Refund policy

Guidelines for Returns, Right of Withdrawal & Complaints

1. Right of Withdrawal (14 days)

  • You have the right to cancel your purchase within 14 days after receiving the item (Right of Withdrawal Act § 21).
  • The deadline starts the day after you receive the item, and you must notify us within this period (e.g., via email).
  • You may use the standard withdrawal form, but it is not mandatory.
  • The right of withdrawal applies only to unopened and sealed samples.
  • Opened or used perfume samples cannot be returned for hygiene reasons (Right of Withdrawal Act § 22 letter g and EU Directive exemption).
  • Personally customized goods (e.g., special-made decants or blends), which are made to order, are also not covered by the right of withdrawal.

2. Return Process

  • Send the withdrawal notification to scentsation.no@gmail.com within the deadline and include your order number.
  • Return the item(s) no later than 14 days after notifying us. The customer pays the return postage.
  • The items must be unopened, sealed, and properly packaged. You bear the risk until we have received the items.

3. Refund

  • We will refund the full amount, including reasonable standard shipping, within 14 days after we have received and inspected the returned item.
  • Refunds are made using the same payment method used, unless otherwise agreed.

4. Cancellation Before Dispatch

  • You may cancel an order free of charge until we have sent you a tracking number. Contact us as soon as possible at scentsation.no@gmail.com and provide your order number.
  • After the tracking number is sent, the right of withdrawal rules apply (see sections 1–3).

5. Damage or Loss During Shipping

  • We bear the risk for the item until it is delivered to you. If the package is lost or damaged in transit, contact us immediately and we’ll arrange a replacement or refund.
  • We work with Posten, and their shipping insurance applies as well.

6. International Orders

  • Your right of withdrawal also applies to deliveries within the EU/EEA. For deliveries outside the EU/EEA, local laws may also apply.
  • The customer is responsible for any import fees and customs duties.

7. Complaints for Defects (2 years)

  • In case of defects (wrong item, damage, incorrect contents or not as described), you have the right to complain within 2 years of receipt (Consumer Purchases Act § 27).
  • The complaint must be made within a reasonable time after you discovered the defect, at the latest two months afterwards.
  • Contact us at scentsation.no@gmail.com with a photo and description of the defect.
  • You may request repair, replacement, a price reduction, or cancellation in accordance with the Consumer Purchases Act.

8. Contact Information

SCENTSATION (hobby business)
Email: scentsation.no@gmail.com

9. Complaints

If we cannot reach an agreement, you may contact the Norwegian Consumer Authority or use the EU’s online dispute resolution platform: ec.europa.eu/odr

Note: Scentsation operates as a hobby business with limited scope. Although we are not currently VAT-registered, we comply with applicable consumer purchase and withdrawal laws.