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