EDEN PERFUMES RETURN(S) & EXCHANGES POLICY
Eden Perfumes strives to provide its clients with only the best products and services; thus, appropriate measures have been put in place to ensure that staff as well as suppliers are fully aware of the return and exchange policy of Eden Perfumes.
Kindly take notice that a customer till slip functions as their guarantee. Accordingly, take further notice that goods will be refunded or exchanged, only in accordance with the relevant provisions of the Consumer Protection Act, in that if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw. Customers will be required to present their original tax invoice or till slip or other proof of purchase for purposes of refund and/or exchange.
In the event that the product shows a manufacturing defect such as the pump not working and or the product leaking the product will be replaced with a similar size as to what was left of the product. (i.e., if half a 100ml is left then we will replace it with a 50ml of the same fragrance).
Eden Perfumes reserves the right to refer returned goods for technical assessment by the manufacturer prior to repairing, replacing, or refunding an item should it prove impossible to determine the cause of the damage and/or defect in store. Accordingly, Eden Perfumes undertake to provide the customer with feedback within a period of 10 – 15 business days from receipt of the returned goods.
RETURNS
1. 14-Day money back guarantee:
At Eden Perfumes we PRIDE ourselves on the quality of our products and we strive to provide the South African consumer with value for money. However, in the unlikely event that a customer is dissatisfied with our product and or our customer service and elects not to exchange their product for another, Eden Perfumes undertakes to provide a full product refund within 14 days of purchase and/or delivery of an online order provided the product is in its original condition and the customer can furnish proof of purchase in the form of a till slip.
*Kindly take note that if the product was bought online then please refer to the conditions for online returns (Paragraph 4) in respect of costs involved.
EXCHANGES:
2. 60-Day exchange period
In order to qualify for an exchange, goods must be in their original condition, and the customer must be able to provide a receipt within 60 days of purchase.
CONDITIONS
3. Kindly take note that our 14-day money back guarantee/ 60-day exchange Refund Policies will not apply in the following instances:
-If the product is not in its original condition.
-If the perfume or bottle has been damaged by negligence e.g., dropping the bottle.
-If the perfume or bottle was left in a very hot area or in direct sunlight. (This will cause leaking and may even cause the bottle to explode.)
-If the bottle has been damaged by misuse or abuse.
-If the goods have been altered in any way.
-If the perfume and/or the bottle have been used for a purpose other than the purpose for which they were intended.
-If there is any sign of tampering.
-Only full priced items may be refunded/exchanged.
-No refunds or exchanges on lotions or room sprays. Home Fragrance refills and diffusers will only be exchanged if the tamper proof seal is still intact.
-Once a return has been approved, the customer will receive the refund in the same manner as payment was made.
-There will be no refunds and returns of stock bought on Black Friday.
-There will be no refunds or exchanges on discounted products or products that are bought on sale.
ONLINE ORDERS REFUND/EXCHANGE PROCEDURE:
In the event that you:
- Received the wrong order or incorrect products,
- Received damaged or faulty products,
- No longer want the product that you have ordered.
Kindly see the procedure outlined below:
PLEASE NOTE THAT YOU ARE RQUIRED TO CONTACT US NO LATER THAN 14 DAYS AFTER RECEIPT OF YOUR ORDER
Step 1 – Contact
- Please email info@edenperfumes.co.za with the following information in the email:
- Your order number (XXXX)
- A contact number
- Explain the reason for the return. If the wrong order has been delivered, please do not spray it as you may be liable for the purchase of the product.
- if the product is damaged, or if the wrong product has been delivered, please could you include a photo of the product concerned.
Step 2 – Collection / Return
Depending on the circumstances we may arrange a courier to collect the product concernedalternately you may be asked to return it by courier to the Eden Perfumes Head Office(Meadowdale, Gauteng).
Refunds may only be issued if the product(s) arrives at the Eden Perfumes offices in a resalable condition so please ensure care is taken when packaging the product(s).
(Please see paragraph 4 below on when the courier cost is for the company’s account or for the customer’s account.)
*Alternatively, you can return any item to any of our Eden Perfumes stores, in the event of which no shipping costs will be applicable. Kindly refer to the Store Locator page on our website to find your nearest Eden Perfumes Store.
Step 3 – Processing
Once the product(s) are received at Eden Perfumes we will process the return. This may take upto 3 days to complete. In the event of the wrong product being delivered, your correct order willbe dispatched without delay.
Step 4 – Refund/Replacement
In the event that you are eligible for a refund, the refund will be made via EFT into the sameaccount used to purchase the goods. Please note EFT refunds may take up to 7 working days to reflect in your account. In the event that you are eligible for a replacement product, a new one will be shipped to you.
4. ONLINE ORDERS REFUND/EXCHANGE POLICY
4.1 Please take notice that the conditions for return and/or exchange of goods purchased in-store, remain applicable in respect of goods purchased online.
4.2 For refunds, the courier fee for returning the goods to our head office in Meadowdale, Johannesburg will be for the customers' account. The Company must be notified of the intent to return within 14 days of receiving the products
4.3 For the first product exchange a customer initiates, the courier fee for returning the goods to return must be completed within 60 days of receiving the product. Eden Perfumes will cover the courier cost for shipping the replacement product back to the customer. Please note that this is applicable only once in a customer's lifetime
4.4 However, for any subsequent exchanges, the customer will be responsible for both the return anddelivery courier fees. 4.5 Shipping costs are non-refundable. If you receive a refund, the cost of the shipping will bededucted from your refund.
4.5 Shipping costs are non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund.
4.6 If you are returning an item, we suggest you make use of a trackable shipping service or in the alternative, purchase shipping insurance. Eden Perfumes cannot guarantee that we will receive your returned item.
4.7 If you are returning an item because:
- the product that you ordered was not delivered, or
-The product is damaged and/or defective due to a manufacturing error. Eden Perfumeswill be responsible for paying for the shipping costs for returning your item to the EdenPerfumes Head Office in Meadowdale, Johannesburg and the delivery of the correct item.
COMPLAINTS
We take complaints from customers very seriously and will contact you as soon as reasonably possible. Kindly email all complaints to info@edenperfumes.co.za
Kindly take notice that these policies are subject to change at any time as Eden Perfumes may deem reasonably fit.
27 September 2024
Tester Kit Refund policy
The tester kit is fully refundable within ONE YEAR of purchase.
- Subject to:
- The case not being damaged and still being in a good condition.
- The condition of the tester kit will be assessed by the Eden Perfumes in-store sales staff.
- All 5ml tester bottles must be in the tester kit even if they are empty.
- If the case is in good condition but is missing some 5ml testers; The cost of the testers at the time of returning the tester kit will deducted from the refund amount.
- The customer must have purchased at least R1500 worth of Eden Perfumes’ perfumes to qualify for the refund if ANY of the testers in the kit has been used.
- The customer may only qualify for a full refund if they have purchased Eden Perfumes’ perfumes to the value of the price of the tester kit, for the period that the tester kit has been in their possession.
- If s/he has not bought any Eden Perfumes’ perfumes to the value of the tester kit (in the period since they purchased the tester kit) and all testers are full and unused, then the customer still qualifies for a full refund, provided that the case is still in perfect condition and not damaged.
- If the customer has used some of the testers and not bought any Eden Perfumes’ perfumes in the period since the tester kit was purchased, then the cost of each used tester will be deducted off the refund price. (provided that the case is still in perfect condition and not damaged.)
5. DELIVERY
ESTIMATED DELIVERY TIMES
We promise that you will get your parcel within 5 working days, but it is usually sooner. NB: It may take longer than 5 days to deliver to rural areas
Our Process:
- Firstly, it takes us a maximum of 24 hours to process & package your order at our factory in Johannesburg.
- We then hand your parcel over to a 3rd party courier company.
- As soon as it has been 'scent’ out / given to the courier company we will let you know via email, and then you will be able to track your precious perfumes as they make their way to you.
- Please note that we do not work on weekends or after hours (neither do the courier companies that we use), so if you order over a weekend, we will only process your order on Monday morning. Similarly, if we hand your parcel over to the courier companies on a Friday, they will only start processing it on Monday.
HOW TO TRACK MY ORDER
Please follow this link for estimated shipping time after the order has left our factory --> https://edenperfumes.co.za/a/track/
Order did not arrive or taking longer than expected
Please contact us at info@edenperfumes.co.za and we will track your order for you.
6. SALES AND PROMOTIONS
All promotions, discounts, and sales are subject to availability and only valid while stocks last. Eden Perfumes reserves the right to modify or cancel promotions at any time, without prior notice.
7. CONSUMER PROTECTION ACT
Please note that we operate within the Consumer Protection Act and we run this website as a service to our customers. By using it, you are agreeing to the Terms and Conditions of Use.
If you some clarity on the Terms and Conditions of Use, please send us an email to info@edenperfumes.co.za.
8. SECURITY
Eden Perfumes uses a variety of security measures to maintain the safety of your personal information. Credit card numbers are not stored by us but PAYFAST who act as our Payment Gateway. Please visit Payfast’s website for all their policies and security features
9. DELIVERY
Eden Perfumes cannot be held liable for late delivery of product by the third party courier company (although we will assist with any concerns around delivery). Delivery costs are included in the total cost paid by the customer. For any orders of R850 or more, free postal delivery will be offered to the buyer.
10. INTERNATIONAL SALES
Currently we are only shipping to locations within the borders of South Africa on our online shop. If you live outside of South Africa and would like to order please email us directly at info@edenperfumes.co.za.
11. VAT
In terms of South African Tax Law, we charge VAT which is included in the price of the service you’re buying.
12. LAW AND JURISDICTION
Any contract for your purchase from Eden Perfumes is governed by and has to be interpreted under the Laws of the Republic of South Africa and you agree that such contract will be subject to the non-exclusive jurisdiction of the South African courts.