Refund policy

Effective Date: 10/10/2025

Company: SECRET SCENTA PERFUMES AND COSMETICS TRADING LLC
 Address: DUBAI UAE
Email: contact@secretscenta.com
 Website: https://www.secretscenta.com

1. Overview

At SECRET SCENTA, customer satisfaction is important to us.

If for any reason you are not completely satisfied with your purchase, we are here to help.

Please review the following terms carefully to understand our return, exchange, and refund procedures.

2. Eligibility for Returns

To qualify for a return:

• The item must be unused, unopened, and in original packaging
 • The return request must be made within [Return Window – e.g. 3 days] of delivery
 • Proof of purchase is required

We cannot accept returns for:

• Used, opened, or damaged items
 • Final-sale or non-returnable items
 • Gift cards or digital downloads
• Promotional or clearance products

3. Return Process

To initiate a return:

  1. Contact our support team at contact@secretscenta.com with your order number and reason for return
  2. You will receive return authorization and instructions
  3. Securely ship the item to the provided address

Returns sent without approval may be refused.

4. Return Shipping Costs

Customers are responsible for shipping fees unless:

• The product arrived damaged
 • The product was defective
 • The wrong item was sent
 • A prepaid label was granted by us in writing

Shipping fees are non-refundable.

We recommend tracked return shipping.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product:

  1. Contact us within 3 DAYS of delivery
  2. Provide photos of:
     • Product
     • Packaging
     • Shipping label
  3. We will review and offer refund or replacement

We may require item return before issuing replacement or refund.

6. Refunds

After your return is received and inspected:

• You will receive an email notification
 • If approved, refund will be issued to original payment method
 • Processing time: [5–10 business days]

Rejected returns will be sent at customer’s expense.

7. Late or Missing Refunds

If no refund after 30  business days 

  1. Check bank account
  2. Contact payment provider
  3. If unresolved, email contact@secretscenta.com

8. Exchanges

You may open the package to check the color of the diffuser. If the color does not meet your expectations, you may request an exchange, provided that the diffuser has not been used. 

• If the fragrance does not meet your expectations, you may also request an exchange, as long as the diffuser has not been used. 

• Used diffusers are not eligible for return or exchange, except in the case of a technical or functional issue from the first use, the diffuser is guaranteed to function properly. 

• If the diffuser has been used and you experience a malfunction or technical problem, please contact us by email at contact@secretscenta.com. Before returning the product, the fragrance oil reservoir must be completely emptied. 

• Returned products must be in their original condition and packaging.

9. Cancellations

Orders may only be canceled before fulfillment begins.

Once tracking is generated, cancellation is impossible. 

Contact: contact@secretscenta.com immediately for cancellation requests.

10. Lost or Undelivered Orders

If your order is lost or delayed:

• Contact contact@secretscenta.com with order number
 • Carrier investigation will be opened
 • Replacement or refund after confirmation

Incorrect addresses are customer responsibility.

11. Policy Abuse Prevention

To protect our business, we reserve the right to:

• Deny refunds for abuse patterns
 • Refuse unauthorized returns
• Reject altered or damaged items

12. Contact Us

Questions should be sent to:

SECRET SCENTA PERFUMES AND COSMETICS TRADING LLC
 DUBAI UAE
contact@secretscenta.com

Last Updated: 08/01/2026