Returns, Refunds & Cancellations

Our policy is designed to be fair to both parties. Scensora commits significant time, expertise, materials and creative work from the moment your project begins. In return, we commit to working with you until your fragrance is exactly right — within the bounds of our revision and completion policy.

We encourage you to read this policy carefully before placing an order. If you have any questions, please contact us before purchasing — we are always happy to discuss the process.

Your eligibility for a refund depends on the stage your project has reached at the time of the cancellation request:

To request a cancellation, contact us at [email protected] with your order reference number. Refunds are processed within 7–10 business days to the original payment method.

If after all included revisions you remain genuinely unsatisfied:

• Contact your Sommelier directly to discuss the specific concerns — we will consider whether additional adjustments can be made
• In exceptional circumstances where Scensora has clearly failed to create a fragrance aligned with your stated brief, we will offer an additional complimentary revision or, at our discretion, a partial credit toward a future service
• Refunds after samples have been crafted are not available as standard, but Scensora will always consider exceptional circumstances in good faith

We have never had a client who remained unhappy after fully engaging with our revision process. We stand behind the quality of our craft.

We take great care in packaging your fragrance for delivery. In the unlikely event that your order arrives damaged, is lost in transit, or is incorrect:

• Damaged on arrival: Contact us within 48 hours of delivery with photographs of the damage. We will arrange a replacement shipment at no charge
• Lost in transit: If your tracked shipment shows no movement for 10 business days beyond the estimated delivery date, contact us. We will investigate with the courier and arrange a replacement if the shipment is confirmed lost
• Incorrect item: If you receive a fragrance that does not match your order confirmation, contact us immediately. We will correct the error and cover all return and re-delivery costs

Claims for damaged or lost deliveries must be submitted within 14 days of the estimated delivery date. Claims submitted after this period may not be eligible for replacement.

Due to the bespoke and personal nature of our fragrances, we do not accept returns of completed fragrance products. A fragrance created for you cannot be restocked, resold or reused.

In the case of a confirmed defect in the fragrance (e.g. a production error that causes the fragrance to smell materially different from the approved sample), Scensora will replace the bottle at no cost. Please contact us within 30 days of receiving your fragrance if you believe there is a production defect.

As detailed in our Terms and Conditions, all bespoke projects must be completed within 6 months of the confirmed order date. Under this policy:

• If a project is not completed within 6 months due to client non-response despite repeated reminders, the payment is non-refundable
• Scensora will send reminders at 30, 60, 90 and 150 days — we will never let a project lapse without reaching out
• If you anticipate difficulty completing your project within 6 months due to personal circumstances, please contact us as early as possible — we are flexible and understanding, and will work with you to find a solution

This policy is not designed to be punitive. It exists to ensure that every client who invests in a Scensora fragrance receives the full benefit of that investment — and that our Sommeliers' time and materials are not indefinitely held in limbo.

For private group events, fragrance workshops and corporate experiences:

• Cancellation more than 14 days before the event: Full refund or reschedule at no charge
• Cancellation 7–14 days before the event: 50% refund, or full credit toward a rescheduled date
• Cancellation less than 7 days before the event: No refund. Rescheduling is at Scensora's discretion and may be subject to an administration fee
• Cancellation by Scensora: Full refund or reschedule offered with 7 days' advance notice. Emergency cancellations by Scensora are extremely rare but will always result in a full refund or priority reschedule

We genuinely want every client to be happy. If you have any concerns about your order, your project, or this policy, please reach out to us directly before escalating:

• Email: [email protected]
• WhatsApp: +60 19 657 2288
• Response time: Within 24 hours, Monday–Saturday

The vast majority of concerns are resolved through open communication. We take every client relationship seriously and will always act in good faith.