At Scentscape, customer satisfaction is our top priority. We take pride in offering high-quality, authentic fragrances and decants. This policy outlines our terms and conditions for returns, refunds, exchanges, cancellations, and shipment responsibilities to ensure a smooth and transparent shopping experience.

A. Return Eligibility

To maintain product integrity and hygiene, returns will only be accepted under the following conditions:

• Products must be returned in their original packaging (no returns for tampered or damaged boxes)
• Decants can be checked in front of the delivery agent, but spraying is not allowed
• Full bottles must remain sealed and unopened (cellophane wrap must be intact)
• A valid proof of purchase is required (e.g., invoice, order confirmation email)
• For concerns regarding authenticity, proof must be provided before a return is accepted
• False or fraudulent claims without valid proof may result in legal consequences

B. Items Eligible for Return

We accept returns in the following situations:

• Unopened full bottle fragrances
• Un-sprayed decants
• Wrong product received (must be checked immediately in front of the delivery agent)
• Items damaged during transit (must be checked in front of the delivery agent)

C. Items NOT Eligible for Return

• Opened or used bottles
• Sprayed decants
• Claims without evidence or raised after delivery is completed

D. Return Request Time Frame

• Return requests must be submitted within 48 hours of receiving the product
• Requests made after this time will not be accepted

E. Shipping Costs for Returns

• If the return meets our policy, Scentscape will cover the return shipping cost
• If the return does not qualify, shipping costs will not be reimbursed

F. Exchange Policy

We allow exchanges under these conditions:

• Products must be unused and in original condition
• Exchange will be done hand-to-hand during delivery
• Delivery agents will inspect the item on the spot before confirming exchange
• If direct exchange is not possible in a location, the customer must return the item first. After inspection, a replacement will be dispatched
• Misuse or false claims void the exchange request
• If the request is valid, courier fees will be covered by Scentscape

G. Refund Policy

• Customers may request a full refund, store credit, or partial refund depending on the situation
• Refunds are usually processed within 24 hours, unless extra verification is needed
• If a package is lost during shipping, the customer may choose a replacement, refund, or store credit

H. Order Cancellation Policy

• Orders can be cancelled anytime before dispatch without any fees
• If the order is already dispatched, a courier fee will be deducted (for both decants and full bottles)
• Cancellations will not be accepted after delivery is completed

I. Responsibility for Delayed or Lost Shipments

• If delivery is delayed more than 7 days, the order can be cancelled
• Scentscape is responsible for lost shipments
• Products must be checked in front of the delivery agent
• For any claims involving missing items or empty bottles, a complete unboxing video must be recorded from the moment the seal is broken
• Claims without video proof will not be accepted

J. Special Cases & Exceptions

• International orders are not accepted; we currently deliver within Bangladesh only
• For special cases, Scentscape reserves the right to define custom return/exchange terms
• A verification process may be conducted before approval
• A return/exchange fee may apply depending on the condition and case

K. Contact Information

For questions or concerns regarding returns, refunds, or exchanges, feel free to contact us:

We’re always here to help you stay fresh with confidence ✨