Luxury Fragrance Return & Refund Policy

At Scent Haven, we are committed to providing 100% authentic designer and luxury niche fragrances while maintaining the highest standards of product quality, security, and customer satisfaction.

Due to the nature of fragrance products, their protective packaging, and the importance of maintaining product authenticity and integrity, certain items are final sale, while eligible returns are subject to the conditions outlined below.

We encourage all customers to review this policy before completing their purchase.

1. Final Sale Products

To protect the authenticity, integrity, and quality of our luxury fragrance inventory, all fragrances from the following brands are considered final sale and are not eligible for discretionary returns, exchanges, or refunds due to a change of mind, personal fragrance preference, or an unwanted purchase:

• Bond No. 9

• Bvlgari

• Carolina Herrera

• Cartier

• Clive Christian

• Kilian Paris

• Parfums de Marly

• Byredo

• Maison Francis Kurkdjian

• Frédéric Malle

• Giorgio Armani

• Gucci

• Guerlain

• Hermès

• Creed

• Tom Ford

• Prada

• Acqua di Parma

• Maison Margiela

• Mancera

• Nishane

• Roja Parfums

• Yves Saint Laurent (YSL)

• Mugler (Thierry Mugler)

• Amouage

• Initio Parfums Privés

• Xerjoff

• Jo Malone London

These final-sale restrictions apply to all applicable:

• Full-size fragrance bottles

• Discovery and sample sets

• Gift sets and fragrance collections

• Limited-edition fragrances

• Special releases and exclusive products

Gift cards are also final sale and non-refundable, except where otherwise required by applicable law.

Final-sale designation does not remove a customer's applicable legal rights concerning defective merchandise, incorrectly supplied products, shipping errors, or other remedies required by law.

Where an item is confirmed to have arrived damaged, defective, or incorrect, Scent Haven will review the circumstances and provide an appropriate remedy in accordance with applicable law.

2. Eligible Returns — Non-Final-Sale Products

Products not included in our final-sale restrictions may be eligible for return when all of the following conditions are met:

• The return request is submitted within 14 calendar days of confirmed delivery.

• The fragrance is completely unopened and unused.

• All original factory seals and protective cellophane remain intact.

• The product has not been sprayed, tested, altered, or tampered with.

• The product and its original packaging are in resalable condition.

• All original components and accessories are included.

• The return has received prior authorization from Scent Haven.

Products returned with broken seals, opened packaging, missing components, signs of use, or evidence of tampering may be refused.

Fragrance preference, dissatisfaction with scent, or differences in individual fragrance performance do not qualify as product defects.

These conditions apply to discretionary returns and do not restrict any consumer remedies required by applicable law.

3. Return Authorization

All discretionary returns must receive authorization from Scent Haven before being shipped back.

Customers requesting a return must contact:

customerservice@scenthaven.ca

Please include:

• Full name

• Order number

• Product name and size

• Reason for the return

• Relevant photographs, if requested

Our customer service team will review the request and provide return instructions if the product is eligible.

Customers should not send merchandise to Scent Haven or any supplier address without receiving return instructions.

Unauthorized returns may be refused or held pending verification, subject to applicable law.

Return authorization does not guarantee a refund. All discretionary returns remain subject to inspection and verification upon arrival.

4. Product Inspection & Verification

All returned merchandise is carefully inspected to verify authenticity, condition, packaging integrity, and compliance with our return requirements.

Scent Haven reserves the right, where permitted by law, to:

• Refuse discretionary returns showing evidence of use, spraying, or tampering.

• Refuse discretionary returns with damaged, altered, or missing original packaging.

• Verify product batch codes, packaging, and identifying characteristics.

• Document product condition through photographs and inspection records.

• Investigate suspected return fraud, product substitution, or counterfeit merchandise.

Any product determined to be used, altered, substituted, or otherwise ineligible for a discretionary return may be rejected.

Opened or used fragrances cannot be returned to saleable inventory as new merchandise.

Customers will be notified if their return does not meet the eligibility requirements.

5. Refunds, Return Shipping & Restocking Fees

Approved Refunds

Once an eligible return has been received, inspected, and approved, Scent Haven will issue the applicable refund to the original payment method.

Refund processing times may vary depending on the payment provider or financial institution.

No Restocking Fees

Scent Haven does not charge restocking fees on approved eligible returns.

Return Shipping

For discretionary returns, customers are responsible for return shipping costs.

We strongly recommend using a tracked shipping service and retaining proof of shipment.

Scent Haven is not responsible for discretionary return packages lost or damaged in return transit where the customer arranged the shipping, except where applicable law provides otherwise.

Original Shipping Charges

Original shipping charges, including any paid shipping upgrades, are generally non-refundable for discretionary returns.

Where a refund or cancellation is required by law, applicable shipping charges will be handled in accordance with those requirements.

Damaged, Defective or Incorrect Products

Where Scent Haven is responsible for a shipping or fulfilment error, or where a remedy is required by law, customers will not be required to bear return shipping costs that the business is legally responsible for.

6. Damaged, Defective, Incorrect or Missing Items

We take great care in preparing and shipping every order. However, if an order arrives damaged, defective, incomplete, or incorrect, we want the opportunity to resolve the issue promptly.

Customers are strongly encouraged to report visible damage, missing items, or incorrect merchandise within 48 hours of delivery.

This reporting period helps us investigate carrier claims, verify packaging conditions, and resolve issues efficiently.

Claims submitted after 48 hours will still be reviewed. The reporting recommendation does not remove any rights or remedies provided under applicable consumer protection laws.

To report an issue, please contact:

customerservice@scenthaven.ca

Include the following whenever available:

• Order number

• Description of the issue

• Clear photographs of the outer shipping packaging

• Photographs of the affected product

• Photographs of the shipping label

• Photographs showing damage, leakage, or missing components

Customers are encouraged to retain all packaging and affected merchandise until the investigation is complete.

Scent Haven may request additional information reasonably necessary to verify the claim.

Depending on the circumstances and applicable legal requirements, an appropriate resolution may include replacement, correction of the order, refund, or another legally available remedy.

7. Order Cancellations

Customers wishing to cancel an order should contact Scent Haven as soon as possible at:

customerservice@scenthaven.ca

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.

However, once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible.

If the order has already shipped, any discretionary return request will be subject to the applicable return eligibility requirements.

Final-sale products remain subject to their stated restrictions, except where cancellation or another remedy is required by applicable law.

8. Chargebacks, Fraud Prevention & Order Security

Scent Haven is committed to protecting our customers, our business, and the integrity of every transaction.

We reserve the right, where permitted by law, to:

• Verify customer and payment information before processing orders.

• Delay or cancel orders reasonably suspected of unauthorized activity or fraud.

• Request additional verification for transactions identified as high risk.

• Require signature confirmation for certain shipments.

• Investigate suspected product substitution or fraudulent return activity.

• Restrict future service where there is documented evidence of abuse or fraud, subject to applicable law.

• Respond to payment disputes with relevant transaction, shipment, delivery, and customer service records.

Customers retain all applicable rights to raise legitimate payment disputes and exercise remedies available through their financial institutions or applicable law.

Nothing in this policy restricts lawful chargebacks or consumer protection rights.

9. Shipping, Delivery & Missing Packages

Scent Haven works with established shipping carriers to deliver orders safely and efficiently.

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Incorrect Shipping Information

If a customer provides an incorrect or incomplete shipping address, Scent Haven may be unable to recover or redirect the shipment.

Any additional shipping charges arising from customer-provided address errors will be assessed based on the circumstances and applicable law.

Carrier Delays

Shipping estimates are not guaranteed delivery dates unless expressly stated otherwise.

Unexpected carrier disruptions, weather conditions, customs processing, and other circumstances outside our reasonable control may affect delivery times.

Customers retain any cancellation, refund, or delivery rights provided by applicable law.

Packages Marked Delivered

If a carrier marks an order as delivered but the customer cannot locate the package, the customer should contact Scent Haven as soon as possible.

We recommend reporting missing deliveries within 48 hours of the carrier's delivery notification to assist with timely investigation.

Please contact:

customerservice@scenthaven.ca

Scent Haven may review tracking records, proof of delivery, carrier photographs, delivery instructions, and other relevant shipment information.

A carrier's delivered status is an important part of the investigation but does not automatically determine the outcome of a claim or eliminate any applicable customer rights.

Each missing-package claim will be assessed based on the available evidence, the circumstances of delivery, and applicable law.

10. Fragrance Authenticity & Performance

Scent Haven is committed to selling 100% authentic fragrances sourced from trusted distributors.

Fragrance appearance, packaging details, batch information, and presentation may occasionally vary between authorized production batches or manufacturer updates.

These normal manufacturing variations do not automatically indicate a defective or inauthentic product.

Fragrance longevity, projection, and scent perception also vary according to:

• Individual skin chemistry

• Temperature and humidity

• Application method

• Skin hydration

• Environmental conditions

• Personal scent perception

Differences in subjective scent preference or individual performance expectations do not automatically qualify a fragrance as defective.

However, legitimate concerns regarding authenticity, product condition, or manufacturing defects will be reviewed individually.

11. Consumer Rights & Applicable Law

Scent Haven operates from Ontario, Canada, and serves customers in Canada and the United States.

This policy establishes our standard return and refund conditions but does not exclude, limit, or override any consumer rights or remedies that cannot legally be waived.

Customers may have additional rights under applicable provincial, federal, state, or other consumer protection legislation, including rights related to defective products, incorrect merchandise, non-delivery, misleading representations, or legally permitted order cancellations.

Where applicable law provides customers with greater protection than this policy, the requirements of that law will prevail.

Nothing in this policy is intended to restrict a customer's lawful rights or remedies.

12. Policy Acknowledgement

Customers are encouraged to review Scent Haven's Return & Refund Policy before placing an order.

By completing a purchase, customers acknowledge the return and refund terms presented during the purchasing process, to the extent those terms are properly disclosed and enforceable under applicable law.

All purchases remain subject to mandatory consumer protection rights and other applicable legal requirements.

13. Contact Information

For questions regarding returns, refunds, damaged merchandise, incorrect orders, or missing shipments, please contact:

Scent Haven — Customer Service

Email: customerservice@scenthaven.ca

Website: https://scenthaven.ca

We are committed to reviewing customer concerns fairly, professionally, and in accordance with our published policies and applicable consumer protection requirements.