Effective Date: July 2025

1. Return/Exchange Policy:

Customers may return or exchange eligible products within 14 days from the date of delivery, subject to the following conditions:

• Product Condition: Items must be unused, sealed, and returned in their original packaging with all accessories, manuals, free items, and any other components included in the delivery.
• Promotional Offers: Items purchased during promotional campaigns or sales are only eligible for return or exchange within the active offer period and are subject to offer-specific terms and conditions
•  Non-Refundable Items: Aerosol sprays, Fabric Sprays and Ceramics are not eligible for return or exchange.
• Original Invoice: A valid original invoice or receipt is mandatory for processing any return or exchange.
• Platform-Specific Rules: Additional return rules may apply based on the product listing terms on our website or ecommerce partner platforms (e.g., Amazon, Noon).
• Returns / Exchange as applicable as per the website Products/Services

2. Order Cancellation Policy:

• Before Shipment: Orders can be cancelled prior to dispatch by contacting our customer support team.
• After Shipment: Once shipped, orders are no longer eligible for cancellation, but a return request may be initiated upon receipt, if applicable.
• Custom or Personalized Orders:  Orders containing customized or personalized products are non-cancellable once confirmed.
• Promotional Orders: Orders placed with discounts, vouchers, or special offers cannot be cancelled after confirmation.
• Refund Timeline for Cancellations:  Eligible refunds will be processed to the original payment method within 5–10 business days.
  
• Service-Based Orders: If the order includes a service, cancellation eligibility will depend on the service type and its terms.
• Order Modification: Changes to orders must be requested before dispatch by contacting our support team.
• All cancellation policies are applicable as per the website Products/Services.
• To request for an order cancellation please visit Order Cancellation Request Page 

3. Return Process: 

To initiate a return, follow the steps below:

• Contact Us: To initiate a return, please contact our customer service at help@dr-scent.com,  WhatsApp at (+971) 52 332 3722 or call us at 065590066. Please include your order number, product details, and the reason for the return. The original receipt must be provided to return your product.
• Product Inspection: Upon return, products are inspected by our sales and store team to assess eligibility based on condition and policy. You will be notified whether your return has been approved or rejected
•  Refund Processing: Approved returns will be refunded to the original payment method within 5–10 business days. Refunds will be done only through the Original Mode of Payment

4. Device Warranty Policy:

We proudly offer a comprehensive one-year warranty on all eligible Dr. Scent devices, with extended coverage based on product usage.

• Warranty Period: One (1) year from the date of purchase. 
• Lifetime Extended warranty continues beyond one year only if Dr. Scent oils are used exclusively.
• Warranty Void Conditions: Use of non-Dr. Scent oils or third-party oils will immediately void the warranty.
• What’s Covered: Manufacturing defects, Electronic malfunctions and Operational issues not resulting from misuse, accidents, or unauthorized
  modifications
• How to Claim Warranty: Provide the original invoice, device serial number, and contact: help@dr-scent.com

5. Missing or Delayed Refunds:

If a refund has not been received after 14 business days, please:

• Recheck your bank or card statement.
• Contact your bank or payment provider for processing status.
• If unresolved, reach out to us at help@dr-scent.com or via WhatsApp or phone at (+971) 52 332 3722 / 065590066.