Last updated: 28 August 2026
This policy explains when you may return something and how a refund is paid. It works alongside our Cancellation Policy, which covers cancelling an order before it reaches you.
1. Your seven-day cooling-off right
Because you bought online, section 44 of the Electronic Communications and Transactions Act gives you seven days from the day you receive your order to cancel it and return the goods, without giving a reason and without penalty. The item must be unused and in its original, sealed packaging.
We refund the full purchase price. The cost of returning the goods to us is for your account, which is what the Act provides. Refunds under this right are paid within 30 days of cancellation, and in practice within five working days of the item reaching us.
2. What cannot be returned once opened
For health and hygiene reasons we cannot accept a return of:
- cosmetics, skincare or body products whose seal has been broken or that have been used;
- fragrance that has been sprayed, opened or removed from its cellophane;
- human blended hair that has been worn, washed, cut, coloured or otherwise treated;
- earrings and other pierced jewellery.
This exclusion does not apply, and does not limit your rights, if the item is faulty, damaged or not what you ordered.
3. Faulty, damaged or incorrect items
If your parcel arrives damaged or the wrong item is inside, send us a photograph on WhatsApp or by email within 48 hours of delivery. We replace the item or refund you in full — including what you paid for delivery — and we pay the return courier.
Separately, under sections 55 and 56 of the Consumer Protection Act, goods that turn out to be defective within six months of delivery may be returned at our cost, and you choose whether we repair it, replace it or refund you.
4. How to start a return
- Message us on WhatsApp on 079 615 7182, or email hello@scentsbymfundo.co.za, with your order number, the item, and whether you want an exchange or a refund.
- We reply with a return reference and the address to send it to. Please do not send anything back before you have that reference.
- Send the item back in its original packaging, well enough protected to survive the trip. Keep your tracking number.
- We inspect the item on arrival and confirm the outcome to you by email.
5. How refunds are paid
Refunds go back to the method you paid with — a card refund reverses to the same card through Payfast, and an EFT payment is repaid to the bank account it came from. We do not refund in cash, in store credit, or to a different account than the one that paid.
Once we have received and checked the item, the refund is processed within five working days. Your bank may take a further two to seven working days to show it, which is outside our control.
6. Exchanges
An exchange is handled as a return and a fresh order: we refund the item and place the replacement once we have it back, so you always have a record of both. Delivery on the replacement is on us where the original was faulty or incorrect.
7. Costs, in short
- You changed your mind: you pay the return courier; we refund the purchase price.
- The item is faulty, damaged or wrong: we pay the return courier and refund the delivery you paid.
Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
Business and contact details
- Trading name: Scents & Cosmetics by Mfundo
- Nature of business: online and in-person retail of fragrance, cosmetics and human blended hair
- Trading address: Berea, Durban, KwaZulu-Natal, South Africa
- Telephone and WhatsApp: 079 615 7182 · message us on WhatsApp
- Email: hello@scentsbymfundo.co.za
- Website: scentsbymfundo.co.za
- Trading hours: Monday to Friday 9:00–17:00, Saturday 9:00–13:00. Closed Sundays and public holidays.
- Payment processing: Payfast (Pty) Ltd
