1. Overview
At Scento, we are committed to your satisfaction with our perfume subscription service and individual purchases. We understand that fragrance is personal, and we want you to be delighted with your selections. This return policy outlines your rights and our procedures for returns within the European Union.
2. EU Consumer Rights
Under EU consumer protection laws, you have the right to cancel your order within 14 days without giving any reason. This cancellation period expires 14 days after the day you (or a third party indicated by you) receives the goods.
To exercise your right of cancellation, you must inform us of your decision by a clear statement (e.g., email to [email protected]).
3. Return Eligibility
3.1 Eligible for Return
- Unopened Products: All unopened and unused perfume products in their original packaging
- Damaged or Defective Items: Products that arrive damaged or with manufacturing defects
- Incorrect Orders: Items that differ from what you ordered
3.2 Not Eligible for Return
Due to hygiene and safety regulations:
- Opened Fragrances: Any perfume bottle where the seal has been broken or the product has been used
- Subscription Samples: Monthly 8ml subscription vials that have been opened
- Personalized Items: Any customized or engraved products
- Gift Cards: Digital or physical gift cards
4. Return Process
4.1 Initiating a Return
- Contact our customer service team at [email protected] within 14 days of receiving your order
- Include your order number and reason for return
- Wait for return authorization and instructions
4.2 Packaging Your Return
- Use original packaging when possible
- Ensure items are securely wrapped to prevent damage during transit
- Include all original accessories, documentation, and free gifts received with the order
4.3 Shipping Your Return
- We will provide a prepaid return label for eligible returns
- Ship your return within 14 days of receiving authorization
- Keep your shipping receipt as proof of return
5. Refund Process
5.1 Processing Time
Once we receive your returned item, we will:
- Inspect the product within 3 business days
- Process approved refunds within 14 days of receiving the return
- Send you an email confirmation when your refund is processed
5.2 Refund Method
- Refunds will be issued to your original payment method
- Bank processing times may vary (typically 3-5 business days)
- Shipping costs are refundable only for damaged, defective, or incorrect items
6. Subscription-Specific Terms
6.1 Monthly Subscriptions
- Cancel anytime before your next billing date to avoid future charges
- Current month's shipment cannot be returned if already dispatched
- Pause your subscription instead of canceling if you need a temporary break
6.2 Prepaid Subscriptions
- Unused months are fully refundable upon cancellation
- Used months are calculated at the regular monthly rate
- Promotional discounts may be adjusted in the refund calculation
7. Exchanges
While we don't offer direct exchanges, you can:
- Return the unwanted item for a refund
- Place a new order for your preferred product
- Use our personalization quiz to find better matches
8. Damaged or Lost Shipments
8.1 Damaged Upon Arrival
- Document damage with photos
- Report within 48 hours of delivery
- We'll send a replacement at no extra cost
8.2 Lost in Transit
- We'll investigate with the carrier
- Confirmed lost packages will be replaced or refunded
- Typical investigation time: 5-10 business days
9. International Returns
For orders shipped outside your country of residence within the EU:
- Same 14-day return policy applies
- Customer may be responsible for return shipping costs
- Any customs duties paid are non-refundable
10. Contact Information
Customer Service Team
Email: [email protected]
Response time: Within 24 hours on business days
Mailing Address for Returns
Scento Returns Department
[Address will be provided in return authorization]
11. Policy Updates
This return policy may be updated periodically. The version in effect at the time of your purchase will apply to that transaction. Last updated: January 25, 2025.
12. Your Statutory Rights
This return policy does not affect your statutory rights under EU consumer protection laws. You may have additional rights under your local consumer protection regulations.