Refund Policy

Our return policy is built for authentic fragrance samples and decants. Because fragrance is a personal-care cosmetic item and our decants are hand-filled into independent atomizers, opened products cannot be resold.

Quick version

  • Opened, sprayed, used, or tampered-with decants and samples are final sale.
  • Wrong, damaged, leaking, missing, or defective orders are covered. Contact us within 7 days of delivery and we will make it right.
  • Unopened, unused items in original condition may be returned within 14 days of delivery after contacting us first and receiving approval.

Items eligible for return

Unopened and unused items may be eligible for return within 14 days after delivery. The item must be in original condition with the label, atomizer, and packaging intact. Please email lisa@scentsitivityshop.com before mailing anything back.

Approved returns are inspected when received. Original shipping charges are not refundable, and return shipping is the customer's responsibility unless the return is due to our error.

Items not eligible for return

  • Opened, sprayed, used, or tampered-with decants, samples, and atomizers.
  • Returns because the fragrance was not your preference after opening or spraying it.
  • Gift cards, final-sale items, and promotional samples.
  • Orders sent back without contacting us first.

Damaged, leaking, missing, or incorrect orders

Please inspect your order when it arrives. If something is damaged, leaking, missing, defective, or incorrect, email lisa@scentsitivityshop.com within 7 days of delivery with your order number and clear photos of the package and item. Depending on the issue, we may replace the item, refund the item, issue store credit, or provide another reasonable fix.

How to start a return or issue claim

  1. Email lisa@scentsitivityshop.com with your order number.
  2. Include photos if the item arrived damaged, leaking, defective, missing, or incorrect.
  3. Wait for return approval and shipping instructions before mailing anything back.

Please do not mail fragrance back without instructions. Many fragrances contain alcohol and may require ground or carrier-approved shipping.

Refund timing

If a refund is approved after inspection, it will be issued to the original payment method. Your bank or payment provider may need additional time to post the refund.

Cancellations

If you need to cancel an order, contact us as soon as possible. We can usually cancel only before the order has been packed or shipped.