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Returns

Reason for return Needs to be reported within: Do I need to pay for collection?
Unwanted/bought the wrong item 21 days of receipt Yes
Received physically damaged 7 days of receipt No
Incorrect info/ Incorrect item 7 days of receipt No
Faulty (Electronics) Item's warranty No
Sub standard quality 21 days of receipt Case by case basis
Not what I expected 21 days of receipt Yes

Returns Policy

If you are not 100% satisfied with your purchase, please feel free to return any item to us within 21 calendar days of receipt. This policy does not refer to items that you may have received damaged, faulty or incorrect.

Kindly note the following:

  • The actual product needs to be received at Loot in mint condition

  • The item needs to be received by Loot within 3 weeks (21 calendar days)

  • If the product's outer packaging is unsealed, we may charge you a 15% handling fee.

  • Please include your order number or dispatch note inside the returned parcel

  • All GAMES, COMPUTERS, ELECTRONICS, BABY,TOYS and HEALTH AND BEAUTY items need to be returned unopened/sealed.

Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to Loot). Loot.co.za cannot accept responsibility for damage occurring before it is delivered to Loot.co.za Westlake Offices, or collected by us at the post office, even if this damage was caused by a third party. We would strongly advise against using a only a bubble-envelope - rather use a combination of bubble-wrap, cardboard, layers of paper, etc.

At the time we receive the return we shall automatically credit the amount to your Loot customer account and will send you an email to let you know we've processed your return. To use this credit, after you have clicked on [Proceed to Payment], on the next page click on the checkbox to "Use the R... credit balance on account".

 

General Returns

 

      • Most items purchased on Loot.co.za can be returned to us for a full refund.
      • Please see [Non-returnable products] to ensure that your product is eligible for return.
      • Please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. , if you are unsure if an item is returnable.

Loot.co.za returns department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund.

In addition to our returns policy, the following statutory return situation may apply to you:

Section 44 of the Electronic Communications and Transactions Act may apply to your order.

Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.

You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the direct costs of returning thegoods) within 30 days of the date of return request.

The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order or invoice number in the box of the return so that your refund can be processed.


The following goods cannot be returned in terms of the ECT Act:

Unsealed video games, software or other audio or video recordings.

Books, magazines or other periodicals, and items that have specially been sourced for you.

Section 56 of the Consumer Protection Act may also apply to your order.

Section 56 will only apply ifyou are a natural person – in other words, a human being, or a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2million.

If you qualify as a consumer in terms of the CPA then all of our goods sold to you are sold with an implied warranty of quality against any defects for six months of normal householder business use, from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, repair, or refund the price of any defective goods that you return to us during the six-month statutory warranty.

Deliver the defective physical goods under warranty to us or post them by normal prepaid registered post, insured against loss, damage and theft. The street and postal addresses for all returns are the same as for our customer services department, details of which are below.

 

Unit 3 Khutaza Park
27 Bell Crescent
Westlake Business Park
Cape Town
7945
South Africa

Once we have received the package, we will notify you that we have received the physical goods. Please note that it is your responsibility to ensure that the package is delivered to Loot within the returns window provided and at the correct address.

If you claim that our goods are defective, our technicians will examine the goods for defects. In the case of physical goods, our technicians will examine the actual goods. They will report to us whether the goods were defective, were misused or are of good quality. If our technician reports that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.

If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

If you choose for us to make a refund, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

If we do not accept that we supplied defective or unsuitable goods, and our returns department has not been able to help, any customer may still take the matter up with the consumer goods and services ombuds http://www.cgso.org.za/ or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice number ready.

We will try our best to solve your problem.

Incorrect items.

We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website. We will usually need you to return the item to us at no additional cost to yourself.

Please log a return within 7 days, where the item is not what you ordered.

Warranty support - Computers and Electronics.

All COMPUTERS and ELECTRONICS products sold on Loot.co.za (excluding Gaming Consoles) carry their full manufacturer's warranty as stipulated by the official South African distributor, unless otherwise specified. Such warranty is usually, but not limited to, 12 months and if not stipulated on the Loot.co.za website can be requested by contacting This email address is being protected from spambots. You need JavaScript enabled to view it. .

Items under warranty are sent to the relevant supplier or official service centre for repair or replacement. Such Manufacturer Guarantee is restricted to the costs of repair or replacement of faulty goods or refund of the purchase price at the sole discretion of Loot.co.za and its suppliers after investigation and/or testing of goods.

All Hardware Manufacturer Guarantees are immediately null and void if equipment has been tampered with, physical/user damage has been located, warranty stickers have been removed, seals on equipment have been broken by anyone other than the manufacturer’s representative or if the goods have been operated outside the manufacturer’s specifications.

Warranty support - Gaming Consoles

The Warranty on gaming consoles (Playstation, Xbox, Nintendo) is carried by the official local distributor or their authorised service agent and not by Loot.co.za.

For gaming console warranty claims please contact the following:

 

      • Playstation (PSP, PS3, PS2): Partserve - 0861 773 783
      • Xbox 360 Xbox ONE: Powercare - This email address is being protected from spambots. You need JavaScript enabled to view it. / 0861 9269360
      • Nintendo (Wii, NDS, 3DS): Nintendo - This email address is being protected from spambots. You need JavaScript enabled to view it. / 087 940 3200

Under no circumstances will Loot.co.za be liable for any damage arising from any misuse or abuse of the goods. Loot.co.za cannot be held responsible for any data loss whatsoever from storage media returned for exchange or repair.

Please ensure that all games and software are compatible with your current hardware, operating system or console as Loot.co.za cannot be responsible for system incompatibilities. System requirements are usually available on the publisher’s official website. If you are still unsure of whether the item is compatible with your system, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. for further confirmation.

How it's done

Regular returns:

The below procedure is related to unwanted / incorrect / damaged on arrival and sub-standard items.

 

      • Return logged.
      • Allow for additional time, if incorrect information on the website.
      • Collection booked.
      • Received at warehouse, inspected.
      • Refund processed to customer account (unless otherwise specified).
      • If item is not returned in mint condition / without the items original packaging the refund will not be processed. (this does not apply to damaged on arrival).
      • This procedure usually takes 3-7 working days to conclude.

 

Kindly allow for longer waiting times during peak season, November – March.

 

Warranty returns

 

      • Return logged (24 - 48 hours)
      • Collection is booked for return of faulty item. (1 - 3 working days, unless item is returned to Loot.co.za Westlake offices.)
      • Unit arrives at Loot.co.za and is put into a queue awaiting damage assessment. (1 – 2 working days. 3 - 5 during peak season)
      • Damage assessment of returned unit before it is sent to the supplier's / service centre.
      • Unit is sent away for assessment (24 – 48 hour delivery)
      • Suppliers / Service centre will advise that the unit was either replaced, repaired or no fault was found.( 7 workings for assessment conclusion.)
      • The unit is returned to Loot.co.za Westlake offices, and is sent to dispatch to be returned to the customer, pending the result of the assessment.

end faq

 

 

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