Refund policy

PLEASE MAKE SELECTIONS CAREFULLY AS ALL DECANTED ITEM SALES ARE FINAL.

We guarantee each sample item to be 100% authentic fragrance decanted from the original bottle, however, we cannot guarantee your satisfaction for the actual fragrance itself.

Therefore to ensure zero product tampering and to guarantee each product shipped is authentic, we do not accept returns or exchanges for Vials, Sprays, or other decanted items. 

Defective Items

If an item arrives damaged, we accept full responsibility to rectify the damage. We might request that you return the product, depending on its condition.

  • If you receive a product damaged during transit, please contact Customer Support at support@twistedscent.com
  • Submit Visual Evidence: Please provide pictures of the box you received, the shipping label, the packing materials inside the box, and multiple clear pictures from different angles of the damage to the product. These photos are REQUIRED to have a successful insurance claim.
  • We cannot process damage claims without receiving the requested photos.

Failed Delivery

A "Failed delivery" occurs when the provided address is incorrect, and the package is returned to us. In such cases:

  • We will reship or refund, based on your preference, once the package is returned to us. A flat $10 shipping fee will be charged, either deducted from your refund or added to a new invoice. Our Free Shipping Policy applies only once per order to a forward transit of a package

Address Changes

We currently do not support address changes for orders. If you need to update your address, your request will be treated as a cancellation.

If an incorrect shipping address is provided, we are unable to redirect, retrieve, or cancel the order once it has been processed/shipped. We strongly recommend verifying your shipping details before finalizing your purchase to avoid potential delivery issues. Twisted Scent is not liable for any delivery issues or lost packages due to an incorrect shipping address.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@twistedscent.com.