Refund and Returns Policy

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30-day returns

We have a 30-day return policy. You have 30 days from the day your order arrives to request a return.

How to start a return

Email us at support@scentsillage.co.za or call 082 075 0486, and tell us your order number and the reason for the return.

If your return is approved, we'll send you instructions on how and where to send your parcel.

Please don't post anything back to us before contacting us. Items sent to us without an approved return can't be accepted, and we may not be able to trace them.

Where returns are sent

Once your return is approved, send it to:

SCENT SILLAGE Corner Bekker Road and Jason Close Midrand, Johannesburg 1682 South Africa

Who pays for return shipping

Return shipping is at your own cost unless the item arrived faulty, damaged or incorrect, in which case we cover it in full.

Condition of returned items

Because a scent locket only tells you whether it works for you once you've worn it, we accept returns on items that have been worn.

We do ask that the locket comes back complete; with its chain, its gift box and any unused felt pads,  and in a condition that shows it's been worn, not damaged. Returns that arrive broken, engraved, altered or missing parts can't be refunded.

Damages, faults and wrong items

Please open your parcel as soon as it arrives and check it.

If anything is faulty, damaged in transit, or simply not what you ordered, contact us straight away at support@scentsillage.co.za with a photo. We'll replace it or refund you in full, and we cover the return shipping. You won't be out of pocket for our mistake.

What we can't take back

• Gift cards
• Items that have been engraved, altered or personalised at your request
• Items returned after 30 days
• Items returned damaged, broken or incomplete

Exchanges

The quickest way to get something different is to return what you have and place a new order once your return is approved. That way you're not waiting on two parcels in sequence.

Your rights under South African law

Nothing in this policy takes away the rights you have under the Consumer Protection Act (68 of 2008) or the Electronic Communications and Transactions Act (25 of 2002).

Because you're buying online, ECTA gives you the right to cancel your order for any reason within 7 days of receiving it, without giving us a reason. You'd be responsible for the direct cost of returning the goods, and we'll refund you within 30 days.

Our 30-day policy above is longer and more generous than the legal minimum, and it applies in addition to your statutory rights.

Refunds

We'll email you as soon as your return arrives and has been checked, and let you know whether the refund was approved.

If approved, the money goes back to your original payment method within 10 business days. Your bank or card provider may take a few days longer to show it, which is outside our control.

If more than 15 business days have passed since we told you your refund was approved and you still don't see it, contact us at support@scentsillage.co.za and we'll chase it.

Contact us

Email: support@scentsillage.co.za Phone: 082 075 0486