REFUND POLICY

Last updated: 28 September 2026

We want you to shop with confidence at The Scent Lounge 24. This policy explains how cancellations, returns and refunds are handled.

ORDER CANCELLATIONS

If your order has not yet been processed or dispatched, please contact us as soon as possible.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible and the returns process may apply instead.

RETURNS

If you wish to return an eligible item, please contact us within 14 days of receiving your order.

After notifying us that you wish to return an item, you should return the item within 14 days.

Items must normally be:

  • Unused
  • Unopened
  • In their original condition
  • In their original packaging

These conditions apply except where otherwise required by applicable law.

For fragrance, cosmetic and other sealed products, certain opened or unsealed items may not be eligible for return where the product is not suitable for return for health or hygiene reasons.

Please contact us before returning any item. We will provide the appropriate return instructions and return address where applicable.

Do not send returns to our registered office unless we specifically instruct you to do so.

RETURN COSTS

Unless an item is faulty, damaged, incorrect, or otherwise required by applicable law, the customer is responsible for the cost of returning the item.

We recommend:

  • Using a tracked return service
  • Retaining proof of postage

DAMAGED, FAULTY OR INCORRECT ITEMS

If an item arrives damaged, faulty or incorrect, please contact us promptly.

We may request:

  • Photographs of the item
  • Photographs of the packaging
  • Other reasonable information needed to investigate the issue

We will then investigate and provide an appropriate resolution.

REFUNDS

Once an eligible return has been received and inspected, we will notify you regarding the refund.

Approved refunds will be issued to the original payment method.

Refunds will be processed within the applicable legal timeframe. Your bank or payment provider may require additional time for the funds to appear.

Approved refunds will be processed within 10 days to the original payment method. Your bank or payment provider may require additional time for the funds to appear.

LOST OR DELAYED ORDERS

If tracking shows an unusual delay or your order has not arrived within the expected delivery period, please contact us.

We will investigate the issue with the relevant fulfilment or delivery provider.

CONTACT US

For cancellations, returns, refunds or other order-related enquiries: