Refund policy

Cancellations

A paid order can be cancelled for a full refund only before it ships. Once it has shipped, it can't be cancelled. We don't accept change-of-mind returns.

Record an unboxing video

Every time you open a delivery, record a short video: start before you cut the tape, and keep the shipping label in view. We need it to process most claims.

Business Resellers: filing a claim

File claims through the Portal (File a claim) with your order number, photos and your unboxing video, within these windows:

Damaged in transit: within 48 hours of delivery.
Visible defects (leaking, broken, wrong or missing items): within 7 days of delivery.
Hidden defects found later (for example, a faulty sprayer): within 30 days of delivery.
Defects reported by your own customer: within 7 days after your customer tells you, and within the 30-day window above.

We check that your claim is complete within 2 business days and decide it within 7 business days. Outcomes: a replacement or a credit note for a verified product issue; for courier damage, we help you claim from the courier; claims outside these rules are handled under your own customer policy. We may ask for more information; the claim stays open until we decide.

The Scent Lounge: reporting an order problem

Report damaged, leaking, wrong or missing items within 7 days of delivery through Report an order problem, with your unboxing video and photos. Damaged or incorrect items can be exchanged if unused and in their original packaging. If an item is lost or damaged in transit, we handle the courier claim for you.