Refund and Returns Policy
At Home Centric & Scents, we value your satisfaction and strive to provide you with the finest fragrance and body care shopping experience.
Conditions for Returns
- The product must be unopened, unused, with all safety seals and original packaging intact.
- A receipt or proof of payment is required to process the return.
- For hygiene and safety reasons, opened cosmetics, used personal fragrances, and lit candles cannot be returned.
- Returns must be initiated within 72 hours (3 days) of delivery.
Steps to Follow for Damaged or Faulty Products
1. Notify Home Centric & Scents Promptly
Reach out to our customer care team via any of our official channels:
Call or WhatsApp: +254 703 867 163
Email: [email protected]
2. Provide Necessary Details
To expedite your request, please provide:
- Product name and order number.
- Delivery location and delivery date.
- Clear photos or a short video showing the defect, leak, or damage on the item.
3. Prepare the Item for Return
- Ensure the product is safely stored in its original packaging with all labels and protective caps intact.
- Include any free promotional items or accessories received with the product.
4. Returning the Product
- Where possible, hand over the damaged or faulty product to the delivery rider during the return exchange, or return to our physical store at Nairobi CBD, Hison Plaza, Biashara Street Ground Floor (Shop no. G16) or Kisumu, West End Mall (Ground Floor).
- Once we receive and evaluate the returned product, we will notify you regarding the status of your refund or replacement. If approved, your exchange or refund will be processed promptly.