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Scentfied return and refund policy

Last Updated: March 2024

At Scentfied, we take pride in delivering 100% authentic, premium fragrances. Because of the nature of our products (personal care and hygiene), we have a specific policy regarding returns and refunds to ensure all our customers receive untouched, original items.

1. ELIGIBILITY FOR RETURNS

We only accept returns and exchanges under the following two conditions:

  • Wrong Product Delivered: You received an item different from the one you ordered.
  • Defective or Damaged Product: The bottle is leaking, the spray mechanism is faulty, or the item arrived broken.

Important: We do not accept returns for "change of mind" or because you do not like the scent of a perfume once it has been opened. We encourage customers to test scents via discovery sets or retail counters before purchasing full bottles.

2. THE "SEALED BOX" RULE

To be eligible for a return or exchange:

  • The product must be unopened, unused, and in its original packaging.
  • The cellophane/plastic wrap must be intact and the seal unbroken.
  • Once a perfume has been sprayed, it can no longer be returned unless there is a mechanical manufacturing defect.

3. NOTIFICATION TIMELINE

  • Same-Day Notification: If you receive a wrong or damaged item, you must notify us on the same day of delivery.
  • Pre-Orders: For pre-ordered items, you have 24 hours from the time of receipt to report any issues.
  • Notifications made after these windows will not be eligible for replacement or refund as per our store policy.

4. THE SCENTFIED "ONE-HOUR" PROMISE

If we delivered the wrong or a defective item within Nairobi:

  1. Contact us immediately via WhatsApp or Phone (+254 708 161146).
  2. We will dispatch a rider to exchange the item within 1 hour at no extra cost to you.

5. REFUND PROCESS

We prioritize exchanges (replacing the item with the correct one). However, if a replacement is unavailable:

  • Refund Method: Refunds will be processed via the original payment method (M-Pesa, Card, or Bank Transfer).
  • Timeline: M-Pesa refunds are typically processed within 24 hours. Card and Bank refunds may take 3 to 10 business days, depending on your bank's processing speed.
  • Non-Refundable: Shipping fees and any "gift wrapping" charges are non-refundable.

6. EXCLUSIONS

The following items cannot be returned or exchanged:

  • Sale/Clearance Items: All items purchased on sale are final.
  • Gift Cards: Non-refundable and cannot be exchanged for cash.
  • Used Items: Any bottle that has been unsealed or sprayed.

7. CANCELLATIONS

  • Before Dispatch: You may cancel your order at no cost before it leaves our office.
  • After Dispatch: If you cancel an order while the rider is already in transit for reasons other than our error, a delivery fee will be charged to cover the rider's logistics.

8. CONTACT US

To initiate a return or report a defect:

  • WhatsApp/Call: +254 708 161146
  • Email: info@scentfied.co.ke
  • Required Info: Please provide your Order Number and a photo/video of the defective or wrong item.