Refund policy

Returns Policy

Requirements for Acceptable Returns

1) Original Packaging and Condition

To qualify for a return, the item must be unused, in its original condition, and returned exactly as received.

We cannot accept returns where:

Seals are broken, tampered with, or removed
Perfumes, mists, oils, or liquid products have been opened, tested, used, or sprayed
Boxes have been opened, inner sleeves removed, protective films removed, or labels or tags detached
Packaging is damaged, marked, written on, or has stickers applied directly to the product packaging
Any original inclusions are missing, including caps, inserts, cartons, pamphlets, or accessories

All eligible items must be returned within the applicable 30-day return period outlined in this policy.

2) Outer Packaging

Items must be returned in protective outer packaging such as a box, sleeve, or mailer. Products may not be handed to the courier in retail packaging only.

The original shipping box is not required, provided the parcel is adequately protected for transit.

3) Timely Return Submission

Returns must be initiated and dispatched within 30 calendar days of delivery. Items received outside this timeframe may be refused or assessed at Scentemy’s discretion.

Non-Returnable Items — Hygiene & Safety

Certain items are not eligible for return due to health, hygiene, safety, or product integrity reasons, unless required by law, for example defective goods under the CPA.

The following items cannot be returned once opened, unsealed, tested, used, sprayed, or swatched:

Perfumes
Body mists
Room or home mists
Roll-ons
Oils
Lotions
Body washes
Shampoos
Conditioners
Deodorants
Similar consumable or hygiene-sensitive products

The following are also non-returnable:

Gift cards, vouchers, discount codes, or store credit
Personalised or customised products, where applicable

Return Shipping and Costs

The customer is responsible for return shipping on all eligible returns, unless the return is due to an error by Scentemy or a verified defect.

No restocking fee applies.

Scentemy does not provide prepaid return labels and is not liable for loss or damage during transit. Customers are encouraged to use a reputable courier and retain proof of shipment.

Return Timeframes

Change of Mind, Unwanted Items, Incorrect Items, or Misdescribed Goods

Returns may be requested within 30 calendar days of delivery, provided the item is unused, unopened, in its original packaging, with seals intact, and in a resaleable condition.

No restocking fee is charged.

Defective or Unsafe Goods — CPA Sections 55–56

Defective or unsafe goods may be returned within 6 months of delivery for repair, replacement, or refund in accordance with the Consumer Protection Act.

If a repaired item fails again within 3 months, the customer may request a replacement or refund at no cost.

Getting Your Return Ready

Packaging Standards

Items must be securely packed in protective outer packaging. No courier labels or waybills may be attached directly to retail packaging.

Returns received without adequate outer protection may be rejected.

Condition of the Product

All returned items must remain unopened and unused, with all packaging components intact, including sleeves, inserts, seals, caps, cartons, and included materials.

Missing Parts or Components

If a return is received with missing components, Scentemy will notify the customer.

The customer has 24 working hours to provide tracking details for the missing items. Failure to do so may result in rejection of the return or a partial refund after assessment.

Responsibility During Transit

Goods in transit remain the responsibility of the customer and/or the courier until received and verified by Scentemy.

Wrong Goods, Damage, or Missing Items

Wrong Item Delivered

If the incorrect item is delivered, the customer must notify Scentemy within 30 calendar days of delivery.

Collection and replacement will be arranged at our cost. Refunds will only be processed if replacement stock is unavailable.

Damaged on Delivery

Orders must be inspected on delivery. Visible damage must be reported within 24 hours of delivery to allow investigation with the courier.

Damage caused by misuse, improper handling, or third-party handling is not covered.

Missing Items

Missing items or components must be reported within 30 calendar days of delivery.

Scentemy will arrange delivery of missing items at our cost where the missing item is verified.

Bundles, Sets, and Promotional Offers

Bundles, kits, sets, and promotional offers must be returned in full with all included items and packaging.

Individual components cannot be returned separately.

Where a promotional offer was applied to the original order, any refund, store credit, or exchange will be assessed based on the amount actually paid and the full promotional structure of the order.

Return Requests Before Delivery

Return requests will not be accepted while an order is still in transit and within Scentemy’s stated delivery timeframe.

Once delivery is completed, returns may be requested within the applicable 30-day return period.

Rejected Returns and Unclaimed Items

If a return is rejected, the customer must arrange collection within 30 calendar days of being notified.

Uncollected items may be considered abandoned and disposed of at Scentemy’s discretion.

Refunds, Store Credit, and Exchanges

Available Options

Subject to approval, customers may receive:

Refund to the original payment method
Store credit
Exchange, subject to availability

Refunds

Refunds are processed to the original payment method and may take up to 12 business days, plus bank clearing time.

Initial shipping fees and return shipping costs are non-refundable, unless the return is due to an error by Scentemy or a verified defect.

Store Credit

Store credit is issued within 3 business days of approval and has no cash value.

Exchanges

Exchanges are subject to product availability.

If the replacement item is higher in value, the difference must be paid. If the replacement item is lower in value, a refund or store credit may be issued.

Vouchers and Coupon Codes

Refunds apply only to the amount actually paid.

Discount values are not refundable and may be reissued as store credit where applicable.

Example: If an order total is R200 and a R10 coupon is used, the customer paid R190. Only the R190 paid amount is refundable.

Coupons and discount codes:

Cannot be exchanged for cash
Are non-transferable
Are considered redeemed once used, unless stated otherwise

Contact

For return enquiries, please contact Scentemy via the Contact page to ensure your request is logged and tracked correctly.