Returns & Refunds.

Introduction

The Scente House ("we," "our," or "us") operates thescentehouse.com, an online store. This Returns & Refunds Policy explains how return requests, refunds, exchanges, and order-related issues are handled.

Please review this policy before purchasing. Return eligibility may depend on the product, its condition, applicable hygiene requirements, and the circumstances of the request.

Return Eligibility

Please contact our support team if you would like to request a return. Your request will be reviewed according to the applicable return terms and consumer protection requirements.

When submitting a return request, please ensure that:

• Your purchase can be verified using an order confirmation or receipt.
• You provide a clear explanation of the reason for your request.
• The product's condition can be assessed where necessary.
• The request meets the applicable return requirements and time limits.

Non-Returnable Items

Certain products may not be eligible for return because of hygiene, safety, or product-condition requirements. Any such restrictions will be subject to the applicable product terms and relevant consumer protection laws.

Products that have been opened, used, damaged after delivery, or returned without prior communication may require additional assessment before a decision can be made.

Nothing in this section is intended to restrict any mandatory consumer rights relating to defective, damaged, misdescribed, or incorrectly supplied products.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number.
• A description of the issue.
• Photographs of the product and packaging, if available.
• Any relevant details about the delivery or damage.

After reviewing the information, we will explain the available resolution. Depending on the circumstances, this may include a replacement, refund, return, or another appropriate remedy under the applicable terms and law.

How to Request a Return

To begin a return or refund request, follow these steps:

1. Email support@thescentehouse.com with your order number.
2. Explain why you are requesting a return or refund.
3. Provide photographs or supporting information if relevant.
4. Wait for our team to review your request and provide instructions.
5. If your return is approved, follow the instructions provided by our team.

Please wait for confirmation and return instructions before shipping an item back. This helps us identify and process your return correctly.

Return Shipping

Return shipping arrangements will be communicated after your request has been reviewed. Responsibility for return shipping costs depends on the reason for the return, the applicable store terms, and consumer protection requirements.

If a product arrives damaged, defective, or incorrect, contact us before arranging a return so we can explain the appropriate procedure.

Please retain any tracking information and shipping receipt until your return has been resolved.

Refund Processing

Refund requests are reviewed individually according to the applicable return terms and consumer protection requirements. If a return is required, the product may need to be received and assessed before a refund decision is completed.

Once a refund has been approved, it will generally be issued to the original payment method where supported by the payment provider. The time required for funds to appear in your account depends on your bank, card issuer, or payment service.

If you have questions about an expected refund, please contact our support team and include your order number.

Order Cancellations

If you need to cancel an order, contact us as soon as possible and include your order number.

We will try to accommodate cancellation requests where possible, but cancellation cannot be guaranteed once an order has been processed or dispatched.

If an order is cancelled and a refund is due, the refund will be handled according to the applicable payment method, refund procedure, and legal requirements.

Missing or Lost Orders

If your tracking information indicates that a package has not arrived, appears lost, or has stopped receiving updates, contact us with your order number and any available tracking information.

Where appropriate, we may work with the shipping carrier to investigate the shipment and determine the next steps. Refund or replacement options will depend on the circumstances and applicable law.

Exchanges

If you would like to exchange an item, contact our support team before sending anything back. Exchange availability depends on product availability, the condition of the item, and the reason for the request.

If an exchange is unavailable, our team will explain any alternative options that may apply to your situation.

Exceptions & Legal Rights

Some purchases or circumstances may be subject to special conditions, including product hygiene requirements, shipping restrictions, promotional terms, or applicable consumer protection laws.

Nothing in this policy is intended to exclude, restrict, or replace any consumer right, warranty, refund, or remedy that cannot lawfully be excluded or restricted.

If any part of this policy conflicts with mandatory applicable law, the relevant legal requirements will apply to the extent of that conflict.

Contact Us

For return requests, refund questions, damaged products, or order concerns, contact The Scente House support team. Please include your order number so we can assist you more efficiently.