At Scentorium, we are committed to delivering a premium fragrance experience. To ensure transparency and clarity, please review the following policy regarding returns, refunds, and cancellations before placing an order.
By purchasing from the Scentorium website, you agree to the terms outlined below.
RETURN & REFUND POLICY
Due to the nature of fragrance products and hygiene considerations, we follow a strict quality and verification process.
No Returns on Opened or Used Products
- We do not accept returns or exchanges for products that have been delivered, opened, used, or tampered with.
- This policy applies even if the product remains partially unused.
Damaged, Defective, or Incorrect Products
If you receive a product that is:
- Damaged
- Leaked or broken
- Defective
- Incorrectly shipped
You must contact our Customer Support team within 24 hours of delivery.
To process your request, you are required to provide:
- A clear unboxing video showing the original sealed packaging
- Photographic or video evidence of the issue
- Your order number
Requests submitted without an unboxing video or after the specified time window may not be eligible for a refund or replacement.
Product Sensitivities & Allergies
Our fragrances contain blends of natural and synthetic ingredients. Individual reactions may vary.
- Scentorium is not responsible for allergic reactions or sensitivities.
- We strongly recommend performing a patch test before regular use.
- Returns or refunds will not be accepted based on fragrance preference, skin sensitivity, or personal dislike.
REFUND PROCESS
Eligibility
Refunds are applicable only in cases of:
- Verified damaged or defective products
- Incorrect items shipped
All claims are subject to verification by our internal quality team.
Refund Timeline
Once approved, refunds are processed within 5–7 business days
- Refunds are issued to the original payment method
- For Cash-on-Delivery (COD) orders, refunds will be processed to the provided bank account
Please note that processing times may vary depending on banks or payment providers.
Non-Delivery Claims
If your order is marked as delivered but you have not received it:
- You must contact us within 48 hours of the delivery status update
- Claims raised after this period may not be eligible for investigation or refund
Our team will verify the issue and provide a resolution within 3–4 working days.
RETURN POLICY
- Returns are only accepted for products that arrive damaged, broken, leaked, or defective
- Claims must be reported within 24 hours of delivery
- Products must be unused and in original packaging
We do not accept returns for:
- Opened or used products
- Unused products once delivered (unless damaged)
- Fragrance dissatisfaction or personal preference
CANCELLATION POLICY
Order Cancellation
Before Dispatch
- Orders may be cancelled before dispatch from our warehouse
- A payment gateway charge (up to 2%) may be deducted for prepaid orders
After Dispatch
- Orders cannot be cancelled once dispatched
- If a prepaid order is returned to us, a handling and logistics charge may be deducted from the refund amount
Refunds for Cancelled Orders
- Approved cancellations will be refunded to the original payment method within 4–6 business days
IMPORTANT NOTES
- Free or promotional shipping charges (if applicable) are non-refundable
- Refund eligibility is subject to verification and approval
- Scentorium reserves the right to reject claims that do not meet policy conditions
CONTACT US
For any questions or assistance regarding refunds, returns, or cancellations, please contact us at: info@scentorium.com.