Refund policy

Return and Refund Policy for Love That Scent

Last Updated: June 20, 2026

Thank you for shopping with us! We appreciate your business and want to ensure a positive experience. Due to the hygienic nature of fragrance samples and decants, we do not accept returns or exchanges based on personal scent preferences. Samples are explicitly intended to allow you to test a fragrance before committing to a full retail bottle.

However, we understand that transit issues occur. We have outlined our official policies below:

1. Damaged Items

We take great care in packaging our fragrance decants, but if your item arrives damaged during transit, we will gladly issue a replacement or a full refund.

* To be eligible for a damage claim, please contact us at support@lovethatscent.com.au within 48 hours of delivery with photographic evidence of the damaged sprayer or packaging.

2. Missing or Lost Packages

If your tracking information shows that your package has gone missing or has been lost by the courier in transit, please reach out to our team. Once confirmed lost by the postal carrier, we will promptly dispatch a brand-new replacement package to you at no extra charge.

3. Incorrect Items

In the rare case you receive an incorrect sample, please contact us within 14 days of receipt at support@lovethatscent.com.au. We will arrange for the correct sample to be sent out to you as soon as possible.

4. Sample & Reward Policy

* Precision Over-Fill (2.2ml Standard): While our vials are technically 2ml, we utilize a precision over-fill method to 2.2ml for every complimentary sample to account for natural settling and ensure a generous testing amount.

* Brand Exclusion & Eligibility: Complimentary sample rewards are tiered based on order value. High-value "Premium" brands—including Aurora Scents, Swiss Arabian, and Al Haramain—are strictly excluded from the "Free Sample" selection for orders under $100 AUD. These are reserved exclusively for orders of $100 AUD or more.

* Selection & Substitutions: We strive to honor specific sample requests made in the order notes, subject to stock availability. If a requested scent is out of stock, our fragrance experts will select a high-quality alternative based on your order's scent profile (e.g., Woody, Floral, Citrus).

* Non-Refundable Nature: Complimentary samples are provided as a gift with purchase, have no cash value, and cannot be refunded, exchanged, or traded for store credit.

5. Right to Refuse Service and Order Cancellation

We reserve the right to refuse service to anyone, for any reason, at any time. To maintain a safe environment for our staff, we enforce the following terms:

* Prohibited Conduct: We do not tolerate harassment, defamation, or the spread of false information regarding our business operations.

* Abuse of Platform: If a user has been previously blocked due to a violation of these terms, any attempt to circumvent restrictions—including using aliases, false names, or alternative email addresses—is strictly prohibited.

* Cancellation & Refunds: We reserve the right to cancel and refund any order placed by an individual flagged for harassment or attempting to bypass a prior ban. In these instances, the order will be canceled immediately and a full refund issued to the original payment method. We are not responsible for subsequent banking processing delays on the customer's end. All decisions to terminate service or block specific addresses are final.

Return Address:

Authorized returns must be securely packaged and sent to:

Love That Scent Returns

PO Box 342, Warrandyte Victoria 3113 Australia

*Please note: You must contact us first to arrange a return. Unsolicited returns will not be accepted.*

If you have any questions regarding our policies, please contact us at support@lovethatscent.com.au.