Refund and Returns Policy

Last updated: 15 September 2025

Thank you for shopping with Genscent. We want you to love your purchase, but if you’re not completely satisfied, we’re here to help. This Refund & Returns Policy outlines your rights and our obligations when returning or refunding an item.

1. Definitions

  • “Customer” refers to the person who buys products from Genscent.
  • “Product(s)” means any item sold by Genscent via our website, including perfumes, fragrance products, scent accessories, etc.
  • “Purchase date” is the date when the customer receives the product.

2. Returns & Exchanges

  • You may return most new, unopened products within 14 calendar days of delivery for a full refund, store credit, or exchange (whichever you prefer).
  • Items must be returned in their original packaging, unused, with all tags and seals intact.
  • To initiate a return, contact our Customer Support at support@genscent.co.za with your order number, the item(s) you wish to return or exchange, and the reason.

3. Refunds

  • Once we receive and inspect the returned item(s), we will notify you whether the refund is approved.
  • If approved, refund will be made in the original payment method within 7–10 business days.
  • Shipping and delivery charges are non-refundable unless the return is due to our error (defective, wrong item, or damaged in transit).

4. Defective, Damaged or Incorrect Items

  • If you receive a defective, damaged, or incorrect item, please let us know within 48 hours of delivery.
  • Provide photos of the issue and the packaging.
  • We will arrange for return/replacement at no cost to you, or issue a full refund including shipping.

5. Non-Returnable Items

  • Due to hygiene reasons, certain items cannot be returned, such as used perfumes, open fragrance bottles, or items with broken seals.
  • Gift cards, custom fragrance formulations, or personalized items may also be non-returnable, unless there’s a defect or error caused by Genscent.

6. Return Shipping Costs

  • For general returns (buyer’s remorse, wrong choice, etc.), the customer is responsible for shipping costs to return the item.
  • If the return is because of an error on our part (e.g. wrong product sent, defective product), we will cover return shipping.

7. How to Return

  1. Contact Customer Support with your order number, and reason for return.
  2. Pack the item securely in the original packaging.
  3. Use a trackable shipping method.
  4. Send to the address provided by our Support team.
  5. Keep proof of postage until the refund/exchange is confirmed.

8. Refund Delays & Exceptions

  • Refunds may be delayed if returned products are not in original condition, or if packaging is damaged.
  • For international or remote/PO box addresses, additional shipping time or customs/VAT may apply.

9. Cancellation Policy

  • Orders may be cancelled before shipping. Contact us immediately if you wish to cancel.
  • Once an order has shipped, cancellation is no longer possible; you’ll need to follow the Returns process.
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