Effective date 9 October 2026

This policy applies to items bought directly from the LK online store. Contact LK customer support to arrange a return, report a problem or ask about a size exchange. Your legal consumer rights remain in place.

Requesting a return

Email info@loxionkulca.com with your order number, item name, reason and preferred outcome. Include photographs if they help explain damage or a defect. If you do not have an order number, provide another reasonable proof of purchase.

Contact us within the applicable period to record your request. You do not need to wait for an approval email before notifying us of a cancellation. Do not send the parcel to an unconfirmed address; we will provide the collection or delivery instructions.

If you change your mind

For an eligible online purchase, you may cancel without giving a reason within seven calendar days after receiving the item under the Electronic Communications and Transactions Act. Only the direct cost of returning it may be charged under this right.

Try clothing on carefully indoors and keep it clean. Please return it with labels and packaging where available. Wearing, washing or altering an item may affect its condition and any lawful remedy, but these requests do not override statutory rights.

The seven-day right has legal exceptions, including goods made to your specifications or clearly personalised. Any applicable exception must be disclosed before purchase. Sale items are not automatically excluded simply because they were discounted.

If you want a different size

Tell us the size you would like when requesting the return. We will check stock and explain whether we can arrange a direct exchange or whether a return and new order is needed. Any additional delivery cost must be explained before you agree. A desired size is not reserved until confirmed, and you can still choose a refund where you have that right.

If an item is faulty

Qualifying goods that fail the Consumer Protection Act’s quality standards may be returned within six months after delivery, without penalty and at our risk and expense. You may direct us to repair, replace or refund the item as provided by that Act.

We may inspect the item to establish the problem. Ordinary wear, accidental damage or misuse is different from a manufacturing fault; we will explain any finding and will not reject a claim merely because labels or original packaging are missing.

If a statutory repair fails or another defect appears within three months of that repair, the additional replacement or refund protection applies.

If we sent the wrong item or it arrived damaged

Contact us promptly and keep the packaging if you can. We will investigate and arrange a return at our cost where the error or damage is our responsibility. We will agree the appropriate replacement or refund with you. Photographs and quick reporting help the investigation, but are not used to remove a valid legal remedy.

Packing and courier collection

After we arrange a return through Bob Go or the courier, follow the waybill instructions provided. Pack the item securely, remove or cover old shipping labels and keep the collection or drop-off reference. If you cannot print a label, tell us before the collection so we can check the available option.

Bob Go is the shipping platform, and the selected courier collects or transports the parcel. LK handles the return decision. Do not assume that an online LK order can be returned to another retailer selling LK products.

Return costs

For a qualifying cooling-off return, you pay only the direct return cost. For a qualifying defective item, or our delivery of an incorrect or damaged item, we cover the applicable return cost. We will explain any other permitted cost in advance. We do not impose a blanket restocking or administration fee.

How refunds work

We confirm the refund amount and arrange the supported refund route for the original payment. Where supported, Ozow can return the funds through its refund process. We will tell you if a different verified process is needed; we will never request your banking password, PIN or one-time password.

A refund request and a completed bank credit are different stages. Ask LK for the refund status or reference if the money has not arrived. Bank processing time does not extend a legal refund deadline.

A qualifying cooling-off refund must be made within 30 days of cancellation. For other returns, we will confirm the applicable process and deadline without delaying any legal entitlement. Refunds are based on the amount paid, not a later selling price. We will not replace a legally due monetary refund with store credit unless you agree.

If you disagree with the outcome

Reply to the support thread and ask for escalation, giving the order number and the outcome you are seeking. We will explain our decision. You may also use an applicable consumer ombud or the National Consumer Commission at https://thencc.org.za/.