Returns, Refunds & Cancellations Policy
(In accordance with the Consumer Protection Act, 68 of 2008)
We comply fully with the South African Consumer Protection Act (CPA) and aim to offer a fair, transparent experience while recognising the nature of fragrance and decanted products.
Important Notice About Fragrance Products
Our products include perfume decants, which are portions of fragrance transferred from original manufacturer bottles into smaller containers, as clearly stated on each product page.
Due to health, hygiene, and safety considerations, certain CPA exclusions apply once these products are opened or used.
Returns
Cooling-Off Period (CPA Section 16)
If you purchased an item online, you are entitled to a 7-day cooling-off period from the date of delivery.
To qualify for a return under this provision:
• The item must be unused, unopened, and in its original packaging
• The product must be in a condition suitable for resale
• Proof of purchase is required
Opened, used, or tampered fragrance decants cannot be returned, as permitted under the CPA’s hygiene and safety exemption.
Return Costs
Where a return is approved:
• A collection and handling fee will apply
• This fee will be deducted from the refund amount
• Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect
How to Request a Return
To initiate a return, please contact us at:
tilesh@tileshfragrance.co.za
Include your order number and reason for return.
Returns must be approved before any items are sent back.
Items returned without prior approval will not be accepted.
Defective, Damaged or Incorrect Items
In line with CPA Section 55 & 56, if your order arrives:
• Damaged
• Defective
• Incorrect
• Incomplete
Please notify us within 2 business days of delivery.
Where a valid claim is confirmed, we will offer a repair, replacement, or refund, as required by the CPA. Return shipping costs will be covered in these cases.
Non-Returnable Items
The following items are not eligible for return or refund:
• Opened or used fragrance decants
• Sale or promotional items
• Custom or specially prepared products
These exclusions are permitted under the CPA due to hygiene and product integrity considerations.
Exchanges
We do not offer direct exchanges.
If eligible, you may return the item and place a new order separately once the return has been approved.
Refunds
Once your return is received and inspected, we’ll notify you of the outcome.
If approved:
• Refunds will be processed to the original payment method
• Please allow 7–10 business days for the refund to reflect, depending on your bank or payment provider
If more than 15 business days have passed since approval, please contact us.
Order Cancellations
Orders cancelled at the customer’s request before dispatch will be refunded, less a 15% administration fee.
Orders that have already been dispatched cannot be cancelled and must follow the returns process where eligible.
Questions or Disputes
If you have any questions regarding returns, refunds, or your rights under the CPA, please contact us at:
tilesh@tileshfragrance.co.za
We’re committed to resolving concerns fairly, reasonably, and in line with South African consumer law.