Return And Refund

Return and Refund Policy — Shanty Perfumes

Last Updated: August 2026

This Return and Refund Policy explains how returns, exchanges, and refunds are handled for orders placed on www.shantyperfumes.co.za. This Policy forms part of, and must be read together with, our Terms and Conditions. It is drafted with reference to the Consumer Protection Act 68 of 2008 ("CPA").

1. Overview

1.1 Because our Products are fragrance items, which are sealed and hygiene-sensitive, and because we source each order from our Supplier specifically to fulfil your purchase, we operate a strict 7 (seven) day reporting window for all return, exchange, and refund requests, as set out below.

1.2 This Policy distinguishes between two categories of return:

(a) Change-of-mind returns — where you simply no longer want the Product; and

(b) Defective, damaged, or incorrect Product returns — where something has gone wrong with the Product or Order itself.

Different conditions apply to each, as set out in this Policy.

2. The 7-Day Reporting Window

2.1 All return, refund, or exchange requests — of any kind — must be reported to us within 7 (seven) days of the date your Order is marked as delivered.

2.2 The 7-day period begins from the date the Courier confirms delivery (e.g. the delivery timestamp on the courier's tracking system, or a signed proof-of-delivery, whichever we use to confirm delivery took place), and ends at midnight on the 7th day thereafter.

2.3 To report a return, refund, or exchange request within this window, you must contact us using the details in clause 10, providing at minimum:

(a) your Order number;

(b) your name and delivery address used on the Order;

(d) clear photographs or a short video of the Product (and, where relevant, the outer packaging and courier bag/box), particularly for damaged, defective, or incorrect items.

2.4 Requests submitted after the 7-day window has lapsed will not be accepted, except where we are legally required to accept a later claim under the CPA (for example, certain defective-goods claims — see clause 6).

2.5 We strongly encourage you to inspect your Order as soon as possible after delivery, so that any issue can be identified and reported well within the 7-day window.

3. Change-of-Mind Returns

3.1 If you simply change your mind about a Product, you may request a return within the 24-hour window described in clause 2, subject to all of the following conditions:

(a) the Product is completely unopened, with the original seal, shrink-wrap, or cellophane fully intact;

(b) the Product has not been sprayed, tested, or used in any way;

(c) the Product is returned in its original outer box and packaging, undamaged, with all labels, stickers, and inserts intact;

(d) you have retained and can provide your proof of purchase (Order number or confirmation email); and

(e) the Product is not a final sale, clearance, or promotional item expressly marked as non-returnable at the time of purchase.

3.2 Change-of-mind returns that meet the above conditions will be accepted for either:

(a) a refund to your original payment method (subject to clause 8); or

(b) an exchange for another Product of equal or greater value (with the difference payable by you, where applicable).

3.3 Return delivery costs for change-of-mind returns are payable by you, the Customer, unless we advise otherwise in writing. We recommend using a trackable courier service and retaining proof of dispatch, as we are not responsible for parcels lost in transit back to us.

3.4 If a returned Product does not meet the conditions in clause 3.1 (for example, the seal is broken, or it shows signs of use), we reserve the right to decline the return, and the Product will be sent back to you at your cost.

4. Fragrance and Hygiene Disclaimer

4.1 Perfumes and fragrance Products are personal hygiene items. Once a Product's seal is broken or the Product has been sprayed or used, it cannot be accepted for a change-of-mind return or exchange, in line with standard hygiene practice for cosmetic and fragrance retail.

4.2 This restriction does not affect your rights in respect of a Product that is defective, damaged, expired, or materially different from what you ordered — see clause 6 below.

4.3 We understand fragrance is a personal choice and scent can smell different from person to person. Unfortunately, "it didn't smell the way I expected" on its own, once a Product has been opened or tested, does not qualify for a return under this Policy — please see our Terms and Conditions for our fragrance disclaimer, and feel free to contact us before purchasing if you'd like guidance on notes or similar scent alternatives.

5. Non-Returnable Items

5.1 The following are not eligible for change-of-mind return or exchange under any circumstances:

(a) Products with broken seals, or that have been opened, sprayed, or used;

(b) Products marked as "final sale," "clearance," or "non-returnable" at the time of purchase;

(d) Products returned without proof of purchase; and

(e) Products reported outside the 24-hour window in clause 2.

6. Damaged, Defective, or Incorrect Products

6.1 If your Product arrives damaged, defective, faulty, expired, or different from what you ordered, please report this to us within the 24-hour window in clause 2, with photographic/video evidence as described in clause 2.3.

6.2 Under the CPA, you are entitled to a repair, replacement, or refund, at your choice, at no cost to you, for goods that are defective, unsafe, or do not match their description — this includes reasonable return courier costs, which we will cover or arrange for genuinely defective, damaged, or incorrect items.

6.3 Where a claim relates to a manufacturing defect that could not reasonably have been discovered upon initial inspection (a "latent defect"), we will still consider claims reported after the 24-hour window, strictly in line with your rights under the CPA. All other claims (change of mind, buyer's remorse, or issues that were reasonably visible upon delivery) must be reported within the 24-hour window in clause 2.

6.4 Once reported, we may ask you to return the Product to us for inspection before a repair, replacement, or refund is finalised, unless the evidence provided is sufficient for us to process your request without a physical return.

6.5 If, upon inspection, we determine the Product was not actually defective, damaged, or incorrect (for example, damage caused by misuse after delivery), we reserve the right to decline the claim and return the Product to you at your cost.

7. Incorrect Item Received

7.1 If you receive the wrong Product (a different fragrance, size, or item than what you ordered), report this within the 24-hour window in clause 2 with photos of the item and its label/packaging.

7.2 We will arrange for the correct Product to be sent to you at no additional cost, and arrange collection of the incorrect item, or provide a full refund, at your choice.

8. Refund Process and Timeframes

8.1 Once a return, refund, or exchange request has been approved (and, where required, the returned Product has been received and inspected by us), we will process your refund within a reasonable time.

8.2 Refunds will typically be processed within 7–14 Business Days of approval, and will be paid back to the original payment method used for the Order. We are not able to refund to a different card, account, or payment method.

8.3 Please note that once we have processed a refund, it may take a further few days for the amount to reflect in your account, depending on your bank or payment provider's own processing times — this portion is outside our control.

8.4 Where an exchange is agreed instead of a refund, the replacement Product will be dispatched to you following the same sourcing and courier process as your original Order, and standard delivery timeframes will apply.

8.5 Delivery fees paid on the original Order are non-refundable for change-of-mind returns, unless the return is due to our error, or the Product is defective, damaged, or incorrect.

9. Cancellations Before Dispatch

9.1 If you wish to cancel an Order before it has been dispatched to the Courier, please contact us immediately using the details in clause 10. We will do our best to cancel and refund your Order in full if sourcing/packaging has not yet begun.

9.2 Once an Order has been dispatched, it can no longer be cancelled and must instead follow the return process set out in this Policy once delivered.

10. How to Submit a Return, Refund, or Exchange Request

10.1 To report any return, refund, or exchange request, contact us within 24 hours of delivery via:

Shanty Perfumes

Website: www.shantyperfumes.co.za

Phone/WhatsApp: 066 254 1580

10.2 Please have your Order number, delivery date, and (where applicable) photos/video ready when you contact us, as this will help us process your request as quickly as possible.

10.3 We aim to acknowledge all return/refund requests within 2 Business Days of receiving them.

11. Your Statutory Rights

11.1 Nothing in this Policy limits or excludes any right you have under the CPA or other applicable South African consumer protection legislation, including your rights relating to defective, unsafe, or misrepresented goods.

11.2 Where any provision of this Policy conflicts with a right you hold under the CPA that cannot lawfully be limited, your statutory right will prevail.

12. Changes to This Policy

12.1 We may update this Policy from time to time. The updated Policy will be posted on this page with a revised "Last Updated" date, and will apply to Orders placed after the update. Orders placed before an update will be governed by the Policy in force at the time of purchase.