Refund policy

ImaScents – Refunds, Returns & Cancellations Policy

Last updated: January 2026

This Refunds & Returns Policy forms part of the ImaScents Terms & Conditions and should be read together with them.

1. General Return Policy

If you are not satisfied with your purchase, you may request a return within 7 (seven) days of receiving your order, subject to the conditions below.

To qualify for a return:
- The item must be unopened, unused, and sealed
- The item must be in its original packaging
- Proof of purchase must be provided

2. Non-Returnable Items

For health, hygiene, and safety reasons, ImaScents does not accept returns or refunds on:
- Opened or used fragrances
- Cosmetics
- Skincare products
- Hair care products
- Any product that has been tested, sprayed, or tampered with

Please make your selections carefully before placing an order.

3. Returns Process

To initiate a return:
- Contact ImaScents via email or WhatsApp before sending the item back
- Once approved, return the item in its original condition and packaging
- Returned items must be sent to the address provided by ImaScents at the time of approval

Refunds will be processed within one billing cycle after we receive and inspect the returned item.

4. Shipping Costs

Shipping fees are non-refundable for:
- Unclaimed parcels
- Refused deliveries
- Incorrect delivery details supplied by the customer
- Change-of-mind returns

Customers are responsible for return shipping costs unless the return is due to an ImaScents error.

If the return results from our error (wrong item or damaged item), shipping costs will be refunded.

5. Free Gifts & Promotions

If your purchase included a free gift or promotional item, the free item must also be returned in good condition for a full refund to be processed. Failure to return the free gift may result in a reduced refund amount.

6. Damaged or Incorrect Items

If your order arrives damaged or incorrect:
- Notify ImaScents within 48 hours of receiving your order
- Provide clear photos of the item and packaging
- Retain all original packaging until the issue is resolved

Once verified, ImaScents will arrange a replacement or refund, subject to stock availability.

7. Defective Products

In line with the Consumer Protection Act (CPA):
- Defective products may be repaired, replaced, or refunded at ImaScents' discretion
- Proof of purchase is required
- Damage caused by misuse, negligence, or improper storage is excluded

8. Cancellations

Orders cannot be cancelled once payment has been confirmed and processing has begun.

Cancellation requests made before dispatch may be considered at ImaScents' discretion.

Same-day or local deliveries may not be cancelled.

Please verify your order details carefully before making payment.

9. Refund Method & Processing Time

- Refunds will be processed using the original payment method, where possible
- Credit card refunds may take 7–21 working days, depending on your bank
- EFT refunds may take 3–7 working days

Gift vouchers are non-refundable and cannot be exchanged for cash.

10. Local Orders: Kamhlushwa & KaMdladla

For local deliveries or collections in Kamhlushwa and KaMdladla:
- Once an order has been handed over or collected, no refunds will be issued unless the item is defective or incorrect
- Customers are encouraged to inspect items at handover

11. Proof of Purchase

All returns, refunds, or exchanges require valid proof of purchase, including:
- Order confirmation
- Invoice
- Receipt
- WhatsApp order reference

12. Contact Information

For all refund, return, or cancellation enquiries, contact:

ImaScents
📍 Location: Nkomazi, Mpumalanga, South Africa
📧 Email: Imascents77@gmail.com
📱 WhatsApp / Phone: +27 66 467 8361

13. Final Decision

ImaScents reserves the right to:
- Decline returns that do not comply with this policy
- Refuse refunds where abuse or misuse is suspected

All decisions are made in accordance with South African consumer law.