Refund policy
Returns and Refunds Policy
Thank you for shopping with Perfume SA, also known as Perfume South Africa.
We want customers to shop with confidence. This Returns and Refunds Policy explains when products may be returned, exchanged or refunded.
1. Return period
Customers may request a return or exchange within 14 days of receiving their order, provided that the product qualifies for return under this policy.
To qualify for a return, the item must be:
- Unopened
- Unused
- In its original packaging
- In the same condition in which it was received
- With all seals, labels and protective packaging intact
- Accompanied by proof of purchase
For hygiene, safety and quality reasons, fragrance products cannot be returned once opened, used, sprayed, tested, damaged, or if the outer seal has been broken.
2. Non-returnable items
The following items cannot be returned, refunded or exchanged unless they are defective or incorrectly supplied:
- Opened or used perfumes
- Products with broken seals
- Gift cards or vouchers
- Sale, clearance or final-sale items
- Samples, testers or mini products
- Gifts with purchase
- Products damaged due to misuse, incorrect storage or negligence
3. Damaged, defective or incorrect items
Please inspect your order as soon as it arrives.
If an item is damaged, defective, leaking, missing or incorrect, please contact us within 48 hours of delivery at info@perfumesa.co.za with:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
If the issue is approved, we will arrange a replacement, exchange, store credit or refund, depending on the situation and product availability.
South African consumer law gives customers remedies for defective goods, including repair, replacement or refund in certain cases. The National Consumer Commission explains that defective goods may be returned within 6 months where they fail to meet required standards.
4. Change-of-mind returns
If you change your mind, the product may only be returned if it is unopened, unused and in its original sealed packaging.
Return courier costs for change-of-mind returns may be for the customer’s account unless otherwise confirmed by us in writing.
Original delivery fees are not refundable unless the return is due to our error, a defective product or an incorrect item being supplied.
5. Exchanges
Approved exchanges may be made for another product of the same value, or for a higher-value product if the customer pays the difference.
If the exchange is for a lower-value product, the balance may be refunded or issued as store credit, depending on the circumstances.
6. Refunds
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method where possible. Refunds are normally processed within 5 working days after the returned goods have been received and approved.
Your bank or card provider may take an additional 3 to 5 working days to reflect the refund in your account.
7. Courier collection and return process
To request a return, please contact us at info@perfumesa.co.za or 060 745 5292.
Do not send items back without first contacting us. Returns sent without approval may not be accepted.
If the return is approved, we will provide instructions for the return or courier collection.
8. Supplier and fulfilment note
Some products may be supplied or fulfilled through our South African fragrance supplier or fulfilment partner, Dubai Perfumes SA.
For orders placed through Perfume SA, customers must contact Perfume SA directly for returns, refunds, exchanges and order support.