1. SCOPE OF APPLICATION
This policy applies to products purchased directly from Scentia through its website, showroom and official sales channels. Customers can request a return or exchange within 15 days from the date of receipt, provided that the product meets the conditions specified by Scentia.
2. CASES ELIGIBLE FOR RETURN OR EXCHANGE SUPPORT
Scentia supports product replacement or refunds when the issue arises from Scentia, the manufacturer, or the shipping provider, including:
• Products that are defective, damaged, broken, or have technical defects from the manufacturer.
• Products that have expired or have a remaining shelf life that is too short and is not suitable for normal use.
• Products delivered incorrectly compared with the Customer’s order: incorrect product, incorrect type, incorrect quantity, or missing items.
• Products damaged during transportation and promptly reported by the Customer to Scentia.
To receive support, the product must remain complete with its packaging, box, labels, seal (if applicable), accompanying gifts, and must be unused, except in cases where the product defect can only be discovered after opening the packaging.
3. CASES NOT ELIGIBLE FOR RETURN OR EXCHANGE SUPPORT
Scentia does not support returns or exchanges in the following cases:
• The return or exchange request is submitted more than 15 days from the date the Customer received the order.
• The product has been used, its seal/labels have been opened or removed, or it is no longer in its original condition, except when the product has a defect confirmed by Scentia.
• The product is damaged due to improper storage, use, or actions by the Customer.
• The packaging, box, or accompanying accessories are lost, damaged, or scratched due to the Customer’s fault.
• The product was not purchased through Scentia’s official sales channels.
• Gift products, products included in special discount or clearance programs, except when the product is defective or incorrectly delivered by Scentia.
• Products belonging to categories that are not eligible for return or exchange for hygiene, safety, or specific usage reasons, if the packaging/seal has been opened.
4. RETURN AND EXCHANGE REQUEST PROCESS
To request a return or exchange, Customers should contact Scentia via [hotline/email/support channel] and provide:
• Order number or purchase information.
• Full name, phone number, and contact address.
• A video recorded before opening the package to accurately show the condition of the product (Note: Scentia only accepts video as evidence).
• Reason for the return or exchange request.
After receiving the information, Scentia will review the request and respond with a resolution within 3 business days.
Scentia may require Customers to send the product back for inspection before confirming a replacement or refund.
5. RETURN AND EXCHANGE METHODS
Returns and Exchanges at the Showroom
• Customers may bring the product and order information to Scentia’s showroom for inspection and direct assistance.
• If the order includes accompanying gifts, Customers are requested to return all gifts in full to have the return or exchange processed.
Returns and Exchanges from Other Provinces/Cities
• Customers should contact Scentia before sending the product. Once the request has been confirmed, Scentia will provide appropriate return address and shipping instructions.
• Scentia will only send a replacement product or process a refund after receiving and inspecting the returned product, unless Scentia provides other instructions.
6. SHIPPING COSTS
• If the issue is caused by Scentia, the manufacturer, or the shipping provider, Scentia will cover reasonable return and exchange shipping costs.
• If the Customer requests an exchange for personal reasons or reasons that are not the responsibility of Scentia, the Customer will bear the applicable shipping costs, if Scentia agrees to support the exchange.
7. REFUND METHOD AND PROCESSING TIME
After the return or exchange request has been confirmed, Scentia will issue the refund using a method appropriate to the original payment method:
• Cash payment: Refund in cash at the showroom or via bank transfer as agreed.
• Bank transfer, e-wallet, or domestic card: Refund within 5 business days from the date Scentia confirms that the product is eligible for return or exchange.
• International cards (Visa, Mastercard, etc.): The funds may take 15–90 business days to be credited to the account, depending on the bank or card-issuing organization.
For orders using a gift card or gift code, Scentia may issue the refund in the form of a code for use on a subsequent order, depending on the conditions of the program.
8. NOTES
Scentia reserves the right to reject a return or exchange request if the product does not meet the conditions of this policy or shows signs of use, alteration, substitution, or external tampering.
This policy may be updated from time to time. The version published on the website at the time of purchase will be the version applicable to the Customer’s order.