At ZealSCENTS, we strive to ensure that our customers are satisfied with their purchases.
However, if you need to cancel an order, return a product, or report a damaged item, please review our policy below.
Order Cancellation
• Orders may only be canceled within 4 hours of placement, provided the order status is “Payment Accepted.”
• To cancel, log in to your account, navigate to “Order History and Details,” and click the “Cancel my Order” button.
Product Returns & Refunds If you are not completely satisfied with your order, we offer returns and refunds under the following conditions:
1. Return Eligibility
• The product must be unopened, unused, and in its original undamaged packaging (including the cellophane wrap, if applicable).
• Returns must be requested within 14 days of receiving the order.
• The customer is responsible for return shipping costs.
• Personalised items cannot be returned unless there is a manufacturing defect.
• Customers must provide the receipt/invoice of purchase in order to complete a return.
2. Return Process
• To request a return, email [scents@zealscents.com] or calling [+254 114573123] with your order details and reason for return.
• Upon approval, our customer service team will provide a prepaid return label. Only returns processed via our approved couriers will be accepted.
• Include the Withdrawal Form (downloadable from our website) with your return package.
• Refunds will be processed within 14 days of receiving the returned product, provided it meets return eligibility criteria.
Damaged or Defective Products
• Upon delivery, please inspect your package to ensure it is intact and undamaged. • If your order arrives damaged or defective, report the issue within 2 days of delivery by emailing [scents@zealscents.com] or calling [0114573123].
• Attach clear photos of the damaged item(s) for assessment.
• Do not discard the damaged product until you have contacted our customer service team, as this may impact your eligibility for a refund or replacement.
Exclusions from Return Policy, Refunds and Returns will not be granted in the following cases: • Products that have been opened or used.
• Products missing original packaging or labels.
• Tailor-made or personalised items.
• Orders placed by commercial entities.
• Returns sent without prior authorisation.
• Items returned in damaged or makeshift packaging.
Replacement Policy
We offer replacements under the following conditions:
• If you received a wrong item, do not open the package and notify us immediately at [scents@zealscents.com] or calling [0114573123].
• Replacements are subject to stock availability and will be shipped once the incorrect item is returned.
Exclusions from Replacement Policy, Replacements will not be provided in the following cases: • Products that show signs of use, tampering, or alteration.
• Items that were correctly delivered but later found to be unsuitable due to personal preference.
• Claims made after the specified reporting timeframe. • Products that have been damaged due to improper handling by the customer.
Contact Us
For any return, refund, or replacement inquiries, please contact our Customer Care Team on the details provided below before sending back any product.
- Via Email: sales@zealscents.com
- Via Phone Number: (+254) 0114 573 123
- Via this Link: www.zealscents.com
- Via this Address: ZealScents, shop S7, 2nd Floor, Runda Mall, Kiambu Road.
