Last Updated: 18 June 2025

1. Introduction

At Mood Fragrance SA, we are committed to providing you with
high-quality fragrances and a positive shopping experience. This
Refund Policy outlines the conditions under which returns,
refunds, and exchanges are processed for purchases made on
moodsa.co.za. This policy is to be read in conjunction with our
comprehensive Terms and Conditions and is compliant with the
Consumer Protection Act, 2008.

2. Eligibility for Returns & Refunds (General)

Our primary aim is your satisfaction. However, due to the nature
of our products (fragrances) and for hygiene and product
integrity reasons, we have specific conditions for returns:
 Only Unopened Products: We accept returns exclusively
for unopened, unused fragrance products that are in their
original, sealed packaging. The product's seal must be
intact and show no signs of tampering or use.

 Timeframe: You must initiate a return within 14 calendar
days from the date your order was delivered to you.
 Condition: The returned product must be in pristine,
resalable condition, including all original packaging,
labels, and any complimentary items that were part of the
original purchase.

We strictly cannot accept returns or provide refunds for any
fragrance products that have been opened, used, or where
the original seal has been broken.

3. How to Initiate a Return (General Returns)

To initiate a return that meets the eligibility criteria (unopened,
unused, within 14 days):

1. Contact Us: Send an email to info@moodsa.co.za with the
subject line "Return Request - [Your Order Number]".

2. Provide Information: In your email, please include:

 Your full name and contact number.

 Your order number.

 The name of the product(s) you wish to return.

 A brief reason for the return.

 (Optional but helpful) A clear photo of the product,
showing it is unopened and sealed.

1. Return Authorisation: We will review your request and, if
eligible, provide you with instructions on how and where to
send your return. Please do not send your product back
until you have received return authorisation from us.

4. Return Shipping (General Returns)

 Customer Responsibility: For all general returns (e.g.,
change of mind, product not as expected but unopened),
the customer is responsible for the cost of return
shipping.

 Shipping Method: We highly recommend using a
reputable courier service with tracking for your return
shipment, as Mood Fragrance SA will not be responsible
for returns that are lost or damaged in transit.
 The product remains your responsibility until it reaches us.

5. Inspection and Refund Processing

1. Receipt and Inspection: Once we receive your returned
product, it will be inspected to ensure it meets our
eligibility criteria (unopened, unused, in original sealed
packaging).

2. Refund Decision:

 If the product passes inspection, we will proceed with your
refund.

 If the product does not meet our return conditions (e.g., it
is opened, used, damaged, or beyond the 14-day limit), we
reserve the right to refuse the refund. In such cases, the
product may be returned to you at your expense.

Refund Method: Refunds will be processed either:
 Through the original payment gateway portal (PayFast
or PayFlex) used for your purchase.

 Via EFT (Electronic Fund Transfer) to your nominated
South African bank account. We will request your banking
details securely if an EFT is necessary.

Processing Time: Please allow 5-10 business days for the
refund to be processed and for the funds to reflect in your
account. The exact time may vary depending on your bank
and the payment gateway's processing times.

6. Specific Scenarios: Damaged or Incorrect Products
Mood Fragrance SA takes full responsibility for ensuring
products reach you in perfect condition and that you receive the

correct items.

6.1. Product Broken Upon Delivery:
 If your product arrives broken or significantly
damaged during transit:

 Report Immediately: You must notify us within 24 hours
of delivery by emailing info@moodsa.co.za.
 Provide Evidence: Include your order number and clear
photographic evidence of the damaged product and its
packaging.

 Exchange Sent: Upon verification of the damage, we will
arrange for a replacement parcel to be sent to you at
Mood Fragrance SA's expense. We may require the
original broken item to be returned to us for quality control
purposes, and we will cover the cost of its return.

6.2. Incorrect Product Received:

 If you receive a product that is different from what you
ordered:

 Report Immediately: You must notify us within 24 hours
of delivery by emailing info@moodsa.co.za.

 Provide Evidence: Include your order number and clear
photographic evidence of the incorrect product received.

 Exchange Sent: Upon verification, we will arrange for
the correct product to be sent to you, and for the
incorrect item to be collected, all at Mood Fragrance
SA's expense.

7. Exchanges (General)

Exchanges are primarily offered for defective or incorrect
products as detailed in Section 6. For other exchange requests
(e.g., if you wish to exchange an unopened fragrance for a
different one), these will be subject to the same conditions as
general returns (unopened, within 14 days, customer covers
return shipping), and are at Mood Fragrance SA's discretion
based on stock availability and our assessment.

8. Non-Refundable Items

As explicitly stated, opened, used, or unsealed fragrance
products are non-refundable.

9. Policy Updates

Mood SA reserves the right to update or modify this Refund
Policy at any time. Any changes will be effective immediately
upon posting on our Website. We encourage you to review this
policy periodically to stay informed of our practices.

10. Contact Us

For any questions regarding this Refund Policy, or to initiate a

return, please contact us:
Email: info@moodsa.co.za
Telephone: (+27) 83 309 2587