Refund & Return Policy

Zahara Enterprise (Pty) Ltd trading as Zahara Essence

At Zahara Essence, we take pride in offering high-quality Arabian perfumes and customer satisfaction is important to us. This Refund & Return Policy outlines your rights and our procedures in accordance with South African consumer protection laws.

1. Returns Eligibility

Due to the nature of fragrance products and hygiene considerations, returns are only accepted under the following conditions:

The item received is damaged, defective, leaking, or incorrect.
The product remains unused, unopened, and in its original sealed packaging.
A return request is submitted within 7 days of delivery.

We reserve the right to decline returns for products that have been opened, used, or tampered with unless the product is defective.

2. Non-Returnable Items

The following items cannot be returned or refunded:

Opened or used perfumes
Products without original packaging
Sale, clearance, or promotional items
Gift cards or vouchers

3. Damaged or Incorrect Orders

If you receive a damaged, faulty, or incorrect item, please contact us within 48 hours of delivery with:

Your order number
Clear photos of the product and packaging
A description of the issue

Once approved, we will arrange a replacement, exchange, or refund at no additional cost to you.

4. Refund Process

Approved refunds will be processed to the original payment method within 7–14 business days after the returned item has been received and inspected.

Please note:

Shipping fees are non-refundable unless the return is due to our error.
Bank processing times may vary depending on your payment provider.

5. Return Shipping

Customers are responsible for return shipping costs unless:

The wrong item was sent
The product is defective or damaged upon arrival

We recommend using a trackable courier service when returning items.

6. Cancellations

Orders may only be cancelled before they have been shipped. Once dispatched, the order will fall under the standard return conditions outlined above.

7. Consumer Protection

This policy is subject to the provisions of the Consumer Protection Act, 68 of 2008 of South Africa. Nothing in this policy limits your statutory rights as a consumer.