Refund and Returns Policy

Your legal rights come first

If goods are defective, damaged, incomplete, wrongly supplied, materially misdescribed or otherwise not as agreed, contact us for the remedy available under applicable law. Relevant rights may also arise where a delivery delay makes the goods unusable for their agreed purpose. These rights are not limited to the voluntary return offer below.

Opening a fragrance bottle, using a product enough to discover a fault, losing outer packaging or missing a voluntary window does not automatically remove a legal remedy. We may reasonably investigate the issue, but will not apply an unsupported “final sale” rule to faulty or non-conforming goods. P06 provides additional AURA warranty support and does not replace this policy.

Cancellation requests

Contact support@scentric.ae with the order reference as soon as you wish to cancel. We will check whether fulfilment can be stopped and whether payment has been captured, then confirm the outcome and any applicable refund. A request is not itself confirmation that cancellation has been completed.

If the order has been dispatched, we will explain the applicable return or other remedy. Do not send back or refuse a liquid shipment in a way that creates an unsafe return. This does not restrict a cancellation or rejection right provided by law.

Seven day voluntary return offer

For a change of mind, request a return within 7 calendar days of delivery. The offer applies to unused devices and unopened, sealed fragrance liquids. Submit the request to support within that period; the goods do not have to arrive back at Scentric® within seven days.

For this voluntary offer, keep the device's supplied parts, accessories and packaging so its unused condition and contents can be checked. Opened liquids are not eligible for a change-of-mind return. These conditions do not override the separate rights for defects, damage, incorrect goods or other non-conformity.

The customer pays the disclosed voluntary return-shipping cost. We charge no restocking fee. An eligible voluntary return refunds the product price actually paid; the original outbound delivery charge is retained only where permitted. A discounted price alone does not remove statutory rights. Any treatment of bundles or promotional items must use the actual, disclosed allocation rather than an invented deduction.

Contact support first for safe return instructions and the correct destination. No walk-ins or unsolicited returns are accepted at the registered office. This arrangement is a handling process, not a barrier to a legal remedy.

Request evidence and safe handling

Provide the order reference or another reasonable purchase record, the item concerned and a short description. Where useful and safe, include photographs of the item, label, packaging or fault. For a device, include the model, serial or hardware version if available. Do not send passwords, full card information or unnecessary personal data.

We will explain any safe troubleshooting, collection or inspection needed. A photo, original box or video is not an absolute condition where unavailable, unsafe or unnecessary to establish the claim. Never mail a leaking or potentially hazardous liquid or operate an unsafe device merely to satisfy an evidence request.

For a statutory remedy, necessary collection, inspection and return costs are allocated as required by applicable law. We will not shift them to you merely because another supplier or courier caused the issue. Voluntary return-shipping charges remain separate and must be disclosed.

Inspection and refund timing

We will inspect the returned item and notify you of the outcome within 3 working days of receipt. We will initiate an approved refund within 3 working days after approval. For both processes, working days are Monday to Friday, excluding UAE public holidays.

These are Scentric®'s processing targets and must not postpone any earlier remedy required by law. Refund initiation means submission through the relevant provider, not a guarantee of when your bank credits the account. We will distinguish those stages and help trace a refund that has not arrived.

Refund method

A card-funded refund is returned to the same original card through Ziina, the payment provider. We do not refund in cash or by bank transfer. If the original card cannot receive the refund, we will escalate through Ziina for a lawful resolution; the difficulty does not cancel your mandatory entitlement and does not count as agreement to store credit.

Optional store credit is a separate choice. Only if the feature has been lawfully made available and you explicitly choose it may an eligible refund be issued as Scentric® monetary store credit instead. You do not have to choose credit to obtain a refund otherwise due to your card. We record the choice; it is not inferred from silence, a failed card refund or accepting general terms.

For an order paid partly with store credit and partly through Ziina, a refund ordinarily restores the credit-funded portion to credit and the card-funded portion to the original card through Ziina. The separate explicit choice of eligible store credit may apply to the card-funded portion. No cash or bank-transfer option is created. Refund credit and loyalty points remain distinct.

A replacement must be the agreed item or an alternative you accept. We will not require an upgrade payment to resolve a defect. Warranty treatment for a replacement or repair period follows applicable law and the confirmed warranty terms. If you disagree with an outcome, ask for its reasons and use P08 for review.