1. Overview
We want you to be satisfied with your Scento purchase. However, as fragrances are personal cosmetic products, we must adhere to strict hygiene and safety standards. This policy explains when returns are accepted and how we put things right. Where we provide a remedy, it is issued as store credit to your Scento account by default — store credit never expires and can be used on anything in our catalogue.
2. Return Window
You have 30 days from the date of delivery to request a return. Requests made after this period will not be accepted.
3. Eligibility for Returns
To be eligible for a return, your item must be in the exact same condition that you received it:
- Unopened and Sealed: The original cellophane wrapping and seal must be intact.
- Unused: The product must not have been sprayed or used.
- Original Packaging: Must include all original boxes and packaging materials.
Hygiene Exception: Due to health and safety regulations, we cannot accept returns for any opened or used fragrance products. Once the seal is broken, the item is non-returnable.
4. Non-Returnable Items
The following items are final sale and cannot be returned:
- Opened or used fragrances.
- Subscription samples (8ml vials).
- Personalized or engraved items.
- Gift cards.
- Sale items or items purchased with a discount code greater than 20%.
5. Return Shipping Costs
You will be responsible for paying for your own shipping costs for returning your item.
We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
6. How to Initiate a Return
- Email our support team at [email protected] within 30 days of delivery with your order number and reason for the return.
- Ship the item to the address provided by our team. All return shipping costs are the responsibility of the customer. We recommend using a tracked service.
- Once we receive and inspect your return, we will issue your store credit.
Note: We do not provide prepaid return labels or reimburse return shipping costs.
7. Refunds & Store Credit
Once your return is received and inspected, we will email you to confirm receipt and to notify you of the approval or rejection of your claim.
If approved, the amount is issued as store credit to your Scento account. Store credit is applied automatically at checkout, never expires, and can be used on any product in our catalogue. We issue store credit rather than returning funds to your original payment method.
A cash refund to your original payment method is issued only in limited circumstances — for example, where the only item in your order cannot be fulfilled (such as an out-of-stock, blacklisted, or discontinued product) — and otherwise only to the extent required by applicable mandatory consumer-protection law.
Late or Missing Store Credit: If your store credit doesn’t appear in your account, please contact us at [email protected] and we’ll resolve it promptly.
8. Damaged or Defective Items
If an item arrives damaged or defective, email us at [email protected] with photos of the damage within 48 hours of delivery. We will make it right with a replacement or store credit.
9. Exchanges
We do not offer direct exchanges. If an item is unavailable, we will provide a suitable replacement or store credit so you can choose another product whenever it suits you.
10. EU Right of Withdrawal
If you are a consumer in the European Union, you have a statutory right to cancel your order within 14 days. However, this right does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Therefore, opened perfumes are exempt from the right of withdrawal. Where a valid withdrawal or other mandatory statutory right applies, we honour it to the extent required by law; in all other cases, remedies are provided as store credit as described above.
11. Scento+ Membership
Scento+ membership fees, including all recurring renewal charges, are non-refundable. On cancellation, your membership remains active until the end of the period you have already paid for, and you will not be charged for subsequent periods. See our Terms of Service for full membership terms.