Refund policy

Last updated: December 17, 2025

At SCENTYBOX (“we”, “us”, “our”), we work hard to deliver a premium and reliable experience. Because we sell made-to-order, high-value equipment, and fragrance consumables, please review this policy carefully before placing an order.

1) All Sales Are Final (Fragrance Consumables)

Due to the nature of fragrance products, hygiene standards, and applicable import/handling considerations, all fragrance consumables are final sale, including (but not limited to):

  • perfume doses, vials, refills, scent cartridges/liquids, samples

  • any opened or used scent-related item

We do not accept returns or exchanges for these items once delivered.

2) Perfume Machines & High-Value Equipment (No Returns)

Perfume machines and high-value equipment are final sale.
We do not accept returns and we do not offer refunds for machines, except where required by applicable law.

However, if a machine arrives defective, damaged, incomplete, or not functioning, you may be eligible for repair or replacement support under the manufacturer’s warranty process (see Section 4).

3) Reporting a Damaged or Defective Delivery (5-Day Window)

If your order arrives damaged, defective, incomplete, or incorrect, you must contact us within 5 calendar days of delivery.

Contact:

Please include:

  • order number

  • description of the issue

  • clear photos/videos of the issue

  • photos of the shipping box and packaging labels

We aim to respond within 2 business days.

4) Machine Warranty Support (Repair/Replacement Process)

Machines may be covered by a manufacturer warranty (details may vary by model and agreement). Where applicable, the warranty commonly covers:

  • 2 years or 100,000 sprays (whichever comes first), for operation in the country/territory for which the equipment was produced.

Warranty support may include (when applicable):

  • remote diagnosis and technical guidance

  • access to manuals/tutorials for troubleshooting

  • spare parts support during warranty period (as determined by the manufacturer)

  • repair or replacement of covered components

Warranty may be void or excluded in cases such as (non-exhaustive):

  • missing/altered warranty labels or serial mismatch

  • misuse, improper installation, or failure to follow operating instructions

  • internal/external mechanical damage, liquid/insect/foreign-object interference

  • chemical/electrostatic/extreme thermal damage

  • modifications without prior written approval (e.g., wrap/vinyl changes if restricted)

  • power/communications non-compliance or incompatible components

Consumables (perfume liquids) are not covered by machine warranty.

5) Non-Returnable / Non-Refundable Items

The following are not eligible for return or refund:

  • all fragrance consumables (doses, refills, vials, etc.)

  • opened or used items

  • machines/equipment (final sale)

  • custom/special-order configurations

  • digital products or gift cards (if offered)

  • any claim submitted after the 5-day delivery window (for shipping damage/defect reporting)

6) Approved Refunds (Limited Cases)

Refunds are rare and may be approved only in situations such as:

  • duplicate charges

  • order canceled within the allowed cancellation window (see Section 7)

  • exceptional cases approved by SCENTYBOX in writing

If approved, refunds are issued to the original payment method.

7) Order Cancellations

Because machines are made-to-order, cancellations are limited:

  • You may request cancellation within 24 hours of payment.

  • After 24 hours (or once production begins), cancellations are not possible.

8) Wrong Address / Failed Delivery / Return-to-Sender

If a package is returned due to:

  • incorrect/incomplete address provided by the customer

  • refusal of delivery

  • failure to pick up / multiple failed delivery attempts

The customer is responsible for:

  • re-shipping fees

  • any return-to-sender fees charged by the courier