Refund policy

Return and Refund Policy

Last updated: August 24, 2026

This policy is designed for authentic fragrance samples, hand-filled decants, and any sealed full bottles specifically listed for sale. Fragrance is a personal-care cosmetic product, so opened or used products cannot be resold.

Quick version

  • Opened, sprayed, used, or tampered-with fragrance products are final sale. This includes decants, samples, atomizers, and opened or unsealed full bottles.
  • 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 its original condition with all labels, caps, seals, atomizers, and packaging intact. Email lisa@scentsitivityshop.com or use our contact form 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, unsealed, or tampered-with decants, samples, atomizers, and full bottles.
  • 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.

Return address: Scentsitivity LLC, 345 Broadmoor Drive, Heath, TX 75032. This address is provided for approved returns only. Do not mail fragrance back without written approval and carrier instructions. Many fragrances contain alcohol and require ground or another carrier-approved shipping method.

Refund timing

If a refund is approved after inspection, it will be issued to the original payment method within 5 business days. Your bank or payment provider may need additional time to post the refund.

Cancellations

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

If we cannot ship within the time stated when you ordered, we will notify you, provide a revised shipment date, and give you the choice to accept the delay or cancel the affected order for a full refund.