Refund Policy

1. Introduction

At Scent & Senses, we strive to ensure your complete satisfaction with our products and services. This Refund Policy explains our procedures regarding refunds, returns, and cancellations for the digital and physical products, consultations, and workshops we offer.

By purchasing any product or service from Scent & Senses, you agree to the terms outlined in this policy. Please read this document carefully before making a purchase.

2. Digital Products

2.1 Eligible Digital Products

Our digital products include but are not limited to:

• E-books and digital guides on aromatherapy
• Downloadable aromatherapy blend recipes
• Online courses and webinars
• Digital subscription content

2.2 Refund Conditions for Digital Products

Due to the nature of digital products, we generally do not offer refunds once the digital content has been accessed, downloaded, or the access codes/links have been shared. However, we consider refunds under the following circumstances:

• The digital product is materially different from its description on our website
• Technical issues prevent you from accessing the digital product, and our technical team cannot resolve these issues within 7 business days
• You have purchased the same digital product twice by mistake (refund applicable to the duplicate purchase only)

2.3 Digital Subscription Cancellations

For subscription-based digital content:

• You may cancel your subscription at any time through your account settings or by contacting our customer service
• Cancellation will take effect at the end of your current billing period
• We do not provide partial refunds for unused portions of a subscription period
• If you cancel within 48 hours of initial subscription and have not accessed any content, you may be eligible for a full refund

3. Physical Products

3.1 Eligible Physical Products

Our physical products include but are not limited to:

• Printed books and guides
• Aromatherapy diffusers and accessories
• Branded merchandise
• Workshop materials kits

3.2 Return and Refund Conditions for Physical Products

You may return physical products within 30 days of delivery under the following conditions:

• The item is in its original condition and packaging
• All components, accessories, and free items included with the product are returned
• You provide proof of purchase (order number, receipt, or confirmation email)
• The product is not on our list of non-returnable items (see exceptions below)

3.3 Non-Returnable Physical Items

The following items cannot be returned or refunded:

• Items marked as "final sale" or "non-returnable" at the time of purchase
• Personal care items that have been opened or used (for hygiene reasons)
• Personalized or custom-made products
• Items damaged due to misuse or improper care

3.4 Return Shipping

For standard returns, customers are responsible for return shipping costs unless the return is due to our error (e.g., you received an incorrect or defective item). In cases where the return is due to our error, we will provide a prepaid shipping label.

4. Consultations and Workshops

4.1 Online Consultations

For individual aromatherapy consultations:

• Cancellations made at least 48 hours before the scheduled consultation time are eligible for a full refund
• Cancellations made less than 48 hours before the scheduled time are eligible for a 50% refund or can be rescheduled once at no additional cost
• No-shows or cancellations after the consultation has begun are not eligible for a refund

4.2 In-Person and Online Workshops

For group workshops and classes:

• Cancellations made at least 7 days before the event are eligible for a full refund
• Cancellations made 3-6 days before the event are eligible for a 50% refund or credit toward a future workshop
• Cancellations made less than 3 days before the event are not eligible for a refund but may be transferred to another person
• If we cancel a workshop, you will receive a full refund or the option to transfer to another session

5. Refund Processing

5.1 Refund Method

Refunds will be issued using the original payment method when possible:

• Credit/debit card purchases will be refunded to the same card
• PayPal purchases will be refunded to your PayPal account
• Alternative refund methods may be used if the original payment method is no longer available or valid

5.2 Refund Timeframe

Our refund processing timeline:

• Digital product refunds are typically processed within 3-5 business days after approval
• Physical product refunds are processed within 5-10 business days after we receive and inspect the returned item
• Consultation and workshop refunds are processed within 5 business days after the cancellation is confirmed

After we process the refund, it may take an additional 3-10 business days for the funds to appear in your account, depending on your financial institution's policies.

6. How to Request a Refund

To request a refund, please follow these steps:

1. Go to the Contact Us page on our website
2. Fill out the contact form with the subject line "Refund Request"
3. Include your order number, the name of the product or service, and the reason for your refund request
4. For physical products, wait for our team to provide return instructions before shipping the item back

Alternatively, you can email us directly at refunds@scentandsenses.com with the above information.

6.1 Information Required for Refund Requests

Please include the following information in your refund request:

• Your full name and email address used during purchase
• Order number or transaction ID
• Date of purchase
• Name of the product or service you want refunded
• Reason for the refund request
• Any relevant supporting documentation (e.g., photos of damaged items)

7. Exceptions and Special Circumstances

7.1 Promotional or Discounted Items

Products purchased during promotional events or with significant discounts may have modified refund terms, which will be clearly communicated at the time of purchase.

7.2 Defective or Damaged Products

If you receive a defective or damaged product:

• Contact us within 7 days of receiving the item
• Provide photos of the damage or description of the defect
• We will arrange for a replacement or full refund, including any return shipping costs

7.3 Extended Holiday Return Period

For items purchased between November 15 and December 31, the return period is extended until January 31 of the following year to accommodate holiday gifting.

7.4 Force Majeure

In the event of circumstances beyond our control (e.g., natural disasters, pandemics) that affect our ability to fulfill orders or provide services, alternative arrangements or extended refund periods may apply. These will be communicated via email and on our website.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Any changes to our Refund Policy will only apply to purchases made after the change is posted.

9. Consumer Rights

This Refund Policy does not affect your statutory rights under UK and EU consumer protection laws. If there is any conflict between this policy and applicable consumer protection laws, your statutory rights will prevail.

10. Contact Information

If you have any questions or concerns about our Refund Policy, please contact us at:

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.