Refunds & Returns
We want purchases to arrive correctly and in good condition. This policy explains how to request a return, replacement or refund.
1. Change-of-mind returns
Where a statutory cooling-off right applies, or where we voluntarily approve a return, contact us within 7 days after receiving the goods. Products must be unused, unopened, in original sealed packaging and suitable for resale.
Opened fragrance products are ordinarily not accepted for change of mind because they are personal-use goods and may be affected by opening, testing, contamination or storage, except where a non-excludable legal right applies.
2. Defective, damaged or incorrect goods
Contact us promptly if an item arrives damaged, leaks, is materially defective, appears unsafe or is not the item ordered. Include your order number, photographs of the product, packaging and courier label.
3. Return process
- Email hello@perfumeemporium.co.za with your order number and reason.
- Wait for return instructions.
- Pack the item securely with all original packaging and gifts.
- Use a trackable courier where you are responsible for return transport.
4. Costs and refunds
For approved change-of-mind returns, the customer is generally responsible for return delivery costs. Where goods are confirmed defective, damaged before delivery or incorrectly supplied, we will provide an appropriate remedy and handle reasonable costs as required by law.
Approved refunds are made to the original payment method where reasonably possible. Payment-provider processing times may apply.
5. Exclusions
We may refuse a voluntary return where a product has been used, opened, altered, damaged after delivery, stored incorrectly, returned incomplete or cannot be verified as supplied by us. This does not remove statutory rights relating to defective, unsafe or incorrectly supplied goods.