Store credit
A sealed, unused full-size bottle in its original packaging comes back for credit at what you paid. Keep the sample.
Returns and refunds
30 days for store credit or a swap, 14 for cash back. Start it here, finish it in about two minutes, and the answer comes straight back.
Start here
Send something back
Your order number and the email you ordered with. It takes about two minutes, and you choose a Pargo drop-off or a courier collection at the end. The same form logs a swap, if that turns out to be what you want.
What you can get back
Exchange
Swap a sealed 50ml for another scent instead, subject to stock. The courier back to us is free, for everyone.
How exchanges workCash refund
Only for a completely unopened bottle - the sample stays yours either way. Refunded less the R125 return fee, paid by EFT to your bank account within 7 to 14 days.
What qualifies
- 50ml, still sealed It arrives with a 3ml tester of the same scent, so you can try it before you commit to the big bottle. Credit or a swap within 30 days. Cash back within 14, as long as the box has not been opened at all.
- 10ml, still sealed Sealed is the whole test, because a 10ml does not ship with a 3ml tester of its own. Sealed it comes back for credit or swaps for another scent; opened it stays with you.
- The bundle (50ml + 10ml) It carries a 3ml tester of the same scent as well, so nothing in the box has to be opened to find out. It goes back as a pair, both bottles sealed. Open either one and the pair is out, and we cannot take half a bundle for a change of mind - the whole thing comes back or neither does. A damaged bottle is the exception, below.
- Anything damaged or wrong Send us photos and it is on us, whatever the date - a fault is not held to the change-of-mind window. Refund, credit or a different scent, you choose which. It is also the one time a bundle splits: if only one of the two bottles is damaged, send that one back on its own and keep the other.
- Sale and discounted items In, on the same terms as everything else: sealed, unused, inside the window. A discount does not make a sale final here.
- Anything opened or used The seal is the line. Once a bottle has been sprayed we cannot resell it, so it cannot come back.
- 3ml samples Never returnable and never needed back - free ones and bought ones alike. Keep them.
How it works
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Log it
Order number, email, what is coming back and why. If it arrived damaged, add photos here.
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Pack it
Original packaging, seal intact. The sample is yours to keep whatever the outcome - we never need it back.
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Drop off, or collection
A Pargo code for your nearest point, or a courier collection from your door - pick whichever suits.
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We check and settle
An answer in under a minute, with your label and collection booked. Then a week or two on the road to us.
Most asked questions
I have already opened it. Anything?
Not a return or a swap, no - the seal is the line for everyone, and that is exactly what the 3ml in the box was for. It is still worth telling us. Jennie can read what is actually in the bottle you did not get on with, point you at one you will, and if the mistake was ours she will put it right.
Who pays for the trip back?
Damaged or wrong on our side: we do, always. Swapping a sealed 50ml for another scent: we do that too, and the prepaid label is the same for everyone - no club, no tier, no minimum. Only a change of mind you want back in cash carries the return fee, which is R125 and comes off the refund. Either way a courier collection from your door costs nothing; the one thing you might spend is the trip to a Pargo point, if that is the route you pick.
How long until the money is back?
The answer is automatic: we check your photographs the moment you finish, it comes back in under a minute, and your label and collection are booked for you right there. Store credit lands on your account the moment it is approved. The only slow part is the box itself: a week or two on the road to us, and we check it the same week it arrives. A refund is then paid by EFT to your bank account and takes another 7 to 14 days to reach it, which is the one bit out of our hands.
I would rather have a different scent than the money.
Then you want an exchange, and it has a page of its own. Same 30 days, same sealed box, except we cover the courier back and you end up with another bottle rather than a refund.
How exchanges workI have lost my order number.
It is on your order confirmation email and it looks like #11348. Signed in, every order is in your account. If you cannot find it, Jennie can with the email address you ordered with.
Open your ordersSwapping rather than sending it back? That is hassle-free exchanges. The full terms live on the returns, refunds and exchanges policy. Anything else, support@juce.co.za.