Last updated: 02 September 2026
At LotsaLoops, every product is individually handmade with care and checked before being packaged and sent to you.
We hope you love your purchase. If something isn’t right, this policy explains how change-of-mind returns, custom and personalised products, damaged or defective items and refunds are handled.
Handmade Products
All LotsaLoops products are individually handmade rather than mass-produced. Some components may be cut or engraved using tools such as a laser cutter, but every finished product is assembled, stitched, crafted or finished by hand.
Because of the handmade nature of our products, small variations between individual pieces are completely natural.
These may include slight differences in stitching, punch needle texture, fibre placement, leather grain and natural markings, colour, positioning, shape or measurements.
These natural handmade variations form part of the character of each product and are not necessarily considered defects.
Every reasonable effort is made to photograph and describe our products accurately. Colours may appear slightly different depending on lighting, photography and individual screen settings.
Change-of-Mind Returns
For eligible products purchased through the LotsaLoops website, you may cancel your purchase within 7 days after receiving your order, in accordance with applicable South African electronic commerce law.
Please contact LotsaLoops within this period before returning the product.
The product must be returned in its original condition and must not have been used, damaged or altered after delivery.
For a change-of-mind return, the customer is responsible for the direct cost of returning the product to LotsaLoops.
Once the returned product has been received, the applicable refund will be processed in accordance with South African law.
Custom and Personalised Products
Products made to your specifications or clearly personalised for you are generally not eligible for the 7-day change-of-mind return period applicable to ordinary online purchases.
This may include products featuring a customer’s requested name, wording, engraving, design, colour combination or other individual customisation.
Please check all customisation details carefully before confirming your order.
This does not affect your rights if a custom or personalised product is genuinely defective, damaged, incorrect or does not reasonably match what was agreed upon.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong product, please contact LotsaLoops as soon as reasonably possible.
Please provide:
- Your name and order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging where relevant
Please keep the original packaging until we have had an opportunity to assess the issue, particularly if the parcel appears to have been damaged during delivery.
We will work with you to resolve the matter appropriately.
Defective Products
Every LotsaLoops product is individually handmade and checked before being packaged and sent to you.
As handmade accessories are subject to different levels of use and handling, LotsaLoops does not specify a fixed expected lifespan for its products.
If you believe your product has a genuine defect, please contact LotsaLoops with your order details, a description of what happened and clear photographs of the issue so that we can assist you.
Normal wear and tear, accidental damage, misuse, alterations made after purchase, damage caused by excessive force, or damage resulting from use outside the product’s intended purpose is not considered a manufacturing defect.
Where a product is genuinely defective or fails to meet the quality standards required under applicable South African consumer law, the appropriate remedy will be provided in accordance with those requirements.
Nothing in this policy limits your statutory rights in respect of defective goods.
Handmade Variations vs Defects
Because LotsaLoops products are handmade and genuine leather is a natural material, minor handmade or natural variations are not automatically defects.
These may include slight variations in:
- Stitching
- Punch needle texture or fibre placement
- Leather grain and texture
- Natural markings in genuine leather
- Colour or shade
- Shape, positioning or measurements
- Placement of decorative handmade details
However, describing a product as handmade does not excuse a genuine fault in workmanship or a product that does not meet applicable quality standards.
If you are unsure whether there is a problem with your product, please contact LotsaLoops so that we can assist you.
Returning a Product
Please contact LotsaLoops before returning any product so that we can provide you with the appropriate return instructions.
Please do not send a return without contacting us first.
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the product.
Where the return relates to a qualifying defective or incorrect product, return costs will be handled in accordance with applicable South African consumer law.
Refunds
Once a returned product has been received and, where appropriate, inspected, we will confirm the outcome of the return.
Approved refunds will be processed using an appropriate method based on the original transaction and circumstances of the return.
For an eligible cancellation under the statutory online cooling-off period, refunds will be processed within the period required by South African law.
After a refund has been processed, the time it takes for the funds to appear in your account may depend on iKhokha, your bank or other relevant financial institution.
Sale or Discounted Products
Purchasing an item on sale or at a discounted price does not remove any consumer rights that apply to genuinely defective goods.
If a particular imperfection or characteristic of a discounted product is clearly disclosed before purchase and you knowingly purchase the product in that condition, that disclosed characteristic will not itself be treated as an undisclosed defect.
Contact LotsaLoops
If you would like to request a return or have a question about an order, please contact LotsaLoops before sending anything back.
Email: stefni@lotsaloops.co.za
Business WhatsApp: +27 82 724 6372
South Africa