Refund policy

Returns

We have a 7-day return policy, meaning that you have 7 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition in which it was received, unused, unopened where applicable, and in its original packaging. Proof of purchase or your order number will also be required.

To request a return, please contact us at sales@conscent.co.za. Returns must be approved before any items are sent back. Items returned without first contacting our support team may not be accepted.

Where a return is approved, we will provide you with the relevant return instructions and return address.

Fragrances and Reed Diffusers

Fragrances and reed diffusers are personal-use products, and we cannot accept returns, refunds or exchanges solely because a customer does not personally like the scent or has changed their mind after purchasing.

Once a fragrance or reed diffuser has been opened or used, it cannot be returned to stock or resold for hygiene and quality-control reasons.

This does not affect any rights you may have under applicable South African consumer protection legislation.

Made-to-Order and Sample Pack Orders

Certain products are made to order or prepared specifically based on a customer's selections.

Sample packs are not eligible for returns or refunds based on personal preference or a change of mind. As each sample pack is prepared according to the customer's selected fragrances, the individual samples cannot reasonably be returned to stock or resold once they have been delivered and potentially used for testing.

Where applicable, custom-made or customer-specific products may not qualify for the standard cooling-off cancellation period in accordance with applicable South African law.

Promotional, Discounted and Bundle Orders

Orders purchased as part of a promotional offer, discounted offer or bundle deal are not eligible for returns, refunds, exchanges or replacements solely because of a change of mind or personal preference.

This includes promotional offers such as:

• Buy 1, Get 1 Free fragrance promotions

• Buy 2, Get 1 Free reed diffuser promotions

• Promotional bundles and bundle deals

• Other discounted promotional purchases

This does not affect any applicable consumer rights relating to damaged, defective or incorrectly supplied products.

Made-to-Order Fragrance Maceration

Certain fragrances may be made to order and may require a period of maceration after delivery.

During the maceration process, the fragrance composition may mature and develop over time. As a result, certain fragrances may not immediately reflect their intended scent profile as closely as they will after sufficient maturation.

For best results, made-to-order fragrances should be stored in a cool, dark place and allowed sufficient time to macerate.

Damages, Defects and Incorrect Orders

Please inspect your order upon delivery and contact us as soon as reasonably possible if an item is damaged, defective or incorrect.

When reporting visible damage, please provide your order number together with clear photographs of the damaged item. This allows us to assess the issue and resolve it as quickly as possible.

Where a valid damage, defect or incorrect-order claim is confirmed, we will work with you to provide an appropriate resolution, including a replacement where applicable.

South African Cooling-Off Rights

Where a purchase qualifies for a statutory cooling-off right under applicable South African law, customers may exercise those rights in accordance with the relevant legislation.

Certain products, including qualifying custom-made or customer-specific products, may be excluded from applicable cooling-off rights where permitted by law.

Where a valid cooling-off cancellation applies, customers may be responsible for the direct cost of returning the goods, where permitted by applicable law.

Refunds

Once a return has been received and inspected, we will notify you of the outcome of your refund request.

Where a refund is approved, it will be processed to the original payment method within the applicable timeframe. Please note that additional processing time may be required by your bank or payment provider.

Nothing in this policy is intended to limit or exclude any rights afforded to consumers under applicable South African consumer protection legislation.