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 will consider Return requests under the following circumstances:
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. Contact Customer Support: To initiate a return request, please contact our customer support team via email at info@scentational.net. Provide your order number and a detailed explanation of the issue.
b. Return Authorisation: Once we receive your request and verify eligibility, we will provide you with a Return Authorisation (RA) number 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 with the provided RA number. Customers are responsible for the cost of return shipping.
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 the return is approved, we will process your refund within 4 business days using the original payment method used for the purchase.
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
We reserve the right to charge a restocking fee for returns that do not meet the eligibility criteria outlined in Section 1. The restocking fee will be deducted from the refunded amount.
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).
6. Contact Us
If you have any questions or concerns regarding our Return Policy, please don't hesitate to contact our customer support 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.
Thank you for shopping with us. We value your business and strive to provide you with the best shopping experience possible.