Refund policy

Returns, refunds and cancellations

The Light Shop applies the return, refund and cancellation rights required by South African law. We do not currently offer a separate general voluntary change-of-mind return period beyond those statutory rights.

Nothing in this policy excludes or reduces a right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), or other applicable law.

How to contact us

Contact info@thelightshop.co.za or 021 447 0105 with the order number or other proof of purchase before sending goods back, so that we can identify the transaction and provide the correct return instructions.

Requesting contact first is an administrative process only. It does not remove a statutory right.

Return address:

Unit 1, Jaguar Park
Cnr Voortrekker Road and 14th Avenue
Maitland
Cape Town
7405
South Africa

ECTA online cooling-off right

Where ECTA section 44 applies to an electronic transaction, a consumer may cancel the purchase without giving a reason and without penalty within seven days after receiving the goods.

For a valid section 44 cancellation:

  • the consumer may be charged only the direct cost of returning the goods;
  • if payment has already been made, the consumer is entitled to a full refund within the statutory period, currently 30 days from cancellation; and
  • this right is additional to other rights that may apply.

ECTA exclusions

ECTA section 42 excludes specified transactions from the section 44 cooling-off right. Potentially relevant examples include goods made to the consumer's specifications, clearly personalised goods, goods that by their nature cannot be returned, or goods likely to deteriorate or expire rapidly.

An exclusion is applied only where it genuinely applies to the transaction. A discounted or sale price does not, by itself, remove statutory rights.

CPA returns in specified delivery, examination or purpose circumstances

CPA section 20 provides additional return and refund rights in specified circumstances, including where qualifying goods:

  • could not reasonably be examined before delivery and are rejected on a statutory ground;
  • are mixed with goods not ordered and the consumer refuses the relevant delivery; or
  • were bought for a particular purpose communicated to the supplier and, within the applicable statutory period, are found unsuitable for that purpose.

The statutory return-cost treatment differs by category. The Light Shop will not apply a blanket rule that every return is at the customer's expense.

Defective, unsafe or non-conforming goods

Where CPA section 56 applies, a consumer may within six months after delivery return qualifying unsafe, failed or defective goods without penalty and at the supplier's risk and expense and may direct the supplier to:

  • repair the goods;
  • replace the goods; or
  • refund the price paid.

If repaired goods suffer the same or further failure contemplated by the CPA within the statutory post-repair period, the further replacement or refund rights provided by the Act apply.

These statutory rights are separate from any manufacturer warranty.

Installed, altered and special-order goods

Certain statutory return rights may not apply after goods have been materially altered, installed, affixed or combined with other property, and ECTA cooling-off exclusions can apply to made-to-specification or clearly personalised goods.

This is not a blanket basis to reject a valid defect claim merely because a defect became apparent after ordinary installation or use. Each request is assessed against the applicable legal right.

Cancellations before dispatch

There is no separate blanket voluntary cancellation promise beyond statutory rights.

If a customer contacts The Light Shop before dispatch, we may be able to stop an order operationally. Where a statutory cancellation right applies, it will be honoured regardless of this administrative process.

ECTA section 46 performance and cancellation rights remain applicable where the supplier fails to execute an order within the agreed or statutory period.

Exchanges

There is no separate guaranteed voluntary exchange programme. Where the CPA gives a repair or replacement right, that statutory remedy applies. In other cases The Light Shop may facilitate an exchange operationally without creating a standing contractual right.

Refund method and timing

Refunds are made to the original payment method where reasonably possible, unless another lawful method is agreed.

  • ECTA section 44 refunds are made within the statutory period.
  • CPA refunds are handled according to the applicable statutory right.
  • Payment-provider processing after The Light Shop initiates a refund does not extend a statutory period that applies to the supplier.