Refund policy

Returns & Refunds

Change of mind

Because fragrance is a personal, hygiene-sensitive product, we don't accept returns or offer refunds for change of mind. This includes unopened items. Please choose carefully, and email hello@scentroom.com.au before you order if you'd like help picking a scent.

If you'd like to try a different fragrance, the fastest option is to place a new order.

European Union: 14-day cooling off period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. This applies only to items that are unopened, unused, and in their original packaging. Once the seal on a fragrance product is broken, this right no longer applies, as fragrance is a sealed good exempt from return for health and hygiene reasons once opened.

To cancel within this period, contact us at hello@scentroom.com.au. Once your cancellation is confirmed, items must be returned to Scent Room, Suite 99, Shop 4, 255 Edmondson Ave, Austral NSW 2179 within 14 days, at your own cost.

Custom fragrance orders

Custom and made-to-order fragrances are excluded from returns, as these are developed specifically for you.

Damaged, faulty or incorrect items

Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, email hello@scentroom.com.au as soon as possible with your order number and a photo. We'll arrange a repair, replacement or refund at no cost to you, including return postage where the item needs to come back. Please don't send anything back until we've confirmed the return with you. Our return address for these cases is Scent Room, Suite 99, Shop 4, 255 Edmondson Ave, Austral NSW 2179.

Sale items and gift cards

Sale items and gift cards are non-refundable, except where an item is faulty.

Refunds

Where a refund applies, we'll notify you once we've received and inspected the return, and let you know if it's approved. Approved refunds go back to your original payment method within 10 business days. It can take a little longer for your bank or card provider to process and post it. If more than 15 business days have passed since approval, contact us at hello@scentroom.com.au.

Your rights

Nothing in this policy affects your rights under the Australian Consumer Law, or, where applicable, your statutory rights under European Union consumer protection law.