Refund policy

Returns & Exchanges Policy

At The Arabian Fragrance, we want you to love every fragrance you buy. Because perfumes, attars and bakhoor are personal-care products, we follow strict hygiene guidelines when processing returns.

Please read this policy carefully before making a purchase. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

1. Unopened Items: Change of Mind

You may request a return or exchange within 7 days of receiving your order, provided that the product is:

Unopened and unused, with the original cellophane wrapping or seal intact.
In its original packaging and in the same condition in which it was received.
Accompanied by proof of purchase, such as your order number or invoice.

For hygiene and safety reasons, we cannot accept change-of-mind returns for fragrances, attars or bakhoor that have been opened, unsealed, sprayed, tested or used, unless the product is defective, damaged or incorrect, as described in Section 2.

For eligible change-of-mind returns, you are responsible for the direct cost of returning the item to us. Once we receive and inspect the product, approved refunds will be processed in accordance with Section 5.

2. Defective, Damaged or Incorrect Items

If your order arrives damaged, leaking or faulty, or you receive the wrong product, please contact us within 48 hours of delivery. Include your order number and clear photographs of the product and its packaging to help us assess the issue.

Under the Consumer Protection Act, you may have the right to return defective goods within six months of delivery. Where applicable, you may choose a repair, replacement or refund in accordance with the CPA.

We will cover the reasonable return costs for confirmed defective, damaged or incorrect items, as applicable under the law.

This policy does not cover damage caused by misuse, improper storage or handling after delivery.

3. Inspection and Verification

All returned items are inspected upon arrival. We may verify that the product was purchased from The Arabian Fragrance by checking the order details, packaging, labels and any relevant product or batch codes.

We reserve the right to decline a change-of-mind return if:

The product has been opened, used, unsealed or tampered with.
The product cannot reasonably be verified as having been purchased from The Arabian Fragrance.
The product does not meet the applicable return conditions or is returned outside the permitted period.

These conditions do not override your statutory rights regarding defective, unsafe or incorrectly supplied goods.

Where a return is declined, we will contact you to explain the outcome and arrange the return of the item where appropriate.

4. How to Return an Item

To request a return or exchange:

Visit our Contact Us page at https://thearabianfragrance.co.za/pages/contact.
Provide your order number, the product you wish to return and the reason for your request.
Wait for our confirmation and return instructions before sending the product back. Please do not return items without contacting us first.
Pack the product securely in its original packaging. For eligible returns, we recommend using a courier service that provides tracking.
Once we receive and inspect the item, we will contact you to confirm the outcome of your request.

Please keep your return tracking details until the process is complete.

5. Refunds

Approved refunds will generally be processed to your original payment method within 7–10 business days of approval, depending on your payment provider.

Refunds will be processed within the applicable time limits required by law.

Original delivery fees will be refunded where required by law, including where applicable to defective, damaged or incorrectly supplied items.

For eligible change-of-mind returns, the original delivery fee may not be refundable. The direct cost of returning the item may be deducted from or remain the responsibility of the customer, where permitted by law.

6. Exchanges

If you would prefer a different fragrance, please mention this when contacting us.

Exchanges are subject to product availability and the applicable return conditions. Products must be unopened and unused for change-of-mind exchanges.

If the replacement product costs more, you will be required to pay the difference. If it costs less, the difference will be refunded in accordance with our refund procedures.

Defective, damaged or incorrectly supplied products will be handled in accordance with your rights under the Consumer Protection Act.

7. Gift Sets and Promotional Items

Gift sets must be returned complete and unopened for eligible change-of-mind returns.

Free gifts and samples included with an order cannot be refunded separately. If a promotional item forms part of a returned purchase, we may ask you to return the promotional item as well, where appropriate and permitted by law.