Last Updated: February 10, 2026

This Return & Refund Policy explains how Scentara handles return requests, exchanges, and refunds for orders placed through our online store. The policy is intended to provide clear, fair, and transparent information so customers understand their rights and responsibilities after making a purchase.
By placing an order on the Scentara website, customers agree to the terms outlined below. This policy should be reviewed together with our Shipping Policy and Payment Policy for a complete overview of order handling.

Return Window

Customers may request a return within 14 days of the delivery date shown by the carrier’s tracking information.
Return requests submitted after this period may not be approved, except where required under applicable consumer protection laws.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The item must be unused, unopened, and in the same condition as received
  • Original packaging, seals, labels, and accessories must be intact
  • The return request must include a valid order number or proof of purchase
  • The return must be approved by Scentara before the item is shipped back

Returns sent without prior authorization or that do not meet these conditions may be declined.

Non-Returnable Items

Due to product hygiene and quality considerations, certain items are not eligible for return, including:

  • Opened or used fragrance products
  • Items with broken seals or altered packaging
  • Products damaged due to misuse, improper storage, or handling after delivery

If there is uncertainty about return eligibility, customers should contact info@scentara.store before submitting a return request.

Change of Mind Returns

Returns requested due to a change of mind are accepted within the 14-day return window only if the product remains unused, unopened, and in its original packaging.

For change-of-mind returns:

  • Customers are responsible for return shipping costs
  • Original shipping charges are not refundable
  • Items failing inspection may be declined or refunded partially

Damaged, Defective, or Incorrect Items

Customers should inspect their order upon delivery. If an item arrives damaged, defective, or incorrect, customers must notify Scentara within 24 hours of delivery.

To report an issue, customers should email info@scentara.store with:

  • Order number
  • Description of the issue
  • Clear photos showing the problem

After review, Scentara may offer a replacement, exchange, or refund depending on item availability and the nature of the issue.

How to Initiate a Return

To request a return, customers must:

  1. Contact info@scentara.store within the return window
  2. Provide the order number and reason for return
  3. Wait for return approval and instructions from our support team

Once approved, customers will receive return instructions, including the return address and shipping guidelines.

Return Shipping Responsibility

Return shipping responsibility depends on the reason for return:

  • Customer-initiated returns: Customer covers return shipping costs
  • Store error (defective, damaged, or incorrect items): Return shipping may be covered by Scentara, where applicable

Customers are advised to use a trackable shipping method. Scentara is not responsible for items lost or damaged during return transit.

Condition Review and Inspection

All returned items are inspected upon receipt. This inspection confirms:

  • Product condition
  • Packaging and seal status
  • Completeness of returned items

Customers will be notified by email once the inspection is completed and a refund or exchange decision is made.

Exchanges

Exchanges may be considered for eligible items within the return window, subject to product availability.
In most cases, exchanges are processed after the original item has been returned and approved. Any price differences or additional shipping costs will be communicated before proceeding.

Refund Processing

Approved refunds are issued to the original payment method used at checkout through Stripe.
Refunds are typically initiated within 7 business days after the returned item passes inspection.
The time required for the refund to appear in the customer’s account depends on the bank or card issuer and is outside Scentara’s control.

Partial Refunds

Partial refunds may be issued if:

  • Items are returned with missing components
  • Packaging or seals are damaged
  • The product condition does not fully meet return eligibility

Any partial refund decision is communicated clearly after inspection.

Late or Missing Refunds

If a refund has been approved but is not visible after 14 business days, customers should contact info@scentara.store.
Our team will review the transaction and coordinate with the payment provider if necessary.

Policy Updates

This Return & Refund Policy may be updated to reflect operational changes or compliance requirements.
The most current version published on this page applies immediately upon posting.

Contact for Returns and Refunds

For questions related to returns, exchanges, or refunds, customers may contact:
Email: info@scentara.store

All requests are documented and reviewed to ensure fair and consistent handling.

Reach Us

Business Name: Scentara

Business Hours: Monday to Friday, 08:00 AM – 4:00 PM (GMT -5:00 EST)

Business Email: info@scentara.store

Business Address: 3561 Howard Ave, Ste 101
Los Alamitos, California 90720-5307
United States