Refund policy

Return & Refund Policy

At Scent Galoure Pty Ltd, customer hygiene, product integrity, and business protection are extremely important to us. Please read our Return & Refund Policy carefully before making a purchase.


1. No Refund Policy

ALL SALES ARE FINAL.

We do not issue refunds under any circumstances.

By completing a purchase, customers acknowledge and agree that:

  • Payments made are non-refundable
  • Orders cannot be refunded after payment confirmation
  • Courier delays, dissatisfaction, misunderstandings, compatibility concerns, or change of mind do not qualify for refunds

Under no circumstances will cash refunds, bank reversals, or transaction reimbursements be processed.


2. Replacement Policy

We may offer replacement products where applicable after proper investigation and approval.

Customers who believe they received:

  • Damaged products
  • Incorrect products
  • Faulty items

must contact us promptly with clear proof, including:

  • Order number
  • Photos
  • Videos where necessary
  • Detailed explanation of the issue


3. Returning Products for Investigation

If a return investigation is approved:

  • Customers are responsible for sending the products back to us at their own cost
  • Returned items must be sent in their original condition where reasonably possible
  • Products may be inspected upon arrival

Once we receive the returned items, investigations may take up to 7 working days.

If approved:

  • Replacement products will be issued
  • Delivery costs for sending replacement products back to the customer will be covered by us

We do not reimburse return shipping costs paid by customers when returning products for investigation.


4. Non-Returnable & Non-Refundable Items

For hygiene, safety, and skincare protection reasons, the following items are non-returnable and non-refundable:

  • Opened skincare products
  • Used products
  • Products damaged through misuse
  • Products affected by improper storage
  • Sale items
  • Promotional items
  • Gifted products
  • Collaboration/PR products


5. Skin Compatibility & Product Usage

Customers are responsible for:

  • Reading product labels and instructions
  • Performing patch tests before use
  • Monitoring skin reactions carefully

If irritation or discomfort occurs, customers must discontinue use immediately.

Because skin types and reactions differ from person to person, Scent Galoure Pty Ltd cannot guarantee identical results for all customers and shall not be held liable for skin reactions, allergies, or incompatibility.


6. Incorrect Orders & Customer Information

Customers are responsible for ensuring that:

  • Delivery addresses
  • Contact numbers
  • Pickup details
  • Product selections

are accurate before checkout.

We are not responsible for issues caused by incorrect information provided by customers.


7. Courier & Delivery Responsibility

Once parcels are handed over to courier companies, delivery operations are outside of our direct control.

Courier-related complaints, delays, damages, or mishandling must be communicated directly with the courier company.

Customers are encouraged to also inform us so we may assist with guidance where possible.


8. Acceptance of Policy

By placing an order with Scent Galoure Pty Ltd, customers confirm that they have read, understood, and agreed to this Return & Refund Policy in full.