Refund policy

At Xscent.shop, customer satisfaction is our priority. If your purchase does not meet expectations, our return policy is designed to be fair, transparent, and hassle-free.

1. Return Window

You may request a return within 14 days of receiving your order.

2. Conditions for Return

To qualify for a return:

Items must be sealed, unused, and in original packaging.
If the product has been opened, we still accept the return, but a deduction may apply depending on:
- Condition
- Missing packaging
- Hygiene or safety regulations

Items that are damaged due to misuse or improper handling are not eligible.

3. Non-Returnable Items

For hygiene and safety reasons, certain categories may be excluded (e.g., used personal care items, worn intimate products).

4. Return Process

Contact our support team with your order number.
Our driver will schedule a pickup date.
Items will be inspected upon return.
Refund or store credit will be processed according to your choice (see below).

5. Refund Method

Refund to Original Payment Method:
If the customer prefers, we will issue a full or adjusted refund back to the same method used during purchase.
Store Credit:
Offered if the customer agrees. Store credit can be used for future purchases and does not expire unless stated.

Refund processing times vary based on banks and payment providers, typically refund process in 0-3 business days.

6. Exchange Option

You may request an exchange for:

Different item
Different fragrance
Higher or lower price item (difference will be settled accordingly)

7. Wrong, Damaged, or Defective Items

If you receive:

Wrong product
Missing items
Damaged during delivery
Manufacturing defect

8. Contact Us

Email: support@xscent.shop
Phone/WhatsApp: +965 9441 6848