Refund & Returns Policy
Last Updated: 24 August 2026
Scentuality Studio aims to provide quality products and a fair returns process.
This policy applies to purchases made through our website and, where applicable, direct retail orders.
Nothing in this policy excludes, restricts or waives any consumer right or supplier obligation that cannot lawfully be excluded under South African law.
1. CHANGE-OF-MIND RETURNS
Scentuality Studio does not provide a general voluntary change-of-mind return or exchange policy.
This means that, outside statutory rights, we do not accept returns simply because a customer:
- Changes their mind;
- No longer wants the product;
- Ordered the wrong fragrance;
- Ordered the wrong product;
- Selected the wrong variation;
- No longer needs the product; or
- Finds the product cheaper elsewhere.
However, statutory cooling-off and cancellation rights continue to apply where they legally apply.
2. ELECTRONIC TRANSACTION COOLING-OFF
Where an online transaction qualifies for the cooling-off provisions of ECTA, a consumer may have the right to cancel the transaction within seven days after receipt of the goods, without giving a reason or incurring a penalty, subject to the exclusions in ECTA.
The direct cost of returning the goods may be payable by the consumer where permitted by ECTA.
The ECTA cooling-off right does not apply to certain categories of transactions, including specified personalised, customised, perishable or otherwise excluded goods.
3. DIRECT-MARKETING TRANSACTIONS
Where a transaction results from direct marketing and CPA section 16 applies, a consumer may have the right to rescind the transaction within five business days in accordance with the Act.
Where ECTA section 44 applies, section 16 of the CPA does not apply to that transaction.
4. DEFECTIVE GOODS — STATUTORY WARRANTY
Nothing in this policy limits the consumer's rights under the CPA.
Under section 56 of the CPA, qualifying goods carry an implied warranty of quality.
Where goods fail to satisfy the applicable requirements of section 55, a consumer may return qualifying goods to the supplier within six months of delivery, subject to the Act.
Where section 56 applies, the consumer may, at the consumer's direction, require:
- Repair;
- Replacement; or
- Refund,
as provided by the CPA.
This statutory remedy is separate from any voluntary return policy offered by Scentuality Studio.
5. DAMAGED GOODS ON DELIVERY
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- Photographs of the product;
- Photographs of the packaging;
- Photographs of the shipping box; and
- A description of the damage.
We will assess the matter and provide the remedy applicable under the circumstances and applicable law.
Nothing in this section limits statutory rights.
6. INCORRECT PRODUCT SUPPLIED
If we supply an incorrect product, please contact us as soon as reasonably possible.
We will investigate the error and arrange the appropriate remedy.
7. HYGIENE, SEALED AND OPENED PRODUCTS
Certain products may not be eligible for a voluntary return once opened or unsealed because of hygiene, contamination, safety or product-integrity considerations.
This may include:
- Bath and body products;
- Cosmetics;
- Personal-care products;
- Perfume products;
- Fragrance oils;
- Room or linen fragrances; and
- Other products where opening or use affects hygiene or product integrity.
This does not remove any statutory remedy that applies where a product is defective, unsafe, incorrectly supplied or otherwise does not comply with applicable law.
8. OPENED OR USED PRODUCTS
Where a voluntary return is not legally required, we may refuse a return where a product has been:
- Used;
- Opened;
- Unsealed;
- Altered;
- Damaged through misuse; or
- Stored contrary to the applicable instructions.
This does not affect statutory consumer rights.
9. SALE AND PROMOTIONAL ITEMS
Sale and promotional products are subject to the same statutory consumer protections as other qualifying products.
However, Scentuality Studio does not provide voluntary change-of-mind returns or exchanges on sale or promotional items.
A promotional price does not remove statutory rights relating to defective or non-compliant goods.
10. PROMOTIONAL GIFTS
If a transaction is lawfully cancelled or returned and the order included a free promotional gift, the promotional gift may need to be returned where reasonably required as part of the applicable remedy.
11. RETURNS PROCESS
Please contact:
with:
- Order number;
- Customer name;
- Product concerned;
- Reason for the return;
- Photographs where relevant; and
- Any other information reasonably required.
We may request that the product be returned for inspection where appropriate.
12. RETURN SHIPPING
Where a return is required because the product is defective, incorrectly supplied or another statutory remedy applies, Scentuality Studio will handle return costs in accordance with applicable law.
For a statutory ECTA cooling-off cancellation, the direct cost of returning the goods may be payable by the consumer as provided by ECTA.
For voluntary returns that Scentuality Studio agrees to accept outside a statutory right, any applicable return shipping costs will be communicated before the return is authorised.
13. REFUNDS
Where a refund is applicable, it will generally be processed using the original payment method where reasonably possible.
The timing of the refund may depend on:
- Completion of the return process;
- Inspection where appropriate;
- Banking/payment-provider processing; and
- Applicable statutory timeframes.
14. EXCHANGES
We may offer an exchange where appropriate and where permitted by law.
An exchange is not automatically available for a voluntary change-of-mind request.
Where the CPA or another applicable law provides a particular remedy, the statutory remedy will prevail.
15. THIRD-PARTY STOCKISTS
Products purchased from an independent third-party stockist must ordinarily be returned or dealt with through the original retailer.
Scentuality Studio cannot process a return for a transaction where we were not the supplier of record.
This does not affect any statutory rights the consumer may have against the relevant supplier.
16. GIFTS
Where a product was purchased as a gift, any applicable statutory or contractual remedy remains attached to the original transaction.
Refunds will ordinarily be processed to the original purchaser/payment method unless otherwise required or agreed.
17. STORAGE AND USE
Customers must follow applicable product instructions, warnings and storage requirements.
Products should generally be stored appropriately and protected from conditions that could cause deterioration.
Damage resulting from misuse, improper storage or use contrary to instructions may affect a claim where permitted by law.
18. CONTACT
Scentuality Studio
Email: sales@scentualitystudio.co.za
Telephone: +27 74 690 8406
Physical Address: 7 Fagan Street, Randhart, Alberton, Gauteng, 1449, South Africa
(BY APPOINTMENT ONLY)