Return & Refund Policy
Last Updated: 18 October 2026
At Ekhaya Scents, customer satisfaction is important to us. We take pride in providing quality perfumes, car fragrances, reed diffusers and home fragrance products.
Please review the following policy before requesting a return, exchange or refund.
1. Returns
For damaged, incorrect or defective products, we encourage customers to submit a return request within 7 days of receiving their order.
Return requests may be submitted where:
- A product was damaged during delivery.
- An incorrect product was delivered.
- A product is defective or does not meet applicable quality standards.
This seven-day notification period does not limit any longer statutory return, cancellation or remedy rights available under South African law.
Where reasonably applicable, returned products should include their original packaging, accessories and proof of purchase.
2. Non-Returnable Items
For hygiene, product integrity and quality assurance reasons, we generally do not accept discretionary returns or exchanges for:
- Opened or used perfumes, reed diffusers or fragrance oils.
- Products with broken seals, where the return is based solely on a change of mind.
- Sale, clearance or promotional products where no statutory return right applies.
These restrictions do not apply where a customer is legally entitled to a remedy for a defective, unsafe, incorrectly supplied or otherwise non-compliant product.
3. Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect product, please contact us as soon as possible, preferably within 48 hours of delivery.
Include the following information:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where available.
Once the issue has been assessed, we will arrange an appropriate replacement, repair or refund in accordance with applicable law, without charging the customer where the supplier is responsible.
The 48-hour reporting request is intended to help us investigate courier-related problems promptly and does not remove your statutory rights.
4. Defective Products
If a product is defective or fails to meet applicable quality standards, customers may have rights to return the product and request a repair, replacement or refund under the Consumer Protection Act.
Applicable statutory rights, including the six-month implied warranty of quality where relevant, take precedence over any shorter return period stated in this policy.
5. Refunds
Once a return has been received and assessed, we will communicate the outcome of the request.
Where a refund is approved or legally required:
- Refunds will ordinarily be processed using the original payment method where possible.
- Please allow approximately 5–10 business days for funds to reflect, depending on your bank or payment provider.
- Refunds required by law will be processed within the applicable legal timeframe.
If more than 15 business days have passed since your refund was approved, please contact us for assistance.
6. Return Shipping Costs
Where a return is required because of an incorrect, defective or damaged product for which Ekhaya Scents is responsible, applicable return costs will be handled in accordance with South African consumer law.
For discretionary returns that we agree to accept, return delivery costs may be the customer’s responsibility, provided this is communicated and legally permitted.
7. How to Request a Return
To request a return or refund, contact:
Ekhaya Scents
Email: hello@ekhayascents.store
Please provide your order number and a brief description of your request.
Our team will advise you of the next steps and any applicable collection or return arrangements.
8. Consumer Rights
Nothing in this policy excludes, restricts or overrides any rights customers may have under the South African Consumer Protection Act, Electronic Communications and Transactions Act, or other applicable legislation.
