Be Confident Before You Buy
We prefer you to be confident of your purchase before paying. We recommend you contact us with questions or demo the gear before making a purchase.
Shipping Information
Delivery Areas
We deliver within South Africa only, but get in touch for a quote on international shipping.
Courier Options
Domestic: The Courier Guy
International: FedEx (quote on request)
Shipping Times
We try to ensure orders are dispatched within one working day – however we are a small team and as such can not always guarantee this.
Depending on your location, delivery typically takes 2–5 working days.
Shipping Costs
Free shipping on orders over R4000.
Spare parts & Small accessories: flat rate R80
Pumps: flat rate R120
Shipping will be calculated at check-out.
Pickup Locations
Note: Not all stock is available in all locations; please contact us to arrange a pick-up prior to placing your order.
Lacuna HQ, Muizenberg
Atlantic Surf, Table View
High Palms, Langebaan
Kitesurf Hermanus, Hermanus
J-Bay Wind, Jeffreys Bay
Shipping Restrictions
No delivery to PO Boxes or un-serviced rural areas.
Tracking
Tracking information will be provided to the email or phone number used during checkout.
Returns & Exchanges Policy
Eligibility
Requests must be made within 14 days of delivery.
Items must be unused, in their original packaging, and in the same condition received.
Items damaged by use, misuse or customized for the customer are not eligible.
Process
Contact us in writing via WhatsApp or email to explain the reason for your return or exchange.
We will keep you informed via your preferred communication method throughout the process.
Return Shipping
Change-of-mind: Return shipping costs are paid by the customer; shipping costs are non-refundable.
Faulty or defective items: Lacuna Kites covers all return shipping costs within the same shipping zone as the original shipment (e.g., within South Africa for standard domestic orders).
For valuable items, we recommend using a trackable shipping service or insurance, as we cannot guarantee receipt otherwise.
Resolution Options
Exchange: Replacement with the same product if available.
Store Credit: Offered if the same product is unavailable.
Refund: Issued to the original payment method if no replacement or suitable product is available.
Administration Fee: An administration fee of up to 5% may be applied to cover processing costs, depending on payment and shipping methods.
Refunds Policy
Timeframe
Refunds are processed within 7 business days of receiving and inspecting the returned item.
Method
Refunds are issued to the original payment method, minus any associated payment fees and excluding shipping costs for change-of-mind returns.
Partial Refunds
Restocking fees or shipping costs may be deducted if applicable (only for change-of-mind returns).
Damaged or Faulty Items
If a product is defective due to manufacturing or product fault, we will replace it with the same item after inspection.
If the same product is unavailable, a store credit will be offered for an alternate product.
If no replacement is suitable, a refund will be issued to the original payment method.
All return shipping costs for faulty items within the same shipping zone as the original shipment are covered by Lacuna Kites.
Need help?
Contact us at ZA@lacunakites.com or 065 995 1371 for questions related to shipping, returns, exchanges, refunds, or faulty items.
Legal & Compliance Notes
All policies comply with the South African Consumer Protection Act (CPA).
Consumers have the right to inspect goods, request returns/exchanges for faulty products, and receive accurate product information.
Change-of-mind returns are at the consumer’s expense, while faulty or defective goods are returned at Lacuna Kites’ expense within the same shipping zone as the original shipment.