Refund policy

Returns, Refunds & Exchanges

Due to hygiene and contamination issues, there are strictly no returns, refunds or exchanges on fragrance oils. We recommend purchasing smaller volumes to conduct testing in your intended formulations. Testing and formulating in accordance with the IFRA documentation provided is the responsibility of the buyer. 

Exceptions - Damages and Delivery Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you have received the incorrect item. If it's been more than 5 working days since receipt, or if the parcel has been transported to a location outside of the original delivery address, we will be unable to assist.

Damaged on delivery: If you receive items in packaging that is damaged upon delivery, please contact us on sales@silkroute.co.za. Our customer service team will request images of the damaged packaging,  and the outer shipping carton to evaluate the issue. After inspection, we will validate the request and uplift/ replace damaged deliveries, free of charge.

Incorrect Items: If you have received the incorrect item, please contact us on sales@silkroute.co.za. Our customer service team will evaluate and validate the error to arrange a correction, free of charge.

Disclaimer: Storage, Usage & Testing

All fragrance oils need to be stored out of direct sunlight, in a cool, dark place. Keeping the oils stored in the black bottles provided will assist in protecting against UV damage, however, this will not protect from heat damage. Oils damaged by improper storage are the responsibility of the buyer, and will not be covered by our returns policy.

Fragrance oil can be degraded by heat and UV light. Colour and composition changes can occur when exposed to certain environmental elements, solvents, bases and ingredients. Oxidisation caused by exposure to UV light and oxygen can give oils a darkened appearance. Improper usage is not covered by our returns policy. 

In-house testing of formulations solvents and bases is highly recommended to ensure compatibility and long-term stability. Correct formulation and testing in accordance with provided IFRA documentation is the responsibility of the buyer. 

You can always contact us for any return question at sales@silkroute.co.za.