Last updated: 23 July 2026
We want you to love your LUK piece. If something isn't right, this policy explains your options, in line with the South African Consumer Protection Act (CPA).
If you've simply changed your mind, you may return an item within 7 days of delivery, provided it is:
For change-of-mind returns, the cost of return delivery is the customer's responsibility, and a reasonable handling fee may apply where packaging has been opened. Once received and inspected, we'll process your refund as set out in section 5.
If an item arrives faulty, damaged, or not as described, please let us know within 48 hours of delivery with photos of the issue and your order number. Under the CPA, you're entitled to a repair, replacement, or refund at your choice, at no cost to you. This applies for six months from delivery for defects that existed at the time of purchase.
Certain items cannot be returned for change of mind, as permitted under the CPA:
This does not affect your rights for items that are faulty or damaged on arrival — those are always covered under section 2.
To begin a return or report an issue, contact us with your order number, a short description, and photos if the item is faulty or damaged:
We'll confirm your return and arrange collection or drop-off details, along with an expected timeline.
Approved refunds are issued to your original payment method within 7–10 business days of us receiving and inspecting the returned item. You'll receive confirmation by email or WhatsApp once your refund has been processed. Delivery fees are refunded only where the return is due to our error, a fault, or damage in transit.
Prefer a different colour, size or piece entirely? Let us know when you start your return — we're happy to arrange an exchange instead of a refund, subject to stock availability and the same condition requirements as change-of-mind returns.
Please inspect your furniture at the point of delivery wherever possible. For White Glove Delivery, our team unpacks and places your piece on arrival, giving you the chance to check it over before we leave. If you spot any damage, note it with our driver and contact us within 48 hours with photos — we'll resolve it quickly at no cost to you.
Our customer happiness team is here Mon–Fri 7am–5pm and Sat–Sun 8am–1pm:
This policy is provided as a general guide for LUK's customers and does not constitute legal advice. We recommend having this document reviewed by a qualified South African attorney to confirm it fully meets your specific compliance obligations before relying on it.