Refund policy

We offer a 30-day return policy, which means you have 30-days after receiving your item to request a return. This is only available for customers who have received broken or incorrect items.

To be eligible for a refund, your item MUST be in the same condition that you received it: Unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To be eligible for a refund or a replacement item, your fragrance will either have to be broken, defective or you received the incorrect item. If you receive an incorrect item, please do not open the package and please contact us immediately to resolve the issue. No refunds will be done on the basis of terms that the customer does not like the smell of the product.

Please note that if you have checked out and purchased your fragrances that means you have agreed to our terms & conditions of the products that we sell and no order cancellations will be done. Once again, refunds and returns can only be done for items that are broken or incorrectly sent.

Please make sure that you read our ''about us'' page so that you know exactly what you are purchasing as no refunds will be given for complaints based on the originality of the product. 

To start a return, you can contact us at Info@urbanscents.co.za. 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 questions at Info@urbanscents.co.za

 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item - so that we can evaluate the issue and make it right, ON US, ASAP.

 

 

Return Shipping

Customers can either take it upon themselves to courier the products back to our warehouse and take full responsibility should it not arrive. Or, we can get our couriers to pick up the product/order, but the customer will be responsible for paying the return shipping costs of (R100) per product being returned, as per our Shipping Policy.

 

Unfortunately, we cannot accept returns on sale items or gift cards.