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Return & Refund Policy — SCENTFY

This Return & Refund Policy complies with applicable consumer protection laws, including the EU Consumer Rights Directive, and outlines the conditions under which returns, refunds, and replacements may be granted by SCENTFY. By placing an order on our website, you agree to the terms described below.

1. Right of withdrawal (European Union customers)

If you are a customer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason, in accordance with EU consumer protection laws.

Exception: For health, hygiene, and safety reasons, this right of withdrawal does not apply to sealed fragrance products that have been opened, used, or unsealed after delivery.

2. Return eligibility

Returns, refunds, or replacements are accepted only under the following conditions:

  • The item arrived damaged or defective
  • The wrong item was received
  • The order was lost in transit and confirmed by the carrier

3. Non-returnable items

The following items are non-returnable and non-refundable:

  • Opened, used, or unsealed perfumes and fragrance products
  • Items without original packaging or with broken safety seals
  • Products damaged due to misuse, negligence, or improper storage
  • Orders placed incorrectly by the customer (wrong item selected)

4. Return request timeframe

Any request for a return, refund, or replacement must be submitted within 7 calendar days of delivery. For EU withdrawal requests, notification must be sent within 14 calendar days of receipt.

5. How to request a return or refund

All requests must be submitted by contacting our support team through the contact channels available on our website. Customers must provide:

  • Order number
  • Description of the issue
  • Clear photos and/or videos of the product and packaging (if applicable)

Requests submitted without sufficient documentation may be denied.

6. Refund approval and processing

Refunds are issued only after approval and verification. Approved refunds will be processed using the original payment method in compliance with PayPal, Stripe, and Shopify Payments policies.

Refund processing typically takes 5 to 10 business days, depending on the payment provider and financial institution.

7. Partial refunds

Partial refunds may be issued at SCENTFY’s discretion in cases such as:

  • Minor damage not affecting product usability
  • Missing original packaging
  • Partial delivery issues

8. Exchanges

SCENTFY does not offer direct exchanges. If eligible, a refund will be issued and the customer may place a new order separately.

9. Return shipping costs

If the return is approved due to an error on our part (damaged, defective, or incorrect item), SCENTFY will cover return shipping costs.

In all other cases, return shipping costs are the responsibility of the customer.

10. Orders lost in transit

If an order is officially confirmed as lost by the carrier, SCENTFY will offer either a replacement or a full refund, depending on stock availability and customer preference.

11. Chargebacks and payment disputes

Customers agree to contact SCENTFY support before initiating any chargeback, PayPal claim, or payment dispute.

Unauthorized chargebacks or disputes filed without first contacting us may be contested using order confirmation, tracking data, delivery confirmation, and this policy as evidence. Abuse of chargebacks may result in refusal of future service.

12. Policy updates

SCENTFY reserves the right to update or modify this Return & Refund Policy at any time. Any changes will take effect immediately upon publication on this page.

13. Contact information

For questions regarding returns, refunds, or withdrawals, please contact the SCENTFY support team through the communication channels available on our website.