Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
- it is undamaged and unused, with the original labels and stickers still attached;
- it is not missing any accessories or parts;
- you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
- it is not one of the products listed below.
Want to exchange?
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
What happens if I am not entirely satisfied with my product?
Ojuvisa will check and verify each and every product before shipping. If an error has occurred e.g. if the perfume is broken or faulty, the product must be returned within 7 days. If you return a product, please include: full details and an explanation as to why you were not satisfied with the product.
All valid returns will be replaced and shipped within 5 working days once we have received the damaged product and verified that it was our m
What happens if I want to return goods for an exchange or refund?
As per the South African Consumer Act, you are welcome to return any product provided that the product is in the same condition, has not been used and is still in its packaging. Ojuvisa honours a 7-day full refund policy (excluding postage costs).
Please send the product back at your own cost, as you received it, un-opened and un-used. When the product arrives we will inspect it and see if it is liable for an exchange or refund.
A full refund will be issued in the circumstance that you do not want to exchange the product and refund may take 5 working days to clear in your account.
If a perfume has been opened and returned for refund/replacement and the product passes all quality checks, A surcharge of 20% will be levied plus all courier fees will be deducted from the purchase price.
Note that this excludes postage costs.
According to the Distance Selling Act, you have 7 days to cancel your contract following the day of the arrival of the goods. The fragrance will be collected by us and must be returned to us in the very SAME condition and package it was dispatched to you, thus complete with ALL packaging intact and in a “RE-SALEABLE” state. Exactly as you would like to receive a fragrance from us. The goods remain YOUR responsibility until they are received and signed for by us.
If an order is cancelled/returned by you without a valid reason, and without forwarding us an e-mail explaining the reason, a 20% handling fee will be levied to cover any handling and shipping costs.
If you accidentally ordered and paid for an incorrect product that needs to be exchanged for a different product, kindly inform us via e-mail of your decision and we will arrange with you accordingly. Please note that you will be charged or refunded any price difference, and you will be charged for a re-courier delivery and collection of your previously selected incorrect item.
What happens if I want to exchange goods?
As per the South African Consumer Act, you are welcome to return any product provided that the product is in the same condition, has not been used and is still in its packaging. If you wish to exchange the item for something else, you will be liable for return / exchange shipping costs. Ojuvisa honours a 7-day return and exchange policy.
What happens if I want to change my order once I have placed it?
You are more than welcome to change your order, unless your order has already left our warehouse. Please contact us urgently to inform us before we pack and ship!
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from unauthorized alterations to the product;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
- in relation to Unboxed Deals , signs of handling and/or repackaging.
4: Gift Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or Ojuvisa later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Ojuvisa may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon to pay for an order, and you or Ojuvisa later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Ojuvisa may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
- Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
- Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
6: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Ojuvisa for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.