Returns, Cancellations and Refunds
General
lensandliving.co.za only sells original products supplied by the authorised agent/supplier in South Africa, in line with that brand’s local warranty terms. We do not sell parallel or “grey” imports of any kind.
Defective Products
- We offer a warranty on the quality of goods purchased, in line with the warranty policy of the manufacturer/supplier, provided the product hasn’t been altered or used contrary to the instructions.
- Warranty is usually 12 months from date of purchase (or longer, and is a “repair warranty” unless otherwise stated by the manufacturer).
- If your product is defective during the warranty period, email us at sales@lensandliving.co.za, or contact the manufacturer’s service centre listed in your product’s information leaflet.
- You’ll need to provide your original invoice/card slip as proof of purchase (a copy is available from us on request).
- Where a product is confirmed defective, the manufacturer/supplier will, at their sole discretion, either:
a) repair the failed, unsafe or defective product; or
b) replace it.
Non-Defective Products
- Products that are not defective or damaged, or that you find unsuitable on inspecting the closed packaging, can be rejected at the point of delivery or returned within 7 days of delivery.
- This is subject to the product being in its original, untampered condition, with all original packaging, manuals, cables, and accessories unopened and unused.
- You may be required to produce your original invoice/card/EFT slip as proof of purchase, along with a reasonable explanation for the return.
- A handling fee of 15% of the original purchase price applies to such refunds.
- Returns must be arranged in advance by contacting us at sales@lensandliving.co.za or 079 771 0926.
- Products must be returned to our nominated address via the nominated courier service, at the purchaser’s expense.
- We may hold you liable for any damage caused to the product while it’s in your possession.
- If our supplier won’t accept the product back at full cost price because it’s no longer resalable as new, we’ll let you know what refund (if any) they’re willing to offer. The return may be rejected at Lens and Living’s/the supplier’s sole discretion in that case.
- Approved refunds are issued via the same method as your original payment (credit card, debit card, or EFT).
Advice
Any advice given about product suitability or specifications — whether by phone or another method — is a suggestion only, not a guarantee. It’s the customer’s responsibility to confirm a product suits their needs before purchasing; you can research further on our site and the relevant brand’s website. We don’t offer refunds or exchanges on the basis of “incorrect advice,” unless agreed otherwise at our discretion.
Late Delivery
If your order isn’t delivered within the agreed period (or within 30 days of purchase where no period was agreed), you’re entitled to a full refund under the Consumer Protection Act. If a purchased product becomes unavailable, we’ll notify you and issue a full refund within 2 working days of your order, unless otherwise agreed.
Damaged Items
Contact us within 48 hours of delivery with photos of the item and its packaging — see our Shipping Policy for full details on how damaged deliveries are handled.
Contact Us
Questions about a return or this policy? Reach us at sales@lensandliving.co.za or 079 771 0926.