IL Lusso (Pty) Ltd Returns & Exchange Policy
Address: 39 Commerce Cres, Kramerville, Sandton, 2031
Contact: info@illusso.co.za
This policy outlines your rights and our procedures for returns and exchanges, in compliance with the South African Consumer Protection Act (CPA) No. 68 of 2008 and the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002.
1. Non-Defective Products
+ Returns for Change of Mind:
Under the CPA, there is no automatic right to return non-defective goods for a refund if you change your mind, except during the cooling-off period for online, distance, or direct marketing purchases (see Section 3). However, IL Lusso offers an exchange for non-defective products under the following conditions:
– The item must be unused, in its original condition, and returned in its original, undamaged packaging.
– You must notify IL Lusso within 7 days of delivery to request an exchange.
– Return shipping costs are your responsibility, unless otherwise agreed.
+ Custom-Made Orders:
Custom-made or bespoke orders are non-returnable and non-exchangeable, as they are specifically produced for you and cannot be resold, in line with CPA Section 17(2)(b).
2. Defective Products
+ Implied Warranty of Quality (CPA Section 56):
Under the CPA, all goods carry an implied warranty of quality, entitling you to return defective products within six months of delivery if they are not of good quality, safe, or fit for purpose.
– You may choose a repair, replacement, or refund (at your discretion, subject to CPA provisions).
– IL Lusso will assess the defect upon return to determine the appropriate remedy.
– You must notify us of the defect and return the item within six months of delivery.
– Return shipping costs for defective products will be covered by IL Lusso if the defect is confirmed, in accordance with CPA Section 56(2).
+ Exclusions:
Defects caused by misuse, neglect, or failure to follow care instructions are not covered under the CPA warranty.
3. Cooling-Off Period (ECTA Section 44)
+ For online, telephonic, or other distance purchases, you are entitled to a 7-day cooling-off period from the date of delivery, as per ECTA Section 44.
– Within this period, you may return the product for a full refund, provided the item is unused, in its original condition, and in its original, undamaged packaging.
– You must notify IL Lusso in writing (via email to info@illusso.co.za) within 7 days of delivery to initiate the return.
– Return shipping costs are your responsibility, unless the product is defective or was delivered in error.
– Refunds will be processed within 30 days of receiving the returned item, as per CPA Section 17(5).
+ Exclusions: The cooling-off period does not apply to custom-made orders or in-store purchases, as per ECTA Section 44(2).
4. Return Costs
+ Non-Defective Products:
You are responsible for the cost of returning non-defective items, including during the cooling-off period, unless otherwise agreed.
+ Defective Products:
If the product is confirmed defective, IL Lusso will cover reasonable return shipping costs, in line with CPA Section 56.
+ Incorrect or Damaged Deliveries:
If we deliver the wrong product or it arrives damaged, IL Lusso will arrange and cover the cost of return shipping.
Timeframes:
| Scenario | Allowed? | Return Cost | Time Limit from Delivery |
| Change of mind (non-defective) | Exchange only | Consumer | Within 7 days |
| Cooling-off (ECTA, online purchases) | Refund or exchange | Consumer | Within 7 days |
| Defective products | Repair, replacement, or refund | IL Lusso (if confirmed defective) | Within 6 months |
| Custom orders | No return/exchange | N/A | N/A |
| Incorrect/damaged delivery | Replacement or refund | IL Lusso | Within 7 days |
6. How to Request a Return or Exchange
+ Notify Us: Email info@illusso.co.za with your order number, purchase date, and reason for return (e.g., defect, change of mind, or cooling-off return).
+ Return the Item: Ship the item to 39 Commerce Cres, Kramerville, Sandton, 2031, ensuring it is unused (for non-defective returns) and in its original, undamaged packaging. Include a copy of your purchase receipt or order confirmation.
+ Processing:
– For defective products, we will assess the item and provide a repair, replacement, or refund within a reasonable time, as per CPA requirements.
– For non-defective exchanges or cooling-off returns, we will process the request within 14 days of receiving the item.
– Refunds, where applicable, will be issued to your original payment method within 30 days.
7. Your Consumer Rights (South Africa)
+ CPA Rights:
You are entitled to safe, good-quality goods under the CPA. If a product is defective, unsafe, or unfit for purpose within six months of delivery, you may choose a repair, replacement, or refund (CPA Section 56). IL Lusso will honor this right and cover return costs for confirmed defective goods.
+ ECTA Cooling-Off Period:
For online or distance purchases, you have 7 days from delivery to return the product for a refund, provided it is unused and in original packaging (ECTA Section 44).
+ Fair Treatment:
IL Lusso is committed to fair and transparent dealings. If you believe your consumer rights have been violated, you may contact the National Consumer Commission at 0860 266 283 or lodge a complaint with the Consumer Goods and Services Ombud (www.cgso.org.za) (www.cgso.org.za).