Refund policy

Return and Refund Policy

Last updated: June 29, 2026

Scentsitivity sells authentic fragrance samples and decants that are hand-filled into independent atomizers. Because fragrance products are personal-care cosmetic items, opened, sprayed, used, or tampered-with decants and samples are not returnable for health, safety, and product-integrity reasons.

Eligible returns

  • Unopened items in their original condition may be returned within 14 days after delivery.
  • Return requests must be started by emailing lisa@scentsitivityshop.com or using our contact form. Include your order number and the item you want to return.
  • Items sent back without first contacting us may not be accepted.
  • Customers are responsible for return shipping unless the return is due to our error, a damaged shipment, or an incorrect item.

Items we cannot accept

  • Opened, sprayed, used, leaked after customer handling, or otherwise tampered-with decants and samples.
  • Items missing original labels, caps, packaging, or protective materials.
  • Items not in original condition for reasons unrelated to shipping damage or our error.
  • Gift cards, if offered.

Damaged, leaking, or incorrect orders

Please inspect your order when it arrives. If your order is damaged, leaking, missing an item, or incorrect, contact us within 7 days of delivery at lisa@scentsitivityshop.com with your order number and clear photos of the product and packaging. We will review the issue and, when appropriate, replace the item, issue store credit, or refund the affected item.

Refund timing

Approved refunds are issued to the original payment method after the returned item is received and inspected. Your bank or payment provider may take additional time to post the refund. Original shipping charges are not refundable unless the refund is due to our error or a shipping-damage issue that we approve.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. We can only change or cancel an order before it has been packed or fulfilled.