LOKALE RETURN POLICY

This Return Policy explains your rights and the process for returning a product bought on Lokale, and forms part of our Terms of Use. It is drafted with reference to the Consumer Protection Act 68 of 2008 ("CPA") and, where the transaction was concluded electronically, the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. Your Return Rights

a) Change of mind (cooling-off right)

Under ECTA, where you purchased a product electronically, you may cancel your Order and return the product within 7 days of delivery, for any reason, provided the product is unused, in its original packaging, and in resaleable condition.

Exclusions (goods that cannot be returned for change of mind, per the CPA):

• Goods that have been unsealed or unwrapped where hygiene reasons apply;
• Personalised or custom-made goods; and
• Any product returned in a condition materially different from the condition in which it was delivered.

b) Defective, unsafe, or not-as-described goods

Under the CPA's implied warranty (section 56), you may return a product within 6 months of delivery if it is defective, unsafe, or does not match its description. You are entitled to choose between a repair, replacement, or full refund.

2. How Returns Work on Lokale

Because Lokale is a multi-vendor marketplace, all returns are processed centrally through Lokale rather than directly with individual Vendors:

• Request a return through your Lokale account, stating the reason (change of mind or defect).
• Return the item to Lokale's warehouse at 34, 8th Avenue, Alexandra, Johannesburg, 2090, using the return method specified in your return confirmation.
• Review and investigation. Lokale will review and investigate every return before any refund is issued. This includes checking that the returned product matches the original Order, inspecting its condition, and, where the claimed reason is a defect, assessing whether the fault is consistent with normal use or a manufacturing/quality issue. We may contact you and/or the Vendor for further information as part of this review.
• Outcome. Once the review is complete, Lokale will confirm the outcome to you. Where the return is approved, a refund is issued in accordance with our Refunds Policy. Where a return is declined (for example, because the product does not meet the conditions in clause 1(a), or inspection does not support a claimed defect), we will explain the reason and, where applicable, arrange for the product to be sent back to you at your cost.
• Vendor settlement. Once a refund has been issued, Lokale recovers the corresponding amount from the Vendor in accordance with our Refunds Policy, and the product is returned to the Vendor once reconciled (unless it is not fit to be resold).

3. Delivery-Method-Specific Notes

• Courier Guy orders: a return collection can be arranged via Lokale support.
• PAXI orders: in some cases, a return can be dropped off at a PAXI point for onward transit to the Lokale warehouse — check your return confirmation for instructions, as this depends on the specific return.

4. Timeframe for Review

Lokale aims to complete its review and investigation of a return within a reasonable period of receiving the item, and will keep you informed of progress. Complex cases (for example, where a technical assessment of an electronic or specialised item is required) may take longer.

5. Disputed Returns

If a Vendor disputes the reason for a return (for example, disputing that a product was defective), Lokale will make a determination based on the CPA and the outcome of its investigation under clause 2. Where a dispute cannot be resolved between Lokale, the Vendor, and the customer, it may be referred to the Consumer Goods and Services Ombud (CGSO) for independent resolution.

6. Contact Us

To start a return, use the return option in your Lokale account, or email info@lokaleapp.co.za.