I received a damaged or wrong item
We're sorry your order didn't arrive as expected. For damaged or incorrect items, contact us to arrange a replacement or refund. In most cases, you won't need to return the damaged item.
Report Within 48 Hours
To ensure quick resolution, please contact us within 48 hours of delivery. This helps us:
Document the issue properly
File carrier claims if needed
Get your replacement shipped fast
What to Do Right Away
1. Take Photos
Capture clear images of:
The damaged product(s)
The outer packaging
Any visible damage to the box
Shipping labels (if damaged in transit)
2. Keep Everything
Don't throw away any packaging or products until we've resolved your case.
3. Contact Us
Email [email protected] with:
Your order number
Photos of the issue
Description of what's wrong
Whether you prefer a replacement or refund
Issue Types We Cover
Damaged Products
Cracked or broken vials
Leaking atomizers
Crushed packaging
Non-working spray mechanisms
Products damaged in transit
Wrong Items
Different fragrance than ordered
Wrong size than ordered
Missing items from your order
Someone else's order delivered to you
Quality Defects
Empty or nearly empty vials
Sprayer that doesn't work
Seal broken upon arrival
Product looks or smells wrong
What Happens Next
After you contact us:
We review your case (within 24 hours)
We offer a solution:
- Replacement shipped to you, OR - Refund for the affected items
No return typically required for damaged/defective items
Expedited handling on replacements when possible
Do I Need to Return the Damaged Item?
In most cases, no. For damaged, defective, or wrong items:
We'll send a replacement without requiring a return
You can dispose of the damaged item safely
This speeds up getting your correct order to you
For significant issues (like receiving someone else's entire order), we may provide a prepaid return label.
Example Email Template
Subject: Damaged Order - Order #SC12345Hi Scento team,My order arrived today but one item was damaged:[Product name] - The vial is cracked and leakingI've attached photos showing the damage.Order number: SC12345 Delivered: [date]I would prefer a replacement for this item.Thank you, [Your name]
What If the Wrong Product Was Sent?
If you received a different fragrance than ordered:
Don't open the incorrect product (if possible)
Contact us with your order number
We'll ship the correct item immediately
We may ask you to return the wrong item using a prepaid label
What If I'm Missing Items?
If your order is incomplete:
Check the packing slip vs. delivered items
Check if items might ship separately (we'll email you if so)
Contact us with your order number and what's missing
We'll ship missing items right away
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Still Need Help?
For damaged or wrong orders, email [email protected] with your order number and photos. We prioritize these cases and typically respond within 2-4 hours during business hours.