General refund approach
Scentivity wants customers to receive the correct product in good condition. Because fragrance, body-care, beauty, and scented products are hygiene-sensitive, returns are reviewed carefully and may only be accepted under the conditions below.
Eligible refund or exchange cases
- The wrong product was delivered or handed over.
- The product arrived damaged and the issue is reported promptly with clear photo or video evidence.
- The order was paid for but the product became unavailable before fulfillment.
- Scentivity confirms that an order issue was caused by our processing or fulfillment error.
Items generally not eligible
- Opened, sprayed, used, altered, or visibly handled fragrance and body-care products.
- Products damaged after customer pickup or delivery.
- Change-of-mind returns after a correct product has been received in good condition.
- Products without proof of purchase or without enough information to verify the order.
How to request help
Contact Scentivity as soon as possible after receiving the order. Include your name, phone number, order details, product name, and clear photos or videos if the item is wrong or damaged. Scentivity will review the request and respond with the next step.
Refund method and timing
Approved refunds may be processed through the original payment route where possible, through a Paystack-supported route, through replacement, exchange, or store credit depending on the case. Processing time can depend on payment method, bank or mobile money provider, and verification.
Preorders
Preorder deposits or payments are handled based on the confirmed preorder arrangement. If Scentivity cannot source or fulfill a confirmed preorder, the customer will be contacted about refund, replacement, exchange, or store credit options.