At Lolod, we pride ourselves on quality and customer satisfaction. Every item undergoes a strict quality control inspection before shipping. However, if you are not completely satisfied with your purchase, we have established the following policy to assist you.

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1. Returns and Exchanges Eligibility

To qualify for a return or exchange, items must be:

• Unused, unworn, and unwashed.

• In the original condition and packaging as received.

Exclusions: Due to hygiene, manufacturing standards, and production costs, the following are exempt from returns/exchanges unless a factory defect is present:

• Accessories, intimate apparel, beauty, and hair products.

• Sale items and Custom-made orders.

• Please ensure you are certain of your purchase before finalizing, as custom goods incur significant production costs and cannot be returned for a “change of mind.”

2. Timeframes

• General Returns (ECT Act): In accordance with the Electronic Communications and Transactions Act, you have a right to return items for any reason within 7 days of receipt, provided they are unused and in original condition.

• Exchanges: Valid for up to 15 days from the date of delivery.

• Defect-Based Refunds: Must be reported within 3 days of receipt.

3. Exchange & Refund Specifics

• Exchanges: Can be made for a different size or color, subject to availability. If the desired item is out of stock, a store credit voucher will be issued.

• Faulty Items: Cash refunds are only offered if the item has a verified factory fault and an exchange is not possible.

• Transaction Fees: If a cash refund is approved, the customer will be responsible for associated transaction costs, including bank fees and payment gateway fees (e.g., PayFast/Shopify).

4. Return Procedure

If you need to return an item, please follow these steps:

1. Email Us: Contact info@lolod.co.za with your proof of purchase and clear photos/videos of any defects.

2. Review: We will assess your request. Please note that ordering the wrong size is not a factory defect, though we will facilitate an exchange if stock allows.

3. Documentation: When shipping your parcel, you must include your Full Name, Contact Number, and Reason for Return.

4. Approval: Once approved, we will provide a return form and shipping instructions.

5. Shipping and Logistics

• Courier Method: All returns must be sent via a door-to-door courier service. We do not accept returns sent via post office collection points.

• Costs: Customers are responsible for all return shipping costs. These fees are non-refundable. If a refund is issued, the original return shipping cost will be deducted from your total.

• Tracking: We strongly recommend using a trackable service or insurance for items over R800. We cannot guarantee receipt of your return without proof of delivery.

6. Order Discrepancies

• Sizing Errors: A sizing error is valid only if there is a discrepancy of 10cm (3.9 inches) or more compared to our published size chart. In such cases, we will cover the return and replacement costs.

• Missing Items: Inspect your package immediately. If items are missing, contact us with photos of the box, shipping label, and SKU numbers. We will replace missing items free of charge.

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Questions? Our team is here to help. For any concerns or further advice, please contact us: Email: info@lolod.co.za