Refund policy

Last updated: January 2, 2026

Zen Create sells a range of products, including branded fragrance products sourced from third-party suppliers such as Fine Fragrance Collection. This Returns & Refunds Policy explains your rights and our obligations under the South African Consumer Protection Act (CPA).

Please read this policy carefully before placing an order.

Order Fulfilment & Collection

At this stage, Zen Create operates on a work-from-home basis. Orders are fulfilled via collection by arrangement only. We do not currently offer courier or shipping services.

Collection details will be shared privately with customers after order confirmation and payment.

Cooling-Off Period (CPA)

In accordance with the Consumer Protection Act, customers may cancel an online purchase within 7 (seven) days of collection, provided that:

  • The product is unused
  • The product is unopened
  • The original seal is intact
  • The product is returned in its original packaging

If these conditions are met, a refund will be issued once the item has been returned and inspected.

Hygiene & Sealed Product Policy (Important)

Due to the hygienic and personal nature of fragrance products:

  • Opened or used fragrances cannot be returned or refunded
  • Products with a broken seal are not eligible for return
  • This applies even in cases of “change of mind”

This policy is permitted under the Consumer Protection Act when clearly disclosed prior to purchase.

Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged at the time of collection
  • Defective due to manufacturing issues
  • Incorrect or different from what was ordered

Please notify us within 48 hours of collection, together with clear photos and your order number.

Once verified, we will offer one of the following:

  • A replacement (subject to availability), or
  • A full refund to the original payment method

Items Not Eligible for Return

  • Opened or used fragrances
  • Products with damaged or removed seals
  • Products damaged due to misuse or negligence
  • Returns reported outside the allowed timeframe

Refund Processing

Approved refunds will be processed:

  • To the original payment method used
  • Within 5–10 business days after inspection and approval

Processing times may vary depending on your bank or payment provider.

Order Cancellations

Orders may be cancelled for a full refund before collection. Once an order has been collected, standard return conditions apply.

Contact Us

If you have any questions or wish to request a return or refund, please contact us at:

Email: admin@zencreate.co.za
Address: 1 Hercules Rd, Springdale, Gqeberha, Eastern Cape, 6020, South Africa