Shipping and Refunds Policy

Shipping Policy

All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

  • We Use FEDEX international Priority Shipping Worldwide

Shipping Options

Price

United Kingdom

£3.95

Europe

£9.00

U.S

Rest of World

£15

NOTE: We are not responsible for shipping carrier delays.

24/7 Friendly
Support

Priority Shipping

Secure Online
Payment

Klarna, Paypal,

Debit Card accepted

Refunds Policy

Scentality Returns & Refunds Policy

At Scentality, every fragrance is crafted and packaged with exceptional care. Due to the nature of perfume and cosmetic products, all sales are final unless the item is faulty or legally eligible for return under consumer law.

Statutory Rights

Under UK consumer law, you are entitled to a refund or replacement if a product is:

Faulty

Damaged on arrival

Not as described

This policy does not affect your statutory rights.

Hygiene & Safety Policy

Fragrance is a cosmetic product. For hygiene, safety and product integrity reasons, we do not accept returns or offer refunds on opened, used, or tested fragrances.

A product will be considered used if:

The bottle seal or wrapping has been opened

The atomiser has been pressed / liquid sprayed

The bottle shows signs of tampering or handling beyond inspection

We will check returned products thoroughly.
If any signs of use are present, the product will not be refunded and may be returned to you at your cost.

Unopened Returns (Case-by-Case)

We may at our discretion accept a return only if:

The product is completely unopened and unused

The seal and packaging are fully intact

The item is in 100% resaleable condition

Approval is not guaranteed.

Fragrance Performance Notice

Fragrance experience varies due to skin chemistry, environment, and personal perception.
We do not offer refunds or exchanges based on scent preference, longevity, strength, or performance.

Damaged or Faulty Items

If your item arrives damaged or appears faulty, please contact us within 48 hours with:

Order number

Photos/videos of item & packaging

Description of the issue

If confirmed, a replacement will be issued.

Order Cancellations

Orders cannot be cancelled once processed or dispatched.

Shipping Delays & Lost Parcels

Once dispatched, shipping times are outside our control.
We will assist with courier investigations in the event of a lost parcel.

International Orders

International customers are subject to local laws.
Due to fragrance shipping regulations, international returns may not be possible.
Duties, taxes, and import fees are non-refundable.

 

Summary:

 

Change of mind

❌ No refund

Opened / sprayed perfume

❌ No refund

Unopened, sealed product

✅ Case-by-case review

Faulty or damaged item

✅ Replacement

Skin chemistry / longevity issues

❌ No refund

Statutory consumer rights

✅ Always honoured

 

 

Contact Us

If you have questions, you can reach us at:
📧 scentality.uk@gmail.com

Order Process

01.

Orders are processed in 2-3 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2-3 business days of their arrival in stock.

02.

Orders that are successfully placed will receive an e-mail confirmation with the order details. If you haven't received an email, please check your spam folder or contact us for confirmation.

03.

If you have any questions about your order, please contact us right away at gemthemes@gmail.com We will be unable to make changes to your order once it has been shipped.

04.

Please double-check that you have entered the correct address. We are not liable for non-delivery due to address errors that you provide. We will refund the original order if an order is returned due to an incorrect address.