Política de reembolso
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. Please note that returns on pre-order fragrance oils and custom orders are not accepted.
To be eligible for a standard return, your item must be unused, unopened, in the same condition that you received it, and in its original packaging. You’ll also need your invoice or order number as proof of purchase.
To start a return, please contact us via email at hello@houseofscent.com with your order number and reason for return. If your return is accepted, we’ll provide instructions on how and where to send your package. We recommend sending all returns via a tracked service, as we will not process a refund for any returns not received back to House of Scent.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@houseofscent.com, and we'd be happy to help.
Due to the nature of our products and the risk of contamination, we do not accept returns on 50g, 100g, 250g 500g, 1kg or 5kg fragrance oils. Instead, we offer some of the cheapest 10g Testers available in the industry - so you can ensure that you're satisfied with a scent before committing to a bigger bottle.
Damages and issues
Please inspect your order carefully upon receipt. You must contact us immediately if an item is defective, damaged, contaminated, incorrect, or if there is any other issue with your order, so that we can investigate further and help make things right where appropriate.
If you believe an item is defective, you must stop using the product immediately and contact us at hello@houseofscent.com with your order number, a clear description of the issue, and photos or videos where possible.
In most cases, the item must be returned to us for inspection and investigation before any refund, replacement, or resolution can be considered. This allows us to properly assess the product and, where necessary, raise the matter directly with our manufacturer or supplier for further investigation.
Where a product is suspected to be defective, please do not continue using the item. Continued use may make it more difficult, or impossible, for us to inspect, test, or verify the issue.
If an item is returned to us and is determined by us and/or the manufacturer to be defective, we will arrange a refund, replacement, or other appropriate resolution at our discretion. Where the product is confirmed to be defective, we will also refund reasonable return postage costs, provided proof of postage/payment is supplied.
If the item is inspected and is not found to be defective, we will not refund the product, replacement product, or return postage costs.
Please note that refunds or replacements will only apply to the defective product itself, where a defect is confirmed. We are not responsible for, and will not refund or compensate for, any additional materials, ingredients, tools, equipment, machinery, finished products, loss of production, loss of profit, or other costs or losses claimed to have resulted from use of the product.
Exchanges
In order for us to be able to maintain a quick turnaround, we don't process exchange requests. The quickest way to ensure that you get the product(s) that you require is to return the product(s) that you wish to exchange, and once the return is accepted by us, please make a new order for the product(s) that you'd like instead.
Refunds
We will notify you once we’ve received and inspected your return and let you know if a refund has been approved.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund and for it to show back in your account.
If more than 15 business days have passed since we approved your return, please email us - hello@houseofscent.com and we'd be happy to help.
International Orders – Disclaimer of Liability
House of Scent hereby will not take any responsibility for overseas shipments once an order has been dispatched to the courier. Upon transfer of goods to the courier, risk of loss, damage, or delay passes entirely to the customer.
House of Scent shall not be liable under any circumstances for loss, damage, delay, or non-delivery of international orders.
Customers acknowledge that no refunds, replacements, or reimbursements will be provided by House of Scent in connection with international shipping issues.
All claims relating to loss, damage, or delay must be made directly with the courier.
Customers are strongly advised to obtain adequate shipping insurance before placing high-value international orders.
By submitting an international order with House of Scent, the customer accepts full responsibility for the shipment once in possession of the courier and agrees to these terms in their entirety.
