SCENTX / POLICIES
What happens after a return or payment issue is reviewed, including cash-on-delivery refunds.
If you received a damaged, faulty or incorrect perfume, or want to return an unopened purchase, contact us with your order reference. The Returns page explains the seven-day change-of-mind request window, condition requirements and return-delivery arrangements. A request is reviewed before a resolution is agreed.
Our checkout is cash on delivery. If an order is cancelled before you pay the courier, no online payment has been taken and there is no payment for us to refund.
After an approved return arrives, the team checks its contents and condition and confirms the outcome. For an eligible change-of-mind return, the refund covers the returned merchandise; the original delivery charge and customer-arranged return postage are not normally refunded. For a confirmed faulty, damaged or incorrectly supplied item, we will discuss the appropriate product refund or replacement and cover the agreed delivery costs relating to that issue.
A COD payment cannot be automatically reversed through the website. The team will agree a suitable refund method with you and confirm the amount and expected completion date. Any payment information needed for that arrangement should be provided only through the support channel agreed with the team, after your request is verified. Store credit is not imposed as the only resolution without your agreement.
An exchange or replacement depends on stock. If the agreed item is unavailable, we will discuss an alternative or an appropriate refund rather than substitute a different perfume without consent.
Keep your order reference and return-delivery record while a request is being resolved. Contact us for an update. This policy does not limit rights or remedies that apply under consumer law.