1. REFUND & RETURNS POLICY

Effective Date: August 2026

1.1 General Position

NineOrigin takes quality seriously. Every order is inspected before dispatch. Because our products are fragrances — personal care items by nature — our returns policy is strictly limited to protect the integrity and hygiene of all products sold.

By placing an order with NineOrigin, you acknowledge and accept the terms of this policy.

1.2 What the Consumer Protection Act Covers (And What It Does Not)

Certain rights under the Consumer Protection Act 68 of 2008 (CPA) apply as a matter of South African law. We acknowledge these rights honestly — but we also set out clearly how they apply within the context of fragrance products:

Cooling-off (Section 16 — Direct Marketing only):
If your purchase resulted from an unsolicited direct marketing communication (e.g. an unsolicited promotional email or SMS), you may cancel within 5 business days of receiving your order. This right applies only in that specific scenario. It does not apply to orders you placed of your own accord via our website.

Defective Goods (Section 56):
A product is considered defective only where there is a manufacturing or physical fault — for example: a broken or non-functioning pump mechanism, a cracked or leaking bottle, or a product that is chemically spoiled or contaminated prior to first use.

The following are not defects under the CPA or under this policy:

• You opened and used the product and subsequently dislike the scent

• The fragrance does not smell exactly as you imagined or expected based on the description

• The scent fades faster than you preferred

• You have used a portion of the product and changed your mind

A used product — regardless of how much remains — is not eligible for return or refund under any circumstances, except where a specific, demonstrable manufacturing defect is identified on the unused portion. The onus is on the customer to demonstrate the nature of the defect.

1.3 Eligible Returns

We will accept returns only in the following circumstances, within 14 days of delivery:

All other return requests fall outside the scope of this policy.

1.4 Defective Product Claims — Important Conditions

If you believe a product is defective, the following conditions apply:

1. You must notify us at info@nineorigin.co.za within 14 days of delivery.

2. You must provide clear photographic or video evidence of the specific defect.

3. The defect must be a physical or manufacturing fault (as defined in Section 1.2 above) — not a subjective preference or scent-related dissatisfaction.

4. Products that have been opened and used will only be considered under a defect claim if the defect is objectively verifiable (e.g. clearly contaminated product, confirmed pump failure on first use).

5. We reserve the right to request the return of the product for inspection before issuing any resolution.

Defect claims that do not meet these conditions will not be accepted.

1.5 How to Submit a Return Request

1. Email info@nineorigin.co.za within 14 days of receiving your order.

2. Subject line: "Return Request – Order #[your order number]"

3. Include: your full name, order number, description of the issue, and supporting photos or video.

4. We will respond within 2–3 business days.

Do not return any item without first receiving written return authorisation from NineOrigin. Unauthorised returns will not be accepted and will not be refunded.

1.6 Return Shipping

• Where the fault is NineOrigin's (wrong item, transit damage, verified manufacturing defect): NineOrigin covers return shipping.

• Change of mind (unopened/sealed items): Return shipping is at the customer's cost. Use a tracked service — NineOrigin is not liable for items lost in transit.

1.7 Refunds

Approved refunds are processed within 5–7 business days to your original payment method. Store credit is issued within 1–2 business days. Original shipping fees are non-refundable unless the return is due to a NineOrigin error.

1.8 Exchanges

Exchanges are offered for unopened, sealed products of equal or lesser value. To request an exchange, follow the return submission process in Section 1.5.

1.9 Order Cancellations

Orders may be cancelled within 1 hour of being placed, provided they have not yet been dispatched. Email info@nineorigin.co.za immediately. Once dispatched, cancellation is not possible — a return may be initiated upon delivery in line with this policy.

1.10 Non-Returnable Items (No Exceptions)

• Any opened or used fragrance product

• Gift cards

• Sale / final sale items

• Any product returned without prior written authorisation

1.11 Scent Dissatisfaction

NineOrigin does not accept returns or issue refunds on the basis of scent dissatisfaction. Fragrance is an inherently subjective sensory experience. We encourage all customers to read product descriptions carefully before purchasing. If you have questions about a specific scent profile, contact us at info@nineorigin.co.za before placing your order.

Questions? Contact us at info@nineorigin.co.za