Refund policy

At The Scent Factory, We strive to ensure that our customers are satisfied with every purchase. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

1. Eligibility for Refunds
A refund may be granted if: The product is defective or damaged upon delivery. The wrong product was sent.
The product does not match the description provided at the time of purchase.
Please note: Customized or personalized products, and products that have been used or damaged by the customer, are not eligible for a refund.

2. Refund Request Procedure
To request a refund, please follow these steps:
Contact us within 7 days of receiving your order via email.
Provide your order number, a description of the issue, and photos of the product (if applicable).
Our team will review your request and respond within 5 business days.

3. Refund Process
If your refund request is approved:
Refunds will be processed using the original payment method.
Please allow 7–14 business days for the refund to appear in your account, depending on your bank or payment provider.

4. Return of Products
If a physical product needs to be returned: You will be provided with return instructions from our team.
The product must be returned in its original packaging and condition.
Return shipping costs are the responsibility of the customer, unless the product was defective or incorrect.

5. Non-Refundable Items
The following are not eligible for a refund: Products purchased on sale or final clearance.
Customized or personalized items. Digital products once downloaded or accessed.

6.Contact Us if you have any questions or concerns regarding refunds, please contact us: Email: thescentfactory@gmail.com