Returns & Refunds Policy

1. Your consumer rights

As a customer of Nolé Fragrances, you are protected by South African consumer law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Nothing in this policy limits your statutory rights.

This policy should be read together with our Shipping Policy, Terms and Privacy Policy.

2. Change of mind

Under the ECT Act, you may have the right to cancel a purchase without reason within a cooling-off period, subject to certain conditions. Where this right applies, you must notify us in writing within the period allowed by law, and the item must be returned in its original, unused condition with all packaging intact.

NOTE: Cooling-off period [72hrs] and any return shipping costs to be borne by the customer for change-of-mind returns.

For hygiene and safety reasons, opened or used fragrance products may not be returnable for change of mind.

3. Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, please contact us within 12HRS of receiving it. We will arrange a replacement or refund in line with your statutory rights.

Please retain the original packaging and, where possible, provide photos of the item and packaging to help us assess the issue.

4. Order cancellation

You may request cancellation of an order before it has been dispatched. Please contact us as soon as possible. If the order has already been dispatched, our returns process will apply instead.

Once an order has been dispatched, it cannot usually be cancelled, but you may still exercise any applicable right of return.

5. Refunds

Where a refund is approved, it will be processed to the original payment method used for the purchase. Refunds may take a reasonable period to reflect, depending on your payment provider.

Original delivery fees may not be refundable unless the item was faulty or the order was incorrect, in line with applicable consumer law.

6. How to start a return

1. Contact us via the Contact page or email info@nolefragrancies.co.za.
2. Select the "Order & delivery" enquiry category so your message reaches the right team.
3. Include your order number, the reason for the return, and any photos if the item is damaged or incorrect.
4. We will respond with next steps, including where to send the item and any applicable fees.
5. Once the returned item is received and inspected, we will confirm whether a replacement or refund is approved.

7. Exclusions

Returns may not be accepted where:

• The item has been opened or used (except where the item is faulty or not as described).
• Packaging, seals or labels have been removed or tampered with (except where the item is faulty or not as described).
• The return request is made outside any applicable notification window.
• The item was purchased as part of a final-sale, bulk, wholesale or reseller arrangement, unless otherwise agreed in writing or required by law.

These exclusions do not limit your rights where an item is faulty, not as described, or otherwise in breach of consumer law.

8. Contact us

For any return or refund query, please contact us or email info@nolefragrancies.co.za. You can also reach us on WhatsApp using the floating button on this page.

This Returns & Refunds Policy is a working draft and must be reviewed and approved before the website goes live. See also our Shipping Policy, Privacy Policy and Terms.