Returns & Refund Policy

We accept returns and refund requests within 7 days of delivery, strictly for the following reasons:

• Your order arrives damaged or broken.
• The product received does not match the description on our Site.
• An incorrect item or quantity was dispatched.

Returns or refund requests raised for any reason outside of the above will not be accepted. We do not offer refunds or exchanges for change of mind.

Please note: Opened, used, or unsealed fragrances cannot be returned under any circumstances unless they were received in a damaged or faulty condition.

To initiate a claim, please contact us within 48 hours of receiving your order:

• Email: hello@thescentshop.lk
• Website: www.thescentshop.lk/contact

Your claim must include:

• Your order number.
• A clear description of the issue.
• Photographs and/or video evidence of the item and its packaging as received.

Claims submitted without adequate evidence may require the physical return of the product for inspection before a decision is made. If damage is found to have occurred after delivery, the refund request will be voided.

As an exclusively online store, all returns are handled via courier. If a return is required, the following conditions apply:

• The product must be unused, in its original condition, and in its original packaging.
• Used or opened items will not be accepted under any circumstances.
• You must contact us before sending anything back — unauthorised returns will not be processed.

Courier Return Process

Once your claim has been reviewed and a return is approved, our team will coordinate a courier pickup from your delivery address. The item will then be inspected upon arrival at our facility. Please note that courier charges for both collection and return delivery are borne by the customer, and may differ from the standard delivery rates shown at checkout.

We recommend retaining your courier receipt and tracking details until your refund has been fully processed.

Once a return has been approved and inspected, your refund will be processed via the method most appropriate to your original payment:

Delivery charges paid at the time of your original order are non-refundable in all cases.

If a card refund does not appear within 10 working days, please contact us immediately at hello@thescentshop.lk and we will investigate on your behalf.

Refunds will not be issued in the following circumstances:

• The product has been opened, used, or the original seal has been broken.
• The return is requested due to a change of mind.
• The claim is raised more than 7 days after delivery.
• Adequate evidence (images or video) is not provided and the product is not returned for inspection.
• Damage is found to have occurred after delivery.
• The product is not returned in its original, unused condition and packaging.

If you have any questions about this policy or wish to raise a return or refund request, please reach us through:

• Email: hello@thescentshop.lk
• Website: www.thescentshop.lk/contact

We aim to respond to all enquiries within one business day.