Refund & Cancellation Policy
Order Cancellations
Cancellation requests must be submitted within 24 hours of receiving your order confirmation.
To request a cancellation, please email scentado@outlook.com with your order number and cancellation request.
A cancellation request does not guarantee cancellation if the order has already been fulfilled, processed for shipment, or shipped within that 24-hour period.
After the 24-hour cancellation window has passed, all orders are final sale and cannot be cancelled or refunded, except where otherwise required by applicable law or where an eligible damaged, defective, or incorrect-item claim applies.
Once an order has been fulfilled or processed for shipment, it is considered final sale and cannot be cancelled.
Final Sale Policy
Except for eligible damaged, defective, or incorrect items described below, all sales are final once the cancellation period has expired or the order has been fulfilled.
We do not accept returns or provide refunds for:
- Change of mind
- Ordering the wrong product or color variation
- No longer wanting or needing the product
- Finding the product elsewhere
- Delivery taking longer than anticipated
- Carrier or customs delays
- Delayed tracking updates
- Failure to review our processing or estimated shipping times before purchasing
- Personal circumstances that arise after an order is placed
Please carefully review your order details before completing your purchase.
Processing & Shipping Delays
Scentado products are carefully inspected, prepared, and packaged before shipment, and some orders may require additional processing time before dispatch.
Our current processing and estimated shipping timeframes are provided in our Shipping Policy.
Long processing times, shipping delays, customs delays, carrier delays, or delayed tracking updates do not by themselves make an order eligible for cancellation, return, or refund after the applicable cancellation period.
Shipping and delivery estimates are estimates rather than guaranteed delivery dates.
This does not limit any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery at scentado@outlook.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs and/or video showing the product and the reported damage, defect, or incorrect item
- Photographs of the packaging where relevant
We will review the information provided to determine whether the claim qualifies.
If a return is required, we will provide return instructions. Do not return an item without authorization, as unauthorized returns may not be accepted.
Where a return is required for an approved refund, the item must be returned before the refund is issued.
Once the returned product has been received and inspected, we will notify you of the outcome.
Nothing in this section limits any rights or remedies available under applicable consumer law.
Returns
We do not accept general returns.
Returns are only accepted when specifically authorized by Scentado in connection with an approved damaged, defective, or incorrect-item claim, or where otherwise required by applicable law.
Items returned without prior authorization will not be accepted.
Exchanges
We do not offer exchanges for change of mind, incorrect selections made by the customer, or orders that have already been fulfilled.
If you need to change your product or color variation, please contact us at scentado@outlook.com within 24 hours of receiving your order confirmation.
We will attempt to accommodate the request if the order has not already been fulfilled or processed for shipment, but changes cannot be guaranteed.
Pre-Orders
Pre-orders are subject to the same 24-hour cancellation policy as standard orders.
Cancellation requests must be submitted within 24 hours of receiving the order confirmation and before the order has been fulfilled or processed for shipment.
After this period, pre-orders are considered final sale, except where otherwise required by applicable law or where an eligible damaged, defective, or incorrect-item claim applies.
Refunds
Refunds are generally available only when:
- An eligible cancellation request is submitted within the 24-hour cancellation window and the order has not already been fulfilled or processed for shipment; or
- An eligible damaged, defective, or incorrect-item claim has been reviewed and approved; or
- A refund is otherwise required under applicable law.
For approved damage, defect, or incorrect-item returns, a refund will be processed after the required returned item has been received and inspected.
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days after a refund has been processed for it to appear, depending on your financial institution.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact scentado@outlook.com.