Refund policy

• We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

• To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging, it should not be overused although very light usage for testing is allowed. Roughly more than 95% of the product's quantity should still remain as this is usually plenty to determine whether the product is right for you. You’ll also need the receipt or proof of purchase.

• To start a return, you can contact us at info@scentlabz.com and we will provide you with further details. 

• If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

• Shipping fees incurred when returning an order to us are the sole responsibility of the customer returning the order. The store will not be responsible for providing any compensations toward shipping fees and these will not be accredited toward the total price of the refund. The refund will only cover the total amount of the products that were purchased from our store. 

• Once the returned items have been received by us, please allow from 1-5 business days for the inspections and checks to be completed and for a decision to be made on the refund request. If a refund is approved, please allow 1-5 business days for your account to reflect the new credits which were refunded to you.

• Orders returned without confirmation or approval from us beforehand will be denied any return requests. Please reach out to us prior to returning your items.

• You can always contact us for any return questions at info@scentlabz.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item/s is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. It is essential to contact immediately and failure to do so may result in a refund/replacement being denied.

In accordance with the Australian Consumer Law, any products received in a damaged or faulty condition, or any condition that is unfit for use, will be refunded to the customer's original payment method or replaced. Please note, change of mind returns do not fall under the above categories and thus are treated at the discretion of the store and not under Australian Consumer Law.

Exceptions / non-returnable items

 

• Unfortunately, we cannot accept returns on sale/promotion items or gift cards. 
• Sample Sets are non-refundable due to the nature and size of them. 
• Any custom products are non-refundable due to the customisation required to make them. Please ensure you are satisfied with your custom order before making it. 
• Any orders made during a promotion period i.e., Christmas Promotion, Valentine's Day etc., that make use of said promotion/s i.e., buy X, get Y free are non-refundable. Only orders made during those periods that do not utilise or take advantage of the promotion in place at that time are eligible for refunds/returns (subject to approval and satisfaction of return requirements). 
• There will be strictly no refunds or replacements to orders made to the wrong address/shipping location through the fault of the customer. Please double check the shipping details prior to placing an order.
• Please note: once the order has been shipped, it is the sole responsibility of the courier/shipping company i.e., AusPost, Sendle. We will not be held liable for any issues arising from shipping mishaps, although we will gladly assist to the best of our abilities.

Refunds
We will notify you once we’ve received and inspected your return, and let you know of the outcome of the refund. If approved, you’ll be automatically refunded a store credit within 1-5 business days. Please remember it can take some time occasionally for the credit to arrive in your Email. Please ensure to check Junk/spam folders. Store credit can be used to purchase any product/s on our store.

Each return request will be judged on a case by case basis and we will use our discretion to determine what is eligible for a return. Please ensure to reach out to us beforehand.

If more than 15 business days have passed since we’ve approved your return but no actions have been made, please contact us at info@scentlabz.com.