Return and Refund Policy
At raw-scent.com, customer satisfaction is a top priority. We understand that purchasing fragrance and personal care products online can sometimes be challenging, as scent preferences and expectations may vary from person to person. To ensure a smooth and transparent shopping experience, we have established a clear and fair return and refund policy.
Eligibility for Returns
We accept returns under specific conditions to maintain product integrity and hygiene standards. Items must be unused, unopened, and in their original packaging, including all seals, labels, and protective materials intact. Due to the nature of fragrance products, any item that has been opened, tested, or used cannot be returned for hygiene and safety reasons.
Customers who receive damaged, defective, or incorrect items are eligible for a return or replacement. In such cases, it is essential to contact us within 48 hours of receiving the order, providing clear photographic evidence of the issue. This allows our team to assess the situation quickly and offer an appropriate resolution.
Return Request Process
To initiate a return, customers must contact our support team through the contact form available on raw-scent.com. Please include your order number, a detailed description of the issue, and any relevant images if applicable. Once your request is reviewed and approved, you will receive instructions on how to proceed with the return.
Returns sent without prior authorization may not be accepted. We strongly recommend waiting for confirmation before shipping any items back to us.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error on our part (such as receiving a damaged or incorrect item). We recommend using a trackable shipping service to ensure the safe delivery of your return, as we cannot be held responsible for items lost during transit.
All returned items must be securely packaged to prevent damage during shipping. Failure to do so may result in the rejection of the return.
Refund Policy
Once we receive and inspect the returned item, we will notify you of the status of your refund. If the return is approved, the refund will be processed to the original payment method used during purchase.
Please note that original shipping fees (if any) are non-refundable, except in cases where the return is due to our error. Refund processing times may vary depending on your payment provider, but typically it may take 5–10 business days for the amount to reflect in your account.
Exchanges
We do not offer direct exchanges. If you wish to replace an item, you will need to return the eligible product (subject to approval) and place a new order separately. This ensures faster processing and availability of the desired item.
Non-Returnable Items
Certain items are not eligible for return, including:
- Opened or used products
- Items without original packaging
- Products returned without prior authorization
- Clearance or final sale items (if applicable)
Order Cancellations
Orders can only be canceled before they are processed and shipped. Once an order has been dispatched, it cannot be canceled and must follow the standard return process if eligible.
Contact and Support
Our customer support team is committed to assisting you throughout the process. If you have any questions or concerns regarding returns, refunds, or your order, please reach out via raw-scent.com. We aim to respond promptly and provide clear guidance to ensure a satisfactory resolution.
Policy Updates
We reserve the right to update or modify this return and refund policy at any time without prior notice. Customers are encouraged to review this page periodically to stay informed of any changes.
By making a purchase on raw-scent.com, you agree to the terms outlined in this policy. We appreciate your trust and are dedicated to delivering a reliable and professional shopping experience.