our Statutory Rights Nothing in this policy limits or excludes your mandatory rights under South African consumer law,including the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA). Any voluntary return arrangements we offer are separate from, and in addition to, your statutory remedies.
7-Day Online Cooling-Off Right (Change of Mind) Where Section 44 of ECTA applies, you may cancel an online purchase of goods without giving a reason and without paying a penalty within 7 days after receiving them.
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Statutory Exclusions: This cooling-off right is subject to the exclusions in Section 42(2) of ECTA and does not apply to foodstuffs, beverages, or other goods intended for everyday consumption, custom-made or personalized goods, or items that cannot be returned for hygiene or health protection reasons once unsealed.
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Return Condition & Shipping Costs: When cancelling under the 7-day cooling-off right, you are responsible for the direct cost of returning the goods to our Bethlehem address. Goods should be returned safely packaged with all original components.
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Refund Timeline: We will refund all payments received from you within 30 days of your cancellation notice.
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Requests Outside the 7-Day Window: Outside of your 7-day ECTA cooling-off right and your statutory CPA rights, we do not accept voluntary change-of-mind returns unless agreed to in writing at our sole discretion.
Defective, Unsafe, or Unsuitable Goods (CPA Rights) Where the Consumer Protection Act applies, you are entitled under Section 55 to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, and free of defects.
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6-Month Return Window: Goods that do not meet the standards in Section 55 may be returned within 6 monthsof delivery, without penalty and at our risk and expense.
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Your Choice of Remedy: In accordance with Section 56, you may direct us to repair, replace, or refund the defective goods.
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Failed Repairs: If you opt for a repair and the defect is not fixed—or if a further failure, defect, or unsafe characteristic appears within 3 months after the repair—we will replace the goods or refund your purchase price in full.
Damaged or Incorrect Deliveries If your order arrives damaged in transit or contains an incorrect item, please contact us as soon as you discover the issue so that we can arrange the correct replacement or applicable legal remedy at our expense. Please keep the original packaging if reasonably possible to assist with courier and damage assessments. While prompt reporting helps us resolve the matter quickly, delays in reporting do not remove or limit your statutory rights.
Order Cancellations If you wish to cancel an order, please contact us as soon as possible:
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Before Dispatch: If your order has not yet been handed over to our courier, we will stop fulfillment immediately and process a full refund.
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After Dispatch: Once an order has been dispatched, fulfillment can no longer be stopped in transit. Once the parcel is delivered, you may exercise your applicable statutory cancellation or return rights, and we will guide you through the return arrangements.
How to Request a Return, Cancellation, or Assistance Please contact us before sending any parcel back so we can coordinate the quickest return method. (Note: Contacting us beforehand and providing photographs is a practical coordination step to speed up assessment and logistics, not a precondition that removes or limits your legal rights.)
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Email Us: Send an email to luminouscullinary@outlook.com with your Order Number, Product Name, and the reason for your request.
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Supporting Details: For damaged, defective, or incorrect items, please briefly describe what happened and include clear photographs if available.
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Return Logistics: For returns covered under the CPA or due to an incorrect/damaged delivery, we will arrange courier collection or cover the return shipping costs to our address. For 7-day cooling-off cancellations, we will confirm the return delivery details for you to send the parcel back to our Bethlehem address at your expense.
Refund Processing Refunds due under law will be processed within applicable legal deadlines (and within 30 days for ECTA cooling-off cancellations). All approved refunds are paid back via your original payment method or, where that is not technically possible, via Electronic Funds Transfer (EFT) into your nominated South African bank account. We do not charge discretionary restocking or administrative fees on statutory returns.
Contact & Return AddressLuminousCullinary
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Email: luminouscullinary@outlook.com
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Physical & Authorised Return Address: 12 Louw Street, Bethlehem, Free State, 9701, South Africa