Returns & Refunds Policy
Effective date: 3 September 2026
At Life Aromatics, we take great care when preparing and packaging every order to ensure that your products reach you safely and in good condition. If there is a problem with your order, we will do our best to resolve it promptly and fairly.
This Returns & Refunds Policy explains how returns, exchanges and refunds are handled for purchases made directly from the Life Aromatics online store.
This policy is subject to your rights under applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy is intended to limit or exclude any rights that cannot lawfully be excluded.
1. Change-of-Mind Returns
If you change your mind about a product purchased from Life Aromatics, we may accept the return provided that:
- The return is requested within 30 days of delivery;
- The product is unused and unopened;
- The product remains in its original condition and packaging;
- All labels, seals and accessories remain intact; and
- The product can be safely returned to stock.
Because our products include oils, personal-care products and other items where product integrity is important, we cannot accept change-of-mind returns where a product has been opened, used, tampered with or otherwise cannot be safely returned to stock.
Once the returned product has been received and inspected, we will confirm whether the return has been approved.
For approved change-of-mind returns, the purchase price of the returned product will be refunded.
Return shipping costs for change-of-mind returns are the responsibility of the customer and are non-refundable.
Any statutory rights you may have in terms of applicable consumer-protection legislation remain unaffected.
2. Online Purchases and Cooling-Off Rights
Where a statutory cooling-off right applies to an online transaction, Life Aromatics will honour that right in accordance with applicable legislation.
Certain products and transactions may be excluded from statutory cooling-off provisions due to their nature, including products that cannot reasonably be returned or that are likely to deteriorate or expire rapidly.
Where a statutory cooling-off right applies, the applicable statutory requirements will take precedence over the provisions of this policy.
3. Damaged Products
We take considerable care when packaging orders, but occasionally products may be damaged during transportation.
If your order arrives damaged, please contact us at hello@lifearomatics.co.za within 48 hours of delivery and provide:
- Your order number;
- A description of the damage; and
- Clear photographs of the damaged product and packaging.
Please retain the original packaging until we have assessed the matter, as photographs and packaging may be required to assist with a delivery or courier claim.
Once we have assessed the damage, we will advise you of the appropriate next steps. Where the damage is attributable to transportation or another issue for which Life Aromatics is responsible, we will arrange an appropriate remedy, which may include a replacement or refund.
You will not be responsible for return shipping costs where the product was damaged before or during delivery and the return is accepted as our responsibility.
4. Incorrect Products
If we have sent you the incorrect product, please contact us at hello@lifearomatics.co.za within 48 hours of delivery.
Please provide your order number and photographs of the product received where possible.
We will arrange the return of the incorrect product and, where applicable, send the correct product to you as soon as reasonably possible.
Where the incorrect product was supplied due to an error on our part, Life Aromatics will cover the reasonable cost of returning the incorrect product.
5. Defective or Non-Conforming Products
We stand behind the quality of our products.
If you believe that a product is defective, unsafe, materially damaged, or does not comply with the description or requirements applicable to the product, please contact us as soon as reasonably possible at hello@lifearomatics.co.za.
Please provide:
- Your order number;
- A description of the issue;
- Photographs where applicable; and
- Any other information reasonably required to assess the issue.
We may request that the product be returned for inspection.
Where a product is found to be defective or otherwise qualifies for a remedy under applicable consumer-protection legislation, Life Aromatics will provide the remedy required by law. Depending on the circumstances and applicable legislation, this may include repair, replacement or refund.
Statutory rights relating to defective goods are not limited by the 30-day change-of-mind return period in this policy.
6. Products That Have Been Opened or Used
For hygiene, safety and product-integrity reasons, opened or used products generally cannot be accepted as change-of-mind returns.
This does not affect your statutory rights where a product is defective, unsafe, incorrectly supplied, or otherwise does not comply with applicable consumer-protection requirements.
If you believe there is a problem with a product after opening or using it, please contact us before disposing of the product so that we can assess the matter and advise you on the appropriate next step.
7. Sale and Promotional Items
Products purchased during a sale or promotional period may be subject to specific promotional terms.
However, sale or promotional pricing does not remove or limit any statutory consumer rights that apply to the product.
Where a sale item qualifies for a return, refund, replacement or other remedy under applicable consumer-protection legislation, we will process the applicable remedy in accordance with those requirements.
8. Return Process
Please do not send a return to Life Aromatics without first contacting us.
To request a return, please email:
Please include:
- Your full name;
- Order number;
- Product(s) you wish to return;
- Reason for the return; and
- Photographs where relevant.
We will provide the appropriate return instructions and, where applicable, the return address.
Products should be packaged securely to prevent damage during the return journey.
9. Inspection of Returned Products
All returned products may be inspected upon receipt.
For change-of-mind returns, the product must be in its original, unused and unopened condition and suitable for return to stock.
If a change-of-mind return does not meet these requirements, we may be unable to accept the return or issue a refund.
Where a return relates to a suspected defect, damage, incorrect delivery or another matter covered by applicable consumer-protection legislation, the product will be assessed in accordance with the relevant legal requirements.
10. Refunds
Once an approved return has been received and, where necessary, inspected, we will process the applicable refund.
For approved change-of-mind returns, we aim to process refunds within 3 business days after the return has been received and approved.
The time it takes for the refunded amount to reflect in your account may depend on your payment provider or financial institution.
Where legislation prescribes a different refund period or procedure, the applicable statutory requirement will apply.
An administration fee of 5% will be deducted from refunds where a refund is required under applicable consumer-protection legislation.
11. Shipping Costs
Change-of-mind returns
For a change-of-mind return, the customer is responsible for the cost of returning the product to Life Aromatics.
Original delivery charges are generally non-refundable for change-of-mind returns, unless applicable legislation provides otherwise.
Damaged, defective or incorrectly supplied products
Where Life Aromatics is responsible for the issue, or where applicable consumer-protection legislation requires the supplier to bear the return costs, we will arrange or reimburse the appropriate return shipping.
12. Returns That Cannot Be Accepted
We may decline a change-of-mind return where:
- The return is outside the applicable return period;
- The product has been opened or used;
- The product has been damaged after delivery through misuse, negligence or improper handling;
- The product is missing essential packaging, labels or components;
- The product cannot safely be returned to stock; or
- The product was made or prepared specifically to the customer’s requirements, where applicable.
These exclusions do not apply where they would unlawfully limit a consumer’s statutory rights.
13. Exchanges
Where appropriate, we may offer an exchange instead of a refund.
Exchanges are subject to product availability. If the replacement product has a different price, any applicable difference will be handled before the replacement is dispatched.
Where a replacement is required because we supplied an incorrect, damaged or defective product, we will arrange the appropriate remedy in accordance with applicable consumer-protection requirements.
14. Marketplace Purchases
If you purchased a Life Aromatics product through a third-party marketplace such as Amazon, Takealot or another marketplace, please follow that marketplace’s applicable returns process in the first instance.
Marketplace-specific return procedures may differ from the procedures for purchases made directly through the Life Aromatics online store.
Your statutory consumer rights remain unaffected.
15. Our Commitment
We want every Life Aromatics order to arrive safely and meet your expectations.
If something has gone wrong with your order, please contact us before returning the product. We will assess the circumstances and work with you to find an appropriate solution as quickly as possible.
For all returns and refunds enquiries:
Email: hello@lifearomatics.co.za
For information regarding delivery times and shipping charges, please refer to our Shipping Policy.
Life Aromatics reserves the right to update this policy from time to time. The version applicable to an order will be the policy in effect at the time of that order, subject always to applicable consumer-protection legislation.