Refund policy

Scent Discovery Return and Refund Policy

Our customer’s satisfaction with their purchase is very important to us and we guarantee the authenticity of our products 100%, but everyone’s taste is different, and we cannot guarantee that you will like the fragrance you have purchased. Decanted fragrances cannot be returned to their original bottles, so please choose carefully as we do not accept returns or refunds for change of mind.

The term 'Products' in this policy refers to Decants, Samples, Discovery Sets, Lotions, Essential Oils, and full-size Bottles. New product lines are added regularly, as such, this policy will apply to all products that are available for purchase on our website. New product lines are added regularly

However, we will happily accept returns for incorrectly supplied products, or products that are defective, or damaged in transit.  Please contact us within 24 hours of receiving the product(s). 

To return incorrectly supplied products, faulty products, or products damaged in transit, please follow the steps below:

1. 1. Please inspect your order upon receiving it and contact us immediately at info@scentdiscovery.com.au if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
   2. To start a return, you can contact us at info@scentdiscovery.com.au. Please make sure the original receipt or proof of purchase is included in your request. 
   3. We only deal with the original customer who placed the order. If the order is not under your name and email, then we will not be able to honour the request to return.
   4. If your request to return has been approved, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a 'request for return' will not be accepted.

For incorrectly supplied addresses, 

Customers are responsible for providing the correct shipping address. Scent Discovery is not liable for any loss of products or packages due to an incorrectly supplied address. If an error occurs, it is the customer’s responsibility to contact Australia Post to track and, if possible, redirect the parcel to the correct address.

In cases where the parcel is returned to Scent Discovery due to an incorrect address or unsuccessful delivery, the following options are available:

• Order Cancellation and Refund: If the customer chooses to cancel the order and request a refund, the 'return to sender' shipping costs (as charged by Australia Post) and a 20% restocking/administration fee will be deducted from the refund total.
• Re-shipping: If the customer requests re-shipping of the parcel, both the 'return to sender' shipping costs and the new shipping fee will be charged to the customer.

Please ensure your address is accurate to avoid additional fees and delays.

1. For futile delivery where the recipient was not in attendance to receive the parcel or package that required their signature and this resulted in a 'return to sender'. The 'Re-shipping' conditions above will apply.
2. For missing delivery, If a package from Scent Discovery is recorded as "delivered" yet not received by the customer, it will be treated as a potential theft. Customers must report this within 3 to 5 days to their local post office after the supposed delivery to allow for the possibility of a miss-delivery or the package being placed in a secure location on the property. Scent Discovery reserves the right to request a police report as proof in cases where the package is indicated as delivered but is believed to be stolen. To address order disputes, customers must obtain a police report detailing the alleged theft. Scent Discovery requires the customer to forward a full police report in PDF format, inclusive of the case number and the contact details of the police station where the incident was reported.
3. For incorrectly supplied products, in addition to steps 1 to 3 above, the product should be unopened and unused. Please keep the original shipping package - to be used to post back to us the product(s) once your request to return has been approved.
4. For faulty or damaged products during transit, in addition to steps 1 to 3 above, at our discretion Scent Discovery may require evidence in the form of photos or video to support our investigation. Please keep the original shipping package to be used to post back to us the product(s) once your request to return has been approved.
5. The product(s) need to be returned within 14 days of you receiving formal approval from Scent Discovery of your request to return.
6. Once we have received the faulty/damaged product(s) or the incorrectly supplied product(s), we will arrange for the replacement product(s) at full cost to be posted to you within two (2) business days from the date we received the returned product(s). 
7. Scent Discovery will make every effort to promptly dispatch the correct product(s) to you and will keep you updated on the progress of your return. However, we don't have control over Australia Post and the timeliness of their deliveries. If more than 15 business days have passed since we posted your replacement product(s) please contact us at info@scentdiscovery.com.au.

Cancellation Policy

Please carefully choose your purchase as we do not offer refunds for change of mind purchases, where the product has been delivered.

If you choose to cancel your order within 1 to 3 days of placing it, and before the order has been shipped, a 10% administration fee will be deducted from the total refund or amount owed. This fee covers processing and administrative costs associated with the cancellation.

Orders cancelled within the same day the order was placed - this means within 8 business hours from date and time of order - this will not attract any cancellation fees. 

If an order is cancelled by us due to unresolved payment verification—specifically where the customer has not responded to our request for the required verification information—a 10% administration fee will apply. This fee will be deducted from any refund or balance owed.

If an order is cancelled after it has been shipped but before delivery, a 20% restocking and administration fee will apply. In addition, a redirection fee of $15 (as charged by Australia Post) will be deducted from the total refund amount.

Please note that returns will need to be sent to the following address:

Scent Discovery

PO Box 572

Beecroft, NSW, 2119

Australia

You can always contact us for any return questions at info@scentdiscovery.com.au

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.