2. REFUND, RETURN & CANCELLATION POLICY

2.1 Our Approach

We want customers to receive the products that they ordered, in the condition reasonably expected for collectible products.

This policy is subject to customers' rights under applicable South African consumer law.

2.2 Seven-Day E-Commerce Cooling-Off Period

Where the cooling-off provisions of ECTA apply, a customer may cancel an eligible online transaction without reason and without penalty within 7 days after receiving the goods.

Where a customer exercises this statutory cooling-off right:

• the customer is responsible for the direct cost of returning the goods;
• the goods should be returned with all components and packaging;
• the goods should not have been used or deliberately damaged; and
• the refund will be processed within the period required by law.

Where applicable, ECTA provides for a full refund within 30 days of cancellation.

Certain categories of transactions are excluded from the statutory ECTA cooling-off right. These exclusions will apply where relevant.

2.3 Defective Goods

Goods supplied by I Luv Pops are subject to the statutory implied warranty of quality where the CPA applies.

Where qualifying goods fail to comply with applicable statutory quality standards within six months after delivery, the customer may have the right to return the goods, without penalty and at the supplier's risk and expense, and choose a remedy provided by law.

Depending on the circumstances and applicable law, that may include repair, replacement or refund.

Nothing in this policy reduces those statutory rights.

2.4 Incorrect Products

If we send you a product materially different from the product you ordered, please contact us at:

info@iluvpops.co.za
WhatsApp: +27 82 566 1713

Please provide your order number and photographs of the item received.

Where we have supplied the wrong product, we will resolve the matter in accordance with applicable law and will bear reasonable return costs where required.

2.5 Materially Damaged Products

If a product arrives materially damaged, contact us as soon as reasonably possible.

Please provide photographs showing:

• the courier packaging;
• shipping label;
• internal protective packaging;
• collectible box; and
• product itself.

This helps us assess the matter and, where applicable, pursue the courier or transport provider.

Prompt reporting helps considerably but does not remove statutory rights merely because notification was not immediate.

2.6 Collectible Box Condition

Minor manufacturing and distribution imperfections do not automatically mean that an item is defective.

We will, however, assess complaints regarding collectible packaging reasonably and with recognition that box condition is important to collectors.

Factors we may consider include:

• severity and visibility of the damage;
• whether it affects the structural integrity of the box;
• whether the condition was disclosed before purchase;
• photographs or representations used in the listing;
• reasonable expectations for a mass-produced collectible; and
• rights provided by law.

2.7 Items Sold With Disclosed Damage

Some collectibles may occasionally be sold at a reduced price or otherwise listed with disclosed packaging damage.

Where the precise defect or damage was expressly disclosed before purchase, that particular disclosed condition will be taken into account when assessing a return.

This does not remove rights relating to defects or damage that were not disclosed.

2.8 Change-of-Mind Returns

Where a statutory cooling-off right applies, we will honour it.

Outside statutory rights, discretionary change-of-mind returns may be accepted by agreement where the product is:

• unused;
• complete;
• in materially the same condition in which it was supplied; and
• capable of resale.

The customer may be responsible for return transport costs for a discretionary return.

2.9 Pre-Order Cancellations

Customers wishing to cancel a Pre-Order before fulfilment should contact us as soon as possible.

Because Pre-Orders may involve stock specifically reserved or committed to us by our suppliers, cancellation requests will be considered having regard to:

• the status of the order;
• whether stock has already been committed or obtained;
• supplier obligations already incurred by us; and
• the customer's statutory cancellation rights.

We will not use this provision to exclude a cancellation right provided by law.

2.10 Supplier-Cancelled Pre-Orders

Where a manufacturer or supplier permanently cancels a product, or where we determine that we will be unable to obtain it, we will notify the customer and refund amounts paid for that product.

2.11 Pre-Order Delays

A change to a manufacturer's anticipated release date does not automatically mean that a Pre-Order has been cancelled.

We will act reasonably where significant delays occur.

Customers retain any rights arising under applicable law as a result of unreasonable delay or failure to perform.

2.12 Chases

Receiving a Common/standard version is not grounds for a return merely because a Chase version exists, unless the listing or promotion expressly stated that a Chase was included or guaranteed.

If you purchase an item expressly listed as a Chase and we incorrectly send the Common version, this is an incorrect product and should be reported to us.

2.13 Returning Goods

Please contact us before sending a return.

Provide:

1. your name;
2. order number;
3. product concerned;
4. reason for the return; and
5. photographs where the return relates to damage, condition or incorrect supply.

We will provide appropriate return instructions.

Goods should be packaged securely to avoid damage during return transport.

2.14 Refund Method

Refunds will ordinarily be made to the original payment method where reasonably possible.

Bank or payment-provider processing times may mean that funds take additional time to appear after we have processed a refund.

Any refund required by law will be processed within the statutory period.

 

4. PAYMENT POLICY

4.1 Currency

All website transactions are processed in South African Rand (ZAR), unless expressly stated otherwise.

4.2 Accepted Payment Methods

I Luv Pops currently accepts payment through available checkout options including:

• Credit Card;
• Electronic Funds Transfer (EFT);
• Apple Pay;
• Float; and
• Happy Pay.

The payment options actually displayed at checkout may vary from time to time depending on provider availability and transaction eligibility.

4.3 Third-Party Payment Providers

Some payment methods are operated by independent third-party payment providers.

Use of those services may also be subject to the provider's own terms, eligibility criteria and privacy practices.

I Luv Pops does not control approval decisions made independently by third-party payment or financing providers.

4.4 Payment Confirmation

An order is treated as paid once payment has cleared or the relevant payment provider confirms successful authorisation.

An initial payment notification does not constitute final settlement if the transaction is subsequently reversed, rejected or determined to be unauthorised.

4.5 EFT Payments

Where EFT is selected, the customer should use the payment reference requested during checkout or subsequently supplied by us.

Orders may only be released after funds have cleared into our account.

Proof of payment by itself does not necessarily constitute cleared payment.

4.6 Unpaid Orders

Unless expressly agreed otherwise, stock is not guaranteed to remain reserved indefinitely for unpaid orders.

We may cancel an unpaid order after a reasonable period or after a communicated payment deadline has expired.

4.7 Pre-Orders

Unless the product page or agreement expressly provides otherwise, Pre-Orders are payable when the order is placed.

Successful payment reserves the customer's allocation subject to supplier availability, these policies and applicable law.

4.8 Payment Security

Electronic payment information may be processed directly by specialist payment-service providers.

Customers should never send us:

• a card PIN;
• CVV/CVC security code;
• online-banking password; or
• other banking login credentials

by email, WhatsApp or other messaging service.

4.9 Fraud Prevention

We may request reasonable verification where a payment appears unusual or potentially fraudulent.

An order may be held temporarily while reasonable verification takes place.

4.10 Pricing Errors

We take reasonable steps to ensure accurate pricing.

Where an obvious genuine pricing or website error occurs before fulfilment, we may contact the customer to explain the error and, subject to applicable law, offer the option of proceeding at the correct price or cancelling the affected product.

4.11 Refunds

Approved refunds will ordinarily be returned to the original payment method where reasonably possible.

Processing times after a refund has been issued depend partly on banks and payment providers.

4.12 Payment Disputes and Chargebacks

If you believe there is a problem with a transaction, please contact us so that we can attempt to resolve the matter promptly.

This does not prevent a customer from exercising a lawful right to dispute an unauthorised or otherwise validly disputable transaction.