Return & Refund Policy

At Adar & Luban, we strive to ensure that every customer is fully satisfied with their purchase. Please review the guidelines below regarding returns, exchanges, and refunds.

1. Incorrect, Damaged or Faulty Products

We carefully inspect and verify all items before dispatch. If you receive an incorrect, damaged, or faulty product, you must notify us within 24 hours of delivery. Clear photo evidence of the issue is required. If a parcel arrives visibly damaged, please do not accept it from the courier. Valid returns will be replaced and shipped within 5 working days after we receive and inspect the returned item.

2. General Returns & Refunds (Unwanted Items)

In accordance with the South African Consumer Protection Act, you may return an item within 7 days, provided it is unused, unopened, and in the same condition as received. The item must be returned in its original packaging with all components intact, and a copy of your order or invoice must be included. Return courier fees are the customer’s responsibility unless we have sent the incorrect product. Refunds exclude original courier charges and may take up to 5 working days to reflect once processed.

3. Opened Products

If a product has been opened and then returned, a 20% handling fee will apply, provided the item passes all quality and authenticity checks. Courier fees for both the return and the initial delivery will be deducted from the refund amount.

4. Exchanges

You may exchange an unopened product within 7 days of receiving it. All courier costs, including both the return shipment and the re-delivery of the new item, are for the customer’s account. Exchanges are only accepted if the item is still sealed and in its original condition.

5. Changing or Cancelling an Order

You may request to change or cancel your order before it is shipped. Once your order has been dispatched, you may still return it, but return courier fees will apply. Only unopened items in original condition will be accepted. In such cases, a store credit will be issued, minus any applicable courier costs.

6. Incorrect or Undeliverable Address

If a parcel is returned to us due to an incorrect or undeliverable address, a new courier fee will apply for re-delivery. Please ensure your delivery information is accurate before placing an order.