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REFUND AND RETURN POLICY

REFUND & RETURNS POLICY

Lucky and Lou wants your dog to be the happiest they can in their purchase and so we are happy to either repair or replace the product you bought, subject to the below terms.

DEFECTIVE PRODUCTS

We endeavour to make sure that all our products are of the highest quality before dispatching. However if you feel you have received a defective product, please get in touch with us at katie@luckyandlou.com within 7 days of receiving your purchase. 

A defect is defined as a material imperfection in the manufacture of a product or a characteristic of that product This then makes the product less acceptable than one would reasonably be entitled to expect.

A defect is NOT seen to be one of the following:
- You are simply unhappy with the specifications of the product, regardless of the fact it matches those described on our website luckyandlou.com
- Faults from normal wear and tear, negligence or the consumer not taking adequate care in using the product
- Customisations and alterations of any kind made by the purchaser

We will either replace or repair the product to an acceptable standard and return it to you at our own cost.

EXCHANGES ON LUCKY AND LOU PRODUCTS

If you made an error in judging the size of your purchase and would like to exchange it for a different size, we will be happy to exchange it if you get in touch with us within 7 days of when you received your purchase. The unwanted products will need to be returned to us in the condition they were received by you, still bearing all swing tags and wash care labels.

Once the product is received and has been inspected by our head office, we will authorise the exchange.

If the newly chosen product is more expensive than the original, payment will need to be made to make up the difference. If it is cheaper than the original, we will refund you the difference via EFT to an account nominated by you.

INCORRECT PRODUCT DELIVERED

We will try our utmost to make sure we deliver the correct product that you ordered. If in the unlikely event you receive the wrong product please contact us at katie@luckyandlou.com within 7 days of receiving your purchase to arrange the return of the incorrect item.

Lucky and Lou will arrange the return of the incorrect product and cover the cost of replacing it with the product that was originally chosen by you.

RETURNING PRODUCTS

Please  contact us at katie@luckyandlou.com to arrange returning your purchase to us within 7 days of receiving your purchase.

Lucky and Lou reserves the right to charge the consumer for the cost of returning the product to the company, in this case the returns fee will be deducted from the amount refunded to you. Alternatively you can drop off at our head office at 63 Shortmarket Street, Cape Town 8001 during business hours (9am to 5pm) or via special arrangement.

Purchases must be returned in the same condition as they were delivered to you. This will include the swing tags and wash care labels still being attached, as well as no alterations made by you.

Once the product has been inspected at our head office and we feel the claim is reasonable, we shall refund the purchase price paid by the consumer (this will include any discounts redeemed) within 8 working days via EFT to an account nominated by the customer.

We reserve the right to decline a return request if the returned product is not in an acceptable condition.