Scentie Nigeria — Returns, Exchanges & Refunds

Where we operate

This policy applies to orders delivered within Nigeria.

How to start a return

Contact help@scentie.co or use our online chat support with your order number and a short note. We’ll review and, if eligible, issue a Return Merchandise Authorisation (RMA) and arrange a courier pickup.

Parcels sent without an RMA will be declined.

Return windows

• Unopened items: return within 72 hours of delivery.

• Damaged/defective or wrong item: report within 72 hours of delivery with an unboxing video and photos taken before full unwrapping so we can evaluate and make it right.

Eligibility & condition

• Items must be in the same condition received, with all inserts and original packaging.

• Discovery set returns require all items (hardware, scent block, vial, cards) to be present.

• Refunds are subject to approval after we examine the case and the returned items.

Courtesy scent swap (not a fan of the scent)

We offer a one-time courtesy swap within 72 days of delivery. Packaging may be opened, but the scent block and refill vial must be unused/sealed.

• Shipping: Customer covers pickup and re-delivery courier fees.

• We’ll process the swap once the original item is received and checked.

Non-returnable items

• Opened refills, used scent blocks, partially used vials

• Gift cards, free gifts, promo items

• Sale/discounted items are final sale (except if damaged or faulty on arrival—then we’ll replace).

Damages & issues

Please inspect on delivery. If something’s wrong, contact us within 72 hours with:

• order number,

• unboxing video/photo (before full unwrapping), and

• a brief description.
  If accepted, we’ll replace or resolve promptly. Where the issue is our fault, we cover return shipping.

Exchanges vs refunds

• Defects/incorrect items: we send a replacement after review; Scentie covers the courier.

• Change of mind/unopened: you may return within 72 hours; customer pays courier. Refunds can be either a store credit or original payment method (based on our discretion).

• Scent swap: handled under the courtesy swap rules above.

Shipping & fees

• Defective or incorrect items: Scentie pays return shipping once approved.

• Change of mind/unopened/courtesy swap: customer pays pickup and re-delivery.

• Undeliverable/refused parcels: refunded minus actual shipping plus a ₦2,000 restocking fee once the parcel returns to us.

Refunds

After your return passes inspection, we initiate your refund immediately. However, please allow within 5–10 business days for the funds to reflect in your original payment method or as store credit (you choose). Your bank may take additional time to post the funds.

Subscriptions

You can pause, skip, or cancel anytime before fulfilment. We send email/SMS reminders 72 hours before your next order date.
If a subscription box has already shipped, you may return it unopened within the standard window; customer pays return courier.

Hardware replacements (clips & mounts)

• Visor and vent clips: manufacturing defects covered for 60 days from delivery.

• Other manufacturing issues must be reported within 48 hours.

• Exclusions: damage from misuse, improper installation, modification, exposure to cleaning solvents, or extreme heat beyond automotive norms.

Proof & fraud prevention

If you see a Scentie charge you didn’t make, tell us right away.

• Email help@scentie.co as soon as you notice it.

• Share any proof you have (e.g., screenshot of debit alert, bank statement showing the charge, messages from your bank). Include your name and any order number if one exists.

• We’ll investigate quickly. If possible, we’ll place the order on hold or cancel shipment while we review. If we confirm it’s unauthorized, we’ll take appropriate action (cancel the order, block the account/card on our systems, and guide you on next steps).

• Please also contact your bank immediately to block the card and open a dispute.

• Scentie isn’t liable for cases that aren’t reported promptly or where we don’t receive enough information to investigate.

• We may request additional details to verify the claim and keep your account safe.

Contact

All return and support requests are handled via help@scentie.co or our online chat. We’ll guide you through pickup and next steps.

Updates & governing law

We may update this policy to serve customers better. Nigerian law applies.