28-Day return period
Our products come with a 28-day money back guarantee. During this time period you can inspect the items you have paid for and providing they are not used or tampered with, return them for an exchange or refund. The refund will be for the cost of the perfumes, minus delivery cost, minus a 10% restocking fee. We cannot process returns after the 28-day period. Faulty or damaged goods must be reported within 48 hours of receipt of your order or a refund may not be possible. Orders cancelled prior to dispatched, will be refunded minus 5% of the total amount paid. This is to cover the non-refundable fees that we (The Vendor) have to pay.
Under no circumstances will we offer a refund or exchange goods that have been tampered with, opened or used (unless they are faulty). We will refuse claims for returns whereby you have used the product and decided that it is not to your liking, or because you perceive it to be different from previous versions that you may have tried. Perfumes can vary in smell or perception of smell for many reasons, this does not constitute a fault in the product that we are providing. For this reason, we strongly recommend, that in the first instance, you order a smaller amount of the perfume, if you have not previously sampled it from our store.
Faulty or damaged goods
In the unlikely event that goods should arrive damaged or faulty, we may provide a replacement item or refund as appropriate. Please contact us immediately in the event of damage or faults (see contact details and instructions below).
Customers are required to inspect all items that constitute the order immediately upon receipt. Failure to report any damage within 48 hours of delivery will be considered to be an acceptance of the item’s condition. Any damage reported more than 48 hours after the signature on the delivery MAY be rejected. If a return is accepted, the faulty item should be returned with all the original packaging and accessories as purchased along with all relevant documents within 28 days of purchase. The customer will be required to provide digital photographs and a confirmation statement that the item arrived damaged. This information will be used to file a claim with our courier. The customer will be required to cooperate with the courier and us in any resulting investigation. Purchasing from Scentropy Ltd is a full acceptance of these terms and conditions.
All returns (UK & Europe) must be processed by contacting us first via email and this must be done prior to you sending any returns. You can contact our customer services team to advise them you have a return to make at: firstname.lastname@example.org or by calling +44 (0) 207 315 4235.
Returning a product (UK)
Once you have advised us of the return, we recommend using a Royal Mail Recorded service when sending back to us. If you choose not to use a recorded service (at your own risk) please ensure that you apply adequate postage (padded envelopes will generally need to be sent as a ‘Large Letter’). We regret that we cannot be held responsible for non-delivery of goods you return to us, which is why we highly recommend using a Recorded service so that in the unlikely event of a lost item, you are able to claim back the value of the items from Royal Mail. Returned items that are lost are the responsibility of the sender, not Scentropy Ltd. Please retain your tracking receipt until you have received acknowledgement or credit for the return.
We advise that you return goods using adequate packaging, such as a padded envelope, to reduce the likelihood of damages occurring. Royal Mail consider perfumes as hazardous goods, and therefore when dispatching, you will need to advise the post office that the contents of the package contains perfume. The post office will then apply an ID8000 label on the package to ensure it meets the correct requirements for dispatch.
Returning a product (Europe)
Please email us at email@example.com; we will then contact you to arrange your return.