Refund policy

Refund Policy

At OmniScent Retail (Pty) Ltd (Registration Number: 2021/569471/07), we are committed to ensuring your satisfaction with every purchase. Recognising the subjective and personal nature of fragrances, we offer the option to exchange or refund your goods. If you are not entirely happy with your order, or you have received a faulty or damaged product, please review our policy below.

Eligibility for Returns & Exchanges

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To qualify for a return or exchange, items must be:

• Unused and in the same condition as received, in original packaging with all accessories and documentation included.
• Returned within 7 days of delivery.

To initiate a return or exchange, kindly email us at info@omniscentperfume.com or contact us via WhatsApp at +27 68 826 4767 with your order number.

If the return involves a damaged, incorrect, or defective item, we may request photographs or video evidence to assess the issue before authorising the return. Returns submitted after the 7-day window may unfortunately not be processed. All return requests must be approved before sending any items back.

Costs for Returns (Refunds)

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A courier fee of R100 plus a 10% handling charge will be deducted from your total refund if the return is approved. The courier fee and handling charge will be deducted from the refund, and the net amount will be processed back to the original payment method. All items, including promotional gifts or free items, must be returned.

Costs for Exchanges

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The customer will be responsible for the two-way courier fee (R100 x 2 = R200) — one to return the item and one to dispatch the replacement. Once payment is received, we will process your exchange. Only one exchange is permitted per order. Promotional gifts or free items cannot be exchanged.

Why are there costs involved? Shipping costs are non-refundable, as they are used to deliver your order or arrange collection. Handling fees cover the cost of inspecting and managing returned items, as these cannot be resold due to the nature of personal care products.

Responsibility for Return Costs

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Change of Mind: If you wish to return an item simply because you no longer want it, you will be responsible for the return shipping cost (R100 courier fee).

Damaged or Defective Items: If you received a faulty or damaged product, OmniScent will cover the cost of return shipping, provided the return request is made within 7 days of receipt.

Damaged or Defective Goods

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We place meticulous care in packaging our products to ensure their pristine condition upon delivery. Nevertheless, should you encounter a damaged item (broken bottle or leaking bottle), we kindly request you to promptly notify us.

1. Contact us within 7 days of receipt via email or WhatsApp with a comprehensive description of the damage and clear photographic evidence.
2. Upon receipt of the damaged product and evidence confirming the damage, if management approves, an exchange will be facilitated and a replacement item dispatched (subject to stock availability).
3. If a replacement is not available, you may choose a full refund. All returned items will be inspected before a replacement or refund is issued.

Kindly be aware that this provision does not cover minor packaging damage that does not impact the functionality of the product, or any damage resulting from mishandling by the customer after delivery.

Refund Process

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Refunds will be processed after the returned items are inspected. If any concerns arise during inspection, we will contact you. Once approved, refunds will be processed within 3 business days to the original payment method. Please note that your bank or card provider may take additional time to post the refund to your account.

Late or Missing Refunds

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If you have not received your refund within 7 business days after confirmation:

1. Check your bank account again.
2. Contact your credit card provider, as posting delays may occur.
3. Contact your bank directly.

If you have completed these steps and still have not received your refund, please contact us at info@omniscentperfume.com.

Cancellations

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Orders can be cancelled within 24 hours of placing the order, provided they have not yet been dispatched. Once an order has been fulfilled or dispatched, it cannot be cancelled and will be subject to our standard return process.

Non-Refundable or Non-Exchangeable Items

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Due to hygiene, safety, and legal considerations, the following items cannot be returned or exchanged:

• Items not in original condition, damaged, or missing parts (not due to our error)
• Opened or used personal care items (perfumes, lotions, oils, bath products)
• Personalised, custom-made, or special-order items
• Sale items (only full-priced items are eligible for refund or exchange)

Abuse Prevention

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Frequent and repetitive exchanges, viewed as an attempt to exploit the system for obtaining free samples or other purposes, may be considered an abuse of our policies. The determination of such behaviour is at the discretion of OmniScent's management. Customers suspected of engaging in such practices may be disqualified from participating in our exchange service.

Exchanges

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We only replace items if they are defective, damaged, or incorrect. If you require an exchange, please contact us at info@omniscentperfume.com or via WhatsApp at +27 68 826 4767.

Contact Information

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