At Scentience, we want you to be happy with your purchase. This policy explains how returns, replacements, refunds, and cancellations work for orders placed on scentience.in (the “Site”). This policy forms part of, and should be read together with, our Terms and Conditions.

1. Overview

Except where a product is defective, deficient, or delivered in error (Section 4), all sales are final and we do not offer monetary refunds. Eligible voluntary returns are resolved exclusively through replacement of the product, as set out below. For defective or deficient goods, you may choose between a replacement or a full refund, in accordance with applicable Indian consumer protection law.

2. Return Window for Replacement

·        You may request a replacement within 7 days of the delivery date shown in your shipment tracking.

·        To be eligible, the product must be unused, unopened, with the seal intact, and in its original packaging along with the invoice or order confirmation.

·        Because fragrance products are sensitive to hygiene and authenticity concerns, opened, used, or seal-broken items are not eligible for a voluntary return, except as set out in Section 4 below.

3. How to Request a Return

·        Email info@scentience.in with your order number, the item(s) you wish to return, and the reason for the request.

·        We will confirm eligibility and share instructions, including the address to ship the item back to.

·        Please pack the item securely in its original packaging to prevent damage in transit.

·        Items sent to us without first contacting us for approval may not be accepted.

4. Defective, Deficient, or Incorrect Items

If you receive a product that is damaged in transit, defective, deficient, or different from what you ordered, please contact us at info@scentience.in within 48 hours of delivery with your order number and photos of the item and packaging. Once the issue is verified, you may choose either:

      A free replacement of the same product, shipped at no additional cost to you.

5. Non-Returnable Items

·        Opened, used, or seal-broken fragrance products (other than defective/deficient/incorrect items covered in Section 4).

·        Products purchased as part of a final-sale or clearance promotion, where clearly marked as non-returnable at the time of purchase.

·        Gift cards, if offered.

6. Order Cancellations

·        You may cancel an order free of charge any time before it has been shipped, by emailing info@scentience.in with your order number. Since the product has not yet been dispatched, the amount paid will be refunded in full to your original payment method.

·        Once an order has shipped, it cannot be cancelled. Any issue with a shipped order is handled as a return or replacement request under Sections 3 and 4.

·        If we cancel your order due to stock unavailability, pricing errors, or suspected fraud before it ships, you will receive a full refund, as no product was provided.

7. Processing Times

·        Once we receive and inspect a returned item, we will notify you of the approval or rejection of your request within a reasonable time.

·        Approved replacements (Sections 2 and 4) are shipped at no additional cost once inspection is complete. If the exact product is out of stock, we will offer an equivalent-value replacement or hold your item until restocked, at your choice.

·        Return shipping costs for a voluntary 7-day return (Section 2) are borne by the customer. Return shipping is free of charge where the issue is due to our error (Section 4).

8. Grievance Redressal

If you are not satisfied with the resolution of your return, replacement, or refund request, you may escalate your concern to our Grievance Officer at info@scentience.in. We will acknowledge your complaint within 48 hours and aim to resolve it within one month, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.