Refund policy

At Kavrah Scents, we want every customer to feel confident in their purchase. We take care to describe every fragrance accurately, package each order carefully, and stand behind the quality of every product we sell. This policy outlines your rights and our process for returns, exchanges, and refunds.

This policy is provided in compliance with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Your Right to Return

1.1 Cooling-Off Period

In line with Section 44 of the Electronic Communications and Transactions Act, you have the right to cancel an online purchase and return your order within 7 calendar days of delivery, provided the conditions in Section 2 are met.

1.2 Faulty or Damaged Goods

If your order arrives damaged, defective, or is not as described, you have the right to a replacement, repair, or refund under Section 56 of the Consumer Protection Act, regardless of whether the product has been opened.

2. Conditions for Return

2.1 Unopened Products

To be eligible for a return, unopened products must:

Be returned within 7 calendar days of delivery
Remain sealed in their original packaging with all seals, cellophane wrapping, and tamper-evidence intact
Be in resalable condition — undamaged, with all original packaging, inserts, and inclusions
Be accompanied by proof of purchase (order number or order confirmation email)

2.2 Opened Products

For hygiene, safety, and product integrity reasons, opened, used, or partially used fragrances cannot be returned unless the product is defective or differs materially from its description on our website.

This includes any product where:

The cellophane wrapping has been removed
The bottle cap or seal has been opened
The product has been sprayed, sampled, or applied in any way
The packaging has been damaged in a manner consistent with use

This policy is standard practice across the fragrance industry and is in place to protect the health and safety of our customers.

2.3 Damaged on Arrival

If your order arrives damaged, defective, or with leaking, broken, or missing items, please notify us within 48 hours of delivery. After this window, we may not be able to process the claim as a damaged-on-arrival case.

To report damaged goods, email info@kavrah.co.za with:

Your order number
A clear description of the issue
Photographs of the damaged product
Photographs of the outer packaging

We will assess the claim and confirm next steps within one business day.

3. Return Process

3.1 Initiating a Return

To start a return, please contact us at info@kavrah.co.za or via WhatsApp on 060 418 4780 within the applicable timeframe. Please include:

Your order number
The reason for the return
Photographs (if the product is damaged or defective)

We will respond within 24 hours with confirmation and return instructions.

3.2 Approval and Authorisation

Returns are not accepted without prior authorisation from Kavrah Scents. Any product returned without our acknowledgment may be refused or returned to the sender at the customer's cost.

3.3 Return Shipping

Unwanted returns (change of mind, ordered incorrectly): The customer is responsible for the cost and arrangement of return shipping. We recommend using a courier service that provides tracking, as Kavrah Scents cannot be held responsible for items lost in return transit.

Damaged, defective, or incorrectly supplied items: Kavrah Scents will cover the cost of return shipping. We will arrange collection through our courier partner.

3.4 Inspection

Once we receive your returned item, our team will inspect it to confirm it meets the conditions outlined in Section 2. This inspection typically takes 1 to 2 business days.

If the return meets the conditions, we will proceed with your refund as outlined in Section 4. If the return does not meet the conditions, we will contact you to discuss options, which may include returning the item to you at your cost.

4. Refunds

4.1 Refund Method

Approved refunds are processed to the original payment method used at the time of purchase. We are unable to refund to a different account, card, or payment method.

4.2 Refund Timeline

Once your return has been approved, we will process the refund within 5 business days.

Please note that bank or payment gateway processing times may add an additional 1 to 3 business days before the funds reflect in your account. The exact timing depends on your bank or card provider.

4.3 Refund Amount

Refunds will reflect the value of the returned item(s) only. The original delivery fee is non-refundable except in cases where:

The product was damaged or defective on arrival
The wrong item was supplied
The order was cancelled before dispatch (in which case a full refund including delivery is provided)

4.4 Partial Refunds

In some cases, a partial refund may be offered — for example, if a returned item shows minor signs of handling that affect its resale value but does not constitute use. The decision to offer a partial refund is made at the discretion of Kavrah Scents and will always be communicated to you before processing.

5. Exchanges

We do not offer direct exchanges. If you would like a different fragrance, size, or product, please return your original item in line with this policy and place a new order on our website. This ensures the quickest turnaround and accurate stock availability.

6. Cancellations

6.1 Before Dispatch

If your order has not yet been dispatched, you may cancel it for a full refund. Please contact us as soon as possible at info@kavrah.co.za. Refunds for cancelled orders will be processed within 5 business days of cancellation.

6.2 After Dispatch

Once an order has been dispatched, it cannot be cancelled. The order must be received and then returned in line with Sections 2 and 3 of this policy.

7. Items Not Eligible for Return

The following items are not eligible for return or refund under any circumstances, except where the product is defective or differs materially from its description:

Opened or used fragrances
Sale, clearance, or specially discounted items (where indicated at point of purchase)
Gift cards or vouchers
Items returned outside the 7-day window
Items returned without their original packaging or with broken seals
Items damaged after delivery through customer use, accident, or improper storage

8. Warranty on Quality

All Kavrah Scents fragrances are formulated using premium oils sourced from leading houses across France, Switzerland, and beyond. We partner with trusted suppliers who share our commitment to quality, craftsmanship, and consistency, and we stand behind every product we sell.

If you believe your fragrance is defective — for example, the scent profile differs significantly from the product description, the bottle leaks under normal handling, or the spray mechanism does not function — please contact us within 30 days of delivery with photographs and a description of the issue. We will assess the claim and provide a replacement or refund where applicable.

9. Your Rights Under South African Law

This policy does not limit any of your rights under South African consumer protection legislation, including:

The Consumer Protection Act 68 of 2008, which provides for implied warranties of quality, the right to safe and good-quality goods, and the right to fair value
The Electronic Communications and Transactions Act 25 of 2002, which provides for the cooling-off period on online purchases
The Protection of Personal Information Act 4 of 2013, which governs how we handle your personal data during the returns process

If you believe your rights under any of these acts have been breached, you may lodge a complaint with the National Consumer Commission or the relevant regulatory body.

10. Contact Us

For any questions about this policy or to initiate a return, please contact us:

Kavrah Group (Pty) Ltd t/a Kavrah Scents Reg No: 2026/382654/07 Email: info@kavrah.co.za WhatsApp: 060 418 4780 Address: 3 Crystal Cove, Zimbali Estate, Ballito, 4439

Operating hours: Monday to Friday, 8:30 AM – 5:00 PM (SAST)

We aim to respond to all enquiries within 24 hours during business days.

11. Changes to This Policy

Kavrah Scents reserves the right to update this policy at any time. The most current version will always be available on our website. Significant changes will be communicated via email to existing customers where possible.