Refund policy

Return and Refund Policy

At Scentora, we want every customer to feel confident when placing an order with us. Because we sell fragrance and personal-care products, our return and refund policy is designed to protect both our customers and the integrity, safety, and hygiene of our products.

By placing an order on our website, you agree to the terms below.

Return Eligibility

We accept return requests within 14 days of delivery.

To be eligible for a return, the item must be:

Unused, unopened, and in its original condition;
Sealed in its original retail packaging;
Free from damage, tampering, stains, odors, or signs of use;
Returned with all original boxes, protective packaging, accessories, labels, and inserts.

For hygiene, safety, and product-integrity reasons, perfumes, fragrances, and personal-care items that have been opened, sprayed, tested, used, or unsealed cannot be returned unless the item arrived damaged, defective, or incorrect.

Non-Returnable Items

The following items are not eligible for return or refund:

Opened, used, sprayed, or tested fragrances;
Products with broken seals, missing packaging, or removed protective wrapping;
Items returned without prior approval;
Products damaged after delivery due to misuse, improper storage, or handling;
Items purchased during final sale, clearance, promotional, or limited-time offers, unless required by applicable law;
Gift cards, digital items, or promotional bonuses;
Orders refused at delivery or returned due to an incorrect, incomplete, or undeliverable address provided by the customer.

Please note that scent preference, personal taste, longevity expectations, skin reaction, or change of mind after opening the product do not qualify as product defects.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.

To review the issue, we may require:

Your order number;
Clear photos of the item received;
Clear photos of the outer shipping package;
Clear photos of any damaged, defective, or incorrect product;
A description of the issue.

Claims submitted without supporting evidence may be denied.

If we confirm that the item arrived damaged, defective, or incorrect, we may offer one of the following solutions at our discretion:

A replacement item;
Store credit;
A refund to the original payment method;
Another reasonable resolution.

We reserve the right to reject claims that appear fraudulent, abusive, unsupported, or inconsistent with the delivery record.

Return Authorization Required

All returns must be approved before being sent back.

To start a return request, please contact our customer support team at:

support@scentora-us.shop

Please include your order number and the reason for your request.

If your return is approved, we will provide return instructions. Items sent back without prior authorization may be refused and may not be eligible for a refund.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect and the claim is approved by us.

Original shipping fees, shipping protection fees, handling fees, and priority processing fees are non-refundable unless required by applicable law.

We strongly recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, damaged, or delivered to the wrong address during return transit.

Inspection and Refund Approval

All returned items are inspected after arrival.

Receiving a returned item does not guarantee that a refund will be approved.

We reserve the right to deny a refund if the returned item:

Has been opened, used, sprayed, tested, or tampered with;
Is missing original packaging, seals, labels, boxes, or accessories;
Is damaged, stained, altered, or not in resaleable condition;
Does not match the item originally shipped;
Was returned outside the approved return window;
Was returned without authorization.

If the return is approved after inspection, the refund will be issued to the original payment method used at checkout.

Refunds may take several business days to appear on your statement, depending on your bank, card provider, or payment processor. We do not control processing times after a refund has been issued.

Cancellations

Orders may only be canceled before they are processed, packed, or shipped.

Once an order has been processed or shipped, it can no longer be canceled. In that case, the customer must wait for delivery and request a return according to this policy.

We are unable to cancel orders that are already in transit.

Address Errors and Failed Deliveries

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to:

Incorrect shipping address;
Missing apartment, suite, or unit number;
Incorrect postal code;
Refused delivery;
Failure to collect the package;
Unavailable recipient;
Carrier delivery issues caused by customer-provided information.

If an order is returned to us due to an address issue or failed delivery, shipping fees are non-refundable. Additional shipping fees may apply if the customer requests reshipment.

Lost or Stolen Packages

Once a package is marked as delivered by the carrier, the order is considered delivered.

We are not responsible for packages that are lost, stolen, misplaced, or removed after delivery confirmation.

If you believe your package was stolen or incorrectly delivered, please contact the carrier directly and check with neighbors, household members, building staff, or local delivery points.

Chargebacks and Payment Disputes

We encourage customers to contact us first so we can resolve any issue quickly and fairly.

Opening a chargeback or payment dispute without first contacting us may delay resolution. We reserve the right to provide the payment processor with order records, tracking information, delivery confirmation, customer communication, and policy acceptance evidence.

Submitting a false or abusive dispute may result in the customer being blocked from future purchases.

Exchanges

We do not guarantee exchanges.

If an exchange is approved, it will depend on product availability. If the requested item is unavailable, we may offer store credit, a replacement of similar value, or another resolution at our discretion.

Allergies and Sensitivities

Fragrance products may contain ingredients that can cause sensitivities or allergic reactions in some individuals.

Customers are responsible for reviewing product information before use. We recommend testing products carefully and discontinuing use immediately if irritation occurs.

Allergic reaction, sensitivity, or personal incompatibility with a fragrance does not qualify as a product defect unless required by applicable law.

Policy Abuse

We reserve the right to refuse returns, refunds, replacements, or future orders if we detect abuse of our policies, including but not limited to:

Excessive return requests;
Repeated claims of damaged, missing, or incorrect items;
False claims;
Suspicious activity;
Use of multiple accounts to bypass policy limits;
Chargeback abuse.

Contact Us

For return and refund requests, please contact us at: