Refund & Return Policy

Effective Date: 1-9-2025•Brand: The Scent Gallery by Elliea

At The Scent Gallery by Elliea, customer satisfaction is important to us. This Refund & Return Policy explains the conditions and process for returns, refunds, and exchanges.

1. Eligibility for Returns & Refunds

  • The item is damaged, defective, or incorrect.
  • The item is unused, unopened, and in its original packaging (opened perfumes cannot be returned for hygiene reasons).
  • The request is made within 7 days of delivery/receipt.

Non-returnable items include:

  • Opened or used perfumes.
  • Unboxed or tester perfumes sold at discounted rates.
  • Items purchased during clearance or promotional sales.

2. Refund Process

  1. Contact our customer service team with your order number, proof of purchase, and clear photos of the product.
  2. We will review and confirm if the item is eligible for return.
  3. If approved, we will provide instructions for returning the item.
  4. After inspection, we will process the refund by the selected method.

Refunds are issued via:

  • Store Credit / Voucher (fastest option).
  • Bank Transfer / Original Payment Method (may take 5–10 working days depending on bank/payment provider).

3. Exchanges

We allow exchanges for the same product (if available) or for another product of equal value. If the replacement product is of higher value, the customer will be asked to pay the difference.

4. Shipping Costs

  • If the return is due to our error (wrong item, damaged, defective), we will cover the return shipping cost.
  • If the return is due to customer preference (change of mind), the customer is responsible for return shipping costs.

5. Order Cancellations

Orders can be canceled within 12 hours of purchase provided the item has not yet shipped. Once shipped, cancellations are not possible but a return may be requested after delivery (if eligible).

6. Damaged or Missing Items

If your order arrives damaged or is missing an item, report the issue within 48 hours of delivery and provide photos/videos of the packaging and product. We will investigate and replace or refund the affected items if verified.

7. Contact Us

For refund, return, or exchange requests, please contact us:

8. Policy Updates

We may update this Refund Policy periodically. The latest version will be available on our website and social channels.

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