Returns & Cancellations

Returns and cancellations

This page sets out your rights and how to use them. Nothing here removes any right you have under South African law.

Your seven-day cooling-off right

Because you are buying electronically, section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives you the right to cancel without giving any reason, within seven days of receiving the goods.

To use it, tell us in writing at info@thescents.co.za within those seven days, then return the goods. We will refund the full purchase price within 30 days of the cancellation.

Under section 44(2) you are responsible for the direct cost of returning the goods. They must come back in the condition you received them.

Faulty, unsafe or misdescribed goods

Section 56 of the Consumer Protection Act 68 of 2008 gives you an implied warranty of quality for six months from delivery. If goods are defective, unsafe or not as described, you may return them within that period and you choose whether we repair, replace or refund. There is no charge to you for that return.

Section 55 gives you the right to goods of good quality, in good working order and free of defects. Section 20 gives you the right to return goods you did not agree to buy, or that are materially different from what was described.

How to return something

1. Email info@thescents.co.za with your order number and what is wrong, or use the returns form in your account.
2. We will reply with a return reference and the address to send to.
3. Pack the item so it survives the journey. Fragrance is glass and flammable; it must travel by road courier, not by air.
4. Once it reaches us we inspect it and process your refund, repair or replacement.

Refunds

Refunds go back to the method you paid with. We do not refund to a different card or account. Under the seven-day cooling-off right the original delivery charge is refunded but the cost of sending goods back is yours. Where goods were faulty or misdescribed, you are not out of pocket for anything.

What we cannot take back

We cannot accept a fragrance that has been used or sprayed, unless it is defective. This does not limit the six-month warranty above or any other right under the Consumer Protection Act.

If we cannot agree

If you are unhappy with how we have handled a complaint, you may refer it to the National Consumer Commission or to a recognised consumer goods ombud. We will co-operate with either.