Returns and refunds

Returns and refunds

We want you to be happy with what you buy from Scentora. If something is wrong, tell us and we will put it right.

Goods

• Tell us within 7 days of receiving your order if you want to return it.
• Items must be unused, in their original condition and packaging.
• If an item is faulty, damaged or not what you ordered, we will replace it or refund you.
• Some items can't be returned for hygiene or safety reasons, such as perishable goods, underwear and custom-made items. We will say so on the product page.
• Return shipping is paid by you unless the item is faulty or we sent the wrong one.

Services and bookings

• To cancel or reschedule a booking, tell us as early as you can, and at least 24 hours before it starts.
• A deposit may be non-refundable for late cancellations or no-shows.
• If we cancel a booking, we will offer you another time or a full refund.
• If a service wasn't delivered as described, tell us within 7 days and we will make it right.

How refunds are paid

Approved refunds go back to how you paid, or by bank transfer for cash-on-delivery and transfer orders. This usually takes 5 to 10 working days once approved.

Start a return or refund

Please use the contact page or call 08030001000 with your order number and what went wrong.