ESSENCE EMPORIUM FRAGRANCES

REFUND & RETURN POLICY

Effective Date: 6 September 2026

1. RETURNS & REFUNDS

We want our customers to have a straightforward and fair experience when purchasing from us. Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under South African law.

2. STATUTORY CONSUMER RIGHTS

Customers retain all applicable rights and remedies under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable South African law. Where a statutory right applies, that right takes precedence over any conflicting provision of this policy.

For qualifying electronic transactions, the statutory cooling-off provisions of the Electronic Communications and Transactions Act will be honoured. Where section 44 applies, a consumer may cancel the transaction within seven days after receipt of the goods, subject to the Act's requirements and exceptions. The direct cost of returning the goods may be for the consumer's account as provided by the Act.

Where direct marketing or another applicable law gives a customer a separate cancellation, return or refund right, that right will be honoured in accordance with the applicable law.

3. DEFECTIVE, UNSAFE OR NON-CONFORMING GOODS

The Consumer Protection Act provides an implied warranty of quality for qualifying goods. Where goods fail to satisfy the applicable requirements and standards, a consumer may have the right, within six months after delivery, to return the goods without penalty and at the supplier's risk and expense, subject to the Act. Depending on the circumstances and the consumer's election, the applicable remedy may include repair, replacement or a refund.

Nothing in this policy limits or excludes those statutory rights. Where a product is defective, unsafe or otherwise fails to comply with applicable consumer requirements, please contact us promptly so that we can arrange the appropriate next steps.

4. CHANGE-OF-MIND RETURNS

Where a customer requests a voluntary change-of-mind return outside a statutory right, we may accept the return where the product is unopened, unused, in its original condition and suitable for resale, subject to the return terms applicable to the purchase.

A fragrance that has been opened, sprayed, used or materially altered may not qualify for a voluntary change-of-mind return where the law permits such a return to be restricted. This does not affect any statutory remedy that may apply where goods are defective, unsafe, not as described, or otherwise fail to comply with applicable consumer law.

5. INCORRECT, DAMAGED OR DEFECTIVE PRODUCTS

If you receive the wrong product, or a product is damaged or defective, please contact us as soon as reasonably possible with your order number, photographs where available, and a description of the issue. We may request the product to be returned where reasonably necessary to assess the claim.

Where applicable law provides a repair, replacement, refund or other remedy, we will provide the remedy required by law based on the circumstances of the claim.

6. RETURN ASSESSMENT & AUTHORISATION

Please contact us before returning a product so that we can provide the appropriate return instructions and, where applicable, a return reference.

Where reasonably necessary, returned products may be inspected to determine the nature of the reported issue and the appropriate remedy. An inspection does not remove or restrict any statutory consumer right.

7. HOW TO REQUEST A RETURN OR REFUND

Please contact us using the customer-service details below and provide:

• Your order number or purchase reference.
• Your name and contact details.
• A clear description of the reason for the return or refund request.
• Photographs or other supporting information where relevant, particularly for damaged, incorrect or defective goods.

We will review the request and communicate the applicable next steps, including return instructions where a return is required.

8. RETURN SHIPPING COSTS

For a voluntary change-of-mind return, the customer may be responsible for the direct cost of returning the goods where permitted by law and the applicable return terms.

Where goods are incorrect, defective or damaged, responsibility for return costs will be determined in accordance with applicable consumer law and the circumstances of the claim. Where the law places the return cost on the supplier, the supplier will bear that cost.

9. REFUND PROCESS

Where a refund is due, it will normally be processed to the original payment method where reasonably possible. Any statutory refund timeframe applicable to the transaction will be observed.

Refund processing may also depend on the processing time of the relevant payment provider or financial institution after the refund has been initiated.

We will not use this policy to delay or withhold a refund that is required by applicable law.

10. DELIVERY-RELATED REFUND REQUESTS

If an order is delayed, not delivered, arrives damaged, or cannot be fulfilled, please contact us. We will investigate the matter and provide the appropriate remedy in accordance with the circumstances and applicable law.

If goods ordered are unavailable and we cannot fulfil the order, we will inform the customer and process any refund required by law within the applicable statutory period.

11. PAYMENT DISPUTES

Customers are encouraged to contact Essence Emporium Fragrances first so that any order, delivery or refund concern can be investigated and resolved where possible. Customers retain any rights available to them under applicable law and the rules of their payment method.

Where a payment dispute is initiated, we may provide relevant transaction, order, customer-service, fulfilment and delivery records to the applicable payment provider or financial institution as reasonably required to investigate the dispute.

12. PRIVACY

Customer personal information is handled in accordance with our Privacy Policy and applicable South African data-protection requirements, including the Protection of Personal Information Act 4 of 2013 (POPIA).

13. CONTACT US

Essence Emporium Fragrances
Website: essenceemporiumfragrances.co.za
Email: essenceemporiumcpt@gmail.com
Telephone / WhatsApp: 068 097 7266
Business Address: 6 Corfu Road, Wetton, Cape Town, Western Cape, 7780

Essence Emporium Fragrances operates as an online business. This address is not a walk-in retail store or customer collection facility. Please contact us in advance regarding returns, refunds or customer-service enquiries.

When contacting us about a return or refund, please include your order number and a clear description of the issue.

14. POLICY UPDATES

We may update this policy from time to time to reflect changes to our services, website or applicable law. The version published on our website will be the current version applicable to future purchases.