At FS Fragrance, we take care to ensure that every order is prepared, checked and packaged correctly before dispatch.
Change-of-Mind Returns
Fragrance is a personal product. FS Fragrance does not accept returns or exchanges simply because a customer:
- No longer wants the product
- Selected the incorrect fragrance
- Does not personally enjoy the scent
- Expected the fragrance to smell different
- Changed their mind after placing the order
Opened, unsealed, sprayed, tested or used fragrances cannot be returned or exchanged for change-of-mind reasons.
Where a customer has a return or cooling-off right under applicable South African law, the request must be submitted within the legally prescribed period. The products must remain completely unopened, unused, undamaged and in their original sealed packaging.
The customer will be responsible for the direct cost of returning products where the return is based on a lawful cooling-off right rather than an error by FS Fragrance.
Fragrance Preference
Fragrance preference is subjective, and scents may smell or perform differently from one person to another.
Disliking a fragrance, changing your mind about your selection or experiencing the fragrance differently does not mean that the product is defective.
Customers are encouraged to read the fragrance description and notes carefully before placing an order.
Distributor Packs
Distributor packs include testers so that the fragrances can be demonstrated without opening the full-sized products intended for resale.
Individual fragrances from a distributor pack cannot be exchanged or returned because the distributor or their customer does not like the scent.
A distributor pack must be returned as a complete pack where a return is permitted by applicable law. All fragrances, testers and packaging must be unopened, unused, undamaged and complete.
Partial returns of distributor packs will not be accepted.
Any commission, referral income, reward or distributor benefit linked to an order that is cancelled or refunded may be reversed.
Damaged, Leaking, Defective or Incorrect Products
Please inspect your order immediately after receiving it.
Contact FS Fragrance if:
- A fragrance arrived damaged or leaking
- You received the incorrect product
- An item is missing from your order
- A product appears to be defective
Please report visible damage, leakage, missing items or incorrect products within 48 hours of delivery. Include your order number and clear photographs or videos of:
- The affected product
- The internal packaging
- The outside of the parcel
- The delivery label
The 48-hour reporting period helps us investigate courier damage and packing errors. It does not remove any rights that a customer may have regarding defective goods under applicable South African consumer law.
Once the matter has been assessed and confirmed, FS Fragrance may arrange a replacement, exchange or refund, as applicable.
Where FS Fragrance supplied an incorrect or confirmed defective product, FS Fragrance will cover the reasonable return cost.
Damage Caused After Delivery
FS Fragrance will not be responsible for damage caused by:
- Incorrect storage
- Exposure to excessive heat or direct sunlight
- Mishandling or dropping the bottle
- Alteration of the product or packaging
- Normal wear and tear
- Use contrary to the product instructions
Order Cancellations
Please contact us as soon as possible if you need to cancel an order.
An order may be cancelled before it has been prepared, packed or dispatched.
Once an order has been prepared, packed or dispatched, cancellation may no longer be possible and the applicable return process will apply.
Return Authorisation
Do not return a product before contacting FS Fragrance and receiving return instructions.
Unauthorised returns may not be accepted.
Returned products must be packaged securely. FS Fragrance is not responsible for damage caused by inadequate return packaging.
Refunds
Approved refunds will be processed after the returned products have been received and inspected.
Refunds will be made using the original payment method, where possible. The time taken for the funds to reflect will depend on the customer’s bank or payment provider.
Alternative courier or door-to-door delivery fees are not refundable unless the return resulted from an error by FS Fragrance or a confirmed defective product.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace any rights available to a customer under applicable South African law.
South African online transactions may carry a seven-day cooling-off right in qualifying circumstances, while certain goods may be excluded based on their nature or personalisation. Defective goods also carry separate statutory protections.
Contact Us
For assistance with a damaged, defective, missing or incorrect order, please contact FS Fragrance and provide your order number together with the relevant photographs or videos.