Payment and Shipping Information
- All prices listed on The Scents Haven are in Singapore Dollars (SGD). We currently accept credit card payments, with more payment options to be introduced soon for your convenience.
- At this time, our courier services are exclusively available for orders within Singapore and Malaysia. Unfortunately, international shipping is not yet offered.
- Orders are typically processed and dispatched within 3 to 7 working days after order and payment confirmation.
- Kindly note that once an order has been confirmed, cancellations cannot be accommodated.
EXCHANGE/REFUND
At The Scents Haven, we strive to ensure your satisfaction with every purchase. Please review our returns and exchanges policy carefully:
Eligibility for Returns and Exchanges
- Non-defective Sale Items: These items are not eligible for returns or exchanges.
- Exchanges: Items must be in their original, unopened condition with all tags intact to qualify.
- Returns: Only items that are defective or incorrect (e.g., wrong item sent) are eligible.
Important Guidelines
- We do not process refunds for issues related to size, volume, or color selection. Please double-check these details before purchasing.
- All returns must include the original packaging and have tags attached. Returns that fail to meet these requirements will be rejected and sent back at your expense.
Exchange Timeframe and Conditions
- Exchanges for incorrect or defective items must be initiated within 7 days of receiving your order.
- A 5% merchant fee will be deducted for refunds on payments made via Credit Card or installment options.
- Exchanges are subject to stock availability. If the desired item is unavailable, we may offer:
- A similar product of equal value,
- Store credit, or
- An alternative resolution at our discretion.
How to Initiate an Exchange
To begin the exchange process, email us at info@thescentshaven.com with the following details:
- Subject: “Online Exchange (Order Number)”
- Order Number
- Contact Number
- Product Name and Article Number
- An attached image of the defective or incorrect item
- Details of the product, color, and size you’d like in exchange
We will respond to your request within a reasonable timeframe.
Inspection and Shipping Responsibility
- All returned items will be inspected to ensure they meet our policy criteria before processing.
- You are responsible for shipping and handling costs for rejected returns or exchange requests.
Refund Process
- Refunds will be issued via store credit unless you specify an alternative refund method during the return process.
- For disputes regarding refund amounts, the refund will reflect the merchandise value stated on the invoice after any applicable discounts.
- Our policy does not cover damage resulting from normal wear and tear, accidental incidents, or unique circumstances.
Final Decisions
All return and exchange decisions made by The Scents Haven are final.
Thank you for choosing The Scents Haven. We appreciate your understanding and cooperation in adhering to our policies. For further assistance, please contact us at info@thescentshaven.com.
BOUNCED PARCELS
If a parcel is returned to us as undeliverable, we will contact you via email. Please note that additional delivery charges may apply for reshipping. Parcels that remain unclaimed for over six months will be deemed the property of The Scents Haven. No compensation will be provided, as sufficient time and notice will have been given for a response.
