Refund policy

Return, Right of Withdrawal and Complaint Policy

Scentsation is operated as a small hobby business with limited scale, capacity and operations. Orders, packing and customer service are handled manually. Although the business is operated on a small scale, we aim to follow applicable rules for consumer purchases, withdrawal rights and complaints.

1. Right of Withdrawal (14 Days)

  • You have the right to withdraw from your purchase within 14 days after receiving the goods.
  • The period starts on the day after you receive the last item in the order. For orders containing multiple items, the period runs from the receipt of the last delivered item.
  • You may use the standard withdrawal form at the bottom of this page, but this is not mandatory.
  • You may also use Shopify’s self-serve return and cancellation function where available.
  • The right of withdrawal only applies to unopened and sealed samples.
  • Opened, used or unsealed perfume samples cannot be returned for hygiene reasons.
  • Custom-made products, such as special decants or mixes made according to the customer’s specific request, may be excluded from the right of withdrawal.

Start a return or cancellation

If the link above does not work for your order, you may send your withdrawal notice directly to scentsation.no@gmail.com.

2. Return Process

  • Send your withdrawal notice within the deadline and include your order number.
  • The withdrawal notice may be sent through Shopify’s self-serve return function, by email or by using the standard withdrawal form.
  • Return the item(s) no later than 14 days after notifying us that you wish to exercise the right of withdrawal.
  • The customer pays the direct return shipping cost, unless otherwise agreed or the return is due to an error on our part.
  • The goods must be unopened, unused, sealed and securely packaged.
  • You are responsible for the return shipment until we have received the goods.

We recommend using tracked return shipping.

3. Refunds

  • For an approved withdrawal, we will refund the payment without undue delay and no later than 14 days after receiving your withdrawal notice.
  • We may withhold the refund until we have received the goods back, or until the customer has provided proof that the goods have been returned.
  • The refund includes reasonable standard shipping, but not additional costs if the customer chose a more expensive delivery method than standard delivery.
  • Refunds are normally made to the same payment method used for the purchase, unless otherwise agreed.

4. Cancellation Before Dispatch

  • You may cancel an order free of charge until the item has been shipped or fulfilled.
  • Cancellation may be requested through Shopify’s self-serve cancellation function where available.
  • You may also contact us at scentsation.no@gmail.com and include your order number.
  • After the parcel has been shipped, the rules on withdrawal, returns and complaints apply.

5. Damage or Loss During Shipping

  • We carry the risk for the goods until they have been delivered to you.
  • If the parcel is lost or damaged during transport, please contact us as soon as possible.
  • Send an email to scentsation.no@gmail.com with your order number, tracking number and any relevant documentation.
  • In the event of approved damage or loss, we will consider replacement or refund.
  • Posten’s transport insurance also applies where its terms are met.

6. International Orders

  • The customer’s right of withdrawal also applies to deliveries to the EU/EEA where the right applies under relevant rules.
  • The hygiene exception also applies to opened, used or unsealed perfume samples.
  • For deliveries to countries outside the EU/EEA, local rules may also apply.
  • The customer is responsible for any import duties, customs fees, taxes and local charges.
  • Such costs are not included in the product price or shipping price.

7. Complaints for Defects (2 Years)

  • If the goods have a defect, such as the wrong item, damage, incorrect content or goods that do not match the description, you may have the right to make a complaint.
  • The complaint must be made within a reasonable time after you discovered or should have discovered the defect.
  • A complaint is always considered timely if it is submitted within 2 months after the defect was discovered or should have been discovered.
  • For this type of goods, the complaint period is normally 2 years after the customer received the goods.
  • Contact us at scentsation.no@gmail.com with your order number, photo/video and a description of the issue.
  • For approved complaints, we may offer repair, replacement, price reduction, refund or another solution in accordance with applicable rules.

8. Contact Information

SCENTSATION
Hobby business
Email: scentsation.no@gmail.com

9. Complaints and Dispute Resolution

If you are dissatisfied, please contact us first at scentsation.no@gmail.com, so that we can try to find a solution.

If we cannot agree, you may contact the Norwegian Consumer Authority for guidance or mediation: www.forbrukertilsynet.no.

For cross-border consumer matters in Europe, you may also find information through Consumer Redress in the EU.

Note: Scentsation is operated as a hobby business with limited scope. Although we are currently not VAT registered, we aim to act responsibly and follow applicable rules for consumer purchases, withdrawal rights and complaints.

Appendix: Standard Withdrawal Form

You may use the form below if you wish to exercise the right of withdrawal. It is not mandatory. You may also send a clear statement by email or use Shopify’s self-serve return function where available.

Standard Withdrawal Form

To: SCENTSATION
Email: scentsation.no@gmail.com

I/we hereby give notice that I/we wish to exercise the right of withdrawal for the purchase of the following item(s):

Item(s):
______________________________________________

Ordered on:
______________________________________________

Received on:
______________________________________________

Order number:
______________________________________________

Consumer’s name:
______________________________________________

Consumer’s address:
______________________________________________

Consumer’s email address:
______________________________________________

Date:
______________________________________________

Consumer’s signature, only if this form is submitted on paper:
______________________________________________

This form may be copied and sent to us by email. You do not need to use this form if you send another clear statement that you wish to exercise the right of withdrawal.