Shopping Help
Returns & Exchanges
We want you to be completely happy with your LAVA purchase. If something isn't right, here's how we make it right — quickly and without fuss.
30-Day Returns
Change of mind, unused product
6-Month CPA Right
Defects: repair, replace or refund
Free Collection
On confirmed defective items
Defective or Incorrect Products
If you receive a product that is defective, damaged in transit, or not what you ordered — we fix it. No argument, no complicated process.
For transit damage or wrong items: notify us within 5 business days. For manufacturing defects: notify us as soon as the defect appears — you have 6 months under the CPA.
Email info@lava-sa.com with your order number, a description and photographs where possible.
Once the defect is confirmed, we arrange courier collection at our cost.
A replacement is dispatched prepaid, or a full refund is issued — your choice.
We respond to all defective product reports within 1 business day.
Change of Mind Returns
If you ordered without seeing the product in person and wish to return it — we understand. South Africa doesn't have a LAVA showroom. Here are the conditions:
- Notify us in writing within 30 days of delivery.
- The product must be unused, in its original packaging with all accessories, manuals and tags intact.
- A 10% restocking fee applies, plus the cost of return courier.
- Refunds are processed within 10 business days of us receiving and inspecting the returned goods.
- Refunds are made via EFT to your South African bank account.
Products That Can Be Returned
Eligible for Return
- • Vacuum machines — unused, original packaging
- • Unopened bags and rolls (sealed original packaging)
- • Containers and accessories — unused, original packaging
- • Wrong item received — always accepted
Not Eligible for Return
- • Opened vacuum bags and rolls (hygiene)
- • Special-order commercial machines (V.400, V.500)
- • Products showing signs of use
- • Products modified or repaired by a third party
- • Products without original packaging
How to Start a Return
Contact Anneke directly — she handles all returns personally.
Important: Do not return any product without prior written authorisation from Lava-SA. Unauthorised returns cannot be processed and may be returned to sender at the customer's cost.