Returns & Exchange Policy
Fragrance Warehouse Return Policy - South Africa
Your Satisfaction, Our Commitment
At Fragrance Warehouse, we take pride in providing you with top-quality products. However, we understand that sometimes things may not go as planned. Rest assured, we're here to assist you with our comprehensive return policy. Please take a moment to familiarize yourself with the following guidelines for returns, exchanges, and damaged parcels.
1. Returns Due to Product Issues
If you receive a damaged or faulty product, we've got you covered. Our rigorous quality checks ensure that every product is in perfect condition before shipping. In the rare event of an issue, please follow these steps:
-Return the product within 7 days of receipt.
-Include a detailed explanation of why you were unsatisfied with the product.
-Ensure the product is in its original packaging.
-Once we receive and verify the damaged product, we will promptly replace it, and you can expect it to be shipped within 5 working days.
Please Note: We reserve the right to accept or deny returns for unwanted items. We will consider returns only for goods that are unopened and in their original, undamaged condition with all tags and packaging intact. Return shipping costs are your responsibility, unless we sent you the incorrect product.
2. Returns for Exchanges or Refunds
Under the South African Consumer Act, you have the right to return a product that is in the same condition as when you received it, unopened, and in its sealed packaging. Here's how it works:
-Return the product within 7 days.
-Include a copy of your order with the returned product.
-Ensure the product is in its original packaging.
To ensure the eligibility of the returned product for either an exchange or refund, we will conduct a thorough inspection. It's important to be aware that the return shipping costs are the responsibility of the customer. In the case of a refund, please note that it will be issued within a processing period of 7-21 working days, with the refund amount excluding both courier delivery charges and a 5% handling fee.
In the event that you return an opened perfume box with the bottle still sealed, and it successfully passes our rigorous quality checks, It's important to be aware that the return shipping costs are the responsibility of the customer. please note that any applicable courier fees will be deducted from the original purchase price to facilitate a refund. It is important to emphasize that once the seal of the fragrance has been broken, the return of the product is not permissible. Moreover, for sealed returns, a 5% handling fee will be imposed.
If you wish to proceed with an exchange for an alternative item, kindly be informed that you will be responsible for covering all costs associated with the return and exchange shipping process. We would like to draw your attention to the fact that our return and exchange policy remains effective for a period of 7 days from the date of delivery.
3. Damaged Parcels on Arrival
Should you receive a damaged parcel at the time of delivery, please follow these steps:
-Do not accept the parcel from the courier or delivery personnel.
-Notify us within 24 hours of the damages.
-Document the damage with photo evidence.
-We will promptly assist you in resolving the issue and ensuring a replacement or refund if necessary.
Should you find that your order or any part of your order arrives damaged, please reach out to us without delay via email. This allows us to promptly inform the carrier and initiate the necessary steps to file a damage claim. We kindly request that you retain all packaging materials for a period of five business days after notifying us. This will enable us to arrange for a replacement to be sent to you promptly. Your satisfaction is our priority, and we are here to ensure a smooth resolution in the unlikely event of any damage during transit.
4. Changing Your Order and Cancellations
To enhance our customers' shopping experience, our automated system ensures that orders, once placed, cannot be canceled. In the event that you want to modify your order reach out to us immediately.
5. Incorrect Delivery Address
In the event that a parcel is returned to us due to delivery issues or an incorrect address, a supplementary delivery fee will apply when we resend it. Always ensure your delivery address is accurate when placing your order, and contact us immediately if you discover an error in the address.
Your satisfaction is our priority, and we are committed to providing you with the best possible shopping experience at Fragrance Warehouse. If you have any questions or require assistance with your return, please don't hesitate to contact our customer support team.