Last Updated: 5th July 2025
At Scent Hub KE, we are committed to ensuring our customers are satisfied with every purchase. Due to the nature of our products (fragrances and personal care), we have specific guidelines regarding returns and exchanges to protect product hygiene and authenticity.
1. No Returns on Opened Products
For hygiene and safety reasons, we do not accept returns or exchanges on any item that has been opened, used, or unsealed after delivery.
Please make sure you’ve selected the correct product before confirming your order. If you are unsure about a scent, feel free to contact our team for guidance before purchasing.
2. Returns & Exchanges Are Allowed ONLY If:
You may request a return or exchange within 48 hours of receiving your order if:
- You received the wrong product (e.g., wrong brand or variation)
- The item arrived damaged (e.g., broken bottle or leaking packaging)
- You received a defective product (e.g., broken sprayer, expired item)
3. What to Do If There’s a Problem
If your item meets the above conditions:
- Notify us within 48 hours of receiving your order.
- Email us at enquiries@scenthubke.com with:
- Your order number
- Clear photos or videos showing the issue
- A short explanation of the problem
- Our team will assess your request and respond within 1–2 business days.
4. Approved Exchanges or Refunds
If your claim is approved, we will offer one of the following solutions:
- Replacement of the same product at no additional cost
- Store credit equal to the value of the item
- Refund to your original payment method (only in select cases)
Scent Hub KE reserves the right to deny any return request that does not meet the criteria above or appears fraudulent or abusive.
5. Items Not Eligible for Return
We do not accept returns or exchanges for:
- Opened or unsealed perfumes
- Products returned after 48 hours of delivery
- Items damaged by the customer (e.g., broken after use)
- Items with no proof of purchase
6. Return Shipping (if applicable)
If a product needs to be returned to us, we will provide instructions. Depending on the situation, return shipping may be covered by Scent Hub KE (for wrong or damaged orders), or by the customer (if fault is unclear or under investigation).
7. Questions? Contact Us
If you have questions about our Returns & Exchanges Policy or need help with an issue:
📧 Email: enquiries@scenthubke.com
🌐 Website: https://scenthubke.com