Refunds and Returns

At Lucky's Discount Centre, we are committed to ensuring customer satisfaction with every purchase. However, we understand that sometimes things don’t work out as planned. Our refund and returns policy aims to make the process as easy as possible while ensuring fairness for all parties.

1. Eligibility for Returns

  • If you are unhappy with the quality of the product you have received, you can initiate a return or request an exchange within 7 days of receiving your order.
  • Products must be returned in their original condition and packaging, along with the receipt or proof of purchase. Returns outside of the 7-day window may not be accepted unless the item is faulty and under warranty.

2. Procedure for Returns

  • Contact Lucky’s customer service team via email or phone to begin the return process. You can also use the online contact form available on their website.
  • Once the return is approved, instructions will be provided for returning the item.

3. Exchanges

  • If you'd like an exchange instead of a refund, we can arrange for the exchange of your item, subject to product availability. If the item is no longer in stock, an alternative item of equal value or a full refund will be offered.

4. Faulty Products

  • If your product is faulty and covered by warranty, Lucky’s Discount Centre will work with the supplier to repair or replace the item. This will be at no extra charge to the customer.
  • Notify Lucky’s immediately upon discovering any defects to start the process.

5. Refunds

  • Once the returned item is received and inspected, Lucky’s will notify you of the approval or rejection of the refund.
  • If approved, refunds will be processed and credited to your original payment method within a few business days.

6. Conditions for Refunds and Returns

  • Items returned due to dissatisfaction with quality must be unused, and in their original packaging.
  • Refunds or exchanges are not available for clearance or final-sale items unless they are faulty.

7. Return Delivery Costs

  • If the product is faulty, Lucky's will cover all delivery and return shipping costs.
  • If the return is due to reasons other than a fault (such as changing your mind or dissatisfaction with the product), the customer is liable for the delivery fees associated with the return. This includes the cost of returning the item to Lucky's Discount Centre.

8. Delivery Issues

  • If an incorrect product is delivered, Lucky’s will arrange for the wrong item to be picked up and the correct item delivered at no extra cost to you.

9. Contact Information

For any questions or to initiate a return, please contact:

Delivery Options Overview

1. Order the Product and Specify the Delivery Method

2. You Will Receive an Order Confirmation Message

3. Wait for Your Order to Arrive

4. Pick up Your Order at The Checkout Area

Exchange or Return of Goods

If the product is of good quality, the buyer has the right to terminate the contract concluded at a distance within 14 days after its execution.

In order for the right to terminate the agreement to be preserved, the consumer needs to monitor the preservation of the products in their original state. If the device is destroyed, damaged or damaged through no fault of the customer, the customer is not deprived of the opportunity to terminate the contract. If the value has decreased due to unpacking the product or checking its functionality, this does not mean that the consumer cannot write a request for a refund.

The product is not accepted back if at least one of the components is missing:

  • fully equipped equipment;
  • a receipt proving the fact of purchase in the WoodMart online store;
  • warranty card;
  • an act with a description of the defect drawn up by the service department.

The money for the goods will be returned within the terms established by the current legislation

FAQs

My order hasn't arrived yet. Where is it?

A: If your order hasn’t arrived yet, there could be several reasons for the delay. Please check the following:

  1. Check your email: You should have received a confirmation email with tracking information once your order was shipped. Use the tracking link to monitor the progress of your delivery.

  2. Public holidays or weekends: Keep in mind that we do not deliver on weekends or public holidays, which may cause a delay.

  3. Delivery time: Delivery times can vary depending on your location. If you are outside of our local delivery area, it may take about 7 to 10 working days for your order to arrive.

If none of these apply and you still have not received your order, feel free to contact our customer service team at online@luckys.co.za or call us at 039 317 3036 for further assistance.

Do you deliver on public holidays?

No, we do not deliver on public holidays. Our delivery service operates from Monday to Friday, excluding weekends and public holidays. If you place an order on or close to a public holiday, please expect your delivery to be processed the next available business day.

Is next-day delivery available on all orders?

No, we do not offer next-day delivery. Our standard delivery time varies based on your location and product availability. Most orders are dispatched within 24 hours, but delivery times may take longer depending on your region. For more information on expected delivery times, please check your tracking information or contact our customer service team at online@luckys.co.za or 039 317 3036.

Do I need to be there to sign for delivery?

Yes, someone must be present to sign for the delivery. For security reasons, we require a signature upon delivery to ensure that your order has been received safely. If you are not available, please arrange for someone else to accept the delivery on your behalf. Alternatively, you can contact our customer service team to discuss rescheduling your delivery at a more convenient time.