Refund policy
We want every Scentologia order to arrive exactly as expected. If there is an issue with your order, please contact us so that our team can assist you.
Damaged or Incorrect Products
Please inspect your parcel and products upon delivery to ensure that they correspond with your order and have arrived in good condition.
If the parcel is visibly damaged or there is an obvious issue at the time of delivery, you or the person authorized to receive the parcel may refuse the delivery and indicate the reason for refusal on the carrier's delivery document.
If you discover that an item is damaged, defective, or incorrect after accepting the delivery, please contact our Customer Service team at:
Please include your order details and, where possible, photographs showing the issue so that our team can review your request.
Return Conditions
Returned products must be:
· Unopened and unused;
· Complete and in their original condition;
· Returned with their original packaging; and
· Properly protected for return shipping.
For hygiene, safety, and product integrity reasons, opened or used fragrance products cannot be returned, except where the product is defective or where otherwise required by applicable law.
Products returned incomplete, damaged after delivery, used, opened, or without their original packaging may not be eligible for a refund, subject to applicable consumer protection laws.
Return Shipping
Unless the return is due to an error by Scentologia or a defective/non-conforming product, return shipping costs are the responsibility of the customer.
We strongly recommend returning products using a secure and trackable shipping method and retaining proof of shipment until your return has been processed.
Please contact Customer Service before sending your return so that we can provide the appropriate return instructions.
Refunds
Once the returned products have been received and inspected, we will notify you regarding the status of your refund.
Eligible refunds will be processed using the original payment method as soon as possible and, where applicable, within fourteen (14) days in accordance with applicable consumer protection laws.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Unclaimed or Undeliverable Parcels
If a parcel is returned to Scentologia because it was not collected within the carrier's collection period, we will process any applicable refund after the parcel has been returned to us and inspected.
Any deduction of shipping or return costs will be made only where permitted by applicable law.
Contact Us
For any questions regarding a return, damaged product, incorrect item, or refund, please contact our Customer Service team: