Refund, Return & Cancellation Policy

1. Returns Policy

Due to the nature of perfumes, cosmetics, and personal care products, we maintain strict hygiene, safety, and authenticity standards.

Returns are accepted only under specific conditions, including:

• You received a damaged product
• You received the wrong item
• Your order was incomplete or missing items
• The product arrived in a defective condition

To request a return, customers must contact us within 48 hours of delivery with:

• A complete unboxing video recorded from start to finish
• Clear photographs of the product and packaging
• Order details and proof of purchase

Products must remain unused, unopened, and in original packaging to qualify for return review.

2. Non-Returnable Items

For hygiene, safety, and authenticity reasons, certain items are not eligible for returns, refunds, or exchanges.

Non-returnable items include:

• Opened or used perfumes
• Products with broken seals or tampered packaging
• Items damaged after delivery
• Customized or personalized products
• Gift cards or complimentary items
• Products purchased during clearance or promotional sales (unless damaged)

We encourage customers to review product descriptions, fragrance notes, and order details carefully before purchase.

3. Refund Policy

Refund requests are reviewed only after verification of the claim and inspection of supporting evidence provided by the customer.

Once approved, refunds will be processed to the original payment method used during checkout.

Please note:

• Refund processing may take approximately 5–10 business days
• Bank or payment provider timelines may vary
• Shipping fees are non-refundable unless the issue occurred from our side
• Refunds may be denied if policy conditions are not met

SCENTED CASTLE reserves the right to reject suspicious, fraudulent, abusive, or unverifiable claims.

4. Exchange Policy

Exchanges are offered only in cases where:

• The wrong product was delivered
• The product arrived damaged or defective
• The item received differs significantly from the confirmed order

Approved exchanges are subject to product availability. If the same product is unavailable, customers may be offered:

• An alternate replacement product
• Store credit
• A refund where applicable

5. Cancellation Policy

Orders may be cancelled only before processing or shipment begins.

Cancellation requests must generally be submitted within 2 hours of placing the order.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

SCENTED CASTLE reserves the right to cancel orders in situations involving:

• Pricing or technical errors
• Inventory shortages
• Suspected fraud or unauthorized transactions
• Policy violations
• Verification or payment issues

6. Damaged, Incorrect & Missing Orders

If your order arrives damaged, incomplete, or incorrect, please notify us within 48 hours of delivery.

To help us investigate efficiently, customers should provide:

• A complete unboxing video
• Clear images of the parcel and product
• Shipping label and packaging photos
• Order number and issue details

Claims submitted without sufficient proof may not qualify for approval.

7. Delivery Delays & Courier Issues

Delivery timelines shown on the website are estimates only and may vary depending on logistics operations, courier services, weather conditions, public holidays, customs procedures, or unforeseen circumstances.

While we strive to ensure timely delivery, SCENTED CASTLE shall not be held responsible for delays caused by third-party courier providers or events beyond our reasonable control.

8. Fraud Prevention & Abuse Protection

To maintain fair usage and protect customers, SCENTED CASTLE reserves the right to investigate suspicious activities, repeated refund claims, chargeback abuse, or fraudulent transactions.

Orders or accounts suspected of misuse may be restricted, cancelled, or permanently blocked.

9. Policy Updates

SCENTED CASTLE reserves the right to update, modify, or revise this policy at any time without prior notice.

Updated versions will be published on this page along with the revised “Last Updated” date.