Refund policy
Last updated: September 27, 2026
Returns, Refunds & Cancellations Policy — DualScent
1. Final sale
Due to the nature of our products (fragrances and personal-care items), all sales are final and we do not accept returns or exchanges for:
- a change of mind or personal preference;
- a fragrance you didn't like;
- purchases made by mistake once order preparation has started;
- opened or used products.
2. Issues we do handle
We'll review your case if you receive:
- an incorrect item (different from what you ordered);
- a damaged item;
- a defective item;
- an order with missing items;
- or if there is a verifiable delivery incident.
3. How to report an issue
Email us at support@dual-scent.com within 7 days of delivery and include, where applicable:
- your order number;
- photos of the product;
- photos of the packaging;
- a photo of the shipping label;
- a short description of the issue.
We'll review the case and provide the appropriate resolution once verified. The resolution may be a replacement, a full or partial refund, or another suitable solution depending on the case. Please don't send products back without our instructions.
If the mistake was ours or our supplier's (for example, an incorrect item), we won't charge you the costs needed to correct it.
4. Refunds
When a refund is approved, it will be processed to the original payment method. The time it takes to appear depends on your bank or payment provider.
Original shipping charges are usually non-refundable, unless the issue was caused by our error or as applicable under the resolution for your case.
5. Cancellations
You can request to cancel an order by emailing us as soon as possible, before preparation begins. We can't guarantee cancellation: once an order has been processed or shipped, it can no longer be treated as a cancellation.
6. Products and packaging
We sell brand-name products sourced through our wholesale supply chain. Manufacturers may update the packaging or presentation of their products, so small packaging differences from the images do not necessarily indicate a different product. If you have questions about an item you received, contact us and we'll review it.