Refund policy

 

Last updated: 12 November 2026

At Perfume Box SA, we want you to be happy with your purchase. If something isn't right with your order, we're here to help.

This policy applies to purchases made through the Perfume Box SA website and is subject to applicable South African consumer protection laws.

 

1. Order Cancellations

 

If you wish to cancel or amend your order, please contact us as soon as possible at hello@perfumebox.co.za.

We will do our best to accommodate cancellation requests received before an order has been processed or dispatched. Once an order has been dispatched, it may no longer be possible to cancel or amend it.

This does not affect any cancellation rights you may have under applicable consumer protection laws.

 

2. Cooling-Off Period for Online Purchases

 

Under the Electronic Communications and Transactions Act (ECTA), you may have the right to cancel a qualifying online purchase within seven days of receiving your goods, without giving a reason.

Where this right applies:

  • You must notify us of your intention to cancel within the applicable seven-day period.
  • You must return the goods to us.
  • You may be responsible for the direct cost of returning the goods.
  • Any refund due will be processed within the legally required timeframe.

Certain goods may be excluded from this cooling-off right under the law, including goods that, by reason of their nature, cannot be returned. Any applicable exclusions will be assessed in accordance with the legislation.

 

3. Change-of-Mind Returns

 

If you change your mind about a purchase outside the applicable statutory cooling-off period, returns or exchanges are not automatically accepted.

Any additional return or exchange arrangement offered by Perfume Box SA will be assessed on a case-by-case basis.

For hygiene and product integrity reasons, fragrance and beauty products that have been opened, used or had their seals removed may not qualify for discretionary change-of-mind returns. This does not affect your rights if a product is defective, unsafe or otherwise does not comply with applicable consumer protection laws.


4. Damaged, Defective or Incorrect Items

 

Please inspect your order as soon as it arrives.

If you receive a damaged, defective or incorrect item, contact us at hello@perfumebox.co.za as soon as possible and include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging, where applicable.

Under the Consumer Protection Act, qualifying goods that are defective, unsafe or fail to meet the required quality standards may be returned within six months of delivery, at the supplier's risk and expense.

Depending on the circumstances and your statutory rights, you may be entitled to have the product repaired or replaced, or to receive a refund.

We will assess the issue and guide you through the next steps.

 

5. Return Conditions and Process

 

Please contact us before sending any item back.

If your return is approved, we will provide instructions on how and where to return the product.

Where applicable, items should be returned with their original packaging and all included accessories. Please ensure that products are packaged securely to prevent damage during transit.

Do not send items back without first contacting our team, as we need to provide the correct return instructions.

Return costs will be handled in accordance with the reason for the return and the applicable consumer protection laws.

 

6. Exchanges

 

If you would like to exchange an item, please contact us at hello@perfumebox.co.za before returning it.

Exchanges are subject to product availability and approval. Where an exchange is not possible, we will discuss the available options with you.

Your statutory rights relating to defective, damaged or incorrect goods remain unaffected.

 

7. Refunds

 

Once we receive and assess an approved return, we will notify you of the outcome.

Where a refund is approved, it will generally be processed using the original payment method, unless another arrangement is agreed upon or required by law.

Refund processing times may vary depending on your bank or payment provider.

Where applicable, refunds will be issued within the timeframes required by South African consumer protection legislation.

 

8. Your Consumer Rights

 

Nothing in this policy is intended to limit or exclude your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.

This includes your rights relating to defective or unsafe goods, qualifying online purchase cancellations, incorrect orders and goods that do not meet the required standards.

 

9. Contact Us

 

For assistance with cancellations, returns, exchanges, refunds or damaged and incorrect items, please contact us:

Email: hello@perfumebox.co.za
Telephone: 011 608 3633

Company: Innovative Cosmetic Solutions (Pty) Ltd, trading as Perfume Box SA
Address: 23, Longmeadow Business Estate, Nguni Drive, Modderfontein, 1601, South Africa

We're happy to help!