This Refund Policy explains how Scent Chem processes refunds for approved returns, cancellations, and order issues related to our aroma chemicals, fixatives, essential oils, and solvents.
1. When Refunds Apply
Refunds are issued in the following situations:
- A return has been approved and the product has passed inspection at our facility
- An order was cancelled before it was shipped
- A product was out of stock after payment was made and the order could not be fulfilled
- An order was lost in transit and confirmed as undelivered by the shipping carrier
- A duplicate charge or billing error occurred during checkout
2. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 7 to 10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
3. Partial Refunds
In certain cases, we may issue a partial refund, such as when:
- Only part of an order is affected by damage, shortage, or error
- A product shows minor signs of use or repackaging upon inspection
- Custom or bulk quantities are partially returned with our approval
4. Order Cancellations
You may request to cancel an order before it has been shipped by contacting our customer support team as soon as possible. Once an order has been packed or handed to our shipping carrier, it can no longer be cancelled and must instead follow our Return Policy.
5. Non-Refundable Charges
Shipping charges are non-refundable except in cases where the order was cancelled before shipment, lost in transit, or delivered as a result of our error. Custom formulated or made to order products are non-refundable once production or packaging has begun, except where the product is found to be defective.
6. Late or Missing Refunds
If you have not received your refund within the timeframe stated above, please first check with your bank or card provider, as processing times can vary. If you still have not received your refund after this, please contact us at contact@info.com and we will look into it.
7. Sale and Clearance Items
Products purchased on sale, clearance, or as part of a promotional bundle are only eligible for a refund if they are found to be damaged, defective, or incorrectly shipped.
8. Contact Us
For any questions regarding refunds, please reach out to:
Email: contact@info.com
Phone: 929-242-6868
Address: 123 Fifth Avenue, New York, NY 10160