Refund policy

LUMA COCKPIT — Returns, Refunds and Replacements

Last updated: 13 October 2026

LUMA COCKPIT aims to handle return, refund and product-issue requests fairly. This policy applies to orders delivered in South Africa. It does not limit any rights you have under applicable South African law, including the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and the Consumer Protection Act 68 of 2008 (CPA).

How to start a request

Email moabibusiness8@gmail.com with your order number, a description of the issue and any relevant photographs or video.

Contact us before sending anything back. Returns require prior authorisation and case-specific instructions. Do not send a parcel to our business address or to a supplier address found independently. We will provide the authorised return warehouse and any return authorisation or tracking instructions after the request is reviewed.

Change-of-mind returns

For our voluntary store return policy, contact us within 30 days of delivery to request a change-of-mind return. Items should generally be unused, undamaged, unopened where reasonably applicable, and in their original packaging with accessories and manuals included.

Our fulfilment supplier's change-of-mind dispute process generally requires a request within 7–15 days of carrier-recorded delivery. Contact us as soon as possible, preferably within 7 days and no later than 15 days, so we can seek a supplier resolution. Requests made later in our 30-day store window will be assessed individually; supplier acceptance is not guaranteed. This supplier processing window does not limit statutory consumer rights.

For an approved change-of-mind return, the customer or LUMA COCKPIT may be responsible for return shipping, as confirmed to you before the return is sent. Where a return is based on a statutory right, costs and refunds will be handled in accordance with applicable law. Do not arrange or pay for return shipping until we confirm the destination and instructions in writing.

Damaged, defective or incorrect items

Inspect your order on arrival and contact us promptly if it is damaged, defective, unsafe or incorrect. To help us raise a supplier dispute, please report the issue within 7 days of delivery where possible and provide clear photos or video of the item, a photo of the parcel's shipping label showing the tracking number, and—if the item is incorrect—details showing how it differs from what you ordered.

For verified damaged, defective or incorrect items handled under the supplier's standard resolution process, customers do not need to pay return shipping. In many cases, the supplier may resolve the issue by replacement or refund without requiring the item to be physically returned. We will confirm the outcome and any required steps.

Supplier evidence deadlines or dispute decisions do not reduce any rights you have under applicable law, including applicable rights to repair, replacement or refund for goods that do not meet statutory requirements.

Refunds and replacements

Depending on the circumstances and applicable law, the resolution may include a refund, replacement or reshipment, or another agreed remedy. Once a refund is approved by LUMA COCKPIT, we will initiate it to the original payment method where possible. The time for funds to appear depends on the payment provider and financial institution. Supplier refund processing times are separate from the time it takes for a refund to reach you.

We do not charge a restocking fee. Any shipping-cost deduction or other amount withheld from a refund will be applied only where permitted by applicable law and explained to you.

Statutory consumer rights

Nothing in this policy excludes, restricts or replaces your rights under South African law. Where ECTA's online-transaction cooling-off right applies, a consumer may cancel a qualifying transaction for goods within 7 days after receipt without giving a reason, subject to the Act and its exceptions; the direct cost of returning the goods may be payable by the consumer. Under the CPA, qualifying goods that fail to meet statutory quality requirements may be returned within the applicable statutory period at the supplier's risk and expense, with the remedy determined in accordance with the Act.

These rights are assessed according to the circumstances and applicable law.

Items with special conditions

Some products may be subject to specific handling or legal restrictions. Any limitation or exception will apply only to the extent permitted by applicable law and will not remove a statutory consumer right.