We want problems with an order dealt with fairly and without unnecessary hassle. Nothing on this page affects your statutory rights.
Changed your mind?
For eligible online purchases, you generally have 14 days after receiving the goods to tell us that you wish to cancel. After telling us, you generally have a further 14 days to return the goods.
Unless the goods are faulty, damaged or incorrect, you are normally responsible for the cost of returning a change-of-mind order. Please contact us before sending anything back so we can provide the correct return instructions.
Faulty, damaged, leaking or incorrect goods
If an item arrives damaged, leaking, incorrect or appears to be faulty, contact us as soon as reasonably possible with your order number. Keep the product and packaging while we investigate, and do not attempt to repair or reseal the product before contacting us.
Where appropriate we may ask for clear photographs or a short video to help us understand the issue.
Fragrance preference
Fragrance is subjective. Simply disliking the scent profile does not mean that the product is faulty. If you are unsure which fragrance will suit you, we recommend trying a Discovery Pack before ordering full-size diffusers. This does not limit any rights you may have where goods are genuinely faulty, damaged or not as described.
Refunds
Where a refund is due after a returned item has been received and checked, we aim to process it within 5 working days. Refunds are normally returned to the original payment method, although your bank or payment provider may take additional time to show the funds.
Start a return or report an order problem through orders@thescentsanctuary.co.uk. Scentsy customer assistance will also be added to the site to help collect the right information before a case reaches us.