Refund Policy
At Scentuary London, we are committed to ensuring your satisfaction with our luxury car diffusers, scented tablets, and essential oils. However, we understand that there may be occasions when you would like to return or refund an item. Please review our refund and return policy below:
Eligibility for Refunds and Returns
We accept refunds and returns on unused, unopened, and undamaged scented tablets that are returned in their original condition and packaging. The car diffusers (scented tablet holders themselves), may only be refunded/returned if you have notified us within 30 days of receiving your delivery, and the diffusers themselves are damaged or broken. You must also provide sufficient picture evidence of your claims (at least two high-quality images or a video demonstrating the issue). Please note that very small scratches or minor inconsistencies with production will not qualify for a refund. However, if the damage is beyond a minor scratch or inconsistency, but not detrimental enough to qualify for a full refund, and you contact us, we may be able to provide a partial refund or discount on future order, dependant on the situation. All refunds/returns must be initiated within 30 days of the delivery date. Please note that scented tablets and essential oils are non-refundable/returnable once opened, as their delicate nature and personal use render them unsuitable for resale. If you find that you do not enjoy the scent, we recommend gifting it to friends or family who might appreciate it, or disposing of it appropriately.
Appropriate Disposal of Scented Tablets and Essential Oils
To dispose of scented PE sheets (scented tablets) or essential oils:
- Scented Tablets (PE Sheets): Place the scented tablet in a sealed plastic bag before disposing of it in the general waste bin. This helps contain the fragrance and prevent it from affecting other items.
- Essential Oils: To dispose of unused essential oils (if you cannot find a use for them, or cannot gift them), we recommend utilising local waste recycling and disposal facilities. Alternatively, you can mix the oil with an absorbent material, such as cat litter or sawdust, and dispose of it in the general waste.
Initiating a Return
To initiate a return or refund, please contact our customer service team via email at scentuaryldn@gmail.com to receive instructions and the return address. You are responsible for the full cost of returning the item(s). We recommend using a trackable shipping method to ensure that the products are safely returned to us.
Processing Returns
Once we receive your returned product(s), we will process the return within 24 hours. Refunds will be issued to the original payment method, and we will notify you via email once the refund has been processed. Please note that it may take up to 10 business days for the refund to appear in your account once we have received your return, dependant on your payment provider or high intensity periods with our operations.
Non-Returnable Items
As mentioned, we cannot accept returns on opened scented tablets/essential oils, or car diffusers themselves (unless the products arrived damaged and you notify us with picture evidence within 30 days of delivery). Scents are subjective in appeal, and we encourage you to gift them or dispose of them responsibly if they do not meet your personal preferences.
Contact Us
If you have any questions or would like to initiate a return (if we deem your query aligns with the aforementioned policy), please don't hesitate to contact us through our email at scentuaryldn@gmail.com, or via our contact page on our website. We are always more than happy to help in any way that we can!