Refund policy

Luravo Return & Refund Policy

Last updated: August 2026

At Luravo, every luxury lighting piece undergoes careful inspection, professional packaging, and secure shipping to arrive in pristine condition. Because our pieces are fragile luxury goods involving specialized design and craftsmanship, our return framework is structured to protect both your investment and our operational integrity under South African law (including the Consumer Protection Act and the Electronic Communications and Transactions Act).

1. Mandatory Same-Day Inspection & Transit Damage Reporting

  • Inspect on Arrival: Because lighting fixtures contain delicate components, glass, or finishes, you must inspect your order on the exact same day it is delivered.
  • The 24-Hour Window: Any transit damage, broken elements, missing components, or visual discrepancies must be reported to our support team via email within 24 hours of delivery.
  • Evidence Required: Claims must include clear, timestamped photographs of the damaged item and its original Luravo packaging.
  • Note: Due to courier insurance constraints, claims for transit damage or missing parts submitted after this 24-hour window will be formally rejected.

2. Change-of-Mind Returns (7-Day Statutory Window)

In accordance with online consumer regulations (Section 44 of the ECT Act), change-of-mind returns are accommodated under strict conditions:

  • Timing: You must notify us in writing of your intent to return an item due to a change of mind within same day of receiving the parcel
  •  of receiving your order.
  • Strictly Uninstalled & Unused: Items must be completely uninstalled, un adapted, un-wired, and show zero signs of mounting or modification.
  • Original Packaging: Items must be returned in their original, undamaged Luravo packaging (including all custom inner protection).
  • Return Shipping: The customer is strictly liable for all secure return courier costs. Original shipping fees are non-refundable.
  • Change of mind returns excludes the prestige collection and signature collection 

Non-Returnable Items: Bespoke or custom-ordered lighting configurations, clearance items, prestige collection, signature collection or any product that has been installed or structurally altered cannot be returned for a change of mind.

3. Return Authorization Process

  1. Do not ship items back without authorization. Email us with your order number and photo evidence.
  2. If approved, you will receive a Return Merchandise Authorization (RMA).
  3. Ship the item securely. You assume all financial and physical liability for any breakage that occurs during return transit due to inadequate packaging.

4. Refunds

Once your returned item is received and inspected by our warehouse team to confirm it meets our pristine condition criteria, approved refunds are processed back to your original payment method within 15 business days.