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Lokalize Returns Policy

If you need to return an item, we’re here to help. We take pride in adhering to the regulations outlined in the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2002. It’s important to note that our policy is designed to safeguard your rights, not limit it.

WHICH ITEMS CAN BE RETURNED?
Items may be considered eligible for return under the following conditions:

The terms and procedure followed is dependent on the reason for the return.

RETURNS PROCEDURE
STEP 1
Make a request for a return by email to support@lokalize.co.za within 7 days of the order being delivered.

STEP 2
Once your returns request has been processed, you will receive a notification confirming the return address. Please be aware that all delivery-related costs will be your responsibility.

STEP 3
Please be aware that if the product is not returned in its intact original packaging, a handling fee up to 40% will be deducted from the refund

STEP 4
Once your return reaches our warehouse, we will notify you. Each item will undergo an inspection before we process the return and initiate either a refund or store credit.

STEP 5
The inspection process may take 2-3 business days. Afterward, you will receive a notification regarding the status of your return—whether it has been approved, declined, or approved with a handling fee. If approved, you will be given the option to choose between store credit or a cash refund. In the event of a rejection, we will inform you of the reasons, and you will be responsible for collecting the item or covering the cost of delivery back to you.

RETURNS PROCEDURE ON DEFECTIVE PRODUCTS
STEP 1
Submit a return request by emailing support@lokalize.co.za within 6 months of the order’s delivery date.

STEP 2
Once your return request has been processed, you will receive a confirmation notifying you that our courier partners will contact you to arrange the collection of the item(s).

STEP 3
Ensure that the item(s) are repacked in the original packaging in which they were received and include the associated order number.

STEP 4
When your return arrives at our warehouse, we will notify you via email. Each item will be inspected before processing, and any defective items will be forwarded to our suppliers for repair.

STEP 5
The inspection process may take 2-3 business days. Following this, you will receive an email confirming whether your return has been approved or declined. For defective items, with your consent, they will be sent to our suppliers for repair. If your request is unsuccessful, you will be informed of the reasons and asked to either collect the item or cover the cost for its return delivery.

STEP 6
Repair or replacement times will vary based on the product, the type of damage or defect, or any specific agreements with our vendors. Repairs typically take 14-21 business days, depending on the item. Should there be any delays, we will keep you informed.

STEP 7
Once the repair is completed, or the repaired item has been returned to us by our suppliers, we will ship it back to you via courier at our expense and provide you with a tracking number.

RETURNS TERMS AND CONDITIONS

1. Return Rejection Policy:
We reserve the right to decline a return for the following reasons:

2. Rejected Returns:
2.1. If your return is rejected for any of the above reasons, you will be notified and asked to either collect the item(s) or arrange for delivery at your own expense.
2.2. If you do not collect the item(s), or make the necessary arrangements, within one month of the notification, we reserve the right to dispose of the product.

3. Refunds and Store Credit:
3.1. Store credits will be issued immediately via email, while cash refunds may take up to 7 working days to reflect, depending on the refund method and your banking institution.
3.2. You will receive a cash refund or store credit (your choice) for the rand value of the product paid.
3.3. If you paid using Store Credit or a Gift Voucher, the refund will be issued as Store Credit or a credited Gift Voucher for the value of the product.
3.4. Cash refunds will not be provided for any portion of the purchase paid with a Gift Voucher, but your account will be credited.

4. Exchanges:
Products cannot be exchanged. However, you may return the product for a refund or store credit.

5. Erroneous Returns:
If a personal item or a parcel intended for another retailer is returned to us by mistake, you have two options:

If you choose to collect the item, we will provide a reference number, which your courier must quote during collection.
If collection is not arranged within 30 days of us contacting you, we will dispose of the item.

6. Products Under Warranty:

6.1. The 6 Month Warranty

6.1.1. You can return any product if it is faulty, defective, not suitable for its intended purpose, or does not match the description or sample. The product must be returned in its original packaging, with all labels attached, within 6 months of delivery.

6.1.2. A “Defective Product” refers to one with a significant imperfection in its design or manufacture that makes it less acceptable, useful, or safe than reasonably expected. A product is considered defective if it poses a danger to the user or consumer when used as intended and for its designed purpose. The defect must be due to a manufacturing or design fault, not damage caused by inappropriate use.

6.1.3 Our warranty does not cover:

6.1.4. If returning a product after the standard 7-day return window, you must provide detailed reasons for claiming the product is defective, including how it was used while in your possession.

6.1.5. If you are unsure whether the product falls under the supplier’s warranty period or our warranty period, contact a client service agent at support@lokalize.co.za. They will guide you and provide contact details for the relevant third-party vendor, manufacturer, or distributor.