Returns, Refunds and Exchanges Policy

At JUCE Fragrances we want you to be happy with what you bought. Sometimes a fragrance is not what you expected, and this page is what happens then. It is the same policy the returns page and the exchanges page describe in shorter words: if the three ever disagree, this one is the full terms.

The seal is the line

Every 50ml in the core range ships with a free 3ml of the same fragrance so you never have to open the big bottle to find out. Once a bottle has been sprayed we cannot resell it, so an opened bottle cannot be returned, exchanged, or credited. That applies to a 50ml and to a 10ml alike.

A 10ml does not come with a 3ml tester of its own, so for a mini the seal is the only test there is: sealed it can come back for store credit or swap for another scent, opened it stays with you.

The bundle (50ml + 10ml) is sold as one item and comes back as one item. Both bottles have to be sealed, and we cannot take half a bundle back for a change of mind. The only exception is damage, below.

Store credit, within 30 days

A sealed, unused bottle in its original packaging can come back for store credit at what you paid, if the request is logged through our online portal within 30 days of the purchase date. Keep the free 3ml either way. Once we have received and inspected the bottle we issue the credit.

Exchanges, within 30 days

Fragrance is personal, so a sealed bottle can be swapped for a different scent within the same 30 days, subject to what is in stock on the day. The prepaid courier label back to us is free, for everyone. If the scent you want has sold out by the time your parcel reaches us, the value comes back as store credit instead.

Cash refunds, within 14 days

A completely unopened bottle can go back to your card instead of to store credit, if the request is logged within 14 days of the purchase date. The refund is less the R125 return delivery fee, and once we have received and inspected the bottle it takes a further 7 to 14 days to clear on your bank's side. The free 3ml is yours to keep; we never want it back and sending it anyway changes nothing.

Damaged, faulty or wrong

If something arrives damaged, faulty, or is simply not what you ordered, tell us as soon as you notice and send clear photographs through the portal. There is no deadline on a fault: a bottle that starts leaking in week six still has a route. Once we have confirmed it, you choose between a refund, store credit, or a different scent, and the courier back to us is on us.

This is also the one case where a bundle splits. If only one of the two bottles is damaged, send that one back on its own and keep the other.

It does not cover minor packaging damage that does not affect the product, or damage caused after delivery.

Sale and discounted items

They are returnable on exactly the same terms as everything else: sealed, unused, and inside the window. A discount changes the price and nothing else.

3ml samples

3ml samples are never returnable, refundable, exchangeable, or eligible for store credit, whether they came free with a 50ml or were bought on their own. Keep them.

Getting it back to us

You need your order number and the email you ordered with. The request takes about two minutes, and at the end you choose a Pargo drop-off point or a courier collection from your door. We book the courier and send the label for you. From there it is a week or two on the road to us, we inspect it the same week it arrives, and we message you at every step.

Limits on repeat exchanges

We may cap repeated exchanges at our discretion. This is decided by JUCE Fragrances, and anyone we believe is working the system rather than using it may be excluded from the exchange service.

Anything else

Start a return or an exchange from the returns portal. If you get stuck, or you are not sure which of the routes above is yours, email support@juce.co.za and a person will answer.

These terms may change at any time. Nothing here affects your rights under the Consumer Protection Act.

Updated: 28 August 2026