Return & Refund Policy

Effective From: 01 July 2026

Welcome to SANO Fragrances (Pty) Ltd ("SANO", "we", "our", or "us"). We are committed to providing high-quality fragrance products and excellent customer service. This Return & Refund Policy explains your rights and our procedures regarding returns, exchanges, and refunds for purchases made through our website.

By placing an order with SANO Fragrances, you agree to the terms of this policy.

1. Eligibility for Returns

Due to the nature of fragrance products, returns are accepted only under the circumstances outlined below.

You may request a return if:

• You received the wrong product.
• Your order arrived damaged or defective.
• The product is materially different from what you ordered.
• The product has a manufacturing defect.

To qualify for a return, the item must:

• Be returned within 7 days of delivery.
• Be in its original packaging.
• Be unused and in substantially the same condition as received.
• Include all accessories and original contents.

2. Non-Returnable Products

For hygiene and quality assurance reasons, we cannot accept returns or exchanges for:

• Products that have been opened or used.
• Products with broken seals or removed protective packaging.
• Products damaged after delivery due to misuse, negligence, or improper storage.
• Products purchased during clearance or promotional sales marked as "Final Sale."

3. Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If you receive:

• a damaged item,
• an incorrect product, or
• an incomplete order,

you must notify us within 48 hours of delivery by emailing our customer support team.

Your request should include:

• Order number
• Full name
• Description of the issue
• Clear photographs of the product and packaging

Failure to report damage within this period may affect our ability to process your claim.

4. Return Approval Process

All returns require prior approval.

Once your request has been reviewed, we will notify you whether your return has been approved.

If approved, we will provide instructions on how and where to return the item.

Products returned without prior authorization may not be accepted.

5. Refunds

Once your returned product has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original method of payment within 7–10 business days, depending on your payment provider.

Shipping fees are non-refundable unless the return is the result of our error.

6. Exchanges

Where stock is available, we may replace:

• defective products,
• damaged products,
• or incorrectly supplied products.

If the requested replacement is unavailable, we may offer a refund or store credit at our discretion.

7. Cancellation of Orders

Orders may be cancelled before dispatch.

If your order has already been shipped, it cannot be cancelled and will instead be subject to this Return & Refund Policy.

8. Consumer Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

Where there is any conflict between this policy and applicable legislation, the legislation shall prevail.

9. Shipping Costs

Unless the return is due to our error, customers are responsible for the cost of returning products to SANO Fragrances.

We recommend using a tracked courier service, as we cannot be held responsible for items lost or damaged while being returned.

10. Contact Us

If you have any questions regarding this policy or would like to request a return, please contact us:

SANO Fragrances (Pty) Ltd

Email: support@sanofragrances.co.za

Website: www.sanofragrances.co.za

Please include your order number in all correspondence to help us assist you as quickly as possible.

Thank you for choosing SANO Fragrances. We appreciate your trust and are committed to ensuring every customer enjoys a premium shopping experience.