Returns and Refunds Policy for ScentRepublic

Last Updated: June 2026

At ScentRepublic, customer satisfaction is extremely important to us. We are committed to providing high-quality, authentic perfumes, fragrances, colognes, and related products through our online store.

We understand that occasionally a product may not meet your expectations, arrive damaged, or require a return for another valid reason. This Returns and Refunds Policy explains the conditions, procedures, and requirements for returning products purchased from ScentRepublic.

Please read this policy carefully before initiating a return request.

Our Commitment to Customer Satisfaction

We strive to provide customers throughout South Africa with a reliable and enjoyable online fragrance shopping experience.

If you experience any issues with your order, our customer support team will work with you to find a fair and reasonable solution in accordance with this policy and applicable consumer protection laws.

Eligibility for Returns

To qualify for a return, the following conditions must generally be met:

  • A return request must be submitted within 14 days of receiving your order.
  • The product must remain unopened, unused, and in its original condition.
  • All original packaging, seals, labels, inserts, promotional items, and accessories must be included.
  • The product must not show signs of use, tampering, or damage caused after delivery.
  • Proof of purchase or order confirmation must be provided.

We reserve the right to inspect all returned products before approving a refund or replacement.

Non-Returnable Products

Due to hygiene, health, and product integrity considerations, certain items may not be eligible for return.

These may include:

  • Opened perfumes and fragrances
  • Used products
  • Fragrance samples
  • Tester products
  • Gift cards or promotional vouchers
  • Clearance or sale items where specifically stated
  • Products marked as non-returnable at the time of purchase

Any exclusions will be clearly indicated where applicable.

How to Request a Return

If you wish to return an item, please contact ScentRepublic’s customer support team as soon as possible.
When submitting a return request, please provide:

  • Your full name
  • Order number
  • Product details
  • Reason for the return
  • Photographs where relevant (especially for damaged or incorrect items)

Our support team will review your request and provide instructions regarding the next steps.

Where approved, you may be issued with a Return Authorisation Number (RAN) or other return reference details to assist with processing.

Preparing Your Return

To help ensure your return is processed efficiently, please:

  • Package the item securely to prevent damage during transit.
  • Include all original packaging and contents.
  • Clearly reference the return authorisation details provided by our support team.
  • Use a reputable courier or shipping service that offers tracking where possible.

Customers remain responsible for returned products until they have been received and inspected by ScentRepublic.

Return Shipping Costs

Unless otherwise required by applicable law, customers are generally responsible for the cost of returning products.
However, ScentRepublic may cover return shipping costs where:

  • The incorrect item was supplied.
  • The product arrived damaged.
  • The product is defective.
  • An error occurred on our part.

Where applicable, our customer support team will provide guidance regarding collection arrangements or reimbursement procedures.

Damaged, Defective, or Incorrect Products

We take great care in packaging and dispatching every order. However, if you receive a damaged, defective, or incorrect item, please notify us as soon as possible after delivery.

To assist us in resolving the issue quickly, please provide:

  • Your order number
  • Photographs of the product
  • Photographs of the packaging
  • A description of the issue

Once reviewed, we may offer:

  • A replacement product
  • A refund
  • Store credit
  • Another suitable resolution

Each case will be assessed individually to ensure a fair outcome.

Refund Process

Once your returned item has been received and inspected, we will notify you regarding the outcome of your return request.
Approved refunds will generally be issued to the original payment method used for the purchase.

Refunds may include:

  • The purchase price of the returned product
  • Applicable shipping costs where required by law or where the return resulted from our error
  • Please note that processing times may vary depending on your payment provider or financial institution.
  • Most refunds are typically processed within 3 to 7 business days after approval, although delays beyond our control may occasionally occur.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Verify your bank or payment account.
  • Contact your payment provider.
  • Contact your financial institution.
  • Contact our customer support team for assistance.
  • We will gladly help investigate any delays where possible.

Exchanges

At this time, ScentRepublic does not generally offer direct product exchanges.

If you would like a different product, we recommend:

  • Requesting a return in accordance with this policy.
  • Placing a new order for the desired item.

This process allows us to maintain inventory accuracy and ensure faster order processing.

Order Cancellations

  • Customers may request an order cancellation before the order has been processed or dispatched.
  • Once an order has been shipped, it may no longer be eligible for cancellation and will instead fall under the return process outlined in this policy.

If you wish to cancel an order, please contact our customer support team immediately.

Consumer Rights

Nothing contained in this Returns and Refunds Policy limits or excludes any rights available to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act (CPA).

Where legal rights provide greater protection than the terms outlined in this policy, those legal rights will prevail.

Supplier Fulfilment Notice

ScentRepublic operates primarily as an online fragrance retailer.

Many products are sourced through approved suppliers and distribution partners. While this allows us to offer a broader range of authentic fragrance products, fulfilment times may occasionally vary depending on supplier availability.

Our team remains committed to providing clear communication and timely support throughout the ordering and returns process.

Contact Us

If you have any questions regarding returns, refunds, damaged products, or order issues, please contact ScentRepublic’s customer support team.

Business Address
32 Kloof Street
Gardens
Cape Town
8001
Western Cape
South Africa

Important Notice

ScentRepublic operates as an online business.

The address listed above serves as our administrative office and is not a public retail store or warehouse location.
Products are stocked and fulfilled through approved suppliers and distribution partners.

If you wish to arrange a meeting or discuss a return in person, please contact us beforehand via email or WhatsApp.

Acceptance of This Policy

By placing an order through the ScentRepublic website, you acknowledge that you have read, understood, and agreed to this Returns and Refunds Policy.

Thank you for choosing ScentRepublic. We appreciate your trust and are committed to providing a secure, transparent, and customer-focused online fragrance shopping experience.

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