Refunds and Return Policy

REFUNDS, RETURNS & EXCHANGES POLICY

At LUXVAULTZA, we want every customer to be happy with their purchase. Please read our Refunds, Returns & Exchanges Policy carefully before placing an order.

1. NO REFUNDS – ALL SALES ARE FINAL

We operate a strict no-refund policy for ordinary change-of-mind purchases.

Once an order has been placed and paid for, the sale is considered final. We do not offer cash refunds simply because a customer changes their mind, no longer wants the product or is unhappy with their choice.

However, where a refund is required by applicable consumer protection laws, we will honour the customer’s legal rights.

2. RETURNS & EXCHANGES

If you are unhappy with your purchase, you may request to exchange your sneakers for:

  • A different shoe.
  • A different size of the same shoe.
  • Another available product from our store.

Please note that all voluntary exchanges are subject to a 20% exchange fee based on the original purchase price of the product, where permitted by law.

For example:

If you purchased sneakers for R1,000, a 20% exchange fee of R200 will apply. This means an additional R200 will be payable for the exchange, on top of any price difference if you choose a more expensive product.

If your replacement product costs less than your original purchase, the exchange fee will still be calculated using the original purchase price.

3. SEVEN-DAY RETURN PERIOD

Customers have a maximum of 7 days from the date their order is delivered to their delivery address to request a voluntary return or exchange.

Please take note:

  • The 7-day period starts on the day your sneakers are delivered.
  • You must contact us within these 7 days to request an exchange.
  • Requests made after the 7-day period will not be accepted for ordinary change-of-mind exchanges.
  • Once the 7-day period has expired, the purchase will be considered final for ordinary change-of-mind returns.

This time limit does not affect any additional rights you may have under applicable consumer protection laws.

4. CONDITION OF RETURNED PRODUCTS

To qualify for an ordinary voluntary exchange, sneakers must:

  • Be unused and unworn.
  • Be returned in their original condition.
  • Have no visible signs of damage, dirt, stains or excessive handling.
  • Include the original shoebox and packaging.
  • Include any accessories that came with the original purchase.

We reserve the right to inspect returned products before approving an exchange.

Products that have been worn, damaged or altered by the customer will not qualify for an ordinary voluntary exchange.

5. ADDITIONAL EXCHANGE COSTS

Customers are responsible for the additional costs associated with voluntary exchanges, where permitted by law.

These may include:

  • The 20% exchange fee calculated from the original product price.
  • Any price difference if the replacement product is more expensive.
  • Applicable delivery or shipping charges.

No exchange will be processed until all applicable charges have been settled.

6. WRONG SIZE OR WRONG PRODUCT

Please double-check your shoe size and product selection before completing your purchase.

If you receive a different product from the one you ordered, or the wrong size was supplied due to an error on our side, please contact us as soon as possible.

We will investigate the issue and arrange an appropriate solution in accordance with applicable consumer protection laws.

7. DAMAGED OR DEFECTIVE PRODUCTS

We take the quality of our products seriously.

If your sneakers arrive damaged or have a manufacturing defect, please contact us with photographs and your order details.

Defective products will be handled in accordance with the Consumer Protection Act and other applicable laws. Statutory remedies for defective products are not subject to our ordinary 20% exchange fee or seven-day change-of-mind policy.

8. HOW TO REQUEST AN EXCHANGE

To request an exchange, please follow these steps:

  1. Contact our customer support team within 7 days of receiving your order.
  2. Provide your order number and the reason for the exchange.
  3. Tell us which shoe or size you would like instead.
  4. Wait for confirmation and return instructions before sending the product back.
  5. Once we receive and inspect the product, we will confirm the applicable exchange costs and arrange the exchange.

Please do not send products back without contacting us first.

9. FINAL NOTICE

By placing an order with LUXVAULTZA, you acknowledge that you have read and understood our Refunds, Returns & Exchanges Policy.

We encourage all customers to carefully check their shoe sizes, product descriptions and selections before making payment.

Please remember:

  • No ordinary change-of-mind refunds.
  • Voluntary exchanges are subject to a 20% fee where legally permitted.
  • Exchange requests must be made within 7 days of delivery.
  • Returned sneakers must be unused and in their original condition.
  • All purchases remain subject to applicable South African consumer protection laws.

Thank you for shopping with us!