Refund Policy

Last Updated: June 19, 2026

Thank you for shopping with Scentrix. This Refund Policy explains how returns, exchanges, refunds, damaged items, incorrect orders, and refund requests are handled. By placing an order with Scentrix, you agree to the policy below.

1. Return Eligibility

Due to the personal-use nature of perfumes, colognes, body sprays, and fragrance products, returns are limited.

To be eligible for a return, the item must be:

• Unused

• Unopened

• In its original packaging

• In the same condition it was received

• Returned within the approved return window

Opened, used, sprayed, damaged-by-customer, altered, missing-packaging, or final-sale items are not eligible for return, exchange, or refund.

2. Return Window

Customers must request a return or exchange within 7 days of delivery.

Return requests submitted after 7 days may not be accepted.

To request a return, customers should contact Scentrix through the contact form on our website or through the contact details provided on their order receipt.

3. Non-Returnable Items

The following items are not eligible for return or refund:

• Opened fragrance products

• Used fragrance products

• Items that have been sprayed or tested

• Products missing original packaging

• Items damaged after delivery

• Final-sale items

• Clearance items

• Gift cards, if applicable

• Products returned without approval

Scentrix reserves the right to refuse any return that does not meet the return requirements.

4. Damaged Items

If your order arrives damaged, please contact Scentrix within 48 hours of delivery.

Customers must provide:

• Order number

• Clear photos of the damaged product

• Clear photos of the packaging

• Clear photos of the shipping label

• A description of the issue

Damage claims submitted after 48 hours may not be eligible for replacement, refund, or store credit.

5. Missing or Incorrect Items

If your order is missing an item or you received the wrong product, please contact Scentrix within 48 hours of delivery.

Customers must provide their order number and photos of the items received so Scentrix can review the issue and provide the best possible resolution.

If Scentrix confirms that an item was missing or incorrect due to our error, we may offer a replacement, refund, exchange, or store credit depending on the situation and product availability.

6. Refund Approval

Submitting a return request does not guarantee approval.

Once a return request is received, Scentrix will review the order and determine whether the item qualifies for a refund, exchange, replacement, or store credit.

If the return is approved, customers may be given return instructions. Items must be returned according to the instructions provided.

Returns sent without approval may not be accepted.

7. Refund Processing

Approved refunds will be processed after the returned item is received and inspected.

If the return is approved after inspection, the refund will be issued back to the original payment method when possible.

Refund processing times may vary depending on the customer’s bank, card provider, or payment processor.

Scentrix is not responsible for delays caused by banks or payment providers.

8. Shipping Costs

Original shipping costs are non-refundable unless the return is due to an error by Scentrix.

Customers may be responsible for return shipping costs unless the item arrived damaged, incorrect, or the return was caused by a Scentrix error.

If a replacement is approved, shipping arrangements will be handled based on the specific situation.

9. Exchanges

Exchanges may be available for eligible unused and unopened items within the return window.

Exchanges are subject to product availability.

If the requested exchange item is unavailable, Scentrix may offer a refund, replacement option, or store credit.

10. Canceled Orders

If you need to cancel an order, please contact Scentrix as soon as possible.

Orders can only be canceled if they have not already been processed, packed, shipped, or fulfilled.

Once an order has been processed or shipped, cancellation may no longer be possible.

11. Delivered Packages

Once a package is marked as delivered by the shipping carrier, Scentrix is not responsible for lost, stolen, or missing packages.

If tracking shows that your package was delivered but you did not receive it, please check with household members, neighbors, your front desk, leasing office, mailroom, or local carrier office.

Customers may need to contact the shipping carrier directly to file a missing package claim.

12. Refused or Returned Packages

If a package is refused, returned to sender, undeliverable, or returned because of an incorrect address, the customer may be responsible for additional shipping costs.

Original shipping charges may be non-refundable.

If the package is not returned to Scentrix by the carrier, Scentrix may not be able to issue a refund or replacement.

13. Product Satisfaction

Fragrance preferences are personal and may vary from customer to customer. Scentrix does not guarantee that every customer will like the scent, strength, longevity, or performance of a fragrance.

Fragrance performance may vary based on skin chemistry, environment, application, weather, and personal preference.

Returns or refunds are not guaranteed based only on personal scent preference if the item has been opened or used.

14. Final Sale Items

Some items may be marked as final sale.

Final sale items cannot be returned, exchanged, or refunded unless the item arrived damaged or incorrect and the issue is reported within the required claim window.

15. Contact Information

For refund questions, return requests, damaged items, missing items, incorrect orders, or customer support, please contact Scentrix through the contact form on our website or through the contact details provided on your order receipt.

Scentrix
Independent Fragrance Retailer
Customer Support Available Through Website Contact Form