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.

To initiate a return, kindly email us at sales@scentimental.co.za with your order number.

Costs for Returns or Exchanges

For Returns (Refunds):
A fee of R150 plus a 10% handling charge 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 3 business days.
  • 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 or 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.
  • Sale items (only full-priced items are eligible for refund or exchange).

Contact Us

If you have any questions or need further assistance, please reach out to us via: