Refund policy

Refund Policy

1. Our Commitment

We stand behind every product we sell. If your Scentiks™ diffuser or essential oil arrives damaged, defective, or is not as described, we will offer you a replacement, exchange, or full refund — no questions asked.

2. Eligibility for Returns & Refunds

You may request a return or refund in the following circumstances:

  • Damaged on arrival: Your item arrived broken or visibly damaged during transit
  • Defective product: Your diffuser has a manufacturing defect within 6 months of purchase
  • Wrong item received: You received a different product or scent than what you ordered
  • Not as described: The product materially differs from what was described on our website

Under the Consumer Protection Act, you also have the right to return goods within 10 business days of delivery if the goods are in their original, unused condition and packaging. This cooling-off period applies to direct marketing purchases.

3. Items Not Eligible for Return

  • Essential oil bottles that have been opened and used (for hygiene and safety reasons)
  • Items returned more than 30 days after delivery (unless defective)
  • Items that have been misused, dropped, or damaged by the customer
  • Gift cards

4. How to Request a Return or Refund

Please follow these steps to initiate a return:

  1. Email us at scentiks@gmail.com with your order number, a brief description of the issue, and photos of the item (if damaged or defective)
  2. We will review your request within 2 business days and confirm whether your return is approved
  3. If approved, we will provide return instructions. In most cases of damage or defects, we will not require you to return the item — we'll simply send a replacement
  4. Once a return is received and inspected (where applicable), your refund or replacement will be processed within 5–7 business days
Please do not return items without contacting us first. Unauthorised returns may delay or complicate your refund.

5. Refund Method & Timing

Approved refunds will be issued to your original payment method. Please allow the following timelines:

  • Card payments: 5–10 business days to reflect (depending on your bank)
  • EFT / bank transfer: 3–5 business days

We will send you a confirmation email once your refund has been processed on our side.

6. Exchanges

If you'd like to exchange your product for a different scent or item of equal value, please contact us at scentiks@gmail.com within 14 days of receiving your order. Exchanges are subject to product availability.

For exchanges due to customer preference (not damage or defect), the customer is responsible for return shipping costs. We will cover the shipping cost of the replacement.

7. Shipping Costs for Returns

  • Damaged, defective, or incorrect items: Scentiks™ covers all return shipping costs
  • Change of mind returns (within 10-day CPA cooling-off period): Customer is responsible for return shipping

8. CPA Consumer Rights

Nothing in this policy limits your rights under the Consumer Protection Act of South Africa. If you believe a product is unsafe, defective, or poses a risk, you have additional rights under the CPA including the right to:

  • Return goods within 6 months if they are defective (Section 56)
  • Choose between a repair, replacement, or refund for defective goods
  • Cancel a transaction resulting from direct marketing within 5 business days (Section 16)

9. Contact Us

For any questions about returns, refunds, or exchanges: