Within 2 business days

12. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Protection Act. If you believe your consumer rights have been violated, you may lodge a complaint with the National Consumer Commission (NCC).

National Consumer Commission
Website: www.thencc.gov.za
Tel: 012 428 7000