Return & Refund Policy

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At Scentopia, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Your Right to Cancel

If you are purchasing as a consumer within the European Union, you generally have the right to cancel your order within 14 days of receiving it without giving a reason.

To exercise this right, you must notify us within the 14-day cancellation period. Once your cancellation request has been accepted, you must return the item(s) within 14 days.

Returned items must be unused, in their original condition, and in their original packaging.

Exceptions to the Right to Cancel

For hygiene and product integrity reasons, the right to cancel does not apply to:

• Products that have been opened, used, or damaged after delivery.

• Personalised or custom-made products.

• Sealed products that are not suitable for return once unsealed due to health or hygiene reasons, where applicable.

These exceptions are subject to applicable Maltese and European Union consumer protection laws.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the product and its packaging.

We will assess the issue and, where appropriate, offer a replacement, repair, or refund in accordance with your legal rights.

Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome.

If your refund is approved, it will be issued using the same payment method used for the original purchase, unless otherwise agreed.

Refunds are typically processed within 14 days of receiving the returned goods or receiving evidence that they have been returned.

Return Shipping Costs

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the goods unless otherwise stated.

If the return is due to a faulty, damaged, or incorrect item, we will cover the reasonable return shipping costs where required by law.

Non-Returnable Items

Unless faulty or not as described, we cannot accept returns for:

• Used candles, wax melts, room sprays, reed diffusers, or other home fragrance products.

• Gift cards.

• Personalised or custom-made products.

• Clearance or final sale items where permitted by law and clearly identified at the time of purchase.

How to Request a Return

To request a return, please contact us with:

• Your order number.

• The item(s) you wish to return.

• The reason for the return.

We will provide you with instructions on how to return your order.

Your Consumer Rights

Nothing in this policy limits or excludes any rights you have under Maltese law or applicable European Union consumer protection legislation.

If there is any conflict between this policy and your statutory rights, your statutory rights will prevail.