Refund policy

Loom & Latch Pty Ltd Return & Refund Policy

1. 5-Day Cooling-Off Period (ECTA)

In accordance with the Electronic Communications and Transactions Act, you are entitled to cancel your purchase within 5 days of receiving your goods without providing a reason.

  • Condition: The items must be returned in their original, unopened packaging.

  • Cost: You will be responsible for the direct cost of returning the goods to our supplier.

2. Defective or Damaged Goods (CPA)

If you receive a product that is defective, broken, or not as described, the Consumer Protection Act protects your purchase:

  • 6-Month Warranty: You have the right to return defective goods within six months of delivery.

  • Your Choice: In the event of a defect, you may choose between a repair, replacement, or a full refund.

  • Inspection: We reserve the right to inspect the goods to confirm the defect before processing the refund or replacement.

3. Non-Returnable Items

For health and safety reasons, certain items cannot be returned under the cooling-off period once opened:

  • Personal care or hygiene-sensitive items (such as the 4-piece Tongue Scraper Kit).

  • Software or digital products where the seal has been broken.

4. Refund Process

  • Processing Time: Once your return is received and inspected by our fulfillment partners, we will notify you of the approval or rejection of your refund.

  • Method: Approved refunds will be processed via your original method of payment (e.g., OZOW or Peach Payments).

  • Shipping Fees: Original shipping charges are non-refundable unless the item was defective upon arrival.

5. How to Start a Return

To initiate a return, please contact our support team at your registered business email. Please provide your order number and photographs if the item is damaged or defective.

Governing Law: This policy is governed by the laws of the Republic of South Africa.