Refund policy
At Scentia, we want you to be happy with your purchase. Fragrance oils and diffusers each follow their own return rules, outlined below.
Fragrance Oil Policy
Unopened Bottles
This is our change-of-mind policy: unopened, unused fragrance oil bottles can be exchanged within 14 days of delivery. This is an exchange for store credit or another product — not a cash refund — and return shipping cost is the customer's responsibility.
Opened Bottles
For hygiene reasons, opened or used fragrance oil bottles are final sale and not eligible for return, exchange, or refund, no matter the reason.
Damaged or Incorrect Oil
If your oil arrives damaged, leaking, or is dramatically different from how it's described (wrong scent, defective seal, etc.), we'll replace it at no cost — this applies even if the bottle has been opened, since you'd need to open it to identify the issue. Report this within 24 hours of delivery at cs@scentiausa.com with photos of the item.
Subscription Oil Shipments
Subscription oil shipments follow the same rule as one-time oil purchases: unopened bottles can be exchanged within 14 days of delivery; opened bottles are final sale.
Diffuser Return Policy
Return windows and outcomes depend on the reason for the return.
Damaged, Defective, or Incorrect Diffuser
If your diffuser arrives damaged in transit or was shipped incorrectly by our team, report it within 24 hours of delivery at cs@scentiausa.com with your order number and photos of the item and packaging. Claims reported within this window will be reviewed as a carrier/logistics damage case. Claims reported after 24 hours will not be reviewed as damaged-in-transit.
If we confirm the error is on our side, we'll replace the item at no cost to you and provide a prepaid return shipping label.
For a diffuser that develops a defect during normal use, all diffusers carry a 6-month warranty (excluding the free-gift MiniPod). Email cs@scentiausa.com with a full description of the issue along with photos and video. We'll review your case and help arrange a replacement or repair — this is not a cash refund.
- Scentia only provides a prepaid return label for defective items confirmed within the warranty period. In every other case, return shipping is arranged and paid for by the customer.
Didn't Like the Product
If you don't like the product, open a return request within 14 days of delivery.
If it's unused and sealed in its original packaging with the request made within 14 days of delivery, you'll be charged a shipping fee and a 20% restocking fee. The remaining amount will be refunded to your original payment method. We do not provide a return shipping label in this case — return shipping is arranged and paid for by you.
If the diffuser has been used, no refund will be issued after return and inspection.
Shipping the Diffuser Back
- All diffusers must be shipped back with no fragrance oil inside the unit. Remove the oil bottle before packing your return.
- If a diffuser is returned with oil still inside, the warranty is voided, since leftover oil can cause internal damage in transit. The unit will undergo a full inspection, and any resulting damage will not be covered under warranty.
Warranty — By Product
All diffusers include a limited manufacturer's warranty covering manufacturing defects only. Warranty does not cover damage from misuse, accidental damage, unauthorized modification, or normal wear and tear.
| Product | Warranty Period |
|---|---|
| Scentia MiniPod Version 2 | 6 months |
| Scentia Pod | 6 months |
| Scentia Max | 6 months |
| Scentia Casa | 6 months |
To make a warranty claim, email cs@scentiausa.com with your order number and a description or photo of the issue.
Free-Gift Items
MiniPod diffusers or other items received as a free promotional gift (for example, the free MiniPod offered with $99+ fragrance oil orders) are not eligible for return, refund, or exchange, and carry no separate cash value. If the qualifying order is returned and the return brings the order total below the gift threshold, the free item must be returned along with it, or its current retail value will be deducted from the refund.
Non-Refundable Items
- Opened fragrance oils — final sale (see Fragrance Oil Policy above)
- Free promotional gifts (e.g., free-gift MiniPod)
- Gift cards — all gift card sales are final
- Rush order fees
- Shipping costs
Warehouse Address:
Scentia USA LLC
Refund Process
When to Expect Your Refund
- Once we receive and inspect your return, we'll notify you of the approval status.
- Approved refunds are issued to the original payment method within 7 business days.
- If more than 7 business days have passed since approval, contact us at cs@scentiausa.com.
Return Shipping Labels
- Scentia provides a prepaid return shipping label only for defective diffusers confirmed within the applicable warranty period (see Warranty — By Product above).
- For every other return — including change-of-mind and used-item returns — return shipping is the customer's responsibility and is arranged at the customer's cost.
- Original shipping costs are never refundable, in any case.
- Please allow 10–14 business days for us to process your return after we receive the item.
Important Notes
- Package your return securely to prevent damage during transit.
- Scentia is not responsible for lost or damaged return packages.
- Restocking fees and shipping-label rules for diffuser returns are covered under Diffuser Return Policy above.
- Returns that don't otherwise meet the eligibility criteria in this policy may be subject to an additional $25 restocking fee.
Need Help?
Our customer support team is happy to help. Reach out anytime at cs@scentiausa.com, Monday–Friday, 8am–8:30pm EST.