Refund & Returns Policy
Scenterrain Ltd – scentterrain.com
Last updated: [16/10/25]
At Scenterrain, customer satisfaction is at the heart of what we do. We handle each return request carefully to ensure fairness, transparency, and trust while maintaining the integrity of our luxury fragrance standards.
1. General
We have a 7-day return policy, which means you have 7 days after receiving your order to request a return.
Please note: all international orders are final sale and not eligible for return or refund.
To qualify for a return, your item must be:
Unused and in the same condition you received it.
In its original, sealed packaging (including the brand box).
Accompanied by a valid proof of purchase or receipt.
To begin a return, contact us at support@scentterrain.com.
If your return is accepted, we’ll send you return instructions and a return label.
Items sent back without an approved return authorisation will not be processed.
⚖️ Please note: Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Customers within the UK retain the right to cancel most online purchases within 14 days of receipt, provided the item is unused, unopened, and in its original packaging.
2. Acceptance Criteria
Product Condition: Your item must be unused, unopened, and returned in its original packaging and condition.
Candles: Returns on candles will only be accepted if the product has not been lit, damaged, or altered.
3. Unacceptable Returns
For hygiene and product-safety reasons, we do not accept returns or refunds for:
Cosmetics or skincare items.
Refillable bottles (due to possible tampering).
Perfume atomisers, decants, or testers.
Final-sale or clearance items.
Fragrance boxes or caps sold separately.
These exclusions ensure the authenticity and integrity of all products we sell.
4. Return Process
1️⃣ Email support@scentterrain.com with your order number and reason for return.
2️⃣ Customers are responsible for return shipping unless the return is due to a Scenterrain Ltd error (e.g., wrong or defective item when insured).
3️⃣ A valid return address will be provided once your return is approved. Unauthorised or misdirected returns may not be processed.
5. Return Shipping & Handling
Customers are responsible for all return shipping and handling fees unless caused by company or courier error.
Shipping, handling, and gift-wrapping fees are non-refundable.
The original shipping cost remains non-refundable for unclaimed, refused, or undelivered parcels unless Scenterrain is at fault.
6. Restocking Fees
A 10 % restocking fee applies to all returns not resulting from a Scenterrain Ltd error.
Items appearing opened, used, or tampered with may incur a 20 % (or higher) restocking fee, determined upon inspection.
7. Inspection & Refunds
Once your returned item is received and inspected, you’ll be notified via email.
Approved refunds will be issued to your original payment method within 5–7 business days of approval.
Alternatively, you may request store credit, which never expires and can be used toward future purchases.
8. Exchanges
We do not currently offer exchanges. If you wish to receive a different item, please return your order (if eligible) and place a new one.
9. Damaged or Defective Items
At Scenterrain, each order undergoes strict quality checks before dispatch to ensure your items arrive in perfect condition.
If You Opted In for Shipping Insurance:
Your order is fully covered against loss, theft, or damage during transit.
If your parcel arrives damaged, contact support@scentterrain.com within 48 hours of delivery with:
Clear photos of the product and packaging.
A brief description of the issue.
Once verified, we will issue a replacement or refund under your insurance coverage.
If You Did Not Opt In for Shipping Insurance:
By declining insurance at checkout, you agree that Scenterrain Ltd is not liable for any damage, theft, or loss after dispatch.
Claims for uninsured parcels must be made directly with the courier.
Scenterrain cannot issue refunds or replacements for uninsured parcels that are lost, damaged, or stolen.
💡 We highly recommend selecting shipping insurance at checkout to ensure full protection for your order.
10. International Returns
At this time, Scenterrain Ltd does not accept international returns.
Customers outside the UK are responsible for all customs fees, duties, and import taxes.
Scenterrain is not responsible for parcels lost or delayed in international transit.
11. Pre-Orders & Cancellations
Pre-order timelines and estimated fulfilment dates are displayed on each product page.
Pre-order cancellations are subject to a 5 % processing fee.
Cancellations due to stock delays will be assessed individually for a fair outcome.
Orders cancelled before dispatch (non–pre-orders) incur a 3 % transaction fee to cover processing costs.
12. Shipping Costs
Refunds exclude the original shipping cost, even if the order qualified for free shipping.
Customers are responsible for return postage unless the return is due to a Scenterrain error.
When applicable, we’ll provide a pre-paid return label for approved company-error returns.
13. Sales Tax Policy
We refund sales tax for all qualifying returns in accordance with UK law.
Refunds may take several days to appear, depending on your payment provider’s processing time.
14. Final Notice
By purchasing from scentterrain.com, you acknowledge and agree to the terms of this Refund & Returns Policy.
Scenterrain Ltd reserves the right to refuse returns that do not meet the above conditions.
For any return or refund inquiries, please contact:
📧 info@scentterrain.com
🏠 Scenterrain Ltd
🌐 www.scentterrain.com