1. Consumer Protection Act (CPA)

This policy is aligned with the Consumer Protection Act, 68 of 2008.
Where applicable, customers are entitled to remedies for goods that are:

• Defective
• Damaged
• Incorrectly supplied

Certain exclusions apply for hygiene and fragrance products, as outlined below.

2. Cooling-Off Period (Online Purchases)

In terms of the CPA, customers may cancel an online order within 7 days of delivery, provided that:

• The item is unused
• The item is unopened
• The item is in its original packaging
• The product is in a resalable condition

Return shipping costs for change-of-mind returns are the responsibility of the customer.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, we cannot accept returns for:

• Opened or used candles
• Used wax melts
• Opened room or linen mists
• Opened diffuser oils
• Car diffusers that have been opened or used
• Any item where the seal has been broken

These exclusions apply unless the product is defective or damaged on arrival.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery.

To help us resolve the issue quickly, include:
• Your order number
• Clear photos of the item and packaging
• A brief description of the issue

Depending on the circumstances, we may offer:
• A replacement
• A refund
• Store credit

The resolution will be determined based on the nature of the issue and product availability.

5. Incorrect Orders

If you receive an item that differs from what you ordered:

• Notify us within 72 hours
• Do not use or open the item
• Once verified, we will arrange the appropriate resolution.

6. Refunds

Approved refunds will be processed:
• To the original payment method, or
• As store credit, where applicable

Refunds are typically processed within 7 to 10 business days after approval.
Processing times may vary depending on your bank or payment provider.
Shipping fees are non-refundable unless the return is due to an error on our side.

7. Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns
If the return is due to a fault or error by The Waft, we will cover reasonable return shipping costs

Returned items must be packaged securely to prevent damage in transit
We are not responsible for items lost or damaged during return shipping.

8. Scent Preference and Sensitivity

Fragrance perception is subjective and may vary from person to person.


Returns or refunds cannot be issued based on:
• Personal scent preference
• Expected scent strength
• How a fragrance performs in a specific space

We encourage customers to review scent descriptions carefully before purchasing.

9. Right to Refuse Returns

The Waft reserves the right to refuse a return or refund if:

• The product has been used or altered
• The return request falls outside stated timeframes
• The item does not meet the conditions outlined in this policy

10. How to Request a Return or Refund

To initiate a return or refund request, please contact us with your order details.
Email: hello@thewaft.co.za
WhatsApp: +27 (0)64 789 7850