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Frequently asked questions
Cancel Scentbird: The Right Way
How to cancel Scentbird in south africa and stop recurring charges
What Scentbird is and why you might want to leave
Scentbird is a fragrance subscription service that delivers small bottles of designer perfumes and colognes to your door each month. Instead of purchasing a full-size bottle (which costs hundreds of rand), you receive a 30-day supply of your chosen scent, allowing you to sample luxury fragrances at a fraction of the retail price.
The service operates on automatic recurring billing, which means your card gets charged each month unless you actively cancel. Many subscribers in South Africa sign up with enthusiasm, only to discover later that they don't use the samples fast enough, prefer a different selection method, or simply want to pause their spending. If that sounds like you, Yafee is here to walk you through the cancellation process step by step.
How Scentbird works
You select a fragrance each billing cycle and Scentbird ships you a 30-day supply along with any à la carte purchases you've added. The platform offers three main subscription options: monthly recurring plans, prepaid multi-month bundles (3, 6, or 12 months), and one-time gift subscriptions. Most account management happens through the mobile app, though you can also contact their customer service team via email or their help centre.
Why cancelling matters
Subscription services depend on customers forgetting to cancel. Once you stop using or enjoying your Scentbird subscription, every charge becomes money you are not getting back. Cancelling immediately prevents future charges and protects your budget. At Yafee, we believe you deserve clarity on exactly how to do this-and what to expect when you do.
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA) gives you specific rights when cancelling online subscriptions, especially those involving recurring charges.
What the CPA says about subscriptions
Under the CPA, suppliers like Scentbird must obtain your express, informed consent before charging you for recurring services. You have the right to cancel at any time, and the company must make cancellation as easy as entering the subscription. If Scentbird makes cancellation deliberately difficult, that may breach the CPA. Additionally, you have a 14-day cooling-off period from the date of purchase to cancel without penalty-this applies even if you have already received your first shipment.
If Scentbird refuses to honour a cancellation or withholds a legitimate refund, you can escalate to the National Consumer Commission (NCC). Yafee recommends keeping all email correspondence and confirmation numbers as evidence.
Your legal position
You are protected by the Consumer Protection Act section 5(1)(d), which requires suppliers to obtain express informed consent for recurring debits. Scentbird cannot charge your card without your active authorisation, and you may cancel that authorisation at any time without penalty. If the company refuses to process your cancellation or disputes your refund claim, the NCC has jurisdiction to investigate and enforce your rights.
Your right to a refund
The CPA entitles you to a refund if you cancel within 14 days of your first purchase, provided the goods have not been opened or used. If you have already received a fragrance sample and opened it, your refund rights become limited-but if you cancel before the current order processes, you may still avoid that charge. This is why timing your cancellation matters.
Methods to cancel Scentbird
Scentbird offers two main cancellation routes: the mobile app (the easiest) and customer support contact (if the app is not working for you).
Cancel via the mobile app
The Scentbird app allows you to cancel your subscription in three taps and you receive an immediate confirmation email.
- Open the Scentbird mobile app on your phone and log in with your account email and password.
- If you have not installed the app, download it from Google Play (Android) or the App Store (iOS).
- Tap on "Account" at the bottom of the screen (usually a profile or settings icon).
- Look for "Manage Subscription" or "Subscriptions" in the menu.
- Select "Cancel Subscription" and confirm your choice when prompted.
- The app will ask if you want to provide feedback; you can skip this step.
- You will receive a confirmation message immediately on screen.
- Check your email inbox (including spam) for a cancellation confirmation email within 10 minutes.
- Save this email as proof of cancellation.
- Your subscription will end at the end of your current billing cycle.
Cancel via email or customer support
If you do not have access to the app or the cancellation button is not working, contact Scentbird's customer service team directly.
- Visit scentbird.com and navigate to their Help Centre or Contact Us page.
- Look for an email address listed under "Billing Inquiries" or "Subscription Management".
- Send an email to customer support with the subject line "Request to Cancel Subscription".
- Include your full name, email address associated with the account, and order number (if available).
- State clearly: "I request immediate cancellation of my Scentbird subscription, effective as of today."
- Keep the email brief and professional.
- Wait for a response within 48 hours.
- Scentbird should send you a confirmation email with a cancellation reference number.
- If you do not hear back within 2 business days, send a follow-up email.
- Once you receive confirmation, verify that the cancellation is processed by logging into your account.
- Your subscription status should change to "Cancelled" or "Inactive".
- Check that no charges appear on your next expected billing date.
Cancel via your bank or payment provider
If Scentbird does not respond to cancellation requests or disputes your cancellation, you have the right to revoke the recurring payment authorisation through your bank.
- Log into your online banking platform or contact your bank's customer service team.
- Ask to cancel the recurring debit order or standing instruction authorising Scentbird.
- Provide your bank with Scentbird's company details and the amount of the monthly charge.
- Your bank can cancel the authorisation without requiring Scentbird's permission.
- Request a written confirmation of the cancellation from your bank.
- This protects you if Scentbird later disputes the cancellation.
Timeline and what to expect after cancellation
Understanding the timeline ensures you know when your subscription actually ends and what charges to monitor.
What happens immediately
When you submit a cancellation request (whether via app, email, or your bank), Scentbird will acknowledge the request within 24 to 48 hours. You will receive a confirmation email with a cancellation reference number. This does not mean your subscription has ended-it means the company has processed your request and will honour it on your next billing date.
When your subscription actually ends
Scentbird honours cancellations at the end of your current billing cycle. If you cancel on the 15th of the month and your billing date is the 1st of each month, your subscription will end on the 1st of the following month. You will not be charged again after that date. If you have already paid for a future month or multi-month bundle, that credit remains in your account; you can request a refund for unused months within 14 days if you have not yet received the corresponding shipment.
Verifying the cancellation
Do not assume the cancellation is complete. Check your account one week after your expected final billing date to confirm that no charge has appeared. If a charge does appear after you have cancelled, contact your bank immediately and provide them with your cancellation confirmation email from Scentbird.
Refunds and credits after cancellation
Your refund eligibility depends on when you cancel and whether you have used the product.
Refunds within 14 days of purchase
If you cancel within 14 days of your first purchase and have not opened any fragrance samples, Scentbird must refund the full amount you paid. This is your right under the Consumer Protection Act. To claim this refund, email Scentbird's customer service with your cancellation confirmation and request a full refund. Provide your bank account details for the refund transfer. Scentbird typically processes refunds within 7 to 10 business days.
Refunds for unused multi-month bundles
If you purchased a 3-month, 6-month, or 12-month bundle and cancel before receiving all shipments, you are entitled to a pro-rata refund for the unused months. For example, if you paid R 600 for a 6-month bundle, cancel after 2 months, and have not opened the remaining 4 months of shipments, you should receive a refund of R 400 (plus the 14-day cooling-off period applies if cancellation happens within 14 days of purchase). Request this refund in writing via email to ensure you have proof.
Credits vs. refunds
Scentbird may offer you account credit instead of a cash refund. Yafee recommends requesting a cash refund instead if you do not intend to continue using the service. If Scentbird insists on credit and you disagree, you can escalate the dispute to the National Consumer Commission, which can order a refund in your favour.
Scentbird subscription pricing in south africa
Understanding Scentbird's pricing structure helps you calculate potential refunds and decide whether the service offers value.
| Subscription plan | Frequency | Approximate monthly cost (ZAR) | Billing method | Cancellation window |
|---|---|---|---|---|
| Monthly standard | Every month | R 199-249 | Recurring charge | Anytime; ends next cycle |
| 3-month bundle | Paid upfront | R 150-180 per month equivalent | One-time charge | Pro-rata refund if unused |
| 6-month bundle | Paid upfront | R 140-170 per month equivalent | One-time charge | Pro-rata refund if unused |
| 12-month bundle | Paid upfront | R 130-160 per month equivalent | One-time charge | Pro-rata refund if unused |
| Gift subscription | One-time | R 299-499 | One-time charge | 14-day cooling-off period |
Prices are approximate and may vary based on promotions, shipping costs, and currency fluctuations. Check your account statement to confirm the exact amount you are being charged each month.
Common mistakes to avoid when cancelling
Cancelling Scentbird is straightforward, but several common errors can delay the process or leave you vulnerable to unwanted charges.
Mistake 1: assuming the app cancellation is final
Many users tap "Cancel Subscription" in the app and assume the process is complete. In reality, the app cancellation is a request-not a finalised transaction. Always wait for the confirmation email and check your account status a few days later. If you do not receive a confirmation email within 24 hours, email customer support to confirm the cancellation was processed.
Mistake 2: not keeping proof of cancellation
If a dispute arises-for example, Scentbird charges you after you believe you have cancelled-you will need written proof. Save the confirmation email, screenshot your account status, and note the date and method you used to cancel. Yafee recommends creating a folder on your phone or computer labelled "Scentbird Cancellation" and storing all correspondence there.
Mistake 3: cancelling mid-cycle and expecting an immediate refund
Cancelling mid-cycle does not entitle you to a refund for the current month-unless you cancel within 14 days of your initial purchase or the item has not been used. If you cancel on the 20th and your billing date is the 1st, you have already paid for that month and will not receive a refund. However, you will not be charged again on the 1st of the next month.
Mistake 4: ignoring charges after "cancellation"
If a charge appears on your statement after your expected cancellation date, do not ignore it. Contact Scentbird immediately and provide your cancellation confirmation. If the company refuses to reverse the charge, ask your bank to dispute it. You have the right to a chargeback if Scentbird charged you after you cancelled.
Mistake 5: not checking the billing date
Scentbird charges on different dates for different customers, depending on when you originally signed up. Before cancelling, log into your account and note your exact billing date. If you cancel on the 15th but your billing date is the 20th, you will be charged once more before the cancellation takes effect.
What happens after your Scentbird subscription ends
Once your subscription is cancelled and the final billing cycle has passed, the account closure process continues.
Your account remains active for 30 days
After cancellation, you can still log into your Scentbird account for 30 days to view past orders, check refund status, and contact customer service if you need to. After 30 days, the account becomes read-only or is archived. If you need information from the account after cancellation, download or screenshot any documents you might need.
Verify no further charges occur
Monitor your bank statement for the next two billing cycles after cancellation to ensure no charges appear. If a charge does appear, contact Scentbird immediately with your cancellation confirmation email. If the company does not reverse the charge within 7 days, file a dispute with your bank or card issuer. Yafee advises keeping a calendar reminder to check your statement on the expected billing date.
Request deletion of payment information
Once you have cancelled, Scentbird retains your payment information (card number, expiry date) in their system for a limited time. To maximise your privacy, you can email customer support and request that they delete your stored payment details. The company must comply within a reasonable timeframe under the Protection of Personal Information Act (POPIA).
Escalation: what to do if Scentbird refuses to cancel
If Scentbird ignores your cancellation request, disputes your refund claim, or continues to charge you after cancellation, you have legal recourse.
Step 1: document everything
Compile all evidence of your cancellation attempts: emails sent to customer support, app screenshots showing the cancellation request, bank statements showing unauthorised charges, and any responses from Scentbird. Create a timeline showing each attempt and the date. Save all correspondence in both digital and printed formats.
Step 2: send a formal demand letter
If Scentbird continues charging you, send a certified letter (or registered email via your attorney) to their address demanding immediate cancellation and refund. State the specific amount owed and give them 14 days to respond. This creates a formal record and often prompts the company to act.
Step 3: escalate to the national consumer commission
If Scentbird does not respond within 14 days, file a complaint with the National Consumer Commission (NCC). The NCC investigates breaches of the Consumer Protection Act, including unfair contract terms, misleading billing, and refusal to honour cancellations. You can lodge a complaint online at ncc.org.za or by post. The NCC has the power to order Scentbird to refund you and may impose a fine on the company. Yafee recommends using the NCC's formal complaint process if the company does not respond to your direct requests.
Step 4: dispute the charge with your bank
Simultaneously, contact your bank's fraud or disputes department and request a chargeback for the unauthorised recurring charges. Your bank can reverse charges if Scentbird continued to debit your account after you cancelled. Provide your bank with all evidence, including the cancellation confirmation and timeline. Most banks process chargebacks within 30 days.
Checklist before and after cancellation
Use this checklist to ensure you complete every step and protect yourself from unexpected charges.
| Task | Deadline | Completed |
|---|---|---|
| Log into your Scentbird account and note your billing date | Before cancelling | |
| Note your subscription plan type (monthly, bundle, or gift) | Before cancelling | |
| Submit cancellation via app or email | Anytime | |
| Save the confirmation email or cancellation reference number | Within 1 hour of cancellation | |
| Verify account status shows "Cancelled" or "Inactive" | Within 3 days | |
| Check your bank statement on the next expected billing date | Next billing cycle | |
| Confirm no charge appears after the final billing date | Within 5 days of expected final charge | |
| Request refund for unused bundle or 14-day cooling-off period | Within 14 days of purchase or discovery | |
| If charge appears post-cancellation, contact bank dispute department | Within 30 days of unauthorised charge |
How yafee helps you cancel Scentbird
Navigating subscription cancellations can be complex, especially when companies do not respond or dispute refund claims. Yafee is a digital platform that helps South African consumers cancel unwanted subscriptions and recover refunds by managing the entire process on your behalf.
Instead of sending multiple emails, waiting for responses, and escalating disputes yourself, you can submit your cancellation request to Yafee. The platform handles all communication with Scentbird, tracks responses, and ensures the company honours your cancellation and refund request. If Scentbird refuses to co-operate, Yafee escalates the claim to the National Consumer Commission and pursues a refund through legal channels.
Yafee has helped thousands of consumers cancel subscriptions and reclaim money that companies were unlawfully withholding. The service is especially valuable if you have already tried cancelling directly and Scentbird has ignored or dismissed your request. Visit yafee.com to submit your claim and let the platform handle the rest.
Contact details for Scentbird cancellation
If you need to contact Scentbird directly, use the following address and channels.
Mailing address for subscription termination:
Scentbird, Inc.
401 Cottontail Lane
Somerset, New Jersey 08873
United States
Customer support email:
Check scentbird.com/contact or scentbird.com/help for the current email address. Customer support typically responds within 48 hours.
In-app support:
Open the Scentbird app, tap "Account", select "Help" or "Contact Us", and submit a support ticket directly through the app.
When you contact Scentbird, reference your order number, full name, email address, and the specific date you requested cancellation. Keep copies of all correspondence for your records and for potential escalation to the National Consumer Commission.
Summary: your next steps
Cancelling Scentbird in South Africa is a straightforward process, but requires careful documentation and follow-up to protect your rights and ensure refunds are processed. Start by opening the mobile app and navigating to your subscription settings-this is the fastest method. If the app is not available or functional, send a cancellation email to customer support and save the confirmation response.
Under the Consumer Protection Act, you are entitled to cancel at any time and receive a refund within 14 days of purchase if goods remain unopened. If Scentbird refuses to honour your cancellation or withholds a refund, escalate to the National Consumer Commission or file a chargeback with your bank.
Check your bank statement two weeks after your expected final billing date to confirm no further charges appear. If a charge does occur, contact Scentbird immediately with your cancellation confirmation, and if unresolved within 7 days, dispute the charge through your bank. Yafee has helped thousands of consumers cancel Scentbird and recover refunds when the company has not cooperated-visit yafee.com to submit your claim today and let the experts handle the process for you.