Returns & Refunds Policy

Last updated: 2 October 2026

At The Scent Exchange SA, we take care when preparing and packaging every order. If you receive a product that is damaged, defective, or different from what you ordered, please contact us so that we can assess the issue and assist you.

1. Return Period

We offer a 30-day return period for eligible products.

You have 30 days from the date you receive your order to contact us regarding an eligible return.

Our returns process applies primarily to products that are:

  • Damaged or broken upon arrival

  • Defective

  • Incorrectly supplied

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer-protection legislation.

2. Eligibility for a Return

To be considered for a return, the product should, where applicable:

  • Be unused

  • Remain in its original packaging

  • Include its original tags, seals or packaging where applicable

  • Be accompanied by proof of purchase or your order details

For fragrance products, we strongly recommend not opening or using the product if you believe that you have received the incorrect item.

We may request photographs or other information to assess the condition of the product before approving a return.

3. Incorrect Items

If you receive an item that is different from what you ordered, please do not open or use the product.

Contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Photographs of the product and packaging

Once the issue has been verified, we will arrange the appropriate resolution, which may include a replacement or refund, subject to applicable law and product availability.

4. Damaged or Broken Items

Please inspect your order when it arrives.

If your fragrance arrives broken, leaking or otherwise damaged, contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • Photographs of the outer packaging

  • Photographs of the product

  • A description of the damage

Do not dispose of the product or packaging until we have completed our assessment, as these may be required when investigating the claim.

Where the damage occurred before or during delivery and the claim is accepted, we will work with the relevant delivery provider to resolve the issue.

5. Defective Products

If you believe that a product is defective, contact us with your order details and a description of the problem.

We may request photographs, videos or additional information where necessary to assess the issue.

Where a defect is confirmed, we will provide an appropriate remedy in accordance with applicable consumer-protection requirements.

6. Change of Mind and Fragrance Preference

Because fragrance products are personal-use products, we do not generally accept returns simply because a customer does not like, enjoy or prefer the scent after opening or using the product.

We therefore recommend reviewing the product information carefully before purchasing.

A customer's personal preference regarding the smell of a fragrance does not, by itself, establish that a product is defective or incorrectly supplied.

This does not affect any consumer rights that cannot lawfully be excluded.

7. Product Description and Fragrance Characteristics

Customers are responsible for reviewing the product information provided on the website before completing a purchase.

Fragrance perception is subjective and can differ between individuals due to skin chemistry, personal preference and other factors.

Differences in personal perception of a fragrance do not necessarily indicate that the product is defective.

Where a product is described as an inspired, comparable or fragrance-profile product, customers should review the relevant product description before purchasing.

8. Order Cancellations

Once an order has been successfully submitted and payment has been processed, we may begin preparing the order for dispatch.

Customers should contact us as soon as possible if they believe an order contains an error.

Cancellation requests are not guaranteed once an order has entered processing or has been dispatched.

Nothing in this section limits any cancellation or cooling-off rights that may apply under South African law.

9. How to Request a Return

Before sending anything back, you must contact us first.

Send your return request to:

Email: thescentexchange@outlook.com
Telephone / WhatsApp: +27 71 610 1180

Please include:

  • Your full name

  • Order number

  • Product concerned

  • Reason for the return

  • Photographs or other supporting information where applicable

We will review the request and provide return instructions if the return is approved.

Items returned without first contacting us may not be accepted.

10. Return Shipping

Where a return is accepted because the product was incorrectly supplied, damaged or defective, we will advise you of the appropriate return process.

Depending on the circumstances, we may:

  • Arrange collection through our courier provider; or

  • Provide instructions for returning the product.

Where the customer is responsible for arranging the return courier, the customer may be responsible for the associated shipping costs.

Any return-shipping charge communicated to the customer will be confirmed before the return is arranged.

11. Refunds

Once we have received and assessed the returned product, we will notify you whether the return has been approved.

If approved, the applicable refund will be processed using the appropriate payment method, subject to the processing time of the relevant payment provider.

The time taken for funds to reflect in your account may vary depending on your bank or payment provider.

12. Replacements

Where an incorrect, damaged or defective product is confirmed, we may offer a replacement where the same product is available.

If a replacement is unavailable, an appropriate alternative remedy may be offered in accordance with applicable law.

13. Items That Cannot Be Returned

Subject to applicable statutory consumer rights, opened or used fragrance products generally cannot be returned solely because the customer has changed their mind or does not like the fragrance.

Products that have been intentionally damaged, misused or altered after delivery may also not qualify for a return where the applicable issue was caused by the customer.

14. Contact Us

For questions regarding returns, refunds or replacements, contact:

The Scent Exchange SA
Email: thescentexchange@outlook.com
Telephone / WhatsApp: +27 71 610 1180
Website: thescentexchange.co.za

Please include your order number when contacting us about an existing purchase.

15. Consumer Rights

This policy is intended to operate alongside applicable South African consumer-protection legislation.

Nothing in this policy is intended to remove, restrict or waive a consumer right or remedy that cannot legally be excluded.

Where applicable law provides a customer with rights beyond those described in this policy, those legal rights will continue to apply.