Returns & Cancellations

Returns and cancellations

This page sets out your rights and how to use them. Nothing here removes any right you have under Nigerian law.

Your right to return

Section 120 of the Federal Competition and Consumer Protection Act 2018 gives you the right to return goods to the supplier, at the supplier’s risk and expense, and to receive a full refund, where the goods do not meet the standard the Act requires.

Beyond that statutory right, we will accept a return of any unopened, unused item within 7 days of delivery for a full refund of the purchase price. Tell us at info@thescents.co.za within those 7 days. Where the return is simply a change of mind, you pay the cost of sending the goods back.

Faulty, unsafe or misdescribed goods

Section 131 of the FCCPA gives you the right to goods that are of good quality, in good working order and free of defects, and that are reasonably suitable for the purpose they are generally used for. Section 132 gives you six months from delivery to return goods that fail that standard, and you choose whether we repair, replace or refund.

Where goods are faulty, unsafe or not as described, we pay the cost of the return. You are never out of pocket for something that was wrong.

Sealed cosmetic products

Fragrance is a sealed cosmetic product. Once the manufacturer’s seal is broken we cannot resell the item, so a change-of-mind return is only possible while the seal is intact. This does not limit your rights under sections 120, 131 and 132 of the FCCPA if the item is faulty or not as described.

How to return something

1. Email info@thescents.co.za with your order number and whether you are returning for a refund or reporting a fault.
2. We reply with a return reference and the address.
3. Pack the item so it survives the journey. Fragrance is glass and flammable; it must go by road, not air.
4. Keep proof of postage. We process the refund once the goods reach us.

Refunds

Refunds go back to the method you paid with, within 14 days of us receiving the goods. We do not refund to a different account.

Complaints

Write to info@thescents.co.za; we aim to acknowledge within two working days. If we cannot resolve it, you may refer the matter to the Federal Competition and Consumer Protection Commission (fccpc.gov.ng), which handles consumer complaints under the Act.