At Scentational, we are committed to providing our customers with high-quality fragrances and great customer service. We ensure your complete satisfaction with your purchase. We understand that there may be situations where you need to return an item and request a refund. This Return/Refund Policy outlines the terms and conditions governing refunds for products purchased on our website.
1. Eligibility for Returns
We offer a 14-day return window for eligible items purchased on our website.
a. Damaged or Defective Products: If you receive a product that is damaged during shipping or is found to be defective upon receipt, please contact our customer support team within 14 days of receiving the item.
b. Wrong Item Received: If you receive the wrong item, please notify us within 14 days of receiving the product.
c. Unopened and Unused Products: For all other return requests, we accept returns of unopened and unused products within 14 days of purchase.
2. Return Process
a. Request a Return: You can initiate a return by submitting a request directly against your order on our website, or by contacting our customer support team at info@scentational.net with your order number and a detailed explanation of the issue. Requests are reviewed and approved or declined by our team.
b. Return Shipping Label: Once your request is approved, we will provide you with a prepaid Return Shipping Label and instructions on how to return the product.
c. Return the Product: Package the product securely, including all original packaging and accessories, and ship it back to us using only the return shipping label provided. The cost of return shipping will be deducted from your refund, unless the return is due to our error (e.g., a damaged or incorrect item).
d. Inspection and Processing: Once we receive the returned product, we will inspect it to ensure it meets the eligibility criteria outlined in Section 1. If approved, we will process your refund within 4 business days of receiving the returned product, credited to your original payment method. Please note it may take an additional 3–5 business days for the refunded amount to appear in your account, depending on your payment provider.
3. Non-Refundable Items
a. Opened or Used Products: We cannot accept returns or provide refunds for products that have been opened, used, or altered in any way, unless they are damaged or defective (as per Section 1a).
b. Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
4. Restocking Fee
A restocking fee of 5% of the item's price applies to approved returns that fall outside the eligibility criteria in Section 1 but are still accepted at Scentational's discretion. This fee will be deducted from your refund.
Returns that do not meet the eligibility criteria in Section 1 and are not approved at our discretion — such as products that are used, opened, or altered outside of the exceptions listed — will not be refunded. In these cases, we will notify you and the item will be made available for return shipping at your own cost and arrangement (e.g., via USPS or UPS), since a prepaid label is only issued for approved returns. If no return shipping is arranged within 14 days of notification, Scentational reserves the right to dispose of the item.
4a. Tester and Unboxed Products
Products listed as Tester or Unboxed are sold without retail packaging as part of their normal condition — this is not a defect. Please refer to our Authenticity Guarantee page for details. Returns for these products are evaluated under the same criteria as Section 1; missing packaging alone is not grounds for a damaged/defective claim on Tester or Unboxed items.
5. Shipping Charges
Shipping charges, including those for the original purchase and the return, are non-refundable unless the return is a result of our error (e.g., you received a damaged or wrong item). Please note that some fragrances may have shipping restrictions due to regulations set by certain government agencies.
6. Contact Us
If you have any questions or concerns regarding our Return Policy, please contact our customer support team at info@scentational.net.
Scentational reserves the right to amend or update this Return Policy at any time. Any changes will be posted on our website, and the revised policy will apply to all purchases made after the effective date.
Our goal is to make your shopping experience stress-free. If you're unsatisfied for any reason, we'll work with you to make it right.
Thank you for shopping with us. We value your feedback and strive to provide you with the best shopping experience possible.