1. Overview
At AC Luxe Hygiene, we follow the Consumer Protection Act (CPA) and South African eCommerce regulations. We want you to be satisfied with your purchase, and we allow returns and refunds under the conditions below.
2. Products Eligible for Return
You may return a product if:
It is defective or damaged upon arrival
It is incorrect compared to your order
It is not as advertised or does not function as expected
It contains manufacturing faults
3. Conditions for Returns
Change-of-mind or incorrect orders: Products must be returned within 7 days of delivery. Customers are responsible for all return shipping costs in these cases.
Defective or faulty goods: May be returned within the period allowed under the Consumer Protection Act.
Proof of purchase is required.
Items must be unused and in original packaging unless defective.
Hygiene products that have been opened or used cannot be returned, unless defective.
4. Non-Returnable Items & Exceptions
Due to hygiene reasons, the following items cannot be returned unless defective:
Soap dispensers that have been filled
Sanitary bins that have been used or installed
Opened refills, chemicals, or consumables
Custom or special-order products
Additional exceptions:
Sale items are final sale and cannot be returned.
Please note that certain products may not be eligible for return due to health and safety concerns.
5. Defective or Damaged Goods
Visible shipping damage must be reported within 48 hours of delivery.
Manufacturing or functional defects may be reported within the period allowed under the CPA.
Items will be inspected, and repair, replacement, or refund will be offered as appropriate.
6. Refund Process
Refunds are issued via the original payment method.
Where the original method is unavailable, refunds may be processed via EFT with the customer’s consent.
Allow 3–7 business days for processing after inspection.
Shipping fees are non-refundable unless the product delivered was incorrect or defective.
7. Exchanges
Exchanges may be allowed depending on stock availability.
Additional shipping or delivery charges may apply.
8. Order Cancellations
Orders can be cancelled before dispatch.
After dispatch, the standard return process applies.
9. Dispute Resolution
We encourage customers to contact us directly before initiating a payment dispute or chargeback. We are committed to resolving all issues fairly and promptly.
10. Contact for Returns
Email: [email protected]
Phone: 076 825 9985
Website: https://acluxehygiene.co.za