Refund policy

Returns & Refunds Policy

At Kainos Fragrances, we take great pride in the quality and craftsmanship of every product we create. Each fragrance is carefully formulated, packaged, and inspected before dispatch.

Fragrance Products & Hygiene Considerations

Due to the personal and hygienic nature of fragrance products, opened or used perfumes cannot be returned or exchanged. This is in line with Section 20(2)(c) of the South African Consumer Protection Act, which excludes the return of goods that are unsuitable for return due to hygiene reasons once unsealed.

Damaged, Defective, or Incorrect Items

In accordance with the Consumer Protection Act, you are entitled to a refund, replacement, or repair should your item:

  • Arrive damaged

  • Be defective

  • Differ materially from what was ordered

If you experience any of the above, please contact us within 7 days of receiving your order, providing your order number and clear photographic evidence of the issue. Once assessed and approved, we will arrange a replacement or refund at no additional cost to you.

Cooling-Off Period (Online Purchases)

The Consumer Protection Act provides a 7-day cooling-off period for online purchases. However, this right does not apply to unsealed fragrance products once opened, due to hygiene and health considerations. Unopened, unused products in their original, sealed packaging may be returned within this period, subject to inspection.

Refund Processing

Approved refunds will be processed using the original payment method. Please allow up to 7–10 business days for the refund to reflect, depending on your payment provider.

Condition of Returned Items

Where returns are approved, items must be:

  • Unused and unopened

  • In their original packaging

  • In resaleable condition

We reserve the right to refuse any return that does not meet these conditions.

Our Commitment

Your satisfaction matters to us. If you have any questions or concerns regarding your order, we encourage you to contact our customer care team, and we will assist you with care, transparency, and professionalism.