Returns & Refunds Policy

This policy explains your rights to return goods purchased from LookNoFurther, and how refunds are processed. It is based on your rights under the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") and the Consumer Protection Act 68 of 2008 ("CPA"), which cannot be reduced by this policy.

LookNoFurther operates as a marketplace, and some products are sold by independent third-party vendors rather than LookNoFurther directly. Regardless of who supplies a particular product, LookNoFurther is your single point of contact for every return and refund. This is never handled directly with a vendor.

1. Your 7-day return window

You have 7 calendar days from the date you receive your order to request a return, in either of these two situations:

• Change of mind. Under section 44 of ECTA, you can cancel and return your order for any reason within this period, with no explanation required.
• Incorrect item supplied. If we sent you the wrong item, this must also be reported within the same 7-day window. This isn't something that can be raised months later, since it's discoverable immediately on receipt.

How to request this:

1. Go to your Orders page and open the relevant order.
2. Within 7 days of the order being marked delivered, select "Request Return & Refund."
3. Tell us your reason, and provide banking details if your payment method requires a manual refund (see clause 4 below).
4. Once approved, follow the return instructions we send you.

Certain goods are excluded from the cooling-off right under ECTA, including: perishable goods or goods made to your specification; goods which by their nature cannot be returned once unsealed or used (for hygiene or safety reasons); and any service that has already been performed with your consent before the cooling-off period ends.

Please return the item(s) in their original packaging where possible. This helps us process your refund as quickly as possible. If an item is returned without its original packaging or is missing components that were originally supplied, we may not be able to provide a full refund. In these circumstances, we'll work with you to agree on a fair buy-back price for the item based on its condition and what is included in the return.

2. Defective, or faulty items

If you received an item that proves to be faulty or defective, you're covered separately under the CPA's implied warranty of quality (section 56) for up to 6 months from delivery.

In this case, we arrange and cover the cost of collection. You are not liable for return shipping costs when the fault is ours or the goods themselves prove defective.

What this warranty doesn't cover

The following reflect the actual boundaries of the CPA's implied warranty, as established by the Act and how South African courts and legal practice interpret it. They are not additional limitations we're imposing on top of your rights.

• Disclosed specific defects. If we clearly disclosed a specific defect to you in writing before you bought the item, for instance as part of the product listing, and you expressly agreed to accept it in that condition by purchasing the product, the warranty doesn't cover that particular disclosed defect. This expressly applies to clearance or as-is listings, which we mark clearly as such.
• Misuse, abuse, or negligence. The warranty doesn't cover failures caused by using the product contrary to its instructions, mishandling it, or subjecting it to abnormal use.
• Fair wear and tear. Gradual deterioration from normal, expected use over time isn't a defect. It's excluded, particularly for naturally consumable or high-wear components.
• Unauthorised alterations or repairs. If you or a third party alter, repair, or otherwise tamper with the item in a way that causes or contributes to the failure, the warranty no longer applies.

None of the above affects your rights where a genuine, undisclosed defect exists. These exclusions only apply where the specific cause of the fault falls into one of these categories.

3. After the 7-day window — buy-back option

Once the 7-day cooling-off window has passed, you no longer have a statutory right to return an item that isn't defective. However, we're often happy to discuss buying the item back from you directly, rather than leaving you with something you no longer want.

The buy-back amount isn't fixed. Rather, it's an amount we agree with you directly, taking into account factors such as:

• Whether the item has been used, and to what extent
• Whether it's returned in its original packaging
• Whether all original accessories and components are included
• The item's general condition and remaining resale value

To explore this option, use the "Contact Sales About a Return" option on your order page. A buy-back is offered at our discretion and isn't guaranteed. If we're unable to agree on an amount, the item remains yours. If the item is genuinely faulty or defective, your CPA rights under clause 2 apply regardless of how much time has passed (up to 6 months), and a repair, replacement, or refund may be offered instead of a buy-back.

4. How your refund is paid

Once your return is received and approved, your refund is processed as follows:

• Paid via PayFast: your refund is returned automatically to the same payment method used for the original payment.
• Paid via Ozow: your refund is returned automatically to the same bank account used for the original payment.
• Paid via Paystack: refunds are handled on a case-by-case basis. Contact us and we'll confirm the quickest way to get your refund to you.

Refunds are typically processed within a few business days of your return being approved.

5. Questions about a return

If anything about your specific order isn't covered here, contact us at support@looknofurther.co.za and we'll help directly.