Preparing your products for a return

 

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

• • • package your products safely and securely for protection during transit;

    • clearly mark your return reference number on the outside of the parcel; and

    • include all accessories and parts that were sold with the product.

 

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

 

1. Unwanted products

 

You can return an unwanted product to us at no charge, provided:

 

• • • it is undamaged and unused, with the original labels and stickers still attached;

    • it is not missing any accessories or parts;

    • you log a return on the Website within 10 days of delivery to you or collection by you of the unwanted product. After 10 days, you can only return a product if it is defective.

 

Changed your mind?

 

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

 

• • • an electrical diffuser which has been used or;

    • a fragrance which has been used

 

We will collect the product and the collection fee will be borne by yourself. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

 

Not what you ordered?

 

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit you with the purchase price of the product within 10 days of the return.

 

 

2. Products damaged on delivery

 

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

 

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

 

3. Defective products

 

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

 

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

 

• • • faults resulting from normal wear and tear;

    • damage arising from negligence, user abuse or incorrect usage of the product;

    • damage arising from electrical surges or sea air corrosion;

    • damage arising from a failure to adequately care for the product;

    • damage arising from unauthorized alterations to the product;

    • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

4. Standard Warranty

 

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 1 year after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

 

You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or refund you if that is your preference. If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.

 

5. Charges and refunds

 

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

 

If you return a product that does not comply with this Policy, you may be liable to reimburse SCENTWORKS for the cost of collecting the product from you and the cost of having the product returned to you.

 

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card and payment by EFT will be refunded to your nominated bank account.