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1. General
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
We do not offer returns or refunds for any orders outside the EU, all international sales will be final.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at scentorage@outlook.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at scentorage@outlook.com
2. Acceptance of Return/Refund
Product Condition: The item must be unused, in the same condition that you received it, and in the original packaging. Samples and decants are non returnable and non refundable. For more information please scroll down to section 3.
3. Unacceptable Return/Refund
Cosmetics and Skincare Items: Please note, that we do not accept returns for cosmetics and skincare items due to health and hygiene reasons. Make your selections carefully.
Refillable Bottles: We do not take returns on refillable bottles due to it's very easy for the customer to tamper with the fragrance.
Samples/Decants: We do not accept returns or refunds on samples or decants in any matter because of tamper and health risks. Please carefully review your order before completing the purchase.
4. Return Process
Initiating a Return: To initiate a return, please contact our customer support team at scentorage@outlook.com with your order number and the reason for the return. Our team will provide you with return authorization and instructions on how to proceed.
Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to a mistake on our part (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method to ensure the safe return of your item.
Return Address: Please send your returns to the address provided in the return authorization email. Unauthorized returns or returns sent to the wrong address may not be processed.
5. Return Shipping
Responsibility for Shipping Handling (SH): Your convenience is important to us. For re-delivery and returns, refused customers are responsible for Shipping and Handling (SH) fees unless the situation arises from a Company or Carrier error.
Non-Reimbursable Items: Certain elements like shipping handling, tax, and gift wrapping can't be reimbursed. We appreciate your understanding on this matter.
Original Shipping Cost: The original shipping cost remains unchanged for undelivered, unclaimed, refused, or returned packages unless it's a Company error. We're committed to making things right.
6. Restocking Fees
Restocking Fee for Opened/Used Items: If an item is returned with a broken seal or appears to have been used, a restocking fee of, 5% or more will be deducted from your refund. The exact fee will depend on the level of usage or damage.
7. Inspection and Refund
Refund Issuance: Once we have received and thoroughly inspected the returned products, we will promptly issue a refund to your original payment method. Please allow, 5-7 business days for the refund to be processed after inspection.
Store Credit Option: As an alternative to a refund, customers may opt for store credit. This credit will be applied to your Scentorage.com account and will never expire, giving you the flexibility to use it at your convenience on future purchases.
8. Exchanges
We do not accept exchanges.
The only exception is for our own branded full-size fragrances (By Scentorage).
This exception does not apply to samples, decants, or any other products listed for sale on our website.
9. Damaged or Defective Items
Responsibility Acknowledgment: If an item has been shipped from our warehouse in a damaged or flawed condition, Scentorage.com accepts 100% responsibility for that item.
Proof of Damage: Please provide clear photos of the damaged or defective item, along with the packaging, to help us assess the situation. A great tip would be to record your unboxing, especially if the outer shipping box/bag is already visibly damaged.
10. International Returns
Current Limitation: International Returns are not accepted at this time.
Customs and Duties: Customers are responsible for all customs fees, duties, and shipping costs for international packages. Scentorage.com is not responsible for items lost in transit during international shipping.
11. Cancellations
Cancelling Orders: You have a 30-minute window after placing your order to request a cancellation. After this period, we cannot guarantee changes or cancellations, as your order may already be processed or shipped.
Please review your cart before checking out — as a customer, you are responsible for placing the correct order.
To cancel within the 30-minute window, please contact us immediately via email at Scentorage@outlook.com
Canceled Orders: 4% will be charged for any cancelled order not shipped yet. This is to cover transactional / refund fees incurred.
12. Sales Tax Policy
Qualifying Returns: Experience seamless returns with our transparent Sales Tax Policy. We're pleased to inform you that for all qualifying returns, we fully refund sales taxes. This commitment is part of our effort to make your shopping experience as convenient and worry-free as possible.
Exemplary Customer Service: Our dedication to excellent customer service extends to the handling of sales taxes. If you have any questions or concerns regarding sales taxes on returns or exchanges, our responsive Customer Care team is here to assist you promptly. Feel free to reach out for personalized support.
Refund Process and Timeline: Upon initiating a return, our team expedites the process of refunding sales taxes. You can expect the refunded amount to be processed efficiently and reflected in your account. However, please note that the timeline may vary based on your financial institution's processing speed.
Refund Process and Timeline: Upon initiating a return, our team expedites the process of refunding sales taxes. You can expect the refunded amount to be processed efficiently and reflected in your account. However, please note that the timeline may vary based on your financial institution's processing speed.