Shipping & returns

1. DELIVERY / PICKUP

Items are shipped from the Netherlands. Import duties and taxes are not included in the item price or shipping costs and are the buyer's responsibility. Please check with your country's customs office to determine import costs before purchasing. Additionally, customs may inspect the package, which could slightly extend the average delivery time.

If you choose not to pay the import costs and the package is returned to us, we will charge you for the incurred costs.

We ship with PostNL, DHL, DPD, Fedex or UPS, or our own delivery service (by appointment), depending on your country.

1.1. – Shipping your order

1.2. – Order pickup

Unfortunately, Scentific does not have a physical address where you can pick up your order.

1.3. – Order delivery time

If your order is placed before 3:00 PM, you will receive it the next business day. However, it may happen that a product is not immediately available from our stock. In that case, we will contact you directly. Of course, delivery times for international orders are longer, and these vary by country. Orders placed during the weekend (Friday after 3:00 PM, Saturday, Sunday) or on public holidays will be shipped on the next business day (weekday).

1.4 – Order shipping

Our orders are shipped via parcel services such as PostNL, DHL, DPD, FedEx, or UPS, or our own delivery service (by appointment), depending on your country. Please note that if you choose to have your package shipped to a pickup point, your package will be stored for a maximum of 1 week. After that, the package will be returned to Scentific. Should you wish to have the package resent, the additional shipping costs will be at your own expense.

1.5 – Track your order

As soon as your order has been shipped, you will receive an email from the postal service with a Track & Trace code. This may end up in the junk mail folder of your email program, so please check there as well.

2. WARRANTY / EXCHANGE / RETURNS

2.1 – Warranty on your purchases

Of course, we want you to enjoy the products you purchased from us for as long as possible. If your products do not meet the quality expectations due to a manufacturing defect, please contact us via info@scentificfragrances.com. We will contact you within 3 business days. If the fault lies with the buyer (e.g., improper use), we may charge a fee for repair or replacement.

2.2 – Exchange product

No problem. You can simply exchange the product within 14 days. Please contact us within 14 days. However, the product must be in new condition. The products must show no signs of wear and should be returned including the original (opened) packaging, with the exception of cutting blades and attachment combs with regard to sealing, if reasonably possible. Both the costs of returning the product and the costs of shipping the new product are at your own expense. Free shipping above €100.00 (excl. VAT) only applies to the original order.

2.3 – Return product

No problem. You can simply return the product within 14 days. Please contact us within 14 days. However, the product must be in new condition. Used items will not be accepted for return due to hygiene reasons. The products must not show any signs of wear and must be returned including the original (opened) packaging, with the exception of cutting blades and attachment combs with regard to sealing, if reasonably possible. The costs of returning the product are at your own expense. You will receive the full purchase amount, minus shipping costs, that you paid us for the product. The refund will be made as soon as possible, no later than 30 days after cancellation (the time of return shipment). Please note that if you reject the package, we will refund your purchase amount minus the shipping costs incurred by us.

2.4 – Change or cancel order

If you want to adjust or cancel an order, this is possible, but it must be done quickly. Since we generally ship all orders on the same day, it is advisable to email us immediately (info@scentificfragrances.com) if you want to change something in your order.

2.5 – Right of withdrawal

You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically acquires possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g., in writing, by post, fax or email). You can use the model withdrawal form sent to you by us (in your package) for this purpose, but you are not obliged to do so. You can also fill in the model form at the bottom of the appendix to our General Terms and Conditions. To comply with the withdrawal period, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from the contract, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a different type of delivery than the cheapest standard delivery offered by us) without undue delay and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not be charged any fees for such refund. We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

You must return or hand over the goods to us without undue delay and in any event no later than 14 days after the day on which you communicate your decision to withdraw from the contract to us. You are on time if you return the goods before the period of 14 days has expired. The direct costs of returning the goods will be borne by you.

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

2.6 – Complaint about services

We do our utmost to ensure that you are helped as well and as quickly as possible. Should you unexpectedly have a complaint about the service, please contact us via info@scentificfragrances.com. We will ensure that you receive a substantive response to the complaint within 3 days and that it is handled to your satisfaction. If a complaint cannot be resolved by us, you can submit this complaint/dispute to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).

3. SERVICE / CONTACT

3.1 – Reach

You can email us at info@scentificfragrances.com.

3.2 – Incorrect address

If you have made a mistake in the address, we advise you to contact us immediately before 2 PM. This increases the chance that we can still change the address in time. In the event of any price differences for the product to be exchanged, we will inform you about an additional payment or refund.

3.3 – Package not arrived

After your order, you will receive a Track & Trace code from the postal service. You can use this to check the status of the package. If your order has not arrived 3 days after dispatch, you can see where the package is at that moment using this Track & Trace code. If something is wrong, please contact us or the relevant postal service.

3.4 – Received wrong product

Very unfortunate. If you return the product, we will ensure that the correct product is sent to you. We will cover the costs for both shipments. Please contact us first (info@scentificfragrances.com) before returning the product.

3.5 - Product arrived damaged

We do our utmost to package our products so that they arrive undamaged. If, despite our efforts, the product is damaged, we will exchange it for you. The shipping costs for both ways will be covered by us. Please contact us and everything will be sorted out. If we no longer have the product in stock or cannot reorder it, we will try to find a suitable solution in consultation.