Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
At TrueScents.ca, we strive to provide high-quality fragrances at the best prices. If you are not completely satisfied with your purchase, we offer a refund policy with the following conditions:
Eligibility for Returns
- Returns must be initiated within 14 days of receiving your order.
- The item must be unused, unopened, and in its original packaging.
- Due to hygiene reasons, we do not accept returns on used or opened bottles.
- Proof of purchase is required for all returns.
Restocking Fee & Return Shipping
- A 25% restocking fee will be deducted from your refund.
- Customers are responsible for return shipping costs. However, we will provide a prepaid return shipping label, and the cost will be deducted from your refund.
Refund Process
- Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
- The refund will be issued to your original payment method, minus the restocking fee and return shipping cost.
- Shipping fees from your original order are non-refundable.
Damaged or Incorrect Orders
- If you receive a damaged or incorrect item, please contact us at sales@truescents.ca within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund without any additional cost to you.
Non-Returnable Items
- Used or opened bottles
- Gift cards
- Clearance or final sale items
To start a return, you can contact us at sales@truescents.ca . Please note that the return address will be provided once you have contacted us.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@truescents.ca
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@truescents.ca