Return Policy
Right of withdrawal
You have the right to cancel this contract within thirty days. The cancellation period lasts thirty days from when you or a third party appointed by you, who is not the carrier, have received the goods.
Refunds for starter sets is only possible if the products are in their original condition and the packaging has not been opened.
Return process:
Gave it a good spin and still didn’t see the results you wanted? All items acceptable for return must be within the 30 days of purchase in original ScentFlow packaging and must include all parts and instructions. Additional add-ons, if they are not damaged, must be returned (free items, attachments and pods). Items considered "Flash Sale" cannot be returned. Please allow 10-14 business days for Exchanges/Returns to be processed.
For hygiene and quality control reasons, we do not accept returns or exchanges for standalone scent pod packs.
Keep in mind that our Return Shipping fee is US$9.99, and the funds go back onto your original payment method, not including shipping costs on your original order.
WE DO NOT REFUND SHIPPING COSTS (OR CUSTOMS CHARGES) IN ANY CASE.
If you are eligible for free returns and you have problems with the prepaid label or you come across an issue when sending the package, please contact us before paying for shipping costs yourself. In case you do pay for sending the package, we will not cover the expenses because we have an established process for returns.
Refunds:
If your ScentFlow product arrives damaged, we will provide a straight refund to your original payment method upon receiving clear photographic evidence of the damage within 3 days of delivery.
In certain cases, scent pods may experience issues with fragrance strength. If you find that your scent pods emit no noticeable scent upon receipt, we are committed to addressing this concern. Please contact our customer support team, and we will be happy to provide you with a store credit or a replacement to ensure your satisfaction with our products. Your understanding is appreciated, and we strive to make every purchase with ScentFlow a positive experience.
Our 30-Day Guarantee
We stand behind the quality of our products and want you to be completely satisfied. If your item arrives faulty or damaged, we're happy to offer a replacement or full refund within 30 days of your purchase. We’ll provide a prepaid return shipping label, and once the item is returned and inspected, we will issue your refund.
Address Errors
Please double-check your shipping details when placing an order. If the address provided is incorrect, we will do everything possible to redirect or reship your order. However, reshipping may incur an additional fee. Unfortunately, if an order is disposed of due to an incorrect address and reshipment arrangements are not made, we won’t be able to offer a refund.
Missed Parcel Collection
It’s important to track your parcel after it ships. If a delivery attempt fails and your item is sent to a local post office for collection, it’s the customer’s responsibility to pick it up. If the item is not collected and returned to us or disposed of, we can reship the order for a fee. If the parcel is disposed of without reshipping, we’re unable to offer a refund.
For issues related to dissatisfaction with ScentFlow bottles or flavours, you may request a replacement flavour set. All other terms and conditions outlined in our general refund policy remain applicable.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at officialscentflow@gmail.com.
Amendment or Change within 12 Hours of Purchase:
Customers have the option to amend or change their orders within 12 hours of the original purchase. This includes modifications to product quantities, colour selections, or any other applicable changes.
To request an amendment or change, please contact our customer support team at officialscentflow@gmail.com within the specified timeframe. Our team will assist you in processing the necessary adjustments to your order.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.