REFUNDS & RETURNS

At Cut Lux, we want you to be completely satisfied with your purchase of our authorized Karl Lagerfeld clothing, footwear, and accessories. We understand that occasionally an item may not be the right fit or may not meet your expectations. This policy explains the conditions and process for returns, exchanges, and refunds.

Important: This policy is intended to operate alongside applicable South African consumer-protection laws. Nothing in this policy is intended to remove or limit any rights that cannot legally be excluded.

1. RETURN PERIOD

Customers may request a return within 14 days of receiving their order, provided the product meets the return requirements outlined below.

Return requests submitted outside the applicable period may not be accepted unless otherwise required by law.

Customers should contact Cut Lux Customer Support before sending any item back.

2. RETURN CONDITIONS

To qualify for a change-of-mind return, products must be:

  • Unused and unworn
  • Unwashed and free from stains, odours, makeup, or other marks
  • In their original condition
  • Returned with all original tags and labels attached
  • Returned with original packaging where applicable
  • Accompanied by valid proof of purchase

Footwear

Footwear must only have been tried on indoors and must be returned in its original shoe box and packaging.

Please do not place courier labels or adhesive directly onto the original Karl Lagerfeld shoe box.

Accessories

Accessories must be returned unused, undamaged, and with all original packaging, tags, certificates, or accompanying items where applicable.

Cut Lux reserves the right to decline a return where the product has been worn, damaged, altered, washed, or otherwise used beyond reasonable inspection.

3. CHANGE-OF-MIND RETURNS

If you change your mind about your purchase, you may request a return within the applicable return period, provided the product meets our return conditions.

For approved change-of-mind returns:

  • The customer may be responsible for the return delivery cost.
  • The product must pass our return inspection.
  • Any applicable refund will be processed after the returned product has been received and inspected.

Original shipping fees may not be refundable for change-of-mind returns, except where required by applicable law.

4. INCORRECT, DAMAGED OR DEFECTIVE PRODUCTS

If you receive:

  • The wrong product
  • The wrong size or item compared with your order
  • A damaged product
  • A product with a manufacturing defect

please contact us as soon as reasonably possible after delivery.

We may request photographs or other information to assist with our investigation.

Where the issue is verified as being attributable to Cut Lux or a product defect, we may offer an appropriate remedy, which may include:

  • Replacement
  • Repair, where appropriate
  • Exchange
  • Refund

The applicable remedy will depend on the circumstances and applicable consumer-protection requirements.

5. NON-RETURNABLE ITEMS

Certain products may not be eligible for change-of-mind returns where permitted by law, including products that:

  • Have been worn or used
  • Have been washed
  • Have been damaged after delivery
  • Have been altered or customised
  • Are missing original tags or packaging
  • Show signs of misuse or negligence

Where a product is defective or otherwise subject to a legally protected return right, these exclusions will not override applicable law.

6. EXCHANGES

Cut Lux may offer exchanges for eligible products, subject to stock availability.

Customers may request an exchange for an alternative:

  • Size
  • Colour
  • Product

If the requested replacement is unavailable, we may offer an alternative remedy or refund where applicable.

The replacement item must meet the same return-condition requirements.

7. REFUND PROCESS

Once your returned product has been received, Cut Lux will inspect the item to determine whether it qualifies for a refund.

If approved, the refund will generally be processed using the original payment method.

Depending on your bank or payment provider, it may take several working days for the funds to reflect in your account after the refund has been processed.

Cut Lux cannot control the processing time imposed by a customer's bank or payment provider.

8. RETURN SHIPPING COSTS

Customer-Initiated Returns

For approved change-of-mind returns, the customer may be responsible for the cost of returning the product to Cut Lux.

Faulty or Incorrect Products

Where Cut Lux has supplied an incorrect, damaged, or defective product and the return is verified, Cut Lux will arrange or cover the appropriate return delivery costs where required.

9. RETURN INSPECTION

All returned products are subject to inspection.

We reserve the right to refuse a change-of-mind return where the product does not meet the requirements of this policy.

If a returned product does not qualify for a refund or exchange, Cut Lux may contact the customer regarding the next steps.

10. HOW TO REQUEST A RETURN

To initiate a return:

Step 1: Contact Cut Lux Customer Support.

Step 2: Provide your:

  • Order number
  • Full name
  • Reason for the return
  • Photographs where applicable

Step 3: Wait for return instructions before sending the product.

Step 4: Package the product securely and ensure it is protected during transportation.

Step 5: Send the product using the approved return method.

Step 6: Once received, Cut Lux will inspect the product and process the applicable remedy.

Please do not send a return to an address that has not been provided or confirmed by Cut Lux.

11. PROOF OF PURCHASE

A valid proof of purchase is required for returns and refunds.

This may include:

  • Order confirmation
  • Invoice
  • Receipt
  • Order number

Without sufficient proof of purchase, we may be unable to process the requested return.

12. FRAUDULENT OR ABUSIVE RETURNS

Cut Lux reserves the right to investigate suspicious or potentially fraudulent return activity.

Where permitted by law, repeated abuse of our return process, fraudulent claims, or intentional damage of products may result in the restriction or refusal of future transactions.

13. CONSUMER RIGHTS

Cut Lux is committed to complying with applicable South African consumer-protection legislation.

Nothing contained in this policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded or waived.

Where a statutory consumer right provides a remedy that differs from this policy, the applicable law will prevail.