Refund policy

RETURN, EXCHANGE & REFUND POLICY

 

We strive to ensure your satisfaction with every purchase. Please review our policy for returns, exchanges, and refunds below.

Eligibility for Returns and Exchanges

 

To qualify for a return or exchange, items must be:

 

Unused and in the same condition as received.

Returned within 7 days of delivery. Or the Customer have contacted us within 7 days of delivery.

 

Costs for Returns or Exchanges

 

For Returns (Refunds):

A fee of R150 plus a 10% handling fee will be deducted from your total refund if the return is approved. All items, including promotional gifts or free items, must be returned.

 

For Exchanges:

A fee of R150 will be added to your original order. Once payment is received, we will process your exchange. Please note:

 

Only one exchange is permitted per order.

Promotional gifts or free items cannot be exchanged.

Why Are There Costs Involved?

 

Shipping costs are non-refundable, as they are used to deliver your order or arrange collection. Handling fees cover the cost of managing returned items, as these cannot be resold.

Refund Process

 

Refunds will be processed after the returned items are inspected. If any concerns arise during inspection, we will contact you. Once approved:

 

Refunds will be processed within four business days of the return arriving at our premises, after inspection.

 

Timeframes for payment gateway refunds (e.g., Peach Payments, Pay Just Now, PayFast) may vary.

 

If additional banking details are required, we will contact you.

Non-Refundable and Non-Exchangeable Items

 

The following items cannot be returned or exchanged:

Items not in their original condition, damaged, or missing parts (not due to our error).

 

Certain health and personal care items. Body Sprays, Skin, Hair & Body Mists, Luxury Hand & Body Lotions, and Reed Diffusers cannot be returned

 

Sale items (only full-priced items are eligible for refund or exchange).

To Initiate a Return or Exchange

 

Kindly email us at sales@scentimental.co.za with the following information

 

Subject line ATT: Returns - Order Number (Insert Order Number)

 

Please insert the information below in your email

 

EXCHANGE / RETURN

 

1.            Why are you returning the item/s?

 

2.           Which are you sending back?

 

3.           Which would you like in return? Or would you like to return for a refund?

 

4.           What is the full collection address?

 

5.           Is the parcel ready for collection?