Refund policy

Returns & Refund Policy

At DRIFTMARK™, we want you to shop with confidence. This Returns & Refund Policy complies with applicable South African consumer protection laws, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 7 days of delivery.

To qualify for a return, the item must:

  • Be unused and in its original condition

  • Be returned with all original packaging and accessories

  • Include all supplied components

  • Show no signs of installation, use, damage, or wear

Once your return is inspected and approved, a refund will be processed to your original payment method.

Please note:

  • Original shipping charges are non-refundable.

  • The customer is responsible for return shipping costs unless the return is due to our error.

  • Returned items that do not meet these conditions may be refused or subject to a reasonable handling or restoration fee where permitted by law.

2. Faulty or Defective Products

If your product is faulty, defective, or does not function as intended, please contact us as soon as possible.

Under the Consumer Protection Act, qualifying defective products may be eligible for:

  • Repair

  • Replacement

  • Refund

depending on the circumstances and applicable law.

We may request photographs, videos, or additional information to help assess the issue before approving a return.

3. Incorrect or Damaged Orders

If you receive:

  • the wrong item,

  • an item damaged during delivery, or

  • an incomplete order,

please notify us within 48 hours of delivery.

Where confirmed, DRIFTMARK™ will arrange an appropriate replacement, refund, or other suitable resolution at no additional cost to you.

4. Signature Fragrance Bottles

Due to hygiene and product safety reasons, Signature Fragrance Bottles cannot be returned or exchanged once opened or used, unless they are faulty, defective, or supplied incorrectly.

Unopened fragrance bottles may be eligible for return under our change-of-mind policy.

5. Non-Returnable Items

The following items are not eligible for return unless required by applicable South African law:

  • Used products

  • Installed products

  • Products damaged through misuse, negligence, accidents, or unauthorized modifications

  • Products returned without original packaging where the packaging forms part of the product

  • Opened Signature Fragrance Bottles (unless defective)

6. Return Shipping

Unless the return is due to our error or a confirmed faulty product, customers are responsible for the cost of returning items to DRIFTMARK™.

We recommend using a tracked courier service, as we cannot accept responsibility for returns lost in transit.

7. Refund Processing

Approved refunds will be processed using the original payment method.

Please allow 5–10 business days after approval for the refund to reflect, depending on your payment provider.

8. Warranty

Where applicable, DRIFTMARK™ products are covered by the manufacturer's warranty against manufacturing defects.

This warranty does not cover:

  • Normal wear and tear

  • Accidental damage

  • Water or liquid damage

  • Improper installation

  • Misuse or abuse

  • Unauthorized repairs or modifications

Nothing in this policy limits your statutory rights under South African consumer protection legislation.

9. How to Request a Return

To request a return, please contact our support team with:

  • Your order number

  • Full name

  • Reason for return

  • Photos or videos (if applicable)

Our team will guide you through the return process.

Important

This policy does not limit or exclude any rights afforded to consumers under the Consumer Protection Act or any other applicable South African law.