Refund policy

RETURN AND REFUND POLICY

At Sense for Scents, every decant is prepared with care and handled with precision. The following Return and Refund Policy is designed to protect both our customers and the integrity of the fragrances we offer, while ensuring compliance with EU consumer protection law.

Last updated: 08.02.2026

 

1. RIGHT OF WITHDRAWAL (EU CONSUMERS)

1.1 Withdrawal Period

As a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

This right of withdrawal is granted in accordance with:

  • EU Consumer Rights Directive 2011/83/EU
  • § 355 BGB (German Civil Code)
  • § 312g BGB (Distance Selling Regulations)

The withdrawal period expires 14 days from the day on which you (or a third party other than the carrier designated by you) acquire physical possession of the goods.

1.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the expiry of the withdrawal period.

Contact us at:

Sense for Scents
Raul Arany
Prinz-Alfons-Straße 3a
85521 Riemerling
Deutschland
Email: info@senseforscents.com

Your withdrawal notice must include:

  • Your name and address
  • Your order number
  • Date of order and/or receipt
  • Clear statement that you wish to withdraw from the purchase

You may use a simple email or letter stating your intention to withdraw. No special form is required.

To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

 

2. EXCLUSION OF THE RIGHT OF WITHDRAWAL (HYGIENE GOODS)

2.1 Legal Basis

Perfume and fragrance products are classified as hygiene-sensitive goods under German and EU consumer law.

In accordance with § 312g Abs. 2 Nr. 3 BGB and Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal is excluded for:

"Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery."

2.2 Application to Our Products

This exclusion applies to:

  • Perfume decants that were delivered sealed and opened after delivery
  • Any fragrance product where the seal, closure, or protective covering has been removed or broken after you received it

Important: You may open the package to inspect the product (to verify what it is), but if you break the seal on the fragrance vial itself or use the product beyond simple inspection, the right of withdrawal is excluded.

2.3 What You Can Return

Returnable:

  • Completely unopened, unused, and sealed decants
  • Products where only the outer shipping packaging was opened for inspection, but the fragrance vial seal remains intact
  • Products damaged in transit (see Section 5)

Not Returnable:

  • Decants where the vial seal has been broken or removed
  • Products that have been sprayed, tested, or used
  • Products showing signs of use, wear, or tampering

 

3. CONDITIONS FOR ACCEPTED RETURNS

3.1 Product Condition

To be eligible for return and refund, returned items must meet all of the following conditions:

  • Unopened: The fragrance vial seal must be completely intact and unbroken
  • Unused: No evidence of spraying, testing, or use
  • Original packaging: In undamaged condition with all labels intact
  • Free from damage: No leakage, tampering, breakage, or deterioration
  • Identifiable: Clearly identifiable as products purchased from us

3.2 Return Inspection

Upon receiving your return, we will inspect the items to verify they meet the conditions outlined above.

If items do not meet these conditions:

  • The return will be refused
  • No refund will be issued
  • You will be notified by email
  • Items may be returned to you at your expense (at our discretion)

3.3 Diminished Value

You are only liable for any diminished value of goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

This means:

  • You may inspect the exterior of the sealed vial
  • You may verify it matches your order
  • You may not use or test the fragrance extensively

If returned products show signs of use beyond inspection, we reserve the right to deduct an appropriate amount from your refund to account for the diminished value.

 

4. RETURN PROCESS AND SHIPPING

4.1 Return Shipping Costs

In accordance with EU consumer law and § 357 Abs. 6 BGB, you bear the direct cost of returning the goods if you exercise your right of withdrawal.

This means:

  • You are responsible for paying return shipping costs
  • We do not provide prepaid return labels for standard withdrawals
  • You choose your preferred shipping method

4.2 Return Shipping Requirements

When returning items:

  • Pack items securely to prevent damage during transit
  • We recommend using tracked and insured shipping for your protection (optional but advised)
  • Send returns to:

Sense for Scents
Raul Arany
Prinz-Alfons-Straße 3a
85521 Riemerling
Deutschland

4.3 Risk During Return Shipping

Returned items remain your responsibility until they are received by us at our warehouse.

If items are lost or damaged during return transit:

  • We cannot be held liable
  • We recommend purchasing shipping insurance for valuable returns

4.4 Return Deadline

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal to us.

The deadline is met if you send back the goods before the 14-day period has expired.

 

5. REFUNDS

5.1 Refund Timeline

Once we receive your returned item(s) and complete our inspection:

  1. We will notify you by email regarding the approval or rejection of your refund
  2. If approved, your refund will be processed within 14 days of receiving the returned goods
  3. Refunds will be issued to your original payment method

5.2 Refund Amount

If your withdrawal is valid and the return meets all conditions, you will receive a refund for:

Refunded:

  • Full product price
  • Standard outbound shipping costs (the least expensive standard delivery we offered)

Not refunded:

  • Supplementary shipping costs if you chose expedited or premium delivery
  • Return shipping costs (you pay these)
  • Any deductions for diminished value if product was used beyond inspection

5.3 Payment Method

We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

In any event, you will not incur any fees as a result of the reimbursement.

5.4 Withholding Refund

We may withhold the refund until:

  • We have received the goods back, or
  • You have supplied evidence of having sent back the goods (e.g., tracking number)

Whichever is earliest.

5.5 Exclusion Cases

If the right of withdrawal is excluded (e.g., hygiene seal broken, product used), no refund will be issued.

In such cases:

  • We will notify you by email
  • The returned item may be sent back to you at your expense (at our discretion)

 

6. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

6.1 Our Responsibility

This policy section applies when:

  • Your order arrives damaged (e.g., broken vials, leaking products)
  • Products are defective (e.g., faulty atomizers, contaminated fragrances)
  • You received incorrect products (wrong fragrance, wrong size)

These situations are covered by statutory warranty rights (Gewährleistung) under §§ 437 ff. BGB and are separate from your right of withdrawal.

6.2 Reporting Damage or Defects

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Email: info@senseforscents.com

Include the following information:

  • Your order number
  • Clear description of the issue
  • Photos or short video showing the damage, defect, or error
  • Date of delivery

6.3 Resolution

We will work with you to resolve the issue promptly, which may include:

  • Full replacement at no cost to you (including shipping)
  • Partial replacement of damaged items only
  • Full refund if replacement is not possible or desired

For damaged or defective items:

  • You do not pay return shipping costs
  • We will provide a prepaid return label if the item needs to be returned
  • Risk of loss during return remains with us

6.4 Statutory Rights

This does not affect your statutory warranty rights under German and EU law. See our Terms of Service for complete warranty information.

 

7. EXCHANGES

7.1 No Direct Exchanges

We do not offer direct product exchanges (e.g., swapping one fragrance for another).

7.2 Alternative Process

If you wish to exchange a product:

  1. Return the unopened, eligible item following the standard return process (Section 3-4)
  2. Receive your refund
  3. Place a new order for the product you prefer

This ensures transparency and allows you to benefit from any current promotions or pricing.

 

8. LOST, STOLEN, OR MISSING PACKAGES

8.1 Risk Transfer for Consumers

In accordance with § 447 BGB, for consumer orders, the risk of loss or damage during transit remains with us until the goods are delivered to you (or to a third party designated by you, other than the carrier).

Exception: If you selected a carrier not offered by us, risk transfers when we hand the goods to that carrier.

8.2 Package Marked as Delivered but Not Received

If tracking shows your package was delivered but you did not receive it:

Step 1: Check the following:

  • With neighbours or building reception
  • Other household members
  • Alternative delivery locations (mailbox, porch, garage)
  • Verify the shipping address on your order confirmation

Step 2: Contact the carrier directly

  • Use the tracking number to file an inquiry
  • Carriers often have procedures for investigating missing deliveries

Step 3: Contact us

  • Email: info@senseforscents.com
  • Provide your order number and tracking details
  • We will assist with the carrier investigation

8.3 Our Policy on Missing Packages

  • If tracking confirms non-delivery or loss in transit: We will replace or refund at no cost to you
  • If tracking shows delivery to your address and you did not receive it: We will work with you and the carrier to investigate, but ultimate resolution may depend on carrier findings

We reserve the right to require a police report for high-value orders in cases of suspected theft.

 

9. NON-EU CUSTOMERS

For customers located outside the European Union:

  • The 14-day right of withdrawal may not apply depending on your jurisdiction
  • Local consumer protection laws of your country may provide similar or different rights
  • Please contact us before ordering if you have questions about return eligibility
  • Return shipping costs and customs fees (if applicable) are your responsibility

 

10. ADDITIONAL TERMS

10.1 Fraudulent Returns

We reserve the right to refuse returns or refunds in cases of suspected fraud, including but not limited to:

  • Returns of products not purchased from us
  • Returns of empty, refilled, or tampered vials
  • Abuse of the return policy (excessive returns, patterns of misuse)

10.2 Partial Returns

If your order contains multiple items, you may return some items while keeping others, provided the returned items meet all eligibility requirements.

10.4 Modification of Policy

We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on our website. The policy in effect at the time you placed your order applies to that order.

 

11. DISPUTE RESOLUTION

11.1 Customer Service

We are committed to resolving any issues amicably. If you have concerns about a return or refund, please contact us first:

Email: info@senseforscents.com

We will respond within 1-2 business days and work toward a fair resolution.

11.2 Alternative Dispute Resolution (EU)

The European Commission provides a platform for online dispute resolution (ODR) for EU consumers:
https://ec.europa.eu/consumers/odr

We are not obligated to participate in dispute resolution proceedings before a consumer arbitration board, but we are willing to consider mediation in appropriate cases.

11.3 Governing Law

This policy is governed by German law. Mandatory consumer protection laws of your country of residence remain unaffected.

 

12. CONTACT INFORMATION

For questions about returns, refunds, or this policy, please contact:

Sense for Scents
Raul Arany
Prinz-Alfons-Straße 3a
85521 Riemerling
Deutschland
Email: info@senseforscents.com

We aim to respond to all inquiries within 1-2 business days.

 

SUMMARY OF YOUR RIGHTS

EU Consumers: 14-day right of withdrawal for unopened, sealed products
Refund includes: Product price + standard shipping (if withdrawal valid)
You pay: Return shipping costs
Timeline: Refund within 14 days of receiving returned goods
Excluded: Opened/used fragrance products (hygiene goods exception)
Damaged goods: Free replacement/refund (not subject to hygiene exclusion)