Thank you so much for shopping with Scent and Skin. Our Customer Care team is available to answer any questions regarding your order. You may reach us via WhatsApp on +233540528099.
All sales are final. We operate a strict NO REFUND policy under all circumstances.
Notwithstanding the above, where a customer receives an item that is damaged, faulty, or incorrect as a result of an error on our part, the customer shall be entitled to an exchange only, provided that such issue is reported to us within twenty-four (24) hours of receipt of the order.
Any claims made after twenty-four (24) hours from the time of delivery shall not be accepted, and the right to an exchange shall be deemed waived.
At this time, we currently do not offer exchanges.
Our goal is to deliver an exceptional and inclusive product experience, and we hope you love your purchase. However, if your item arrives damaged, faulty, or you receive an incorrect order due to an error on our end, please contact our Customer Care team via WhatsApp as soon as possible to request an exchange.
We kindly ask that you inspect your order immediately upon delivery. Damaged, faulty, or incorrectly delivered items are eligible for exchange only if reported within 24 hours of receiving your order.
If the item remains in your possession beyond 24 hours from the delivery date without being reported, the request for an exchange or refund may be declined.
Please message us via WhatsApp as soon as possible within 24 hours upon receiving your package with your order number and a photo of the order's condition.
Once your exchange is authorized, you'll receive step-by-step instructions on how to return the item to us for exchange. Securely pack the item(s) in its original packaging. A dispatch will be assigned to pickup from you. Eligible items must be received unused, unopened and undamaged.
Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in progress. Returns that do not meet our Policy will be returned to you without a refund.
Upon receipt and inspection of the returned item(s), and subject to acceptance, an exchange process shall commence where the same item is available in stock.
Where the item is no longer available, the customer shall be offered the option of either a refund or store credit, at the discretion of the customer, in accordance with applicable consumer protection standards in Ghana.
All approved returns, exchanges, and refunds are typically processed within three (3) business days from the date the returned item is received.
Once a refund has been processed, it may take up to ten (10) business days for the amount to reflect in the customer's original payment account, depending on the processing timelines of the respective payment service providers.