Cancellations and Refunds

At Scent Project, we want you to have a smooth shopping experience. This Cancellation & Refund Policy explains when orders can be cancelled and when refunds or replacements may be provided.

Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

To request a cancellation, please contact us as soon as possible with your order number and registered contact details.

Once an order has been dispatched or handed over to the courier, cancellation may no longer be possible.

Cancellation by Scent Project

Scent Project reserves the right to cancel an order in circumstances including:

Product unavailability
Incorrect pricing or product information caused by a technical error
Suspected fraudulent or unauthorized transactions
Incorrect or incomplete customer information
Delivery limitations
Other circumstances that prevent us from fulfilling the order

If we cancel a prepaid order, the applicable amount paid for the cancelled order will be refunded.

Refund Eligibility

A refund or replacement may be considered if:

You receive the wrong fragrance or product
An item is missing from your order
The product arrives damaged or leaking
Your order is cancelled by Scent Project after payment has been received

For damaged, leaking, incorrect, or missing products, please contact us as soon as possible after delivery.

Unopened Products

If an unopened product is eligible for return, please contact us before sending anything back.

Returns will only be accepted after confirmation from Scent Project.

The product must be unused, unopened, and in its original condition and packaging where applicable.

Opened or Used Products

Due to the nature of fragrance products and hygiene considerations, opened, used, sprayed, or tampered-with fragrance products are generally not eligible for return or refund, except where required by applicable law or where the product was defective, damaged, incorrect, or otherwise eligible for a remedy.

Damaged or Leaking Products

If your fragrance decant arrives damaged or leaking, please contact us promptly.

We may request clear photographs or videos showing:

The outer package
Shipping label
Packaging
Product
Damage or leakage

Please retain the product and packaging until the issue has been reviewed.

After reviewing the claim, Scent Project may provide a replacement or refund where appropriate.

Incorrect or Missing Items

If you receive a product different from what you ordered or an item is missing, contact us with your order number and supporting details.

After verification, we may provide a replacement, refund, or other appropriate resolution.

Refund Processing

Once your refund has been approved, the refund will be processed through the applicable payment method or payment provider.

The time required for the amount to appear in your account may depend on your bank or payment service provider.

Shipping Charges

Original shipping charges may not be refundable unless the refund is due to an error on our part, a damaged or incorrect product, or otherwise required under applicable law.

If a return is approved, we will provide instructions regarding return shipping.

Non-Delivery or Returned Orders

If an order cannot be delivered because of an incorrect address, refusal to accept the package, repeated failed delivery attempts, or other circumstances attributable to the customer, additional shipping charges may apply if re-shipment is requested.

Refund eligibility for returned shipments will be reviewed on a case-by-case basis.