Returns & refunds

Clear help if something is wrong with your purchase.

Start with a message

Contact us with your order number or proof of purchase, perfume name, bottle size and a description of the issue. Photos of damage or an incorrect item help us assist you. Please contact us before sending a parcel so we can arrange the appropriate return method.

Damaged, faulty or incorrect items

Let us know as soon as you notice an issue. Keep the item and packaging where possible. A request for prompt notification or photos does not remove your legal rights.

Where section 56 of the Consumer Protection Act applies, goods that fail its quality standards may be returned within six months after delivery, without penalty and at our risk and expense. You may choose repair, replacement or a refund as provided by the Act. We will assess the reported fault; damage caused by misuse is not the same as a product defect.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online goods purchase without giving a reason or paying a penalty within seven days after receiving the goods. Only the direct cost of returning the goods may be charged. Payment must be refunded within 30 days of cancellation.

Statutory exceptions can apply. We do not apply a blanket “no returns on perfume” rule to override your legal rights. Please tell us whether the bottle has been opened or used so we can assess the circumstances.

Changed your mind?

East & West does not offer exchanges or refunds for change of mind, including a change in fragrance preference, except where required by law. This does not affect your rights for faulty, damaged or incorrect goods, or any applicable online cooling-off rights described above.

Return arrangements

Please package glass bottles securely. We will discuss collection or courier arrangements with you. Fault-related return costs and cooling-off return costs are handled according to the applicable rules above.

Your rights remain protected

This policy does not limit rights under South African consumer law. Applicable legal rights take priority over any store procedure.

References: Consumer Protection Act and Electronic Communications and Transactions Act.