Refund policy

Last updated: 29 October 2026

At Sanctuary of Scent (S.O.S), we want you to enjoy shopping for your favourite fragrances with confidence. As a strictly online fragrance store based in South Africa, we aim to handle returns, exchanges and refunds fairly and transparently. Please read this policy before placing your order.

1. Change-of-Mind Returns

We understand that customers may sometimes change their minds after making a purchase.

For voluntary change-of-mind returns, outside any statutory cancellation rights, we may consider a return if:

You contact us within 7 days of receiving your order.
The fragrance is unopened, unused and in its original, undamaged packaging.
The product is in a condition suitable for resale.
You provide your order number or proof of purchase.

All voluntary return requests must be approved by Sanctuary of Scent before the product is sent back. Because fragrances are personal-use products, we generally cannot accept opened, used or unsealed fragrances for change-of-mind returns where a lawful restriction or hygiene concern applies. This policy does not remove any cancellation or return rights that you may have under South African law, including applicable rights for qualifying online purchases.

2. Damaged, Defective or Faulty Products

If your order arrives damaged, defective or unsafe, please contact us as soon as reasonably possible.

To help us assess your claim, please provide:

Your order number.
A description of the problem.
Clear photographs or a video showing the issue, where possible.
Photographs of the packaging if it was damaged during delivery.

Please keep the product and its packaging while we assess the matter. Where a product qualifies for a remedy under applicable consumer protection law, we will arrange the appropriate solution. Depending on the circumstances and your legal rights, this may include a replacement, repair where appropriate, or refund. Qualifying defective-goods returns will be handled in accordance with applicable law, including the relevant requirements regarding return costs. Please report concerns promptly so that we can assist you efficiently. However, a delay in reporting an issue will not automatically remove any statutory rights you may have.

3. Incorrect Products Received

If you receive a fragrance different from the one you ordered, please contact us as soon as reasonably possible. We will verify your order and work with you to resolve the issue.

Depending on the circumstances and applicable law, the solution may include:

Sending the correct product, subject to availability.
Arranging an exchange.
Providing a refund where appropriate.

Where the incorrect item was supplied by us, we will handle the return and associated costs in accordance with applicable law. Please do not return the product until we have provided instructions.

4. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at info@sanctuaryofscent.com or +27 81 758 0555.

If your order has not yet been dispatched, we will make reasonable efforts to stop processing it. If your order has already been dispatched, cancellation may require the applicable return process. Certain online purchases may qualify for a statutory cooling-off period under South African law. Where that right applies, we will honour it in accordance with the applicable legal requirements. Nothing in this section limits any cancellation rights available to you by law.

5. Refund Eligibility

Refunds may be considered or required in circumstances including:

A qualifying defective or unsafe product.
An incorrect product supplied by us, where a refund is the appropriate remedy.
An order that cannot be fulfilled because the product is unavailable after payment.
A valid cancellation or return request under applicable law.
An approved voluntary return that meets the conditions outlined in this policy.

A change of mind, dissatisfaction with a fragrance's scent profile or a preference for another fragrance does not automatically qualify for a refund outside applicable statutory rights or an approved voluntary return. Fragrance preferences are subjective. We encourage customers to read product descriptions and contact us for recommendations before purchasing.

6. Refund Processing

Once a refund is approved or required by law, we will communicate the next steps. Where possible, refunds will be made through the original payment method. If this is not reasonably possible, we will communicate an appropriate alternative. The time taken for the funds to reflect in your account may depend on the payment provider or financial institution. Refunds will be processed within the timeframes required by applicable law. For qualifying cancellations under the Electronic Communications and Transactions Act, the applicable statutory refund period will be observed. Any deductions or charges will be applied only where legally permitted.

7. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the applicable legal requirements.

Defective, faulty or incorrect products: We will arrange or cover the appropriate return costs where required by law.
Qualifying statutory cancellations: The customer may be responsible for the direct cost of returning the goods where the law permits this.
Voluntary change-of-mind returns: The customer will generally be responsible for return shipping costs, subject to applicable law and any agreement made with us.

We will provide return instructions and confirm any applicable costs before you send an item back.

8. How to Request a Return or Refund

To start a return, exchange or refund request:

Contact us using the details below.
Provide your order number and explain why you are requesting a return or refund.
Attach supporting photographs or videos if the item is damaged, defective or incorrect.
Wait for our response and return instructions before sending anything back.
Follow the instructions provided so that we can identify and assess your return.

Important: Sanctuary of Scent is strictly an online store and does not operate a physical retail shop for walk-in returns. Returns must be arranged with us in advance. We will provide the applicable return instructions and destination when your request is assessed.

9. Exchanges

Exchanges may be considered for incorrect products or other circumstances where an exchange is an appropriate remedy. Voluntary exchanges for a different fragrance are subject to product availability and approval. The customer may be responsible for additional delivery costs where legally permitted. If an exchange is unavailable or unsuitable for resolving a valid claim, we will discuss an appropriate alternative in accordance with applicable law.

10. Non-Returnable Items

For voluntary change-of-mind returns, we generally do not accept:

Opened, used or unsealed fragrances.
Products that have been damaged through misuse or improper storage after delivery.
Products returned without prior arrangements, unless otherwise required by law.

These restrictions do not override statutory rights relating to defective, unsafe or incorrectly supplied products, or any applicable cancellation rights.

11. Our Commitment to Customers

We aim to treat every customer fairly and handle return and refund requests professionally. Nothing in this policy excludes, restricts or waives any consumer rights that cannot lawfully be excluded under South African law, including applicable rights under the Consumer Protection Act and the Electronic Communications and Transactions Act.

12. Contact Us

For all returns, refunds, exchanges and order-related enquiries, please contact:

Sanctuary of Scent (S.O.S)

Email: info@sanctuaryofscent.com

Telephone: +27 81 758 0555

Business type: Strictly online fragrance store

Country: South Africa

Thank you for choosing Sanctuary of Scent. We appreciate your support and the opportunity to assist you.