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 outlines the conditions under which returns are accepted.
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. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
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
- Contact our support team at [email protected] within 30 days of delivery.
- Provide your order number and the reason for the return.
- Wait for a Return Authorization (RA) number and shipping instructions.
Important: Do not send items back without prior authorization.
7. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
8. Damaged or Defective Items
We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at [email protected] with photos of the damage within 48 hours of delivery.
9. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the unopened item for a refund and place a new order for the desired product.
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.
