Return and Refund Policy

Effective date: 16 September 2026

At Fresh Fragrance Collection SA, we take care to provide quality oil-based fragrances and pack every order securely. Because fragrance products are personal and hygiene-sensitive, this policy explains how we handle returns, replacements and refunds.

1. Returns eligibility

We accept return requests where an item is:

• Damaged, leaking or broken on arrival

• Incorrectly supplied

• Defective or does not meet the required quality standard

To help us investigate delivery-related issues quickly, please contact us within 48 hours of receiving a damaged, leaking or incorrect item.

This reporting period does not limit any rights you may have under applicable consumer protection law.

2. Items that cannot be returned for change of mind

Subject to applicable law, we cannot accept returns for:

• Opened or used fragrance bottles where the return is based on a change of mind

• Products that have been tampered with or altered

• Personal scent preference after use

• Products returned without prior approval

3. How to request help

Please email info@freshfragrancecollection.co.za with:

• Your order number

• Clear photos of the product and outer packaging

• A short description of the issue

Our team will review the request and provide the next steps. Please do not send an item back before we confirm the return process.

4. Approved returns and refunds

Where a return is approved, the outcome will be handled according to the circumstances and your rights under applicable law. This may include a replacement, repair or refund.

If the issue was caused by our error or a verified product defect, we will provide instructions for the return at no additional cost to you.

Approved refunds are processed to the original payment method where possible. Processing times may vary depending on your bank or payment provider.

5. Order cancellations

Please contact us as soon as possible if you need to cancel an order. We will try to assist where the order has not yet been processed or dispatched.

Once an order has been dispatched, cancellation and return requests are handled in line with this policy and applicable law.

6. Contact us

Fresh Fragrance Collection SA
Email: info@freshfragrancecollection.co.za
Phone: 061 369 9795 or 076 136 99795
Address: 96 Helen Joseph St, Johannesburg

Nothing in this policy limits rights that cannot be excluded under applicable South African consumer protection law.