LISA LUXURY

Refund Policy

Last updated: 24 September 2026

This policy explains how to request a return, exchange or refund. It does not remove any consumer right that applies under South African law. If an item is unsafe, defective, incorrectly supplied or materially different from its description, please contact us promptly.

1. Before sending anything back

Contact Lisa Luxury first using the contact details published on the website. Include your order reference, the product name, a clear explanation of the issue and photographs where relevant. We will provide return instructions and, where appropriate, a return reference. Please do not send a parcel back without authorisation, as this can delay assessment and may result in a lost parcel.

2. Change-of-mind returns

Lisa Luxury may consider a return request for an eligible, non-hygiene item made within 7 days of delivery. The item must be unused, unopened, undamaged, in a resalable condition and returned with original packaging, labels and included accessories. Approval is not automatic and depends on the product type and condition.

3. Hygiene and product exclusions

For customer health and safety, wigs, hair extensions, hair accessories and beauty products cannot be returned for a change of mind once they have been worn, fitted, used, washed, styled, altered, opened, removed from protective packaging or had seals removed. This includes items that cannot reasonably be resold for hygiene reasons.

The hygiene restriction does not prevent you from reporting an item that arrived faulty, damaged, incorrect or materially different from what was ordered. Please keep the item, packaging and proof of purchase available for assessment.

4. Incorrect, damaged or defective items

If you receive the wrong item, an item damaged in transit or an item with a suspected defect, notify Lisa Luxury as soon as reasonably possible. We may ask for photographs, a description and the item to be returned for inspection. Where a claim is accepted, the available remedy may include a replacement, repair or refund, depending on the item, stock availability and applicable law.

5. Return costs and packaging

For an approved change-of-mind return, return delivery costs may be the customer’s responsibility unless we confirm otherwise. If we confirm that the item was incorrectly supplied, faulty or damaged before delivery, Lisa Luxury will explain the appropriate return arrangement. Pack the item safely; damage caused by inadequate return packaging may affect the outcome of a return.

6. Refund timing

Once a return has been received and assessed, we will notify you of the outcome. Approved refunds are returned to the original payment method where possible. Payment-provider and bank processing times can affect when the funds appear in your account. Original delivery charges are refunded only where required by law or where Lisa Luxury confirms that the item was supplied incorrectly or was faulty.

7. Statutory rights

This policy is in addition to, and does not replace, consumer rights that cannot legally be excluded. South African consumer law provides important protections for goods that are unsafe, defective, unsuitable for their stated purpose or not as described.