Refund Policy

At Scent Shop, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures in accordance with the Australian Consumer Law (ACL).

1. Change of Mind Returns

We accept returns for change of mind under the following conditions:

  • The item must be unused, unopened, and in original packaging
  • Return request must be made within 14 days of delivery
  • Proof of purchase is required

 Please note:

  • Customers are responsible for return shipping costs
  • Original shipping fees are non-refundable
  • For hygiene reasons, perfume and fragrance products that have been opened or used cannot be returned

2. Faulty, Damaged, or Incorrect Items

Under Australian Consumer Law, you are entitled to a replacement, refund, or repair if a product:

  • Is faulty or defective
  • Is not as described
  • Arrives damaged
  • Is incorrect

If this happens:

  • Contact us within 7 days of receiving your order
  • Provide photos and order details

We will cover return shipping costs and offer:

  • A full refund, or
  • A replacement, depending on your preference

3. Non-Returnable Items

The following items cannot be returned:

  • Opened or used fragrance products
  • Items not in original condition
  • Gift cards or promotional items (if applicable)

4. Refund Process

Once your return is received and inspected:

  • Approved refunds will be processed within 3–7 business days
  • Refunds will be issued to your original payment method
  • Processing time may vary depending on your bank or payment provider

5. Exchanges

We only replace items if they are:

  • Defective
  • Damaged
  • Incorrect

If you would like an exchange, please contact us first.

6. Return Instructions

To start a return, please contact us at:

📧 hello@scentshop.com.au

Include:

  • Your order number
  • Reason for return
  • Photos (if applicable)

We will provide return instructions.

7. Shipping Responsibility

  • Customers are responsible for return shipping unless the item is faulty
  • We recommend using a tracked shipping service
  • We are not responsible for lost return parcels

8. Cancellations

Orders can only be cancelled if they have not yet been processed or shipped.
Please contact us as soon as possible.

9. Contact Us

If you have any questions, feel free to reach out:

📧 hello@scentshop.com.au