Refund policy

RETURN & REFUND POLICY

Last Updated: September 2026

At SCENTRIAS, we want every order to reach you in perfect condition. We carefully inspect and pack our fragrances before dispatch. If there is a problem with your order, please contact us and we will do our best to resolve it fairly and promptly.

1. RETURN ELIGIBILITY

You may request a return within 7 days of receiving your order if:

  • You received the wrong product.

  • The product arrived damaged or broken.

  • The perfume bottle is leaking when received.

  • The product has a manufacturing or packaging defect.

  • The product received is materially different from the product ordered.

To be eligible for a return, the product must be returned with its original packaging, box, labels, and any accessories supplied with the order.

2. OPENED OR USED PERFUMES

For hygiene, safety, and product-integrity reasons, we generally cannot accept returns or exchanges for perfumes that have been opened, sprayed, used, or altered, unless the item was received damaged, defective, leaking, or incorrect.

Personal preference regarding a fragrance, including whether a customer likes or dislikes the scent, does not qualify as a product defect.

Please review the fragrance description and notes carefully before placing your order.

3. DAMAGED, LEAKING OR INCORRECT PRODUCTS

If your order arrives damaged, leaking, broken, defective, or incorrect, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • Your full name

  • Clear photographs of the product

  • Photographs of the outer packaging

  • A short video where necessary to show leakage or damage

Please do not dispose of the product or its packaging until your claim has been reviewed.

Once the issue has been verified, SCENTRIAS may offer a replacement, exchange, store credit, or refund, depending on the circumstances.

4. CHANGE-OF-MIND RETURNS

If you change your mind after receiving your order, a return may be accepted only if:

  • The perfume has not been opened or sprayed.

  • The original seal, where applicable, is intact.

  • The bottle, box, label, and packaging are undamaged.

  • The product is in its original resalable condition.

  • The return request is made within 7 days of delivery.

Customers are responsible for return shipping costs for approved change-of-mind returns.

Original delivery charges are non-refundable.

5. NON-RETURNABLE ITEMS

Returns or exchanges will generally not be accepted for:

  • Opened or used perfumes

  • Products with broken or removed seals

  • Products damaged after delivery

  • Products stored or handled incorrectly by the customer

  • Items returned without their original packaging

  • Products purchased during clearance or final-sale promotions where clearly marked as non-returnable

  • Free gifts, samples, or promotional items

  • Products returned because the fragrance does not suit the customer's personal preference

6. RETURN PROCESS

Before returning any product, please contact SCENTRIAS Customer Support and provide your order information and reason for return.

Please do not send a product back without receiving return instructions from us.

Products returned without prior approval may not be accepted.

Customers should pack returned products securely to prevent damage during transit.

7. REFUNDS

Once your returned product is received and inspected, we will notify you regarding approval or rejection of the refund.

If approved, the refund will be processed using the applicable payment method or another mutually agreed method.

Please allow approximately 7–10 business days after approval for the refund to be processed. Processing times may vary depending on the payment provider or bank.

Shipping and delivery charges are generally non-refundable unless the return is due to an error by SCENTRIAS or the product arrived damaged or defective.

8. EXCHANGES

Where applicable, an approved product may be exchanged for the same product or another product of equivalent value.

If the replacement product has a higher price, the customer will be required to pay the difference.

If the replacement product has a lower price, any applicable balance will be handled according to the refund method agreed with SCENTRIAS.

Exchanges are subject to product availability.

9. ORDER DAMAGE DURING DELIVERY

SCENTRIAS takes care when packaging orders for delivery. If a parcel appears severely damaged when delivered, we recommend taking photographs or a video before opening it.

Any delivery-related damage should be reported within 48 hours of receiving the parcel so that we can investigate the matter with the courier.

10. ORDER CANCELLATIONS

Orders may be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it cannot normally be cancelled and will instead be subject to our return conditions.

SCENTRIAS reserves the right to cancel an order in cases including payment issues, incorrect pricing, suspected fraudulent activity, stock unavailability, or circumstances beyond our reasonable control. Any payment already received for a cancelled order will be refunded where applicable.

11. PROMOTIONAL & DISCOUNTED PRODUCTS

Products purchased during promotions, sales, bundles, or special offers are subject to the same product-quality protections described above.

However, products specifically identified as Final Sale, Clearance, or Non-Returnable at the time of purchase cannot normally be returned because of a change of mind.

This does not affect claims relating to products received damaged, defective, leaking, or incorrect.

12. REFUSAL OF RETURNS

SCENTRIAS reserves the right to refuse a return where:

  • The product shows signs of use or alteration.

  • The return request is outside the permitted return period.

  • Required evidence of damage or defect has not been provided.

  • The returned product does not match the item originally supplied.

  • The product has been damaged through misuse or improper storage.

  • The conditions of this Return & Refund Policy have not been met.

13. CONTACT US

For returns, exchanges, damaged products, or refund enquiries, please contact:

SCENTRIAS
Website: scentrias.com
Instagram: @scentrias_
Facebook: https://www.facebook.com/Scentrias/

Please include your order number whenever contacting us regarding an existing order.

SCENTRIAS reserves the right to update this Return & Refund Policy when necessary. The version displayed on our website at the time of your purchase will apply to your order, subject to any rights available to you under applicable law.