Returns & Refunds Policy

Effective Date: July 2026

At Scent Shelf, we take great pride in providing authentic, high-quality fragrance decants. Due to the personal nature of fragrance products, we ask that you read our Returns & Refunds Policy carefully before placing an order.

This policy is designed to comply with the Consumer Protection Act (CPA) of South Africa while ensuring fairness to both our customers and our business.

1. Change of Mind

Due to hygiene and product integrity considerations, we do not accept returns or offer refunds if you:

  • Change your mind after purchasing.

  • No longer want the fragrance.

  • Dislike the scent.

  • Expected the fragrance to smell different.

  • Ordered the incorrect fragrance or size.

We encourage customers to carefully review fragrance descriptions, notes, and sizes before placing an order.

2. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Damaged during transit

  • Faulty

  • Leaking upon arrival

  • Incorrectly supplied

Please notify us within 48 hours of receiving your order by emailing info@scentshelf.co.za.

To assist us in resolving the matter quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product, the packaging, and the shipping label

Once your claim has been assessed, we will advise you of the appropriate resolution, which may include:

  • A replacement product

  • Store credit

  • A refund, where applicable

3. Return Eligibility

Where a return has been approved by Scent Shelf, the product must:

  • Be unused and unopened where reasonably possible.

  • Be returned in its original condition.

  • Include all items supplied with the order.

Returns sent without prior approval may not be accepted.

4. Fragrance Performance

Fragrance longevity and projection can vary based on factors including:

  • Individual skin chemistry

  • Weather and humidity

  • Application method

  • Storage conditions

As these factors are beyond our control, differences in fragrance performance are not considered faults and do not qualify for a refund or exchange.

5. Authenticity

All fragrances sold by Scent Shelf are professionally decanted from authentic retail bottles unless otherwise stated.

As fragrance preferences are highly personal, dissatisfaction with the scent itself does not constitute a product defect.

6. Refunds

Where a refund is approved, it will be processed using the original payment method wherever possible.

Please allow 5–10 business days for the refund to reflect, depending on your payment provider or financial institution.

7. Exchanges

Exchanges are only offered where:

  • The incorrect item was supplied.

  • The product arrived damaged.

  • The product is confirmed to be faulty.

We do not offer exchanges for personal fragrance preference or change-of-mind purchases.

8. Order Cancellations

Orders may only be cancelled before they have been packed or dispatched.

Once an order has been prepared for shipment or handed to the courier, it can no longer be cancelled.

If you wish to cancel your order, please contact us as soon as possible.

9. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act (CPA) or any other applicable South African legislation.

Where the CPA provides greater protection than this policy, the provisions of the CPA will apply.

10. Contact Us

If you have any questions regarding this Returns & Refunds Policy or wish to report an issue with your order, please contact us:

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