RETURNS PROCESS:
We would kindly ask customers to contact us if they are unhappy with their order. Please email contact@thescentcity.com and we will inform you of the exact procedure depending on your circumstance.
Due to hygiene and safety reasons, all samples are non-refundable.
If your purchase arrives damaged please send us images to the above email within 5 working days of delivery to be eligible for a replacement or refund.
We accept returns within 14 days of delivery. We advise customers to return items using a tracked courier service to ensure their unopened items are returned with a guarantee.
We will not be held responsible for any loss or damage during transit, any compensation must be recovered from the courier service used. All items must be unopened in its cellophane wrapping (if applicable) to be eligible for a refund.
Once your package has been inspected and checked, our finance department will then process a refund to the bank account or credit card used when making the order. This can take up to an additional 3-7 working days.
For more information on cancellations, re-stocking fees, failed deliveries & customs charges please see our terms & conditions page.
