Refund policy

At Scentorium, we are dedicated to ensuring that your shopping experience is as refined as the fragrances we offer. Should you need to return a product, we provide a 30-day return for all purchases made through our website.

Eligibility for Returns

  • Items must be unopened and in their original packaging to be eligible for a return.
  • Returns must be initiated within 30 days of the delivery date.
  • Please note: Personalised or customised items, gift cards, and clearance items are not eligible for return. Sale items may be returned following our standard return process.

Return Process

To initiate a return, please contact us at  info@scentorium.co.uk within 30 days of receiving your order. Our team will provide you with instructions on how to return the item(s). Ensure that the item(s) are securely packaged to avoid any damage during transit.

Refund Process

Once we receive the returned item(s) and verify their condition, If approved, we will process the refund to the original payment method used for the purchase within 7 business days  for the refund to reflect in your account. 

Return Shipping Costs

  • The customer is responsible for return shipping costs unless the return is due to an error on our part.
  • We recommend using a trackable shipping service to ensure the safe return of your item(s).

Exchanges

At this time, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

Damaged or Defective Items

In the rare instance that you receive a faulty or damaged item, please contact us at info@scentorium.co.uk  or use the contact form to inform us of the issue within 48 hours of receiving your order. Here's what to do:

  • Do not dispose of any part of the damaged item, as we require photographic evidence and may request the product be returned for inspection.
  • Once evidence is provided, we will offer a replacement for the faulty item.

Incorrect Items

If you receive an incorrect item, please follow these guidelines:

  • Do not open the packaging of the incorrect item.
  • Use the Contact Us form to report the issue within 48 hours, including your order number and a description of the item.
  • Our team will provide you with instructions on how to return the item.
  • Ensure it is returned in its original condition with all packaging intact.

Effect of Returns on Delivery Offers

If your order initially qualified for free delivery, returning item(s) may reduce the remaining order value below the threshold. As a result, a postage charge of £4.99 may be deducted from your refund for the returned item(s). This only applies to orders that originally qualified for free delivery.

Further Questions

If you have any additional questions or need assistance, please reach out to us at info@scentorium.co.uk or via the Contact Us section of our website, we're here to help.

Thank you for shopping at Scentorium.