This policy sets out your rights regarding returns, refunds, and exchanges when shopping with The Scent.
If you wish to cancel your order before it has been dispatched, please contact us immediately at hello@thescent.uk with your order number.
We process orders quickly — typically within one business day — so please get in touch as soon as possible.
Once an order has been dispatched it cannot be cancelled and our standard returns process applies.
We accept returns only for unused and unopened items in their original packaging.
Because we sell fragrance samples and decants, for hygiene reasons we cannot accept returns on any item that has been opened, unsealed, used, or tested, unless the item is faulty, damaged, leaking, or incorrect.
You may request and complete your return within 14 days of receiving your order.
This applies to change-of-mind returns where the item is unused, unopened, and in its original packaging.
To be eligible for a return, items must be:
Items that have been opened, unsealed, used, or tested are not eligible for return unless they arrived damaged, leaking, faulty, or incorrect.
To initiate a return, please email hello@thescent.uk with:
Once your return request is reviewed, we will send return instructions and a return label where applicable.
Please include your order confirmation and package all items securely.
For change-of-mind returns, the item must be unused, unopened, and in its original packaging.
For change-of-mind returns, original shipping costs are non-refundable. Only the product price will be refunded once the item is received back in its original, unopened condition.
No restocking fee applies to any return.
If your order arrives damaged, leaking, faulty, or incorrect, please contact us within 48 hours of delivery at hello@thescent.uk.
Please include your order number and clear photographs of the issue.
For items that arrive damaged, leaking, or incorrect: return shipping is covered by The Scent at no cost to you. Your original shipping cost will also be refunded in full.
We will resolve the issue as a priority and may offer a replacement, exchange, or full refund depending on the circumstances.
Returns are made by mail.
Where eligible, we provide a return label once your return is approved.
For damaged, leaking, faulty, or incorrect items, return shipping is covered by The Scent at no cost to you.
For change-of-mind returns, return shipping instructions will be provided after your return request is approved.
Refunds are issued to the original payment method after we receive and inspect the returned item or items, or once you provide proof of postage where applicable.
Refunds are processed within 7 days after we receive your return.
For change-of-mind returns, only the product price will be refunded. Original shipping costs are non-refundable.
For damaged, leaking, faulty, or incorrect items, your original shipping cost will also be refunded in full.
Exchanges are accepted where the item meets our return eligibility requirements.
If you would like to exchange an item, please contact us at hello@thescent.uk with your order number and the details of what you would like to exchange.
Exchanges are subject to availability.
For change-of-mind exchanges, the item must be unused, unopened, and in its original packaging.
Opened, unsealed, used, or tested fragrance samples are not eligible for exchange unless they arrived damaged, leaking, faulty, or incorrect.
If you have any questions about returns, refunds, exchanges, or cancellations, please contact us at hello@thescent.uk or visit our Contact Us page.
Support hours: Monday to Friday, 9:00 AM to 5:00 PM GMT.
We typically respond within 24 hours.
The Scent is a trading name of ZAKARIA NOOR LTD (Company No. 17222406). Registered address: 273 Somervell Road, Harrow, HA2 8UB, United Kingdom.
