Refund policy

At Arabia Scents SA, we want our customers to shop with confidence. This Refund & Returns Policy explains how returns, exchanges, damaged or defective products, cancellations and refunds are handled.

Nothing in this policy is intended to limit or exclude any rights available to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. CONTACTING US ABOUT A RETURN

Before returning any product, please contact Arabia Scents SA so that we can assess your request and provide return instructions.

Please provide:

• your full name;
• your order number;
• the product concerned;
• the reason for the return; and
• photographs or video where the product is damaged, defective, leaking, incorrect or otherwise affected.

Email: info@arabiascentssa.co.za
Telephone/WhatsApp: 083 275 7686

Please do not send a product back without first contacting us and receiving return instructions.

2. CHANGE-OF-MIND RETURNS

Where permitted by applicable law, we may accept an eligible change-of-mind return provided that the product:

• is unused;
• has not been sprayed, tested or otherwise used;
• remains in its original condition;
• has its original packaging;
• has not been opened or unsealed where a seal was supplied;
• is complete with all accessories, inserts and promotional items supplied with it; and
• is suitable for resale as a new product.

Customers should contact us as soon as possible after receiving the order if they wish to request a change-of-mind return.

Any statutory cooling-off rights that apply to an electronic transaction remain unaffected by this policy.

3. PERFUMES AND OPENED PRODUCTS

Perfume and fragrance products are personal-use goods and can be affected by opening, spraying, contamination, tampering and storage conditions.

Subject to applicable consumer law, we generally cannot accept a change-of-mind return for a fragrance that has been opened, unsealed, sprayed, tested or used and can no longer reasonably be resold as a new product.

This restriction does not remove your rights where a product is genuinely defective, damaged, incorrectly supplied, unsafe or otherwise does not comply with applicable consumer-protection legislation.

4. NOT LIKING A FRAGRANCE

Fragrance is subjective and may smell different from person to person.

Factors including skin chemistry, climate, application, storage and individual perception can influence how a fragrance smells and performs.

A customer simply not liking a fragrance, finding it too strong or weak, or deciding that the fragrance does not suit their personal taste does not necessarily mean that the product is defective.

We therefore strongly recommend researching fragrance notes and characteristics before purchasing.

Where a fragrance has been opened or used and there is no defect or other legal basis for return, we may be unable to accept the return.

5. DAMAGED PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, broken, leaking or otherwise materially affected during delivery, contact us as soon as reasonably possible at:

info@arabiascentssa.co.za
083 275 7686

Please retain:

• the product;
• the product box;
• the courier packaging;
• the shipping label; and
• any other packaging received with the order.

We may request clear photographs or video of these items to assist us in investigating the claim.

Do not discard damaged goods or packaging until we have advised you that they are no longer required.

6. INCORRECT PRODUCTS

If Arabia Scents SA sends you a product that is different from the product you ordered, please contact us as soon as reasonably possible.

We will investigate the matter and, where the incorrect product was supplied by us, arrange an appropriate remedy in accordance with applicable law.

Please keep the incorrectly supplied product unused and in its original condition where reasonably possible.

7. DEFECTIVE PRODUCTS

If you believe that a product is defective, please contact us with your order number and a description of the problem.

Where reasonably necessary, we may request photographs, video or the return of the product so that the alleged defect can be assessed.

Products found to be defective will be dealt with in accordance with applicable South African consumer-protection legislation.

Nothing in this policy limits any warranty or remedy to which a customer is legally entitled.

8. AUTHENTICITY CONCERNS

Arabia Scents SA is committed to supplying authentic products and does not knowingly sell counterfeit fragrances.

Packaging, labels, batch presentation, bottle details and other cosmetic characteristics can sometimes change as manufacturers update products or packaging.

Minor packaging differences do not by themselves establish that a product is counterfeit.

If you have a genuine concern regarding the authenticity of a product purchased from Arabia Scents SA, please contact us with your order number and details of your concern so that we can investigate it.

9. PRODUCTS THAT MAY NOT QUALIFY FOR A CHANGE-OF-MIND RETURN

Subject always to applicable consumer law, change-of-mind returns may be declined for:

• opened or unsealed perfumes;
• products that have been sprayed, tested or used;
• products damaged after delivery by the customer;
• products not returned in their original condition;
• products missing original packaging or components;
• products showing evidence of misuse, improper storage or tampering; and
• products that cannot reasonably be resold for hygiene, safety or other legitimate reasons.

These exclusions do not override statutory rights relating to defective, unsafe, damaged or incorrectly supplied goods.

10. SALE AND PROMOTIONAL ITEMS

Sale, promotional and discounted products remain subject to applicable South African consumer law.

A discounted price does not remove a customer's statutory rights where a product is defective or otherwise fails to comply with applicable legal requirements.

Change-of-mind returns on promotional items may be subject to the conditions of the applicable promotion, where legally permitted.

11. RETURN SHIPPING COSTS

Where a return results from an error by Arabia Scents SA, or a product qualifies for a remedy because it is defective, damaged or incorrectly supplied, return shipping will be handled in accordance with applicable law.

For an eligible change-of-mind return that is not caused by an error or defect attributable to Arabia Scents SA, the customer may be responsible for applicable return-delivery costs where permitted by law.

We recommend following the return instructions provided by Arabia Scents SA before arranging your own courier.

12. RETURN CONDITION

Customers are responsible for taking reasonable care of products while they are in their possession.

Where a product is being returned, it should be appropriately packaged to prevent damage during transportation.

Where legally permitted, Arabia Scents SA may decline a change-of-mind return or account for loss in value where the product has been unnecessarily used, damaged or altered by the customer.

13. REFUNDS

Once a returned product has been received and assessed, we will advise you of the outcome.

Where a refund is approved, it will be processed using an appropriate available method.

Where reasonably possible and appropriate, refunds may be processed back through the original payment method.

Processing times after a refund has been issued can vary depending on the bank or payment provider involved.

Arabia Scents SA cannot control processing delays occurring within a customer's bank or third-party payment provider after a refund has been successfully submitted.

14. ORIGINAL DELIVERY CHARGES

Whether original delivery charges are refundable will depend on the reason for the return and the customer's rights under applicable law.

Where an entire order is validly cancelled or returned under a statutory right that requires reimbursement of applicable delivery charges, those charges will be handled accordingly.

For voluntary change-of-mind returns outside a statutory entitlement, original delivery charges may not be refundable where permitted by law.

15. EXCHANGES

Where an exchange is approved, it is subject to product availability.

If the replacement product costs more than the original product, the customer may be required to pay the difference.

If an appropriate replacement cannot be supplied, another remedy may be offered in accordance with applicable law and the circumstances of the return.

16. ORDER CANCELLATIONS BEFORE DISPATCH

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will attempt to accommodate the cancellation.

Once an order has been dispatched, it may need to be handled as a return rather than a pre-dispatch cancellation.

Statutory cancellation rights remain unaffected.

17. REFUSED AND UNDELIVERABLE PARCELS

Customers are responsible for providing accurate and complete delivery information and for being reasonably available to receive their order.

If a parcel is returned to Arabia Scents SA because of an incorrect address supplied by the customer, repeated unsuccessful delivery attempts, refusal of delivery without a valid legal basis or failure to collect the parcel, additional delivery charges may apply before the parcel is resent, where permitted by law.

Any refund relating to an undeliverable or refused parcel will be assessed according to the circumstances and applicable law.

18. GIFTS AND BUNDLES

Where a product was supplied as part of a bundle, promotion or gift-with-purchase offer, the complete promotional combination may need to be returned where reasonably required for a voluntary change-of-mind return.

If a promotional gift is not returned, its value may be taken into consideration where legally permitted.

This does not limit remedies for defective or incorrectly supplied products.

19. CONSUMER RIGHTS

This policy must be interpreted consistently with applicable South African law.

Nothing in this policy is intended to waive, restrict or exclude rights or remedies that a consumer is legally entitled to and that cannot lawfully be waived or excluded.

Where there is a conflict between this policy and a mandatory provision of applicable South African consumer law, the applicable law will prevail.

20. CONTACT INFORMATION

For returns, refunds, damaged products, incorrect orders or other enquiries regarding this policy, contact:

ARABIA SCENTS SA
Trading as Arabia Scents SA

Company registration number: 2026/409830/07
Country of domicile: Republic of South Africa
Website: www.arabiascentssa.co.za
Email: info@arabiascentssa.co.za
Telephone/WhatsApp: 083 275 7686