Returns and Refunds Policy
Last updated: 28 October 2026
1. Our returns policy
At Luxé Parfums, we want you to shop with confidence. This policy explains when you may cancel an order, return a product or request a refund.
Nothing in this policy excludes or limits your rights under the Consumer Protection Act, 2008 (CPA), the Electronic Communications and Transactions Act, 2002 (ECT Act), or any other applicable South African law.
2. Change-of-mind returns within 7 days
Where section 44 of the ECT Act applies, you may cancel an online purchase without giving a reason within seven days after receiving the goods.
The following conditions apply to change-of-mind returns:
- You must tell us that you are cancelling within the seven-day period.
- The perfume must be unopened, unused and sealed in its original packaging.
- Products that have been opened, unsealed, sprayed or used are not eligible for change-of-mind returns, subject to any rights that the law does not allow us to exclude.
- You pay the direct cost of returning the goods to us.
If you have already paid, we will refund you within 30 days of your cancellation, as the ECT Act requires.
The ECT Act sets out specific exceptions to this cooling-off right. Whether an exception applies to a particular fragrance depends on the product and the circumstances, and we will not rely on a blanket exclusion to deny you a right the law gives you.
3. No change-of-mind returns on opened or used perfumes
For hygiene, product-integrity and resale reasons, we do not accept change-of-mind returns of perfumes that have been opened, unsealed, sprayed or used.
Please check that you have chosen the correct fragrance, size and quantity before you place your order.
This applies only to change-of-mind returns. It does not affect your rights if a product is defective, unsafe, damaged on arrival or materially different from what you ordered.
4. Damaged, defective or incorrect products
If your order arrives damaged or leaking, is not what you ordered, or a product is defective or unsafe, please contact us as soon as possible, with photographs if you can.
Under section 56 of the CPA, you may return defective or unsafe goods within six months after delivery. You may then choose whether we repair or replace the product or refund you. We pay the cost of returning these goods.
5. How to request a return
To request a cancellation, return or refund, please email us at orders@luxeparfums.co.za, call 074 245 2747 or use our Contact Us page, and include:
- your order reference number;
- the product name and size;
- the reason for your request;
- photographs, for damaged, defective or incorrect products.
We will review your request and send you instructions for returning the product, including the return address or collection arrangements.
Please do not send products back before contacting us, so that we can give you the correct return instructions.
6. How refunds are paid
Approved refunds are paid in line with applicable law and the circumstances of your purchase.
Refunds are made through PayFast to your original payment method where possible. For some payment methods, such as instant EFT, we may ask you to confirm the bank account details needed to process the refund securely.
The time a refund takes to reach your account may depend on your bank or payment provider. We will contact you if we need any further information to complete your refund.
7. Products that cannot be returned for change of mind
Subject to your rights under the law, we do not accept change-of-mind returns of:
- perfumes that have been opened or unsealed;
- perfumes that have been sprayed or used;
- products returned after the seven-day cooling-off period, where no other legal right to return applies;
- products that do not meet the conditions for a change-of-mind return set out in section 2.
These restrictions do not override your right to a remedy for defective, unsafe, damaged or incorrectly supplied goods.