Refund & Return Policy
Please choose your scent with care — our returns are limited to the cases below.
When we'll refund
We only refund an order if:
- the item is faulty, or
- the product is unopened and unused, in the same condition it arrived in (within 30 days of delivery).
Opened or used products can't be refunded unless they're faulty.
How returns work
Email sales@thescentstack.co with your order number to start a return, then ship the item back to us. Our team inspects every return on arrival. Refunds are processed within 2–4 weeks of your returned item being shipped back and inspected. If it passes inspection, we refund your original payment method. If it fails inspection — for example, it's been opened or used and isn't faulty — we'll send it back to you and no refund is issued.
Faulty or damaged on arrival
Email a photo to sales@thescentstack.co and we'll make it right.
Your statutory rights
This policy sits alongside — not instead of — your consumer rights under the New Zealand Consumer Guarantees Act and the Australian Consumer Law. You can't contract out of your rights for faulty goods, and nothing here tries to.
Exchanges
We don't process direct exchanges. If your return is eligible, get a refund and place a new order.
Contact
sales@thescentstack.co · We reply within one working day.