Refund policy

Refund & Return Policy

At Sillage Society, we take exceptional pride in the quality, craftsmanship, and presentation of our fragrances. Due to the personal, cosmetic, and sanitary nature of fine perfumery, our policy balances customer satisfaction with strict hygiene and quality assurance standards.

1. Change of Mind & Unopened Items

We accept returns for exchange or refund within 7 days of delivery, strictly under the following conditions:

  • The perfume bottle must be completely unopened, unused, and unsprayed.
  • The original packaging, including protective boxes, unbroken tamper seals, and presentation sleeves, must be fully intact and in resalable condition.
  • Proof of purchase (such as your order number or confirmation email) must accompany the request.

Due to health, safety, and formulation integrity regulations, any bottle that has been unsealed, opened, or sprayed is strictly non-returnable and non-refundable.

2. Return Shipping Costs (Change of Mind)

  • For voluntary change-of-mind returns, the customer is responsible for arranging and paying the return courier fee to our studio.
  • We require a tracked, door-to-door courier service. We cannot take responsibility for items lost or broken in transit back to us.
  • Original shipping charges paid at checkout are non-refundable.

3. Damaged, Defective, or Incorrect Items

We meticulously inspect and hand-pack each order. If your fragrance arrives broken, leaking, defective, or incorrect:

  • Notify our team within 48 hours of delivery at info@sillagesociety.co.za.
  • Please include your order number, a brief description of the issue, and clear photographs showing the shipping label, packaging box, and the affected bottle or faulty atomizer.
  • Once verified, we will arrange for a courier to collect the item (or instruct safe disposal) and immediately dispatch a complimentary replacement or process a full refund, including original delivery costs.

4. Sample Sets & Discovery Kits

Discovery sets, sample vials, and individual discovery decants are final sale and non-returnable once dispatched, except in instances where an item arrives broken or leaking in transit.

5. How to Initiate a Return

  1. Contact us at info@sillagesociety.co.za with the subject line "Return Request - [Your Order Number]".
  2. State the reason for your return and confirm that the item remains completely unopened and sealed.
  3. Our team will review your request within 1 to 2 business days and provide the designated return delivery address and instructions.
  4. Returns sent back without prior email authorization will not be processed.

6. Inspection & Refund Processing

  • Upon receiving your returned parcel, our studio team will inspect the item to confirm it meets the unsealed and unused criteria.
  • If approved, your refund will be processed back to your original payment method within 5 to 7 business days (depending on your bank or payment gateway processing times).
  • If an item is received in opened, used, or damaged condition, the return will be declined, and the parcel will be sent back to you at your expense.

7. Contact Information

If you have any questions about our return criteria, feel free to reach out:

  • Email: info@sillagesociety.co.za
  • Operating Hours: Monday to Friday, 09:00 – 16:30 SAST