Refund policy

EDEN PERFUMES RETURN(S) & EXCHANGES POLICY 

Eden Perfumes is committed to providing high-quality products and excellent service. We ensure that all staff and suppliers are fully aware of and trained in our returns policy.

A customer’s till slip is their guarantee. Goods will be refunded or exchanged, in accordance with the applicable provisions of the Consumer Protection Act (CPA), if the goods are defective, unfit for purpose, or fail due to a design or manufacturing flaw. Customers are required to present their original tax invoice, till slip, or other valid proof of purchase.

Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a defect may be. Eden Perfumes therefore reserves the right to refer returned goods for technical assessment by the manufacturer before repairing, replacing, or refunding an item. Feedback will be provided within 10 business days of receipt of the returned goods, and appropriate action will be taken based on the assessment.

Manufacturing or Product Defects

If an item shows a product or manufacturing defect (e.g. pump not working, unusual smell, leaking), the item will be replaced based on the quantity remaining.

For instance, if your 100 ml perfume bottle is half full, we will provide a 50 ml bottle of the same fragrance as a replacement.

14-Day Money-Back Guarantee

We at Eden Perfumes pride ourselves on delivering excellent quality and value. If a customer is unhappy with their perfume and does not wish to exchange it for another Eden Perfumes product, the item may be returned for a full refund within 14 days of purchase, subject to the conditions below.

Conditions for 14-Day Money-Back Guarantee

 Customers may get a full refund after 14 days of purchase, provided that:

• the goods are in their original condition; and
• a valid sales receipt is presented; and
• the product has not been noticeably used (i.e., it can still be sold as new); and
• if the product has a seal, the seal is still intact.

60-Day Exchange Policy

Customers may exchange products within 60 days of purchase, provided that:

• the goods are in their original condition; and
• a valid sales receipt is presented; and
• the product has not been noticeably used (i.e., it can still be sold as new); and
• if the product has a seal, the seal is still intact.

Exclusions: When Refunds/Exchanges Do Not Apply

The 14-day money-back guarantee and 60-day exchange policy do not apply if:

• The bottle or perfume was damaged through negligence (e.g., dropped).
• The item was exposed to excessive heat or direct sunlight.
• The product was misused, abused, or altered in any way.
• The product was used for a purpose other than its intended use.
• There are signs of tampering.
• A discovery kit is bought.
• The product was purchased on sale for reasons disclosed (e.g., end-of-range or minor packaging flaw). These items may be exchanged/refunded only if defective, in line with the CPA.
• For hygiene and product-safety reasons, we are unable to accept returns or exchanges on 8ml travel size perfumes, body mists, body butters and any unsealed lotions . These items cannot be resold or verified as unused once they have left the store. We therefore encourage customers to carefully select these products before purchase.

Black Friday & Discounted Products

Certain items sold on Black Friday may be B-grade stock. These items will be clearly marked and are sold voetstoots, meaning the customer accepts the known condition at the time of purchase.

No refunds or exchanges will be offered on Black Friday or B-grade items for reasons other than defects.

Discounted and sale products are not eligible for refund/exchange unless a defect is present that was not disclosed at the time of sale, in accordance with the CPA.

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.