We deeply apologize for any inconvenience caused if the item you ordered and paid for is no longer available. We understand that you placed your order with the expectation that the item was in stock. Unfortunately, there are instances where the website's stock information may not accurately reflect the actual inventory on hand.

If such a situation arises, our team will promptly contact you to discuss the available options. We will inquire whether you would be interested in a similar item as a replacement for your original choice. If you agree, we will make sure to pack the alternative item for you at no additional cost.

However, if you are not interested in any substitute items, we completely understand. In that case, we will gladly process a refund for the amount you paid for the out-of-stock product. Our goal is to ensure your satisfaction, and we apologize once again for any inconvenience caused by the unavailability of the item you initially selected.

If you discover that you have received the wrong item after opening your package, there's no need to worry. Please contact us promptly by sending an email to sales@scentsupplyco.com, including your order number and details about the incorrect item you received.

Once we receive your email, our team will verify the mistake on our end. Upon confirmation, we will take immediate action to rectify the situation. We will send you the correct item you initially ordered, and there will be no additional cost to you. In certain cases, if feasible, we may arrange for the collection of the incorrect item from you. We kindly request your cooperation in facilitating this process.

Please note that we do not provide exchanges for free scent samples. However, we will ensure that the correct item is promptly sent to you in your next order to ensure your satisfaction.

At our company, we take extensive precautions to prevent breakage and leakage of our fragrance oils during transit. We use high-grade PET bottles that have undergone rigorous testing to ensure their durability. Additionally, each bottle is carefully wrapped in a layer of bubble wrap for added protection. To maintain the integrity of the product, we seal each bottle with aluminum foil, providing clear evidence of any tampering.

However, despite our precautions, accidents can still occur. If you receive a damaged or leaked fragrance oil or any other liquid during transit, we recommend not opening the bottle. Instead, please place the bottle on a digital scale and take photos of the damage, including any other issues encountered. We kindly request that you send these photos to sales@scentsupplyco.com.

Please note that if the seal on the bottle has been broken, we are unable to replace the fragrance oil.

We regret to inform you that we are unable to facilitate exchanges or refunds for our scents. This policy is in place due to the nature of our products, as we cannot accept returns once the items have been shipped out. This is to ensure the integrity and quality of our scents, as they can potentially be tampered with or compromised.

To help you make an informed decision before purchasing, we offer free scent samples for you to test and experience the fragrances firsthand. This way, you can assess the scents and choose the ones that best suit your preferences. Additionally, if you would like to try a fragrance oil in your candles before committing to a larger purchase, we also offer 10ml trial sizes specifically for this purpose.

We understand the importance of finding scents that resonate with you, and we strive to provide options for testing and sampling before making a purchase. We appreciate your understanding of our policy and encourage you to take advantage of the opportunities we offer to ensure your satisfaction with our products.

We sincerely apologize if there are missing items from your order. We understand the frustration this may cause and we are here to assist you.

To address this issue, please contact us via email at sales@scentsupplyco.com, providing your order number and detailing the items that are missing. This will allow us to investigate the matter promptly.

As part of our standard procedure, we photograph every package before it is shipped out. This enables us to conduct thorough verification checks on our end. Once we verify the discrepancy and confirm the missing items, we will take immediate action to rectify the situation. We will promptly send you the missing items at no additional cost.

Again, we apologize for any inconvenience caused by the missing items, and we appreciate your understanding as we work to resolve the issue swiftly and to your satisfaction.

If you decide to use a trackable postage method to return the damaged item, we will reimburse the postage fee to you in the form of store credits. Once the exchange has been approved, we will process the store credit refund to your account. These store credits will be valid for a period of (1) one year, allowing you to repurchase the item at your convenience.

To facilitate the reimbursement process, kindly send us a receipt of the postage fee to sales@scentsupplyco.com. This will enable us to verify the amount and proceed with the store credit refund.

We strive to make the return or exchange process as smooth and cost-effective as possible for our customers. If you have any further inquiries or require assistance, please feel free to contact us.

If you have received a damaged item and would like to initiate an exchange, we kindly ask you to follow the steps outlined below:

1. Contact us: Please send an email to sales@scentsupplyco.com within 7 days of receiving your order. In your email, provide us with the following information:

• Your order ID.
• A detailed description of the damaged product.
• Attach a clear photo of the damaged item.

2. Timeframe for requests: It's important to note that we can only accept requests made within 7 days of receiving your order. Unfortunately, any requests made after this timeframe will not be accepted.Timeframe for requests: It's important to note that we can only accept requests made within 7 days of receiving your order. Unfortunately, any requests made after this timeframe will not be accepted.

We appreciate your patience during this process, and we assure you that we will respond to your request promptly. Our team will review the provided information and work towards resolving the issue. We strive to provide excellent customer service and will do our best to address your concerns within 1-2 business days.
Thank you for your understanding and cooperation. We apologize for any inconvenience caused by the damaged goods, and we are committed to ensuring your satisfaction with our products.

At The Scent Supply Co, we prioritize providing high-quality products and excellent service to our valued customers. However, we would like to kindly request your understanding that, due to the nature of our products, we are unable to accept returns or exchanges. This policy is in place to maintain the integrity and safety of our items, as they can potentially be tampered with or compromised.

We apologize for any inconvenience caused by this policy. However, if you receive a faulty or damaged item, we deeply regret the inconvenience caused and are here to assist you. To address such an issue, please follow the steps outlined below, ensuring that any claims are made within 7 days of receiving your parcel:

1. Contact us: Reach out to us through the appropriate channels, such as our customer service email or phone number. Please provide details of the faulty or damaged item.
2. Rectification process: Once we receive your report, we will promptly initiate the necessary actions to rectify the issue for you. This may involve providing a replacement or taking other appropriate measures to ensure your satisfaction.
   
   We understand the importance of your satisfaction with our products and services, and we are committed to resolving any concerns or issues that may arise. We appreciate your understanding of our return and exchange policy, and we strive to provide a seamless experience for all our customers.

After you have sent us an email regarding your damaged order and your request has been approved, we will guide you through the next steps to facilitate the exchange process. Here's what you can expect:

1. Return instructions: We will provide you with detailed instructions on how to mail the damaged items back to our warehouse. It is important to note that the products must be returned to us within 7 days. We recommend using a trackable postage method such as Courier or Singpost registered mail to ensure the safe and traceable return of the items.
2. In-person exchange option: If you require the replacement item urgently or prefer a more convenient option, we also offer the possibility for you to come to our warehouse to conduct the exchange. Please note that exchanges can only be carried out at our warehouse, and we do not facilitate meet-ups at any other locations.
3. Packaging requirements: To ensure a smooth exchange process, please ensure that the original packaging of the damaged item is still intact. We reserve the right to reject an exchange request if the product received has been tampered with or is not returned in its original condition.
   
   We appreciate your cooperation in adhering to these guidelines, as they help us maintain the quality and integrity of our products. Our goal is to provide you with a satisfactory resolution to the issue you experienced with your damaged order. If you have any further questions or concerns, please do not hesitate to reach out to us.