Politique de remboursement

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Returns/Exchanges.

Please read the information below and contact our customer service team at info@thescentedmarket.ca for next steps.

To be eligible for an exchange, store credit or refund your item(s) must meet the following criteria.

• Be in re-sellable condition
• Pumps on Lotions, Hand Soaps and like products have not been activated and safety clips have not been removed.

Costs incurred to ship products back to us are the responsibility of the customer. Please ensure products are well protected inside the box when returning items. We are not responsible if items return to us damaged and cannot issue a store credit or refund for damaged returns. Please be sure to get a tracking # for your return, we are not responsible for lost packages.

Once we receive your product(s) and confirm they are in re-sellable condition, we will issue you a store credit or refund for the product total (shipping costs are non-refundable).

To complete any return or exchange, we require proof of purchase within the last 14 days.

The following are exempt from being returned or exchanged. 

• Any product with a broken seal or not in original packaging.
• Candles that have been lit.
• Custom items. This includes, Dough Bowl refills. Mug Candles and Custom Vessels.
• Gift Cards.
• Sale Items.

Returns On Gifts

We require proof a gift receipt or the gifters e-mail address to find the order.

• If the order is in our system, a store credit can be issued for the product total.
• If the order is not in our system, we are unable to process a store credit.

Damaged Product

 In the event your order has arrived damaged, please contact our customer service team at info@thescentedmarket.ca with the following information.

• Your order number
• Photos of the damaged items
• Photos of packaging it arrived in with the shipping label visible.

Any damages must be reported within 7 days of your shipment being received for a store credit or refund to be considered.

Package has not arrived

If you receive a delivery confirmation but your package has not arrived, it could be due to the following reasons.

• Package has been scanned by the carrier but has not actually been delivered yet. This is quite common, especially during busy shipping seasons. Please allow 2-3 days for the package to arrive before contacting customer service.
• Incorrect/Incomplete address left at checkout. Please ensure we have the correct address to ship your order. We are not responsible for orders delivered to an incorrect address.