Return policy - Soulful Scents

Refund and Returns Policy

While we are committed to customer satisfaction, we take great pride in the quality of our offerings
and strive to ensure that each item arrives in pristine condition. However, we recognize that, as
humans collaborating with courier services, incidents may occur that are beyond our control. In the
event that you receive a product that has been damaged during transit, we have a straightforward
return policy in place. We are dedicated to resolving any issues promptly and to your complete
For immediate assistance, please contact us at info@soulfulscents.co.za, and we will
make every reasonable effort to rectify the situation.

Returns
Please note that it is essential to contact us within 5 business days from the date of delivery if you
wish to initiate a return. To be eligible for a return, the item must be unused and in the same
condition as when it was received. We regret to inform you that we cannot offer a refund or
exchange if you contact us after the 5-day period has elapsed.

Issues & Damages
We ask that you please inspect your order once you receive it and contact us immediately if the item
is defective, damaged or if it’s the wrong order so that we can evaluate the issue in order to rectify
it.

Refunds
We will notify you via email as soon as we have received and inspected the returned item. The
confirmation of your refund will be contingent upon the item being unused and in its original
packaging. Upon receipt, our team will promptly assess the condition of the candle/diffuser. Should
it meet our return criteria, we will approve the refund and process it accordingly. We aim to make
this process as smooth and efficient as possible for you.
If the refund is approved, the amount will be credited back to the original payment method within
20 business days. Additionally, there may be a further delay as the bank or credit card company
processes and posts the refund.

Shipping
Our policy regarding return shipping charges, please note that if a purchaser decides to return an
item, they will be responsible for covering the return shipping costs. Additionally, it is important to
understand that the original shipping charges incurred at the time of purchase are non-refundable.

Special Orders

Please note that our standard return policy does not extend to special orders. We cannot accept
returns or issue refunds for these items unless they arrive damaged during transit.
If a special-order item is damaged upon arrival, it is imperative to provide clear photographic
evidence of both the damaged item and the shipping package. This documentation is necessary to
facilitate communication with the courier company and to adhere to their policies and time frames
for handling such issues.
Should you receive a damaged item, please ensure that the photographs are taken promptly and are
of sufficient quality to clearly show the extent of the damage. This will speed up obtaining a refund
or replacement for you.

Refund and Returns Policy

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