Returns, Refunds & Cancellations Policy

Last updated: October 2026

ScentSet prepares each order by hand and decants fragrances specifically for the customer. Because of the nature of these products, returns and cancellations are limited once preparation has begun.

This policy does not affect any rights available to customers under applicable UAE consumer protection law.

1. Cancellations

Customers may request to cancel an order before preparation has begun.

Once an order has entered preparation or the fragrances have been decanted, cancellation may no longer be possible because the products are prepared specifically for that order.

For Bespoke ScentSets, preparation begins after the customer has approved the personalised price and payment has been received.

If a cancellation is accepted before preparation begins, any payment already received will be refunded using an appropriate method.

2. Change of Mind

Because fragrances are individually decanted and prepared for each order, ScentSet does not normally accept returns or refunds simply because a customer:

• changes their mind
• decides they no longer want the product
• does not personally like a fragrance
• expected a fragrance to smell different
• experiences different longevity, projection or development on their skin

Fragrance is subjective and may perform differently depending on skin chemistry, environment and individual perception.

3. When We Will Review a Return or Refund

Customers should contact ScentSet if:

• the wrong ScentSet was supplied
• the wrong size was supplied
• a fragrance supplied is different from the fragrance ordered
• an atomiser is defective
• an item arrives damaged
• an item arrives leaking
• an order is materially incomplete
• the goods materially differ from the confirmed order

ScentSet will review the issue and, where appropriate, offer a replacement, correction, partial refund or full refund.

4. Reporting a Problem

Customers should report any problem as soon as reasonably possible after deliverythrough the Contact section of scentset.net.

To help ScentSet assess the issue quickly, customers may be asked to provide:

• their name
• order details
• a description of the issue
• photographs or video showing damage, leakage, incorrect items or defects

Customers should keep the affected product and packaging until the issue has been resolved.

5. Damaged or Leaking Products

If a fragrance arrives damaged or has leaked during delivery, ScentSet will review the circumstances and may arrange a replacement or refund where appropriate.

Minor cosmetic marks to outer packaging that do not affect the fragrance or atomiser may not qualify for a refund.

6. Defective Atomisers

If an atomiser does not function correctly, customers should contact ScentSet.

Where the atomiser is confirmed to be defective, ScentSet may replace the affected atomiser or otherwise resolve the issue without requiring replacement of unaffected fragrances in the same ScentSet.

7. Incorrect Items

If ScentSet supplies the wrong fragrance, size or ScentSet, the customer should contact ScentSet promptly.

Where the error is confirmed, ScentSet will arrange an appropriate correction, replacement or refund.

8. Returns

Customers should not send products back without first contacting ScentSet.

If a physical return is required, ScentSet will provide instructions.

Where the return is due to an error by ScentSet or a confirmed defective, damaged or incorrect product, ScentSet will determine the appropriate return or collection arrangements.

9. Refunds

Where a refund is approved, it will normally be returned through the payment method or another agreed method.

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

Delivery charges may also be refunded where the entire order is being refunded because of an error or problem for which ScentSet is responsible.

10. Bespoke ScentSets

Bespoke ScentSets are prepared according to fragrances specifically selected by the customer.

Once the customer has approved the personalised price, completed payment and preparation has begun, a Bespoke order generally cannot be cancelled or returned for a change of mind.

This does not affect claims relating to damaged, defective, incorrect or materially misdescribed products.

11. Authenticity and Scent Differences

All fragrances supplied by ScentSet are represented as authentic fragrances independently decanted from original perfume bottles.

Variations in scent perception, colour, strength or longevity may occur because of factors such as skin chemistry, storage conditions, batch variation or fragrance reformulation by the original manufacturer.

These differences do not automatically indicate that a product is defective.

12. Consumer Rights

Nothing in this policy is intended to remove or restrict any rights that cannot legally be excluded under applicable UAE consumer protection law.

13. Contact

To request a cancellation or report a problem with an order, use the Contact section of scentset.net and provide the relevant order details.