Refund Policy
Scentara · Customer Policy
Your Trust
Is Our Promise.
A clear, fair and thoughtfully presented refund policy designed to make every Scentara purchase feel confident and reassuring.
Last Updated: [01-01-2025]
A little clarity before we begin
Because trust should always feel transparent.
Before You Request a Refund
A Little Clarity Before We Begin
We want every Scentara experience to be smooth, transparent and reassuring. Please review the conditions below before submitting a refund or return request.
✦
Unopened Products
Where applicable, products should remain unused and unopened to qualify for a return.
◈
Original Condition
Items should be returned in their original condition, packaging and included components.
◇
Proof of Purchase
Your order number, invoice or other purchase information may be required.
01 · Eligibility
When Is a Refund Available?
Refund eligibility depends on the condition of the product, the reason for the request and the circumstances surrounding the order.
✓ Damaged product received
Where the item is verified as damaged upon delivery.
✓ Incorrect product received
Where the item delivered does not match the confirmed order.
✓ Verified fulfilment issue
Where Scentara confirms an error that requires a refund or replacement.
02 · Limitations
Situations That May Not Qualify
Some requests may not be eligible for a refund, particularly where product integrity or hygiene has been affected.
× Used or opened products
Where applicable hygiene and product-integrity rules prevent return.
× Damage after delivery
Damage caused after the order has been received may not qualify.
× Requests outside the applicable period
Requests submitted after the stated return window may not be eligible.
The Return Window
[ 3 DAYS ]
From the Date of Delivery
Please contact Scentara within [3 DAYS] of delivery if your request falls within our applicable return period.
Replace [3 DAYS] with your actual approved policy period.
Something Isn’t Right?
We’re Here to Help.
If your package arrives damaged, defective or different from what you ordered, please contact Scentara as soon as possible so we can review the situation.
What to Send Us
01 · Order Number
Your order or invoice reference.
02 · Clear Photos
Photos of the product and package, where relevant.
03 · A Short Description
Briefly explain what went wrong.
The Scentara Process
How Your Refund Request Works
A simple, transparent journey from request to resolution.
01
Submit Your Request
Send your request with the required order details and supporting information.
02
Our Team Reviews It
We review the request and determine whether it meets the applicable policy conditions.
03
Return or Resolution
If approved, we guide you through the next step, including any return or replacement requirements.
04
Refund Processed
Once approved and any required checks are complete, the refund is processed according to the applicable method.
Refunds & Processing
How Your Refund Reaches You
Once a refund is approved, it is handled through the applicable payment method and processing requirements.
Payment Processing
Approved refunds begin processing after the request has been reviewed and approved.
Payment Provider
The time for funds to appear may depend on your bank, card issuer or payment provider.
Order Verification
Some requests may require additional verification before the refund can be finalized.
Product Integrity
Because Fragrance Is Personal.
For hygiene, safety and product-integrity reasons, certain opened or used fragrance products may not be eligible for return or refund.
Always review the applicable product-specific conditions before opening or using an item you may need to return.
Please Keep It Original
Until you are certain you want to keep an item, preserve the packaging, accessories and product condition as received.
Individual Consideration
Special Circumstances
We understand that not every situation fits neatly into a standard policy. If you believe your case deserves individual consideration, contact our customer-care team with your order details and a clear explanation of the situation.
Questions & Answers
Frequently Asked Questions
Clear answers to common refund and return questions.
Scentara Customer Care
Your Trust Deserves More Than a Policy.
It deserves clarity, care and a commitment to treat every Scentara experience with the attention it deserves.