Refund policy

Return & Refund Policy

Effective Date: 22 October 2024
Brand: The Sixscents

At The Sixscents, we are committed to delivering premium fragrances and ensuring a smooth and transparent customer experience. Every order is carefully inspected and securely packed before dispatch.

However, in rare cases where an issue occurs, this policy outlines the terms and conditions under which returns, refunds, replacements, or missing-item claims may be considered.

1. Eligibility for Return, Refund, Replacement, or Missing Item Claims

Requests will be considered only under the following circumstances:

The product is damaged upon delivery; or
An incorrect product is delivered; or
An item is missing from the order at the time of delivery.

Mandatory Requirement

A clear, complete, continuous, and unedited unboxing video is mandatory in all the above cases for the request to be reviewed.

Providing an unboxing video does not automatically guarantee approval. The claim will be reviewed and verified by The Sixscents before a return, replacement, or refund is approved.

2. Mandatory Unboxing Video Requirement

To be eligible for any return, refund, replacement, or missing-item claim, you must provide a continuous and unedited unboxing video that clearly shows:

The sealed outer package before opening
The shipping label/AWB details on the package
The entire package-opening process
All contents received inside the package
The condition of the product(s) at the time of opening

The video must begin before the package is opened and continue without cuts, pauses, edits, or interruptions until all products and contents are clearly visible.

Claims will not be accepted without a valid unboxing video.

3. Return & Claim Conditions

To qualify for approval:

The product must be unused, untampered, and in its original packaging.
The request must be raised within 7 (seven) calendar days from the date of delivery.
The unboxing video must clearly support the claim.
All original packaging, accessories, labels, seals, and other contents received with the product must be retained.
The customer must cooperate with the return/pickup process where applicable.

The Sixscents reserves the right to request additional photographs, videos, or information where reasonably required to verify a claim.

4. Non-Eligible Requests

Return, refund, replacement, or missing-item requests will not be accepted under the following circumstances:

No valid unboxing video is provided.
The product appears used, altered, tampered with, or damaged after delivery.
The original packaging, seals, labels, or accessories are missing or damaged after delivery.
The request is based on personal preference, fragrance choice, dislike of the fragrance, or change of mind.
The customer ordered an incorrect product or fragrance by mistake.
The request is raised after 7 calendar days from the date of delivery.
A missing-item claim is made without a valid unboxing video.
The unboxing video is incomplete, edited, unclear, or recorded after the package has already been opened.

Due to the personal and subjective nature of fragrances, fragrance preference or expectation is not considered a valid reason for return or refund.

5. Return Approval & Product Inspection

If your claim is initially verified and a return is approved, the product may be collected through our logistics partner or you may be instructed by our support team regarding the return process.

Approval of a return request does not constitute approval of a refund or replacement.

Any returned product must first be physically received by The Sixscents and will undergo a quality inspection by our team.

During inspection, we may verify:

Whether the product is unused
Whether the product has been tampered with
Whether the original product quantity and condition are intact
Whether the original packaging, seals, labels, and accessories are present
Whether the returned product corresponds to the product originally delivered
Whether the condition of the returned product is consistent with the customer's original claim and unboxing video

Refunds or replacements will be processed only after the returned product has been received and successfully passes our inspection.

If the returned product is found to be used, altered, tampered with, damaged after delivery, missing contents, or otherwise not in its original condition, The Sixscents reserves the right to reject the refund or replacement request.

6. Refund, Replacement & Resolution Process

Once:

The customer's claim has been verified;
The return has been approved, where applicable;
The returned product has been received by The Sixscents; and
The product has successfully passed our quality inspection,

the eligible customer may be offered:

A replacement; or
A refund to the original payment method, as applicable.

The final decision regarding refund or replacement will be made only after completion of the inspection process.

Refunds, where approved, will be initiated within 7–10 business days after successful inspection and final approval.

After the refund has been initiated, the time taken for the amount to reflect in the customer's account may depend on the customer's bank, payment provider, or payment method.

Shipping charges are non-refundable unless the issue occurred due to an error by The Sixscents, such as an incorrect or damaged product being shipped.

7. How to Raise a Request

Please email us at support@thesixscents.com within 7 calendar days of receiving your order.

Please include:

Your Order ID
Date of purchase
Registered name/contact details associated with the order
A brief description of the issue
A clear, continuous, and unedited unboxing video showing the complete opening process
Any additional photographs or videos relevant to the issue, if requested

Our support team will review the information provided and guide you through the next steps.

Please do not send or return any product without receiving return instructions or approval from our support team.

8. Important Notice

An unboxing video is mandatory for all damaged-product, incorrect-product, and missing-item claims.
A return being accepted or picked up does not automatically mean that a refund has been approved.
All returned products are subject to inspection after being received by The Sixscents.
Refunds or replacements will be processed only after the returned product successfully passes inspection.
Products that are used, tampered with, altered, or returned in a condition inconsistent with the approved claim may not qualify for a refund or replacement.
Returns based solely on fragrance preference, personal choice, or change of mind are not accepted.
This policy is designed to ensure fairness, transparency, hygiene, product integrity, and protection against misuse.
The Sixscents reserves the right to approve or reject claims that do not meet the conditions stated in this policy, subject to applicable law.