Returns & Refunds policy

Exchanges

We cannot initiate exchanges at this time. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns & Refunds

Scentique Maison accepts returns on eligible products within fourteen (14) days of delivery, subject to the terms outlined below. Due to the bespoke, made-to-order nature of our products, all returns must be formally approved prior to dispatch.

To initiate a return, customers must contact us at hello@scentiquemaison.com within fourteen (14) calendar days of receiving their order. A member of our customer service team will assess the request and, if approved, provide the appropriate return address and instructions. Returns must be shipped within the same fourteen (14) day window, calculated from the date of delivery.

The following conditions apply to all returns:

• Products must be unused, returned in their original condition, and in the original packaging;
  
  

• A valid proof of purchase must be included with the returned item(s);
  
  

• The cost of return shipping is the sole responsibility of the customer;
  
  

• It is strongly recommended that a tracked and insured postal service be used. Scentique Maison is not liable for returned parcels that are lost, misdirected, or damaged in transit, and refunds will not be issued for such items.
  
  

Upon satisfactory receipt and inspection of the returned goods, the customer may choose to receive either:

• A full or partial refund to the original method of payment (excluding original shipping costs), or
  
  

• An equivalent store credit for future use at Scentique Maison.
  
  

The chosen resolution should be stated at the time of initiating the return request. We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Returns will not be accepted, and no refund or credit will be issued, in the following circumstances:

• Items have been used, lit, or altered in any way
  
  

• Products are returned outside the fourteen-day return period
  
  

• Returns are made without prior authorisation from Scentique Maison
  
  

• Items are not returned in original condition or packaging (this relates tot the physical item and does not include giftwrapping)
  
  

Scentique Maison reserves the right to decline any return that fails to comply with these terms.

Damaged or Incorrect Orders

In the rare event that an item arrives damaged, defective, or incorrect, customers must notify us within 14 days of items delivery by hello@scentiquemaison.com. Claims must include:

• A clear written description of the issue;
  
  

• Supporting photographic evidence of the item and packaging.
  
  

Upon review, we will determine an appropriate resolution, which may include replacement, refund, or store credit. All remedies are offered at the discretion of Scentique Maison.

Contact Information

For any questions regarding your order, shipping, returns, or this policy, you may contact us at: hello@scentiquemaison.com

Response Time: We aim to respond within 1–2 business days of your enquiry.