Returns & Refunds Policy

At ScentCraft, we want you to be completely satisfied with every purchase. If something is not right, we are here to help. This policy outlines the conditions under which returns and refunds are accepted.

We accept returns for the following reasons:

• Damaged in transit: product arrived visibly damaged or broken
• Defective product: product is faulty, contaminated, or does not match its description
• Wrong item shipped: you received a different product than what you ordered
• Sealed / unopened items: if you change your mind, we accept returns of sealed, unopened items within 7 days

To be eligible for a return, items must be:

• In their original, unused condition (for change-of-mind returns)
• In original packaging with all labels intact
• Accompanied by proof of purchase (order number)
• Reported within the return window (7 days from delivery)

The following items cannot be returned:

• Opened fragrance oils, essential oils, or aroma chemicals — due to the nature of these products, we cannot accept returns once the seal is broken, unless the product is proven defective
• Products that have been used, diluted, or mixed with other materials
• Items returned after the 7-day return window
• Products without original packaging or with tampered labels
• Custom formulations or private label products
• Bulk orders (above 5kg or ₹10,000) — these are handled case by case; contact us before ordering
• Hazardous materials that have been opened (MSDS sheets apply)
• Digital products and downloadable documents

Note: We strongly recommend ordering a sample size before committing to a large quantity. Sample sizes are available for most products.

Follow these steps to initiate a return:

Do not ship items back without a Return Authorisation number. Unauthorised returns will not be processed.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds are processed as follows:

• Online payments (Razorpay, UPI, net banking): refunded to original payment method within 3–5 business days. Bank processing may take an additional 2–3 business days.
• Bank transfer payments: refunded via NEFT/IMPS to your registered bank account within 5–7 business days. You will need to provide your bank account details.
• Cash on Delivery payments: refunded via bank transfer or UPI. You will need to provide your account details when requesting the refund.

Partial refunds may be issued in cases where only part of an order is returned or if the returned item shows signs of use.

Shipping charges are non-refundable unless the return is due to our error (wrong or defective item).

If you have not received your refund within 10 business days of approval, please contact us at hello@scentcraft.in.

We offer exchanges for the same item if it is defective or damaged. If you need a different product, we recommend returning the original item for a refund and placing a new order.

To request an exchange, follow the same process as a return and specify in your request that you want an exchange. Exchanges are subject to stock availability.

If you receive a damaged or incorrect item, please:

• Contact us within 48 hours of delivery
• Email photos of the damaged item, packaging, and shipping label to hello@scentcraft.in
• Do not dispose of the original packaging until the issue is resolved

For damaged or wrong items, we will:

• Arrange a free pickup of the damaged/wrong item (where available) or reimburse return shipping
• Send a replacement at no additional cost, or issue a full refund including original shipping charges
• Process the resolution within 3–5 business days of receiving the returned item

Due to the nature of bulk and custom orders, special conditions apply:

• Orders above 5kg or ₹10,000 are considered bulk orders
• Bulk orders are non-refundable for change-of-mind
• Defective bulk items will be replaced or refunded on a pro-rata basis after inspection
• Custom formulations, private label products, and specially sourced items are non-returnable
• Please inspect bulk orders carefully upon receipt — report any issues within 48 hours

If you have concerns about a large order before purchasing, we encourage you to order a sample first. Contact us to discuss your requirements.

For any return or refund related queries, please contact us:

• Email: hello@scentcraft.in (responses within 1–2 business days)
• Phone: +91 98765 43210 (Mon–Sat, 10 AM – 6 PM IST)
• Contact form: Visit our contact page

Please have your order number ready when contacting us — it helps us process your request faster.