Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at gozongo@live.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at gozongo@live.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at gozongo@live.com.
Refund & Returns Policy
At Ekhaya Scents, customer satisfaction is important to us. We take pride in providing premium-quality fragrances and home diffusers. If you're not completely satisfied with your purchase, please review our refund and returns policy below.
Returns
You may request a return within 7 days of receiving your order if:
The item is damaged during delivery.
You received the wrong product.
The product is defective upon arrival.
To be eligible for a return, the item must:
Be unused and in its original condition.
Be returned in its original packaging with all accessories included.
Be accompanied by proof of purchase.
Non-Returnable Items
For hygiene and quality assurance reasons, we cannot accept returns or exchanges on:
Opened or used perfumes.
Opened reed diffusers or fragrance oils.
Products with broken seals (unless defective).
Sale, clearance, or promotional items.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
Your order number.
A description of the issue.
Clear photos of the product and packaging.
Once verified, we will arrange a replacement or refund at no additional cost.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved:
Refunds will be processed to your original payment method.
Please allow 5–10 business days for the funds to reflect, depending on your bank or payment provider.
Shipping fees are non-refundable unless the return is due to an error by Ekhaya Scents or a damaged/defective product.
Exchanges
We only replace items if they are:
Defective.
Damaged in transit.
Incorrectly supplied.
If you require an exchange, please contact us within 7 days of receiving your order.
Return Shipping
If the return is due to our error (incorrect, defective, or damaged product), Ekhaya Scents will cover the return shipping costs.
If the return is for any other approved reason, the customer is responsible for the return shipping costs.
Order Cancellations
Orders may be cancelled before they have been dispatched.
Once an order has been shipped, it cannot be cancelled and will fall under this Returns & Refund Policy.
Contact Us
For any questions regarding returns or refunds, please contact us:
Ekhaya Scents
Email: gozongo@live.com
Website: ekhayascents.store
Ekhaya Scents – The Scent of Origin