Refund and Returns Policy

Last Updated: 19 July 2026
At Lady L INUKA Fragrances, we are committed to providing our customers with quality
INUKA products and excellent service. Please read our Refund & Cancellation Policy carefully
before placing an order.

1. Order Cancellation
   Orders may only be cancelled before they have been processed or dispatched.
   If your order has already been packed or shipped, it can no longer be cancelled and must follow the Returns process outlined below.
   To request an order cancellation, please contact us immediately via:
   Email: onkgopotsemolebatsane1@gmail.com
   WhatsApp: 0646405926
   
2. Returns
   We accept returns under the following conditions:
    The item is unused.
    The item is unopened.
    The product remains in its original packaging.
    The return request is made within 7 days of receiving your order.
   For hygiene and safety reasons, we cannot accept returns of products that have been opened,used, or damaged after delivery unless the product is defective.
   
3. Damaged or Incorrect Products
   If you receive:
    The wrong product,
   A damaged product,
    Or a product with a manufacturing defect,
   Please notify us within 48 hours of delivery.
   
   Kindly include:
    Your order number
    Photos of the product
    Photos of the packaging
   Once approved, we will arrange a replacement or refund at no additional cost.
   
4. Refunds
   Once your returned product has been received and inspected, we will notify you of the outcome.
   If approved, your refund will be processed using the original payment method within 5–10
   business days, depending on your payment provider.
   Shipping fees are non-refundable unless the return is due to our error.
   
5. Non-Refundable Items
   The following items cannot be returned or refunded unless they are faulty:
    Opened perfumes
    Used fragrances
    Opened cosmetics
    Opened skincare products
    Gift cards
    Promotional or clearance items (unless defective)
   
6. Exchanges
   We only replace products if they are:
    Damaged,
    Defective,
    Or incorrect.
   We do not exchange products simply because a customer changes their mind or prefers a
   different fragrance after purchase.
   
7. Change of Mind
   If you change your mind before your order is dispatched, we will gladly cancel your order.
   Once your order has been shipped, it must comply with our Returns Policy before a refund can be considered.
   
8. Return Shipping
   Unless the return is due to our mistake or a defective product, customers are responsible for return shipping costs.
   We recommend using a trackable courier service when returning products.
   Lady L INUKA Fragrances is not responsible for returned parcels that are lost in transit.
   
9. Delivery Issues
   Please ensure that your delivery address and contact details are correct when placing your order.
   Lady L INUKA Fragrances cannot be held responsible for delays caused by:
    Incorrect delivery information
    Courier delays
    Weather conditions
    Public holidays
    Circumstances beyond our reasonable control
   
10. Contact Us
    For any questions regarding returns, cancellations, or refunds, please contact us:
    
    Lady L INUKA Fragrances
    Email: onkgopotsemolebatsane1@gmail.com
    WhatsApp: 0646405926
    Business Hours:
    Monday – Friday: 08:00 – 20:00
    Saturday: 08:00 – 20:00
    Sunday & Public Holidays: 08:00 – 17:0