Return and Refund Policy
Effective Date: September 8, 2025
Scent Shop, including all its affiliated brands such as Skeeter Screen and any other subsidiaries or product lines under its umbrella (collectively referred to as “Scent Shop,” “we,” “us,” or “our”), is dedicated to ensuring customer satisfaction with our products, including candles, room mists, mosquito repellents, and other fragrance items. This Return and Refund Policy (“Policy”) outlines the terms under which you may return or exchange products purchased through our website, online store, mobile applications, or physical retail locations (collectively, the “Services”). This Policy is incorporated into our Terms and Conditions and should be read in conjunction with our Privacy Policy.
We reserve the right to update this Policy at any time, with changes becoming effective upon posting on our website. It is your responsibility to review this Policy periodically. Continued purchases after any changes signify your acceptance of the revised terms.
1. Eligibility for Returns and Refunds
To be eligible for a return, exchange, or refund, the following conditions must be met:
- Timeframe: Returns must be initiated within 7 calendar days of the delivery date. After 7 days, at our sole discretion, we may offer an exchange or store credit only. No returns, exchanges, or refunds will be accepted beyond this period without prior approval.
- Product Condition: Items must be in new, unaltered, and unused condition, meaning:
- No signs of wear, damage, or use (e.g., candles must not have been lit, room mists not sprayed, and repellents not applied).
- Original packaging, tags, and accessories must be intact and included.
- Products must not emit any odors from use or contamination.
- Proof of Purchase: All returns must be accompanied by the original sales receipt, order confirmation, or other proof of purchase.
- Exclusions: The following items are non-returnable:
- Special orders, custom-made products, or personalized items (e.g., custom-scented candles or branded repellents).
- Perishable or consumable goods that have been opened or used (e.g., Skeeter Screen DEET-free repellents once the seal is broken).
- Items marked as final sale, clearance, or with a specific return policy noted in the product description (e.g., limited-edition Tea Time candle sets).
- Gift cards or digital products.
If an item arrives damaged, defective, or incorrect (e.g., wrong fragrance or product shipped), please contact us immediately upon receipt. Such items qualify for a full refund, exchange, or store credit, provided they are reported within 7 days and supported by photographic evidence.
2. Return Process
To initiate a return, follow these steps:
- Contact Customer Service: Email us at customerservice@scentshop.com or call our support line (available during business hours) within 7 calendar days of delivery. Provide your order number, reason for return, and any supporting details or images. Failure to contact us within this timeframe will result in denial of the return.
- Receive Authorization: We will review your request and, if approved, provide a Return Merchandise Authorization (RMA) number and shipping instructions. Do not ship items without an RMA, as unauthorized returns will not be processed or refunded.
- Package and Ship: Securely package the item in its original condition and ship it to: Scent Shop Returns Department 2614 National Place Garland, Texas 75041 Include the RMA number on the package. You are responsible for ensuring the item arrives safely; we recommend using a trackable shipping method with insurance.
- Inspection and Processing: Upon receipt, we will inspect the item within 5-7 business days. Refunds or exchanges are contingent upon this inspection confirming compliance with our conditions.
- Resolution: If approved:
- Refunds will be issued to the original payment method, minus any applicable fees (see Section 3).
- Exchanges will be processed for equivalent items, subject to availability.
- Store credits will be issued via email and redeemable on future purchases.
Processing times for refunds may take 5-10 business days after inspection, depending on your payment provider.
3. Fees and Costs
- Restocking Fee: A 15% restocking fee applies to all returned items that are not being exchanged and are not damaged or defective. This fee covers handling and restocking costs.
- Shipping Costs: You are responsible for all return shipping costs unless the return is due to our error (e.g., damaged or incorrect item shipped). In such cases, we will reimburse reasonable shipping expenses upon verification. Original shipping fees from your purchase are non-refundable.
- International Returns: For orders outside the United States, additional customs duties, taxes, or fees may apply, which are your responsibility.
4. Refunds and Exchanges
- Refund Amount: Refunds will include the product price paid, less any restocking fees, shipping costs, or discounts applied. Taxes will be refunded where applicable.
- Exchange Process: If exchanging for a different item, any price difference will be charged or refunded accordingly. Exchanges are subject to stock availability; if unavailable, we will offer a refund or store credit.
- Defective or Incorrect Items: For verified defects or shipping errors, we offer a full refund (including original shipping if applicable), exchange, or store credit at your choice. Examples include manufacturing defects in candles (e.g., uneven burning) or incorrect Skeeter Screen variants received.
- No Cash Refunds for Certain Items: Store credits may be issued instead of cash refunds for items returned after 7 days or at our discretion.
We do not guarantee product efficacy (e.g., mosquito repellent performance varies by environment) and disclaim liability for such claims unless due to a verifiable defect.
5. Exceptions and Special Considerations
- Health and Safety: Due to hygiene concerns, opened or used fragrance products (e.g., room mists or repellents) cannot be returned unless defective.
- Bulk or Wholesale Orders: Separate terms may apply; contact us for details.
- Promotional Items: Returns of items purchased during sales or with coupons may result in adjusted refund amounts to reflect the promotional value.
- Force Majeure: We are not liable for delays in processing due to events beyond our control, such as natural disasters or carrier disruptions.
6. Dispute Resolution
If you disagree with a return decision, please contact us for further review. Disputes are governed by the laws of the State of Texas, as outlined in our Terms and Conditions.
7. Contact Us
For assistance with returns or questions about this Policy:
Scent Shop 2614 National Place
Garland, Texas 75041
Email: customerservice@scentshop.com
We strive to resolve all inquiries promptly and appreciate your understanding of these terms to ensure fair and efficient service for all customers.
