Refund and return policy

How to return

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at customercare@scentman.co.za. Returns must be sent to: 8 Incubation Drive, Riversands Incubation Hub, Unit R10, Block 2, Fourways, 2191.

If your return is accepted, we will send a return shipping label and instructions. Items sent back without first requesting a return will not be accepted. You can always contact us for return questions at customercare@scentman.co.za.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods, custom products and personal care goods (including opened fragrance and beauty products) for hygiene reasons. We also do not accept returns of hazardous materials, flammable liquids or gases. Please get in touch if you have questions about a specific item.

We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason. As above, the item must be unused, with tags, in original packaging, with proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be refunded on your original payment method within 10 business days. Your bank or card company may take additional time to post the refund.

If more than 15 business days have passed since we approved your return, contact customercare@scentman.co.za.