Refund policy

Return & Refund Policy

Last updated: 11 August 2026

At Fragrance Palace, we want you to be happy with your purchase. Because our products are personal fragrance products, we have specific rules around returns and refunds to protect both our customers and the integrity of our products.

1. Change of Mind

For hygiene and safety reasons, we do not accept returns or exchanges on perfumes that have been opened, sprayed, used or tested.

If you have simply changed your mind about a fragrance after receiving it, we cannot accept the return once the product has been opened or used.

For an unopened and unused product, please contact us within 7 days of receiving your order to request a return.

The product must:

Be completely unused and unopened.

Remain in its original packaging.

Have all labels, seals and packaging intact.

Be in a condition suitable for resale.

Return shipping costs for change-of-mind returns are the customer's responsibility.

2. Damaged Products

If your perfume arrives damaged, leaking or broken, please contact us within 48 hours of delivery.

Please provide:

Your order number.

Clear photographs of the product.

Photographs of the packaging.

A short description of the damage.

We will assess the issue and, where the damage is confirmed to have occurred before or during delivery, we will offer an appropriate remedy, which may include a replacement, repair where applicable, or refund.

Please keep the original packaging until your claim has been resolved.

3. Incorrect Products

If you receive a product that is different from what you ordered, contact us within 7 days of delivery.

Once verified, Fragrance Palace will arrange the appropriate return and replacement at our cost.

4. Defective Products

If you believe your perfume has a genuine manufacturing defect, please contact us as soon as possible with your order number and supporting photographs or videos.

We will investigate the issue and, where the product is confirmed to be defective, provide an appropriate remedy.

Please note: differences in how a fragrance smells on different people, personal preference, or not liking the scent do not automatically constitute a product defect.

5. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, the refund will be processed using the original payment method, where possible.

Refund processing times may depend on your payment provider or bank.

Original shipping fees are generally non-refundable for change-of-mind returns.

6. Promotional Products and Discounts

Products purchased as part of a promotion, bundle or discount remain subject to this policy.

Where only part of a promotional bundle is returned, the refund will be calculated based on the applicable promotional pricing rather than the individual item's standard price.

7. Exchanges

We do not offer exchanges simply because a customer prefers another fragrance after opening or using the original product.

If an item is incorrect, damaged or defective, we may arrange a replacement after assessing the claim.

8. How to Request a Return or Refund

Please contact Fragrance Palace through our official customer service channel with:

Order number:

Full name:

Reason for return/refund:

Photographs/videos where applicable:

Do not send products back without receiving return instructions from Fragrance Palace first.

9. Important Notice

Nothing in this policy is intended to remove or limit any rights you may have under applicable South African consumer protection law. Where applicable law provides a customer with a right that differs from this policy, the applicable law will take precedence.

Fragrance Palace reserves the right to refuse returns that do not meet the requirements of this policy, subject to applicable consumer law.

FRAGRANCE PALACE

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