Refund & Return Policy

1. 7-Day Return & Replacement Window

You may request a replacement or return within 7 calendar days from the date your tracking status confirms delivery of the parcel.

2. Eligibility Criteria

We readily accept returns or issue immediate replacements for:

• Transit Damage: Bottles cracked, broken, or leaking upon unboxing.
• Defective Atomizer/Sprayer: Bottle spray nozzle malfunctioning or failing to dispense.
• Incorrect Item Sent: Received a perfume variant, size, or code different from your order summary.
• Unopened & Unused Items: Bottles in their original condition and packaging.

3. Non-Returnable Items

Due to cosmetic hygiene standards, bottles that have been substantially used or damaged through improper storage (such as direct sun exposure or dropping) cannot be accepted for refund.

4. How to Initiate a Return / Replacement

1. Email Us: Send an email to [email protected] with the subject line Return Request - Order #[Your Order Number].
2. Attach Evidence: Include a brief description of the issue along with a clear photo or short video of the parcel/bottle.
3. Review & Instructions: Our support team will review your request within 24 business hours and provide step-by-step return instructions.

5. Return Shipping Costs

If the return is due to our error (damaged, defective, or incorrect product delivered), SCENTRIUM will cover all return and replacement shipping charges. For voluntary returns of unopened items, the customer is responsible for the return postage.

6. Refund Processing Time

Once approved, refunds will be credited back to your original payment method (FPX, bank transfer, or card) within 3 to 5 business days. You will receive an automated email confirmation once the refund has been initiated.

7. Return Address & Support

SCENTRIUM (SSM: Pedtys World Resources (LA0034922-H))
Address: No.12, Jalan GP 3/1, Taman Gombak Permai, 68100 Batu Caves, Selangor, Malaysia
Email: [email protected]
Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (MYT)