The Scent VaultPerfumes

Refund & Returns Policy

Last updated: July 2026

We want you to love your fragrance. Because perfume is a sealed hygiene and safety product, this policy balances fair returns with the health regulations that protect every customer.

The short version

  • Unopened, sealeditems — returnable or exchangeable within 7 days.
  • Opened or usedperfumes — cannot be returned for hygiene reasons, unless faulty.
  • Faulty, damaged or incorrectitems — we’ll replace or refund them, in full.

1. Timeframe

You must notify us within 7 days of receiving or collecting your order to request a return or exchange. Change-of-mind requests after 7 days cannot be accepted.

2. Change-of-mind returns (unopened items)

We’ll accept a return or exchange if all of the following are true:

  • It is within 7 days of delivery or collection;
  • The item is unopened, unused and in its original sealed packaging (including any cellophane, box and labels); and
  • You provide your order number or proof of purchase.

Change-of-mind returns are exchanged for another fragrance or refunded to your original payment method. The delivery fee (R 120,00) is non-refundable, and return shipping is at your cost.

3. Opened or used perfumes

For health and safety reasons, we cannot accept returns or exchanges on perfumes that have been opened, sprayed, or had their seal broken, unless the item is faulty. This is standard practice for fragrance and cosmetics and protects all our customers.

4. Faulty, damaged or incorrect items

If your item arrives damaged, defective, or is not what you ordered, we’ll make it right with a replacement or full refund, including delivery costs. To claim:

  • Contact us within 48 hours of delivery or collection;
  • Send clear photos of the item, the fault or damage, and the packaging;
  • Keep the item and all packaging until the claim is resolved.

All faulty-item claims are inspected, and genuine faults are always honoured.

5. What we can’t accept

  • Perfumes that have been opened, sprayed or unsealed (unless faulty);
  • Testers, samples or gifts-with-purchase;
  • Items without a valid order number or proof of purchase;
  • Change-of-mind returns after 7 days, or damage claims after 48 hours;
  • Items damaged by misuse after delivery.

6. How to start a return

Message us with your order number (and photos for damage claims):

We’ll confirm whether your return qualifies beforeyou send anything back. Please don’t ship items back without confirmation, as unauthorised returns cannot be processed.

7. Refunds

  • Approved refunds are made to your original payment method— not to cash or a different account.
  • Once we receive and inspect the returned item, refunds are processed within 7 business days (your bank may take a little longer to reflect it).
  • The delivery fee is only refunded when the return is due to our error (faulty, damaged or incorrect item).

8. Exchanges

Prefer a swap? Unopened items can be exchanged for another fragrance of equal value (or greater, paying the difference) within the 7-day window.

9. Authenticity guarantee

Every fragrance we sell is 100% genuine. If you ever have a concern about authenticity, contact us with your order number and we’ll assist promptly.

10. In-store purchases

Items bought in-store at 169 Bram Fischer Dr, Ferndale, Randburg, 2194follow the same conditions — bring your receipt and the sealed item within 7 days.

11. Your rights

Nothing in this policy limits your rights under South Africa’s Consumer Protection Act or the Electronic Communications and Transactions Act, including cooling-off rights on qualifying online purchases (which do not apply to unsealed hygiene products).

12. Contact us

Need help with a return? Email thescentvaultperfume@gmail.com or use our contact page.