After-Sales Service

SCENTHIA prioritizes customer satisfaction above all else. All products are thoroughly inspected by our Quality Control Team before shipping. If you are dissatisfied with your order, please contact us at info@scenthia.com at any time. We are happy to assist with any issues.

1. 30-Day Return Policy
Eligibility:
You have 30 days from the delivery date to request a return, provided the product is:
Unused and in original condition (original packaging intact, seals unbroken).
Accompanied by proof of purchase (order confirmation).
Ineligible Items:
Products with "non-returnable" labels or free gifts.
Items that are not in original condition or have been opened/used.
Sale items or products purchased with non-refundable discount codes.
Free Gifts: If your order includes free gifts, both the purchased item and gifts must be returned in full. Opened products or gifts are non-refundable.
2. Return Process
Initiation:
Email info@scenthia.com with:
Order number
Reason for return (defective/wrong item or change of mind)
For defective items: Photos/videos of the unopened product and issue (e.g., damaged packaging, manufacturing defects).
Approval & Shipping:
Defective/Wrong Items:
Upon verification, we will provide a free exchange or full refund (including original shipping costs).
Non-Defective Returns (e.g., change of mind):
Customer is responsible for return shipping costs.
A 15% processing fee and original shipping costs will be deducted from the refund.
Do not ship without prior approval: We will provide a return address via email after confirming the request.
Refund Timeline:
Refunds for approved returns will be processed within 3–5 business days to your original payment method.
Processing times may vary by payment provider (e.g., credit card, PayPal).
We are not liable for fees charged by payment providers or currency exchange rate fluctuations.
3. Responsibilities
Customer Responsibilities:
Use tracked shipping to return items and ensure secure packaging to prevent damage in transit.
Cover any customs duties/taxes for returns.
Our Liabilities:
We will not accept liability for:
Returns refused by customs due to duty/tax issues.
Lost or damaged return packages without tracking proof.
Damage caused by improper use or opening of the product.
4. Exchange Policy
If you receive a defective or wrong item, provide unboxing photos/videos as proof. We will offer a free exchange or replacement upon confirmation.
Exclusions: Damage due to customer misuse or mishandling is not covered.
Once an exchange is initiated, the original item cannot be returned for a refund.
5. Late or Missing Refunds
If you haven’t received a refund:
Check your payment account and contact your payment provider.
If unresolved, email info@scenthia.com with your order number.
Policy Updates: We reserve the right to update this policy, but changes will not affect orders placed before the update date.