Here at The Scent Supply Co, we truly believe in the importance of providing high quality products, as well as great service to all our customers. However, we hope for your kind understanding that due to the nature of our products, we cannot accept returns for our items due to hygiene and quality reasons.
In the event that the item you receive is faulty or damaged, we are really sorry for it. Please reach out to us via the steps listed below to allow us to rectify it for you as quickly as possible.
Please do take note that all claims have to be within 14 days of receiving your parcel.
Exchange For Damaged Products
If you have received a defective item that you would like to exchange:
- Kindly email to firstname.lastname@example.org within 14 days with
(1) Your order ID and
(2) A description and photo of the damaged product.
Unfortunately, any requests made after this timeframe will not be accepted. We appreciate your patience, and will respond to your request within 1 - 2 business days.
- Once the request has been approved, we will guide you on how to mail the items back to our warehouse. Products have to be mailed back to us within 7 days and you can do so through a trackable postage (e.g. Courier/ Singpost registered mail)
If you need the item urgently, we also offer the option for you to come down to our warehouse at Chai Chee to conduct the exchange. There are strictly no meet-ups at any other locations for all exchanges.
Please ensure that the original packaging is still intact. We have the right to reject an exchange request if the product received has been tampered with, or was not returned in its original condition.
- If you choose to opt to use a trackable postage, we will refund the postage fee to you via store credits for you to repurchase the item once the exchange has been approved. The store credits will be valid for three (3) months.