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Return & Refund policy

Return & Refund policy

Return Policy
Returns, Replacements and Refunds
As hard as we try, there is always a .% error which is expected; with that in mind we offer an ’Easy return policy, within 3 days of its delivery under the following criteria:
Returns are only accepted if you receive a wrong product or size, an item damaged in transit can be exchanged for a replacement of the same item or be eligible for a refund.

 


How to Return an Item
Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:

Email: care@scentsouls.com
Phone: +91 9819591472 (11:00 AM to 7:00 PM IST Monday through Friday


Damaged and Defective product
Any defective item or item damaged in transit can be exchanged for a replacement of the same item if you send us a request within 3 days of receiving your package, If the item is no longer available we will be happy to issue a refund.

We may request that you e-mail a picture of your broken or defective item to help us to determine more.

Returns will not be accepted under the following conditions:

  • The product is damaged due to misuse
  • Product is used or altered
  • Returned without original packaging including price tags, label, accessories, gifts and promotional items
  • Serial Number is tampered with
  • Return requested after 3 days of order delivery
  • Promotional items are not eligible for a return or refund
  • Gift items are not eligible for a return or refund


Return Shipping
The packaging must be in the same condition as when initially received when shipped to us.

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as it's processed by our customer care before shipping. We call it a (Self-return) option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will be reimbursed, we are not responsible for any lost or damaged packages returned to us.

If the return shipment is lost while returning the package, reimbursement and replacement will not be made.

If the return shipment is damaged while returning the package, reimbursement will be assessed based on the damage.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping cost without reimbursement or a refund. We are not responsible for any lost or damaged packages returned to us.


How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.


Refunds
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment.

You may contact customer service to check on refund status. Once we issue your refund there may be a delay for these funds to show in your account:

Credit Cards: Typically 5-7 business days
Internet Banking: Typically 5-7 business days
UPI: Typically 5-7 days


Refused and Undeliverable Shipments
A refused shipment will be treated as a refused return and will not be eligible for a refund or reimbursement.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipment is not eligible for Free Shipping.


Restocking Fees
We typically do not assess restocking fees but reserve the right to do so in some situations:
Returned shipment contains missing, damaged, or opened items
Merchandise inspected by Customs
The return was received after the return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.