Returns & Exchanges

This Returns Policy explains how returns, refunds, and order cancellations work for orders placed with Royal Scent, operated by Ngcoya Industries (Pty) Ltd. It should be read together with our Terms & Conditions. This policy was last updated on 20 August 2026.

Change-of-Mind Returns

Because our products are fragrances — a hygiene-sensitive, cosmetic product — we can only accept a change-of-mind return if the item is unopened, unused, and still in its original sealed packaging, with the seal intact. Once a bottle's seal has been broken, we're unable to accept it back for hygiene reasons, and this applies even if you've only used a small amount.

Return Window

You have 7 days from the date your order is delivered or collected to request a change-of-mind return, provided the item meets the sealed condition described above.

Statutory Cooling-Off Period

South Africa's Electronic Communications and Transactions Act gives consumers who buy online the right to cancel their purchase within 7 days without reason. Because our products are health and hygiene-related goods that cannot be resold once opened, this cooling-off right does not apply once the seal on a product has been broken, consistent with the recognised exemption for sealed goods that are not suitable for return for health or hygiene reasons. Our 7-day change-of-mind window above is offered as our own policy for unopened, sealed items.

How to Request a Return

To request a return, contact us at admin@royal-scent.co.za with your order number and the reason for the return. We'll confirm whether your item qualifies before you send anything back.

Return Shipping

For change-of-mind returns, you're responsible for the cost of returning the item to us. We recommend using a trackable courier service, as we can't be responsible for a return that doesn't reach us.

Refund Method

Approved change-of-mind returns are refunded as store credit for the amount you paid for the returned item, which you can use towards a future order. We don't offer cash or original-payment-method refunds for change-of-mind returns. If you used a discount code on your order, your store credit reflects the amount you actually paid after that discount — not the full retail price.

Refund Timing

Once we've received and inspected a returned item, we'll issue your store credit within 7 business days.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, faulty, or if we've sent you the wrong item, please contact us at admin@royal-scent.co.za within 7 days of delivery with clear photos showing the issue. Once we've verified the problem, we will, at your preference, either send you a replacement or refund the amount paid to your original payment method — this doesn't require the item to still be sealed, since the fault is on our side.

Cancelling an Order

You can cancel your order at any time before it has been dispatched or made ready for collection, by contacting us as soon as possible at admin@royal-scent.co.za. Once an order has been dispatched or collected, our standard return process above applies instead.

For anything related to a return, refund, or cancellation, reach out to us at admin@royal-scent.co.za.