Scented Gem Return and Exchange Policy
We value your business and are dedicated to providing you with high-quality, luxurious fragrance products. We want you to be completely delighted with every "gem" you receive.
Please read our policy carefully, as it details the strict conditions under which we accept returns and exchanges, aligning perfectly with our Google Merchant Center settings.
1. Our Return Policy (Defective Products Only)
In alignment with the nature of our fragranced, personal, and handcrafted goods, all sales are considered final.
We strictly accept returns and issue refunds only for products that are defective, damaged, or arrive broken. We do not accept returns for reasons of buyer’s remorse, change of mind, or dissatisfaction with a product's specific scent profile or appearance (if it is not defective).
CategoryPolicyDetailsReturnsDefective/Damaged Items ONLYRefund eligibility requires verification of damage sustained during shipping or a manufacturing defect.Timeframe14 Calendar DaysYou have 14 days from the date of delivery to report a defective/damaged item and initiate a return or exchange.Return Shipping CostPaid by Scented GemIf an item is verified as defective or damaged, we will cover the return shipping costs.Restocking Fee$0.00We do not charge a restocking fee for approved defective returns.
Non-Returnable Items
The following items are explicitly not eligible for return or refund unless they are proven defective or damaged upon arrival:
Used or opened fragrance products, as we cannot resell these for hygiene and quality control reasons.
Sale, clearance, or gift card items.
Any item requested for return after the 14-day window.
3. How to Initiate a Return
To start a return or exchange, you must first contact our customer service team. Please do not send your item back without prior authorization.
Step 1: Contact Us
Please email us at contactscentedgem@gmail.com within 14 days of receiving your order. This is our preferred contact method for all return/exchange requests.
Step 2: Provide Documentation
In your email, please include the following:
Your Order Number.
The item(s) you wish to return or exchange.
For Returns (Defective Only): Clear photographic evidence of the damage or defect.
For Exchanges (Preference): Confirmation that the item is unused, sealed, and in new condition.
Step 3: Receive Instructions
Once we review your request and confirm its eligibility, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how and where to send your package.
4. Refund Processing
Inspection: Once your approved return is received at our facility, it will be inspected for verification of the reported defect or damage.
Approval: If approved, your refund will be processed. A credit will automatically be applied to your original method of payment (credit card or original payment method), typically within 7-10 business days.
Delays: If you haven’t received a refund after this timeframe, please first check your bank account again, then contact your credit card company/bank before contacting us.
5. Our Business and Contact Information
We are committed to full transparency with our customers.
Business Name: Scented Gem
Customer Service Email (Preferred): contactscentedgem@gmail.com
