RETURN AND REFUND POLICY

 

Last updated November 11, 2024

 

At Scent Setter, we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our clients.

Please note that this policy applies to all purchases made through our website, https://scentsetter.co.uk. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth and straightforward refund process, should the need arise.

We understand that every situation is unique, and we are dedicated to handling each case with the attention and care it deserves. If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team at [email protected] for assistance.

 

RETURNS

 

All returns must be postmarked within fourteen (14) days of delivery.

Please note: All items must be in new and unused condition, with all original tags, labels, and original packaging.

 

What if my product is damaged/wrong?

 

Our team does proper quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at: [email protected]. You will be informed about the next steps accordingly.

 

Note: Please pack the product in the same condition as you have received it.

 

Which are the items that cannot be returned/replaced?

In our commitment to customer satisfaction, we also need to set clear guidelines on when a refund or return may not be possible. The following are circumstances under which we cannot accept returns or issue refunds:

• Late Request: Requests initiated more than 14 days after delivery cannot be accommodated.
• Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
• Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, or with damaged packaging, will not be accepted.
• Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
• Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed, are not eligible for return.
• Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.
• Change of Mind: We do not accept returns or issue refunds if you simply change your mind after the purchase has been made.

 

How long will it take for the return process to complete?

We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your return within 7 to 14 working days after a thorough inspection of your return. If your return is approved, the refund will be credited to your original payment method.

 

RETURN PROCESS

 

To return an item, please email customer service at [email protected] with your concern and the order number to obtain the return approval, place the item securely in its original packaging, and mail your return to the address provided by us in the following format:

 

Scent Setter

Attn: Return to origin

RMA#

124 City Rd

London EC1V 2NX

United Kingdom

 

RETURN SHIPPING

●     Refund of Shipping Fees: In instances where it is determined that there was a legitimate issue with the product, such as a defect in quality or an error in the item shipped, Scent Setter will refund the shipping fees incurred by the customer. In all other cases, the customer will be responsible for the return shipment cost, and we strongly advise using a trackable shipping method to ensure the safe return of the item.

●     Requirement for Return Confirmation: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request. In such cases, no refund or replacement will be provided.

 

DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURNED PRODUCTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURNED PRODUCT IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS VISIBLE IN THE UNBOXING VIDEO OR IF FOUND THE PRODUCT IS TO BE USED OR TAMPERED WITH. IF A RETURNED PRODUCT IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER, AND THE CUSTOMER MAY CHOOSE TO HAVE THE PRODUCT SHIPPED BACK TO THEM AT THEIR OWN COST.

 

REPEATED RETURN REQUESTS

• We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
• We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
• The liability and risk of such returns shall be on you to establish your claim for return. replacement shall only be initiated if they pass through the conditions mentioned above. If the product fails to pass through the verification and checks, the product shall be shipped back to you, for which you shall have to bear the expense.

CANCELLATIONS

 

Immediate Order Processing and Cancellation Limitations
At Scent Setter, we strive to provide a seamless shopping experience. Orders can be cancelled within 1 hour of being placed. This allows us to maintain efficient order processing and timely shipping. If you need assistance or have any concerns about your order, please reach out to our customer service team, and we will make every effort to assist you promptly.

 

Cancellation from our end

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:

• Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you’ve placed an order. If this happens, we’ll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
• Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn’t align with these or with applicable laws, we reserve the right to cancel it.
• Suspicion of Fraudulent Activity: Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we’ll cancel the order to protect both you and our platform.

 

Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.

CHANGES TO THIS POLICY

Scent Setter reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the “Last updated” date at the top of this page.

 

QUESTIONS

If you have any questions concerning our return and refund policy, please contact us at:

[email protected].