Scent Discovery Return, Refund & Quality Complaints Policy

1. Our Commitment

Customer satisfaction is important to us, and Scent Discovery stands behind the authenticity of the products we supply.

Fragrance is, however, highly personal. Individual preferences and experiences can vary considerably, and we cannot guarantee that a customer will like a fragrance, or that a fragrance will smell or perform exactly as expected based on previous experience.

Many of our fragrances are decanted into smaller sample atomisers. Once a fragrance has been decanted, it cannot be returned to its original bottle. We therefore ask customers to choose carefully, as we do not accept returns, exchanges or refunds for change of mind.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

2. Products Covered by This Policy

The term “Products” in this policy includes, but is not limited to:

Decants;
Samples;
Discovery Sets; and
any other products offered for sale through the Scent Discovery website.

This policy applies to all products available for purchase from Scent Discovery unless otherwise stated.

3. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Products supplied by Scent Discovery must, among other things, be of acceptable quality, correspond with their description and be fit for any disclosed purpose where the Australian Consumer Law requires this.

Where a product fails to meet an applicable consumer guarantee, the remedy available will depend on the nature and circumstances of the failure.

For a major failure, you may be entitled to choose between a refund or replacement in accordance with the Australian Consumer Law.

For a failure that is not major, Scent Discovery is entitled to provide an appropriate remedy in accordance with the Australian Consumer Law.

Scent Discovery is entitled to reasonably assess a product and the circumstances of a complaint before determining whether a consumer guarantee has not been met and what remedy, if any, is applicable.

4. Change of Mind

Please choose your products carefully.

Scent Discovery does not provide refunds, replacements, exchanges or store credits where you:

change your mind;
decide that you no longer want the product;
do not like the fragrance;
find the fragrance too strong, weak, sweet, woody, floral, fresh or otherwise not to your preference;
decide the fragrance does not suit you;
experience the fragrance differently from another person;
find the same or a similar product elsewhere at a different price; or
subsequently decide that you would prefer another fragrance.

This change-of-mind policy does not affect any rights you may have where a product fails to comply with a consumer guarantee under the Australian Consumer Law.

5. Reporting Damage, Incorrect Products or Quality Issues

Please inspect your order as soon as reasonably practicable after delivery.

If you believe that you have received:

an incorrect product;
a product damaged in transit;
a leaking product;
a defective atomiser or container;
a product with an apparent quality issue; or
any other product that you believe may not comply with an applicable consumer guarantee,

please contact us at info@scentdiscovery.com.au as soon as reasonably possible after becoming aware of the issue.

For issues that would ordinarily be apparent upon delivery, opening or initial use of the product, we ask that you notify us within 14 days of delivery wherever reasonably possible.

The 14-day period is a requested notification timeframe designed to allow us to investigate concerns promptly. It does not limit or replace any rights or remedies available under the Australian Consumer Law.

Where a complaint is made significantly after delivery, we may consider circumstances including:

the nature of the alleged issue;
when the issue would reasonably have become apparent;
when the customer first became aware of the issue;
the time elapsed since delivery;
the quantity of product used;
how the product has been stored and handled;
whether the product has been transferred to another person;
the remaining product available for assessment; and
any other circumstances reasonably relevant to investigating the complaint.

A significant delay in reporting an issue may affect our ability to establish the condition of the product at the time it was supplied.

6. Perfume Samples and Decants

Unless otherwise stated, Scent Discovery fragrance samples and decants are prepared from genuine fragrance products and transferred into sample atomisers for customers to experience a fragrance without purchasing a full bottle.

If you raise a quality complaint concerning a sample or decant, please retain the sample and its remaining contents while your complaint is being investigated.

Do not dispose of the sample or remaining fragrance until the matter has been resolved.

Depending on the circumstances, we may request:

photographs;
video;
details of the sample or vial;
information about when the fragrance was first used;
information about how it has been stored;
return of the sample or remaining contents;
comparison information; or
any other information reasonably required to investigate the issue.

Where relevant and available, Scent Discovery may also review its internal product, order preparation, decanting and batch records as part of its assessment.

7. Fragrance Scent, Projection and Longevity

Fragrance perception is inherently individual.

The way a perfume smells, develops, projects and lasts may vary between people and may be influenced by factors including:

skin chemistry;
skin moisture and condition;
application method and quantity;
temperature and humidity;
environment;
individual perception and sensitivity;
olfactory fatigue or adaptation;
storage conditions; and
the particular production batch or formulation.

Accordingly, disliking a fragrance, considering it weaker or stronger than expected, or experiencing different projection, longevity or scent development does not, by itself, establish that a product is defective or of unacceptable quality.

Similarly, a customer's recollection of a fragrance, or comparison with another bottle, sample or decant obtained previously from Scent Discovery or another retailer, does not by itself establish that the product supplied by Scent Discovery is:

defective;
diluted;
altered;
counterfeit;
incorrectly supplied; or
otherwise not of acceptable quality.

We will nevertheless investigate genuine quality concerns where appropriate.

Nothing in this section limits your rights where a product genuinely fails to comply with a consumer guarantee under the Australian Consumer Law.

8. Reformulations and Batch Variations

Fragrance manufacturers may change formulations, ingredients, ingredient concentrations, ingredient suppliers, manufacturing processes or packaging over time.

Different production batches may also exhibit some variation, particularly where natural fragrance materials are used.

A fragrance may therefore differ to some degree from:

an older bottle;
another production batch;
a previous formulation;
a tester;
another sample; or
a product previously purchased from another retailer.

A difference between batches, formulations or a customer's previous experience does not, by itself, establish that the product supplied by Scent Discovery is faulty.

Where reasonably possible, batch information may be considered as part of our investigation of a quality complaint.

9. How to Make a Quality or Return Request

To allow us to assess your request efficiently:

Contact us at info@scentdiscovery.com.au.
Provide your order number or other reasonable proof of purchase.
Explain the issue, including when you first noticed it.
Where relevant, provide photographs or video showing the issue.
Retain the product, remaining contents and, where reasonably possible, its packaging until we advise you whether they are required for assessment.

For privacy and security purposes, we may need to verify details associated with the original order before discussing or processing a claim. Where appropriate, we may ask the original purchaser to contact us or provide authority for another person to act on their behalf.

Items should not be returned to Scent Discovery until return instructions have been provided, unless otherwise required by law.

10. Product Assessment

Scent Discovery may assess a product before determining whether it is faulty or otherwise fails to meet an applicable consumer guarantee.

Depending on the nature of the complaint, our assessment may include reviewing:

photographs or videos;
the remaining product;
packaging;
batch details;
order preparation records;
relevant decanting records;
storage and handling information;
the nature and timing of the complaint; and
other information reasonably relevant to the alleged issue.

Where an issue cannot reasonably be established from photographs or other information, we may ask for the product to be returned for inspection.

If the product is confirmed to have a problem covered by the Australian Consumer Law, Scent Discovery will provide the remedy required by law and, where applicable, reimburse reasonable return postage costs.

If an assessment establishes that there is no fault or failure to comply with a consumer guarantee, a refund, replacement or store credit is not required merely because the fragrance does not meet the customer's personal preference or expectations.

11. Incorrectly Supplied Products

If we have supplied a product different from the product ordered, please contact us as soon as reasonably possible.

Where reasonably possible, please do not use the incorrectly supplied product and retain its original packaging.

We understand that, in some circumstances, it may be necessary to open a product before discovering that it has been incorrectly supplied. Opening a product does not, by itself, remove any rights you may have under the Australian Consumer Law.

Once the issue has been verified, we will arrange the appropriate remedy and, where a return is required, provide return instructions.

12. Products Damaged in Transit

If a product arrives damaged, leaking or otherwise affected during delivery, please contact us as soon as reasonably possible.

We may request photographs or video of:

the product;
the shipping carton or satchel;
internal packaging;
labels; and
the damage or leakage.

Please retain the original shipping packaging until we confirm whether it is required.

This information assists us in investigating the issue and, where appropriate, making a claim with the delivery carrier.

13. Returning Products

Where Scent Discovery authorises or requests the return of a product, we will provide instructions on how and where to return it.

Unless otherwise agreed, products should be returned within 14 days of receiving our return instructions, or within another reasonable period agreed with us.

This return period relates to the administration of an approved return and does not limit rights available under the Australian Consumer Law.

Please do not send products to us without first contacting Scent Discovery, as this may delay our ability to identify and process the return.

Our return address is:

Scent Discovery
PO Box 572
Beecroft NSW 2119
Australia

14. Remedies

The remedy available for a genuine product problem depends on the circumstances and the Australian Consumer Law.

Where a problem constitutes a major failure, the customer may have the right to choose a refund or replacement.

Where a failure is not major, Scent Discovery may provide an appropriate remedy in accordance with the Australian Consumer Law.

Where a replacement is agreed, we will make reasonable efforts to dispatch the replacement promptly after the claim has been assessed and, where required, the returned product has been received.

Where we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse any reasonable return postage costs the customer was required to incur.

15. Incorrect Shipping Addresses

Customers are responsible for ensuring that the shipping address entered when placing an order is complete and accurate.

Where Scent Discovery has dispatched an order to the address provided by the customer, we are not responsible for loss, delay or additional delivery costs caused solely by incorrect or incomplete address information supplied by the customer.

If you become aware of an address error after dispatch, please contact Australia Post and Scent Discovery as soon as possible. Redirecting a parcel may not always be possible.

If a parcel is returned to Scent Discovery because an incorrect or incomplete address was supplied, the customer may choose, subject to the circumstances, to:

Re-shipping

Have the parcel re-sent to the correct address.

The customer will be responsible for reasonable carrier charges incurred in returning the parcel to Scent Discovery and the cost of re-shipping the parcel.

Cancellation

Request cancellation of the order after the parcel has been returned to Scent Discovery.

Where cancellation is accepted as a change-of-mind cancellation, Scent Discovery may deduct reasonable and properly disclosed costs actually incurred as a result of the incorrect address, return of the parcel and cancellation, to the extent permitted by law.

These provisions do not apply where the address error was caused by Scent Discovery.

16. Unsuccessful Delivery / Return to Sender

Where delivery cannot be completed because nobody is available to accept a parcel requiring attendance or signature, and the parcel is subsequently returned to Scent Discovery, reasonable return and re-shipping costs may be payable by the customer if the customer requests re-delivery.

Any charges will be limited to reasonable costs incurred by Scent Discovery and the delivery carrier.

17. Parcels Marked Delivered but Not Received

If Australia Post or another delivery carrier records a parcel as delivered but you cannot locate it, please:

check around the property and any secure delivery locations;
check with other members of the household, neighbours or building management where appropriate; and
contact the delivery carrier promptly to request an investigation.

Please also contact Scent Discovery as soon as reasonably possible so that we can assist with any information available to us.

Where the delivery carrier confirms that the parcel was successfully delivered to the shipping address provided by the customer, and provides reasonable evidence of delivery such as a delivery scan, photograph, GPS information, signature or other carrier confirmation, Scent Discovery will consider its delivery obligation to have been fulfilled.

Scent Discovery is not responsible for the theft, loss or disappearance of a parcel after confirmed delivery has been completed at the customer's nominated delivery address or in accordance with the customer's delivery instructions. In these circumstances, Scent Discovery is not required to provide a replacement, refund or compensation for the stolen or missing parcel.

If there is evidence that the parcel was delivered to an incorrect address, delivery was not completed as recorded by the carrier, or the loss occurred before delivery was completed, Scent Discovery will assess the matter and provide any remedy required under the Australian Consumer Law.

Nothing in this section excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Cancellation Policy

18. Cancellation Before Dispatch

There is no automatic change-of-mind cooling-off period for ordinary purchases made through our website.

However, Scent Discovery may, at its discretion, accept a request to cancel an order before it has been dispatched.

Same-Day Cancellation

Where you request cancellation within 8 business hours of placing the order and the order has not entered a stage where material non-recoverable costs have been incurred, we will generally cancel the order without an administration fee.

Later Cancellation Before Dispatch

Where cancellation is requested after the initial 8-business-hour period but before dispatch, Scent Discovery may deduct reasonable non-recoverable processing, payment or administrative costs incurred as a result of the order and its cancellation.

Any cancellation charge will be reasonable, transparent and limited to costs reasonably incurred by Scent Discovery.

19. Payment Verification Cancellations

Scent Discovery may request additional payment verification where reasonably required for fraud prevention or payment security.

Where an order cannot be completed because reasonably requested payment verification has not been provided, Scent Discovery may cancel the order.

Any deduction from the refund for processing or administrative costs will be limited to reasonable non-recoverable costs incurred by Scent Discovery and will only be applied to the extent permitted by law.

20. Cancellation After Dispatch

Once an order has been dispatched, cancellation may not be possible.

If Scent Discovery agrees to attempt to intercept, redirect or return a dispatched parcel at the customer's request, the customer may be responsible for reasonable costs charged by the delivery carrier and other reasonable costs directly associated with the cancellation.

If a dispatched parcel is returned to Scent Discovery and the cancellation is accepted as a change-of-mind cancellation, any deduction from the refund will be limited to reasonable costs incurred and permitted by law.

This does not apply where cancellation or a refund is required because the goods fail to comply with the Australian Consumer Law.

Exceptions / Non-Returnable Items

21. Gift Cards

We do not accept change-of-mind returns or provide change-of-mind refunds for gift cards.

This does not exclude any rights that cannot lawfully be excluded under the Australian Consumer Law.

22. Contact Us

For questions regarding returns, refunds, incorrect products, damaged products or quality concerns, please contact:

info@scentdiscovery.com.au

Return address: