At iScentz, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process to ensure your experience with us is seamless.
Eligibility for Returns
- Condition of Products:
- Items must be returned unused, unopened, and in their original packaging.
- For hygiene reasons, opened or used perfumes cannot be returned unless they are damaged or defective.
- Timeframe:
- Returns must be initiated within 30 days of receiving the product.
- Proof of Purchase:
- A valid receipt or order confirmation is required for all returns.
Damaged or Defective Products
- If your item arrives damaged or defective, please contact us within 7 days of delivery.
- Send an email to [support email address] with:
- Your order number.
- Photos of the damage or defect.
- A brief description of the issue.
- We will provide a replacement or refund, including shipping costs, once the claim is approved.
Non-Returnable Items
- Gift cards and promotional items are non-refundable.
- Sale items are only eligible for refunds at the purchased price, unless defective.
Return Process
- Contact Us: Email our support team at team@iscentz.com with your order details and reason for the return.
- Approval: Once approved, you will receive return instructions, including the return address.
- Shipping Costs:
- Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item).
- Packaging: Securely pack the item to avoid damage during transit.
- Tracking: We recommend using a trackable shipping method to ensure your return reaches us.
Refund Policy
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed within 5-7 business days, and the amount will be credited to your original payment method.
- Shipping fees for the original purchase are non-refundable unless the return is due to our error.
Exchanges
- We do not offer direct exchanges. Please return the unwanted item and place a new order for the desired product.
Contact Us
If you have any questions or need assistance, please reach out to our customer support team:
- Email: team@iscentz.com
- Phone: 0321 093 9955
- Hours: 10AM – 6PM (Monday to Saturday)
Thank you for shopping with [Your Online Perfume Store]. We appreciate your business and are committed to providing you with exceptional service!