We want you to love your fragrance. If something isn’t right, here’s how we put it right.
Changed your mind
You can return unopened items within 7 days of delivery for a full refund of the item price. The item must be unused, in its original box, with the cellophane wrap still intact. You pay the cost of sending it back to us.
For hygiene reasons, we can’t accept returns of perfumes that have been opened, sprayed or had the cellophane removed.
Damaged, faulty or wrong items
If your item arrives damaged, leaking, faulty or isn’t what you ordered, contact us within 7 days of delivery with photos of the box and the item. We’ll replace it or refund you in full, and we cover the return delivery.
Under the Consumer Protection Act you are also entitled to return defective goods within 6 months for a repair, replacement or refund.
How to return an item
- WhatsApp +27 76 167 2042 or email support@virtualaxs.co.za with your order number and the reason for the return.
- We’ll confirm your return and send you the return address or arrange a collection.
- Pack the item securely in its original packaging.
- Once we receive and check it, we’ll process your refund or replacement.
Refunds
Refunds are paid to your original payment method within 7 working days of us receiving the return. Card refunds can take a few extra days to reflect, depending on your bank. Delivery fees are refunded only when the item was damaged, faulty or incorrect.
Exchanges
Want a different scent? Return the unopened item as above and place a new order, so your new fragrance ships right away.