Customer Support Hub
Welcome to LubeShop – We're Here to Help
We're all about your satisfaction. That's why we’re going to make sure your experience with us is smooth and hassle-free. Below, you’ll find all the details you need about our policies.
Our Refund & Returns Policy
If you need to return something, we’re here to help. You can request a refund or return within 7 days of purchase. Just keep in mind, items can only be returned if they arrive damaged or defective.
Eligibility for Returns
To be eligible for a return, here’s what we need:
- The item is unused and in the same condition as when you received it.
- It’s still in the original packaging.
Non-Returnable Items
For hygiene and safety reasons, certain items can't be returned, unless they're defective. These include:
- Personal items (like intimate apparel or cleansing kits)
- Hazardous materials
- Flammable liquids or gases
- Any unsealed liquids
- Gift cards
- Downloadable products
- Some health and personal care items
If your item falls into one of these categories, it’s not eligible for return.
How to Return an Item
If you need to return something, just send us an email at hello@lubeshop.co.za with your invoice, order number or proof of purchase. We’ll guide you through the process.
Refund Process
Once we get your returned item and have a look at it, we’ll send you an email to let you know if your refund has been approved. If it’s a go, we’ll process your refund (generally allow 4 - 5 working days), and credit the amount back to your original payment method.
Sale Items
Refunds are only available for regular-priced items. Unfortunately, sale items can’t be refunded.
Exchanges
Due to the nature of our product, please note that items can only be replaced if they’re defective or damaged. If you need to exchange it for the same item, just email us at hello@lubeshop.co.za.
Gift Returns
If you got the item as a gift and it was sent directly to you, you’ll receive a gift credit for the value of your return. Once we get the returned item, we’ll send you a gift certificate. If the item wasn’t marked as a gift at purchase, or if the gift giver had it sent to themselves, we’ll send the refund to them.
Shipping Returns
To return your product, please email us at hello@lubeshop.co.za, and we’ll help you out. Please note, you'll need to cover the shipping costs for returning your item. Shipping costs are non-refundable.
If you're returning a higher-value item, we recommend using a trackable shipping service or purchasing shipping insurance. This way, you can ensure that your item gets back to us safely.
Warranty Information
If you find a defect in a product that's covered by the manufacturer’s warranty, we’re happy to replace it. Just email us with your order number, your name, and details about the defect, and we’ll let you know how to return the product to us.
Once we’ve received the item and confirmed the defect, we’ll send you a replacement at no extra charge. Please make sure to pack the item securely to avoid damage during shipping. If you’ve incurred any reasonable costs for returning the item, we’ll refund those as well.
Legal Policies
Online platforms (banks, etc) need us to have full policies that are more legal, and less user-friendly. You can find these here:
Need Assistance?
If you have any questions or concerns about refunds and returns, please reach out to us at hello@lubeshop.co.za. We're here to help!
Thank you for choosing LubeShop. We really appreciate your support. We’re here to make sure your shopping experience is nothing short of wonderful!