RETURNS & EXCHANGE POLICY

1. GENERAL POLICY

At Scentia, every fragrance and product is inspected for quality and authenticity before dispatch.
Because perfumes and cosmetics are classified as personal-use and hygienic products, we maintain a strict no-return policy once packaging has been opened.
We strive for complete satisfaction, and exceptions apply in limited cases (see below).

2. ELIGIBILITY FOR RETURN OR EXCHANGE

A return or exchange may be accepted only if:

  • The wrong product or size was sent.

  • The item arrived damaged or leaking due to shipping.

  • The order was incomplete or missing items.

To qualify, you must notify our Customer Care team within 7 days of delivery at [insert email] and include:

  • Order number

  • Clear photos of the item and outer packaging

  • Description of the issue

Returns requested after 7 days or missing evidence cannot be processed.

3. NON-RETURNABLE ITEMS

For safety and hygiene, the following items cannot be returned or exchanged:

  • Opened or used fragrances and cosmetics

  • Discovery sets with broken seals

  • Samples or promotional items

  • Products purchased through third-party retailers or unauthorized resellers

4. CONDITION OF RETURNED ITEMS

Approved returns must be:

  • Unopened, unused, and in original condition (cellophane intact, packaging undamaged)

  • Returned with all accessories, caps, and boxes included

If an item is not returned in its original state, Scentia LLC reserves the right to refuse the refund or apply a partial credit.

5. RETURN PROCESS

  • Once your request is reviewed, you will receive a Return Authorization Number (RAN) and instructions.

  • Ship the package to the address provided, securely packed to prevent leaks or breakage.

  • Once inspected and approved, a replacement or refund will be processed within 10 business days.

Shipping costs for returns are the responsibility of the customer unless the return is due to Scentia’s error or a defective product.

6. REFUNDS

  • Refunds are issued to the original method of payment only.

  • Shipping fees and international duties are non-refundable.

  • Depending on your bank, refunds may take 5–10 business days to appear.

7. INTERNATIONAL ORDERS

International buyers are responsible for customs duties, import taxes, or local regulations.
We cannot refund or replace products delayed or refused by foreign customs due to import restrictions.

8. DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged, please contact us immediately with:

  • Photo of the damaged item(s)

  • Order number and delivery date

We will arrange for replacement or credit after verifying the claim.
Please retain all original packaging until your claim is resolved.

9. EXCHANGES

Direct exchanges are only permitted for identical products that arrived damaged or incorrect.
If the desired product is unavailable, a store credit or refund will be issued.

10. CANCELLATIONS

Orders can only be canceled within 2 hours of purchase and before shipping confirmation.
After dispatch, the sale is final.

11. CONTACT US

For assistance with returns or exchanges, please contact:
Scentia LLC
📧 Email: exec@scentia.com
🏢 Address: Florida, USA
🌐 Website: www.scentia.com