Returns & Refunds Policy

Last Updated: 20‑Feb‑2023

At Fragrance Studio (PTY) LTD, we are committed to providing high‑quality fragrances and cosmetic products. Due to the nature of our products, returns and refunds are handled with strict hygiene and safety standards to protect both customers and our brand.

This Returns & Refunds Policy explains when returns, exchanges, and refunds may be accepted.

 

1. Non‑Returnable Products

For health, hygiene, and authenticity reasons, the following items cannot be returned or refunded:

  • Opened, used, or partially used products

  • Products with broken seals or damaged packaging

  • Items damaged due to customer handling

  • Products without original packaging

  • Any fragrance or cosmetic item that has been sprayed, tested, or tampered with

Once a product has been opened, we cannot accept it back under any circumstances.

 

2. Return Eligibility (Unopened Products Only)

We may accept returns only if the product is:

  • Completely unused

  • Still sealed in its original packaging

  • In perfect, resellable condition

  • Returned within 7 days of delivery

  • Accompanied by proof of purchase

All returns are subject to inspection before approval.

 

3. Incorrect or Damaged Items

If you receive:

  • The wrong item,

  • A damaged item, or

  • An item with manufacturing defects,

please notify us within 48 hours of delivery.

To process the claim, you must provide:

  • Your order number

  • Photos of the item and packaging

  • A description of the issue

If verified, we will offer one of the following:

  • A replacement item

  • A store credit

  • A refund (only when a replacement is not possible)

 

4. Refunds

Refunds are only considered in the following situations:

  • Duplicate payments

  • System or processing errors

  • Incorrect items delivered (and returned sealed)

  • Damaged items verified upon delivery

  • Failed delivery due to our error

Refunds are not issued for:

  • Buyer’s remorse

  • Change of preference

  • Opened or used products

  • Courier delays outside our control

Approved refunds are processed within 7–10 business days.

 

5. Exchanges

Exchanges may be approved only when:

  • The product is sealed and unused

  • The request is made within 7 days

  • The product is in perfect condition

Exchanges are not available for:

  • Opened or used items

  • Fragrances with personal scent preference issues

  • Promotional or discounted items

 

6. Return Shipping

If a return is approved:

  • Customers may be responsible for return courier fees

  • Items must be packaged securely to avoid damage

  • Products damaged during return transit may be rejected

 

7. Order Cancellation

Orders may be cancelled only if they have not yet been processed or shipped.

Once an order is dispatched, it cannot be cancelled.

 

8. Authenticity Guarantee

Fragrance Studio (PTY) LTD guarantees that all products sold are 100% authentic. We do not accept returns based on claims of personal scent preference or perceived differences in fragrance strength.

 

9. Contact Information

To request a return, refund, or exchange, contact us at:

Fragrance Studio (PTY) LTD Johannesburg, Gauteng, 2001, South Africa Email: info@fragrancestudio.co.za

All requests must include your order number and supporting details.