At Scent Chem, we take great care in packaging and shipping our aroma chemicals, fixatives, essential oils, and solvents so they reach you in the condition ordered. Because we sell chemical raw materials, our return policy is designed with both customer satisfaction and product safety in mind.
1. Eligibility for Returns
Due to the nature of our products, returns are accepted only under the following conditions:
- The product received is different from what was ordered
- The product arrived damaged, leaking, or with a broken seal
- The quantity received does not match the quantity ordered
- The product was defective or contaminated at the time of delivery
We are unable to accept returns for reasons such as change of mind, incorrect ordering by the customer, or partial use of a product, since aroma chemicals and essential oils are sensitive materials that cannot be resold once opened.
2. Return Request Window
You must notify us of any issue within 48 hours of receiving your order. Requests submitted after this window may not be eligible for a return.
3. Condition of Returned Products
To be eligible for a return, products must be:
- Unopened and unused, in their original packaging and seal
- Accompanied by the original invoice or order confirmation
- Free from any signs of tampering or improper storage
We reserve the right to refuse a return if the product does not meet these conditions upon inspection.
4. How to Request a Return
To start a return, contact our customer support team at contact@info.com with your order number, a description of the issue, and photographs of the product and packaging. Our team will review your request and provide instructions within 2 to 3 business days.
5. Return Shipping
If a return is approved due to our error, such as an incorrect or damaged shipment, we will cover the cost of return shipping. If a return is approved for any other approved reason, the customer may be responsible for return shipping costs, unless otherwise agreed in writing.
Chemical products must be returned using packaging that meets applicable shipping safety standards. We may provide packaging guidance for your return shipment.
6. Non-Returnable Items
The following items cannot be returned:
- Products that have been opened, decanted, or used in any way
- Custom or bulk orders made to your specific formulation or quantity requirements
- Products marked as final sale or clearance
- Items damaged due to improper storage after delivery
7. Inspection and Approval
All returned products are inspected upon arrival at our facility. We reserve the right to reject a return or adjust the resolution offered if the returned product does not match the original condition or description provided in your request.
8. Contact Us
If you have any questions about our Return Policy, please contact us at:
Email: contact@info.com
Phone: 929-242-6868
Address: 123 Fifth Avenue, New York, NY 10160