Refund policy

Return and Refund Policy

Effective January 1st , 2026

At Scentia USA, we want customers to be satisfied with their purchases. Because fragrance oils and electronic diffusers are different product types, separate return, exchange, and warranty rules apply.

This policy applies to purchases made on or after the effective date. It does not reduce any rights that cannot legally be waived.

Order Contents, Bundles, and Promotional Images

The contents and quantities included with an order are determined by the product and variant selected, the written “What’s Included” section, the quantity shown in the shopping cart, and the final order confirmation.

Lifestyle photographs, videos, comparison images, promotional graphics, and customer content may display multiple products, colors, fragrances, accessories, or examples for demonstration purposes. Items shown visually are not included unless they are expressly identified as included with the selected product or bundle.

For bundles and promotional sets, each bundle includes only the products and quantities expressly listed for that bundle. Increasing the cart quantity increases the listed bundle contents by the selected quantity; it does not add other products merely shown in photographs or videos.

If you believe your order confirmation does not match what was advertised, contact cs@scentiausa.com promptly and before using the products. Nothing in this section limits rights arising from a material advertising or fulfillment error confirmed by Scentia USA or rights provided by applicable law.

Return Authorization Required

Before returning any product, email cs@scentiausa.com with:

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Photographs or video when reporting damage, defects, leakage, missing components, or an incorrect item

Do not mail products back until Scentia USA provides return instructions or authorization. Approved returns must be shipped within seven calendar days after authorization unless we provide a different deadline.

A return is not completed merely because it was requested. Except when Scentia USA waives the requirement or applicable law provides otherwise, the merchandise must be physically returned and received before a refund, replacement, exchange, or store credit is issued.

Unauthorized returns, packages sent to an incorrect address, and packages sent cash-on-delivery may be refused.

Fragrance Oil Policy

Unopened Bottles

Unopened and unused fragrance oil bottles may be returned within 14 days after delivery for an exchange or store credit. Cash refunds are not offered for change-of-mind oil returns.

The customer is responsible for arranging and paying for return shipping.

Opened or Used Bottles

Because fragrance oils are personal-use products, opened or used bottles are final sale and are not eligible for a change-of-mind return, exchange, or refund.

Personal fragrance preference—including deciding that a fragrance is too strong, too light, or not preferred—is not considered a product defect.

This restriction does not apply when Scentia USA confirms that an oil arrived damaged, leaking, incorrectly labeled, or materially different from the product ordered.

Damaged, Leaking, or Incorrect Oil

Please report visible shipping damage, leakage, or an incorrect oil within 48 hours after carrier-confirmed delivery so that packaging and carrier evidence can be preserved.

Email cs@scentiausa.com with the order number and clear photographs of:

  • The bottle and label

  • The shipping package

  • Any leakage or visible damage

  • The products received together

After reviewing the evidence, Scentia USA may replace the affected item, issue store credit, or provide another remedy required by applicable law. We may require the affected product to be returned and will provide instructions when necessary.

Subscription Oil Shipments

Subscription oil shipments follow the same rules as one-time purchases. Unopened bottles may be exchanged or returned for store credit within 14 days after delivery. Opened bottles are final sale except for a confirmed damaged, leaking, or incorrect product.

Diffuser Return and Warranty Policy

Damaged or Incorrect Diffuser

Please report a diffuser that arrives visibly damaged or is different from the item listed in the order confirmation within 48 hours after delivery.

Email cs@scentiausa.com with:

  • The order number

  • Photographs of the diffuser

  • Photographs of the packaging

  • A photograph showing all items received

  • A description of the problem

If Scentia USA confirms a fulfillment error or shipping-related damage, we will provide an appropriate remedy and, when a return is required, a prepaid return label.

A request for additional products will not be approved when the products received match the items and quantities stated in the order confirmation, unless Scentia USA confirms a fulfillment or advertising error.

Diffuser Warranty

Purchased Scentia diffusers include a six-month limited warranty covering confirmed manufacturing defects arising during normal use.

To submit a warranty claim, email cs@scentiausa.com with:

  • The order number

  • A detailed description of the problem

  • Clear photographs

  • A video demonstrating the reported malfunction

  • Any other reasonably necessary diagnostic information

Customers may be asked to complete reasonable troubleshooting steps before a return is authorized. Refusing reasonable troubleshooting or failing to provide sufficient evidence may prevent us from confirming the reported defect.

If a covered defect is confirmed, Scentia USA may repair or replace the diffuser. A cash refund is not the standard warranty remedy unless required by applicable law or specifically approved by Scentia USA.

The warranty does not cover:

  • Accidental damage or misuse

  • Improper installation or maintenance

  • Unauthorized alteration or repair

  • Use of incompatible oils or accessories

  • Damage caused by liquid remaining inside the diffuser during return shipment

  • Normal wear and tear

  • Cosmetic damage that does not affect operation

  • Lost or stolen products

  • Products for which adequate proof of purchase cannot be provided

Warranty Period by Product

Product Warranty period
Scentia MiniPod Version 2 purchased at retail 6 months
Scentia Pod 6 months
Scentia Max 6 months
Scentia Casa 6 months

A MiniPod or other diffuser received as a complimentary promotional gift does not carry a separate warranty unless the promotion expressly states otherwise.

Change-of-Mind Diffuser Returns

A change-of-mind return must be requested within 14 days after delivery.

To qualify, the diffuser must be unused, unopened, sealed in its original packaging, complete with all components, and in resalable condition.

Approved change-of-mind returns are subject to:

  • A 20% restocking fee

  • Non-refundable original shipping charges

  • Return shipping arranged and paid for by the customer

A diffuser that has been used, installed, filled with oil, altered, damaged, or returned incomplete is not eligible for a change-of-mind refund.

Returning a Diffuser

Before shipping an authorized diffuser return:

  • Remove every fragrance-oil bottle from the diffuser.

  • Do not ship a diffuser with oil inside the unit.

  • Include all required components and accessories.

  • Package the product securely to prevent transit damage.

  • Use a trackable shipping service and retain the shipping receipt.

Oil left inside a returned diffuser may leak and damage its internal components. Damage caused by returning a diffuser with oil inside is not covered by the warranty and may make the return ineligible.

Scentia USA is not responsible for customer-arranged return shipments that are lost, misdirected, or damaged in transit.

Free Promotional Gifts

Complimentary MiniPod diffusers and other promotional gifts:

  • Are not eligible for a refund, exchange, or store credit

  • Have no separate cash value

  • Do not carry a separate warranty unless expressly stated in the promotion

If qualifying merchandise is returned and the adjusted order value no longer meets the promotion’s threshold, the promotional gift must also be returned. If it is not returned, its stated retail value may be deducted from any otherwise-approved refund, where permitted by law.

Non-Refundable Items and Charges

The following are non-refundable except when required by law or resulting from a confirmed Scentia USA error:

  • Opened or used fragrance oils

  • Used diffusers submitted as change-of-mind returns

  • Complimentary promotional gifts

  • Gift cards

  • Rush-processing fees

  • Original shipping charges

Inspection and Refund Processing

After an authorized return is delivered to our warehouse, please allow up to 10 business days for inspection.

We will notify you whether the return was approved, partially approved, or declined. If a deduction applies, we will explain the basis for it.

Approved refunds are issued to the original payment method within seven business days after approval. Your bank or card issuer may require additional time to post the credit.

No refund will be issued for merchandise that the customer keeps unless Scentia USA expressly waives the return requirement or applicable law requires otherwise.

Payment Disputes and Chargebacks

Customers are encouraged to contact cs@scentiausa.com so we have an opportunity to investigate and resolve a concern through this policy.

Opening a payment dispute or chargeback does not create a separate right to keep merchandise without payment and does not replace the return requirements in this policy.

When a chargeback is active, Scentia USA may pause a separate refund to prevent duplicate reimbursement while the payment provider investigates. This does not prevent the customer from making an authorized return or exercising rights that cannot legally be waived.

Scentia USA may provide the payment processor or card issuer with relevant evidence, including:

  • The product listing and selected variant

  • Shopping-cart and checkout records

  • The order confirmation

  • Fraud-screening and address-verification results

  • Shipping and carrier-delivery records

  • Customer communications

  • Photographs or videos

  • Troubleshooting records

  • Return authorizations and tracking

  • Records showing whether merchandise was returned

Claims that conflict with the order records, delivery evidence, customer communications, or return records may be contested using the available documentation.

Nothing in this section limits a customer’s lawful right to dispute a genuinely unauthorized transaction, merchandise not received, or merchandise materially different from what was purchased.

Shipping and Carrier-Confirmed Delivery

Shipping, delivery, missing-package, and Safe Ship rules are governed by our Shipping Policy.

Return Address

Do not send a return without authorization.

Scentia USA LLC
2340 NW 102nd Place
Doral, FL 33172
United States

Contact Us

For return, exchange, warranty, or refund assistance, contact:

cs@scentiausa.com
Monday–Friday, 8:00 a.m.–8:30 p.m. Eastern Time