Refund policy

Last Updated: May 16, 2026

1. Our Commitment to Customers

At Fragrance Fusion, customer satisfaction is important to us. We aim to provide a smooth and reliable shopping experience for all fragrance lovers across South Africa.

If you are not fully satisfied with your purchase, eligible items may be returned or exchanged according to the policy below.

2. Return Eligibility

To qualify for a return or exchange, the following conditions must be met:

The item must be unused, unopened, and in original condition
All original packaging, seals, and accessories must be included
The return request must be made within 7 days of receiving your order
Proof of purchase or order confirmation is required

We reserve the right to reject returns that do not meet these conditions.

3. Non-Returnable Items

For hygiene and product safety reasons, the following items cannot be returned or refunded unless faulty or incorrect:

Opened or used fragrances
Products with broken seals
Gift cards
Sale or clearance items
Samples
Complimentary/free gifts

4. How to Request a Return

To request a return, please contact us with:

Your order number
Full name used for the order
Reason for return
Photos of the product if damaged or incorrect

Contact Details

Email: fragrancefusionsa@gmail.com
WhatsApp: 076 136 3125
Mobile: 072 367 8744

Once your request is reviewed and approved, we will provide return instructions.

5. Return Shipping

If the Return Is Due to Our Error

If you received:

A defective item
A damaged product
The wrong item

we will arrange or cover the return shipping costs where applicable.

Change of Mind Returns

If you no longer want the product or ordered incorrectly:

Return shipping costs will be your responsibility
Original delivery fees are non-refundable

We strongly recommend using a trackable courier service when returning products, as we are not responsible for items lost during return transit.

6. Refund Process

Once we receive and inspect the returned item, we will notify you regarding approval or rejection of your refund.

Refund Timeframes

Inspection may take approximately 3–5 business days
Approved refunds are generally processed within 5–10 business days

Refunds will be issued to the original payment method used at checkout.

Depending on your bank or payment provider, additional processing time may apply before the funds appear in your account.

7. Exchanges

Customers may request an exchange for:

Another fragrance
A product of equal or different value
Store credit or gift card (where applicable)

If exchanging for a lower-priced item, the remaining balance may be issued as store credit.

All exchanges are subject to product availability.

8. Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

Please include:

Your order number
Clear photos of the issue
A brief explanation

After review, we may offer:

A replacement item
Store credit
A full refund, including shipping where applicable

9. Order Cancellations

Orders may only be cancelled before they are processed or shipped.

Once an order has been dispatched, the standard return process will apply.

To request a cancellation, contact us immediately via WhatsApp or email.

Pre-Order Policy

10. Pre-Orders

Fragrance Fusion may offer pre-orders for selected fragrance releases or limited-stock products.

A pre-order allows customers to reserve stock before the item officially becomes available.

Processing & Delivery

Pre-order items are dispatched once stock is received from suppliers
Estimated arrival time is generally 2–3 weeks after launch or confirmation
Delivery timelines may vary due to supplier or courier delays

Customers will receive tracking details once the order has been shipped.

11. Split Shipments

If your order contains both:

In-stock items, and
Pre-order items

we may dispatch available products separately to avoid unnecessary delays.

12. Pre-Order Cancellations & Refunds

Pre-orders are reserved specifically for confirmed customers.

For this reason:

Pre-orders may not be cancelled once confirmed
Refunds may not be available after stock allocation begins
Changes to confirmed pre-orders may not be possible

By placing a pre-order, you agree to these conditions.

13. Promotions & Pricing

From time to time, Fragrance Fusion may offer:

Promotional pricing
Flash sales
Discount campaigns

These offers:

Apply only during the active promotional period
Cannot be applied to previous orders
May vary between releases or stock batches

14. South African Consumer Rights

This policy is intended to comply with the South African Consumer Protection Act (CPA).

Nothing in this policy limits any legal rights available to customers under applicable consumer protection laws.

Customers may still be entitled to repairs, replacements, or refunds where required by law.

15. Policy Updates

We reserve the right to update or modify this Return & Refund Policy at any time.

Any updates will be published on this page together with the revised “Last Updated” date.

16. Contact Information

For all return, refund, exchange, or pre-order questions, please contact:

Fragrance Fusion
7th Avenue, Mayfair, Johannesburg, GP, 2108, ZA