At Fragrance Zone, customer satisfaction is our top priority. We want you to be completely satisfied with your purchase, and we offer a flexible return and refund policy to ensure a seamless shopping experience.
1. Returns Eligibility
You may return an item for a refund or exchange if:
- The product is unused, unopened, and in its original packaging.
- You initiate the return within 14 days of receiving your order.
- The item is damaged or defective upon delivery.
2. Non-Returnable Items
Certain items cannot be returned or refunded due to hygiene and safety reasons. These include:
- Opened or used perfumes
- Gift cards
- Sale or clearance items (unless damaged or defective)
3. Return Process
To return an eligible product:
- Contact our customer service at [your email address] or [phone number] to request a return.
- Provide your order number and a brief description of the reason for the return.
- Once your return is approved, we will provide you with instructions on how to ship the product back to us.
4. Refunds
Once we receive and inspect your returned item, we will notify you via email. If your return is approved, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method used for the purchase. Please note that shipping costs are non-refundable.
5. Exchanges
If you would like to exchange your item for a different product, please follow the return process outlined above. Once your return is approved, you can choose to exchange the item or receive store credit. The new item will be shipped to you after we have received and inspected the original product.
6. Damaged or Defective Items
If your product arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange for a replacement or a full refund, including shipping costs, after verifying the issue.
7. Shipping Costs
For returns that are not the result of our error (e.g., ordering the wrong item), the customer is responsible for return shipping costs. In cases where the product is damaged or defective, Fragrance Zone will cover the shipping costs for the return.
8. Contact Information
If you have any questions or concerns about our Refund and Returns Policy, please contact our support team at info@fragrancezone.co.za or (+27) 78 520 5521.