Change of Mind & Perfume Preferences
Because fragrances are personal products, we do not accept returns or offer refunds simply because a customer does not like the scent or changes their mind after receiving the order.
We encourage customers to review product descriptions and ask questions before purchasing if they need assistance choosing a fragrance.
This policy does not exclude any remedies required under applicable consumer protection laws.
Unboxing Video Requirement
To help protect both our customers and our business, a continuous video of the unboxing process is required when submitting a claim for a damaged, incorrect, or missing item.
Please follow these guidelines:
- Record a clear, continuous video before opening your parcel.
- Show the sealed outer packaging and shipping label, where possible.
- Record the entire unboxing process without cuts or interruptions.
- Clearly show all items received and any damage, incorrect products, or missing items.
- Keep the original packaging until your claim has been reviewed.
Damaged or Defective Products
Our parcels may carry a sticker stating: NO VIDEO, NO RETURN, NO REFUND.
Claims without an unboxing video may be more difficult to verify and may not qualify for a return, refund, or replacement, subject to applicable consumer protection laws.
If your perfume arrives damaged or defective, please contact us within 24 hours of delivery.
Please provide:
- Your order number.
- A continuous unboxing video.
- Clear photographs of the damaged product and packaging, if applicable.
- A brief explanation of the issue.
Incorrect or Missing Items
After reviewing your claim, we will determine the appropriate resolution. Depending on the circumstances and product availability, this may include a replacement or refund.
Please retain the affected product and its packaging until we advise you on the next steps.
If you receive an incorrect product or discover that an item is missing from your order, please notify us within 24 hours of delivery.
A continuous unboxing video is required to support your claim.
Please include your order number and any additional photographs or information that may help us investigate.
We will review the issue and arrange an appropriate resolution in accordance with this policy and applicable law.
Wholesale Orders & International Shipments
For international wholesale orders, customers must report damaged, incorrect, or missing items within 24 hours of delivery.
A continuous unboxing video showing the opening of the shipment and the products received is required to support the claim.
Please also provide:
- Your wholesale order or shipment reference.
- Clear photographs of any affected products.
- Details of the issue.
- Relevant shipping documentation, if available.
Refunds
We will review the claim and coordinate with the courier or cargo provider when necessary.
Any replacement or refund will depend on the circumstances, the agreed wholesale terms, and applicable law.
If a refund is approved, we will confirm the amount and explain the refund process.
Where possible, refunds will be issued through the original payment method. For bank transfers, we may request the necessary information to process the refund securely.
The time required for the funds to appear in your account may depend on your bank or payment provider.
Refunds will be handled in accordance with applicable consumer protection laws.
Replacement of Products
Where a claim is approved, we may offer a replacement if the affected product is available.
If a replacement is unavailable or unsuitable under the circumstances, we will consider an appropriate alternative, which may include a refund.
The resolution will depend on the nature of the issue and applicable legal requirements.
Shipping Fees for Returns and Refunds
If a product is confirmed to have arrived damaged, defective, incorrect, or incomplete due to an issue attributable to us, we will review the applicable shipping costs and arrange an appropriate resolution in accordance with applicable law.
For other circumstances, shipping costs will be handled according to the agreed terms and applicable legal requirements.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We may be able to cancel an order before it has been processed or dispatched. Once dispatched, cancellation may no longer be possible.
Wholesale cancellations may be subject to the agreed order terms, payment arrangements, and shipping status, subject to applicable law.
How to Submit a Claim
To report a damaged, incorrect, or missing item, please contact Dubai Scentify through WhatsApp or our official website contact channels.
Please provide:
- Your name.
- Your order number.
- The date you received the order.
- A continuous unboxing video.
- Clear photographs, where applicable.
- A description of the issue.
Contact Us
Our team will review the information and advise you on the next steps.
For questions about returns, refunds, or replacements, please contact us through our official communication channels.
Dubai Scentify UAE-PH · Dubai, United Arab Emirates · Where Every Scent Tells a Story.
