At Scentegrade, we take pride in the quality of our products and are constantly working to provide an unparalleled shopping experience to our customers. However, we fully understand that there are instances where a customer exchanges or returns the product due to any unforeseen circumstances. To assist customers, this policy outlines the terms and conditions for returns and exchanges.
ELIGIBILITY FOR RETURNS AND EXCHANGES
- Returns and exchanges must be initiated within 15 days of the date of purchase.
- Products purchased during special promotions and holiday sales are also eligible for returns and exchanges.
CONDITION OF PRODUCTS
- Fragrance should remain at least 90% in the bottle.
- The original packaging of the product, which includes a sticker, tags, seals, and protective wrapping, must be intact.
- Damaged and partially used products are not eligible for returns and exchanges.
PROCESS OF RETURN
- To proceed with a return, please contact our customer support team at support@scentegrade.com
- Provide your order number, reason for return, and relevant details or photos of the product.
- Once your return is approved, you’ll be contacted by our operations team or customer support department within 24 to 48 hours.
SHIPMENT OF THE RETURNS
- Products must be packed carefully with their original packaging to prevent damage during courier transit.
- Include a copy of the return email provided by the return and exchange department.
- Ship the product to the specified shipping address. We strongly recommend using the trackable shipping method, as Scentegrade will not be responsible for damaged or lost shipments.
PROCESS OF EXCHANGE
- To proceed with the exchange, contact our customer support team.
- Please specify the reason for the exchange, as well as your desired replacement product.
- Once your exchange is approved, you will be provided an exchange authorization email with instructions on how to proceed with your exchange.
- As per the instructions in the email, you will be required to pack the product carefully and ship it to our address using a trackable shipping method.
- Upon receiving and inspection of the product received, we will initiate the exchange process as soon as possible.
- You will be required to pay the difference if the replacement item is of higher value, if it is of lesser value, your amount will be refunded.
PROCESSING TIME
- Returns will be processed within 5 to 10 business days, starting from the day we receive the product.
- You will receive a confirmation email or call once we issue your refund.
REFUNDS
- A refund will be issued to the original payment method of the purchase.
- Shipping charges are non-refundable, unless there is a return due to the defect or error from our side.
- Gift cards, custom-made products, and products marked as non-refundable are not eligible for returns and exchanges.
- If you receive a damaged or defective product, please contact our customer support team with detailed information and photos so we can proceed with a replacement or full refund (including shipping charges).
We value customer satisfaction above all else and are committed to providing high-quality products. We thank you for choosing Scentegrade’s products.
We reserve the right to modify or update this return policy without prior notice. To avoid any inconvenience we recommend you to review the policy periodically for any changes.