LEGAL
Return Policy
Returns, damage claims and refunds: what to do and what to expect.
Final sale policy
At Scentelle, product quality, customer safety, and hygiene are our highest priorities. Because our products are intended for personal use and are applied directly to the skin, all sales are final. Once an item leaves our facility, we cannot verify that it has not been opened, used, altered, or otherwise tampered with. For the safety of all our customers, returned products cannot be restocked or resold.
All claims must be made within 7 days of receiving your package. We do not offer exchanges.
Damage & transit claims
All orders leave our facility in proper condition and are carefully packed. Transit damage requires a formal UPS claim. If your package is visibly damaged or tampered with, follow these steps:
- Contact UPSDo not accept the package if possible. Call 1-800-742-5877 immediately to obtain a Claim Number.
- Send us photosText 281-748-2271 with your order number, your UPS Claim #, and photos of the package and the damaged items.
- ReplacementOnce the claim is verified and approved, a replacement for the damaged items will be shipped.
If the package was left at the door or unattended, this voids all claims.
Failure to follow these steps may result in denial of the claim.
Missing or incorrect items
If the package looks fine but an item is missing or incorrect, text us at 281-748-2271 within 7 days of delivery. Please provide:
- Your order number
- A clear explanation of the issue
- Photos of what you received
When returns are accepted
Although all sales are final, we may review and approve a return request in limited cases.
Returns are only accepted if
- You received the wrong item due to an error on our part.
- You received a defective or damaged product.
Returns are not accepted for
- Ordering the wrong fragrance, size, or product.
- Changing your mind after receiving your order.
- Not liking the fragrance or product.
- Scent preference, personal taste, or opinion.
- Expectation mismatch, or perceived similarity (or lack of similarity) to another fragrance.
- Wanting to exchange an item for a different fragrance, size, or product.
- Purchasing the wrong item by mistake.
- Any item that has been opened, used, or altered.
- Any issue that is not the result of an error made by Scentelle.
This list is not exhaustive and includes any similar claims based on subjective experience.
Purchases based on scent expectation, interpretation, or comparison are not eligible for return or refund.
How to request a return
- Reach out within 7 daysCall or text 281-748-2271 within 7 days of delivery, before returning anything. Include your full name, order number, an explanation of the issue, and clear photos.
- Management reviewOur team will review your request. Additional photos may be requested.
- Get your Return Authorization codeIf approved, you will receive a Return Authorization code. A valid code is required before you ship anything back.
- Pack with care and shipReturn the product in the same condition it was received, with contents matching the original shipment.
- Get your refundOnce your return is received and verified, your refund is issued (see fees below).
Authorization policy
All returns must have a valid Return Authorization code issued by our team before the package is shipped back. Packages returned without a code will be refused and sent back to the sender.
Photo requirement
Photos are required to:
- Verify the condition of the product
- Confirm the reported issue
- Ensure the returned product matches what was originally sent
Returns that do not match the approved condition may be denied.
Return conditions
If a return is approved:
- Products must be returned in the same condition received.
- Items must not be altered.
- Contents must match the original shipment.
Returns that are tampered with or inconsistent with the claim will not be refunded.
Please pack returns with extreme care. If the package arrives back to us damaged, no refund will be issued.
Refunds, fees & shipping
Refunds only. No cash, exchanges, or store credit are issued.
20% on approved returns. This helps cover inspection and verification, handling and processing, and product quality control and disposal if needed.
The customer is responsible for all return shipping costs unless otherwise authorized.
Shipping & handling fees are non-refundable.
Non-returnable products
Due to the custom and made-to-order nature of our scented products, all scented items are final sale and non-returnable. They are freshly prepared based on your selection and cannot be resold. The following are not eligible for return, refund, or exchange, even if unused or unopened:
- Scented Lotion
- Shea Body Butter
- Shower Gel
- Incense Oils
- Car Fresheners
- Massage Oils
- Oil & Reed Diffusers
Custom blends are not eligible for return under any circumstances.
Your acknowledgment
By placing an order, you acknowledge and agree that:
- All scented products are final sale.
- Returns are only considered in limited approved cases.
- Failure to follow the steps above may result in denial.
See also our Terms of Service and Disclaimer.
Need to report an issue?
Contact us within 7 days of delivery and include your full name and order number so we can help faster.
- Email[email protected]
- Call or text(281) 748-2271
