Refund policy
Last updated: April 12, 2026.
At Scent Droplet, we want you to shop with confidence. This Refund Policy explains when returns, replacements, exchanges, and refunds may be available for purchases made through scentdroplet.co.nz.
1. General Policy
We do not offer refunds, returns, or exchanges for change-of-mind purchases unless required by law.
This includes situations where:
- you ordered the wrong item
- you changed your mind after placing the order
- you no longer want the product
- the order was placed by mistake
If your order arrives faulty, damaged, leaking, incorrect, or not as described, please contact us as soon as possible at scentdroplet@outlook.com with:
- your order number
- a description of the issue
- clear photos of the item and packaging
For the quickest resolution, we recommend contacting us within 48 hours of delivery.
Nothing in this Refund Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.
2. Fragrance Decants
Change of Mind and Scent Preference
Because fragrance is highly personal and our products include perfume decants and fragrance samples, we do not offer refunds, returns, or exchanges for:
- dislike of scent
- change of mind
- skin chemistry differences
- mistaken or accidental orders
- opened, used, sprayed, or tampered decants
Hygiene and Product Integrity
Due to hygiene and safety reasons, opened, used, sprayed, or tampered fragrance decants cannot be returned or resold except where required by law.
Skin Sensitivity and Allergic Reactions
Fragrance products may not be suitable for every skin type. We recommend patch testing before use, especially if you have sensitive skin, allergies, or a history of skin reactions.
We do not offer refunds or returns for personal skin sensitivity, irritation, or allergic reactions unless the product is faulty, contaminated, incorrectly supplied, expired, not as described, or where required by law.
To the extent permitted by law, we are not responsible for costs arising from personal sensitivities, allergic reactions, misuse, over-application, or failure to patch test before use.
Glass Bottles and Misuse
Fragrance decants may be supplied in glass atomisers or bottles and should be handled with care. We are not responsible for breakage, leaks, injury, or damage that occurs after delivery due to dropping, misuse, improper storage, mishandling, or failure to use the product as intended.
If your order arrives damaged or leaking, please contact us promptly with your order number and clear photos of the item and packaging.
3. Hair & Body Accessories
Change of Mind
For hair accessories, body accessories, and similar products, we do not accept returns or refunds for change-of-mind purchases unless required by law.
Condition of Returned Items
Where we approve a return, the item must usually be:
- unused
- unworn
- in original condition
- in original packaging where possible
- accompanied by proof of purchase
Hygiene-Related Items
For hygiene reasons, certain body accessories or personal-use items may not be eligible for return once opened, worn, used, or tampered with, unless faulty or required by law.
Faulty or Incorrect Accessories
If an accessory arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible with your order number and clear photos. If the item has a genuine fault, we will meet our obligations under New Zealand consumer law, which may include a replacement, refund, or another appropriate remedy.
4. Return Conditions
Where we approve a return for any product category, the item must usually be returned in the condition requested by our support team.
We may ask for photos before approving a return, replacement, exchange, or refund.
5. Non-Returnable Items
Unless faulty or required by law, we do not accept returns or refunds for:
- opened fragrance decants
- used or sprayed fragrance decants
- tampered products
- dislike of scent
- skin chemistry differences
- personal sensitivity or allergic reaction not caused by a faulty product
- mistaken or accidental orders
- items damaged after delivery due to misuse, improper storage, or mishandling
- hygiene-sensitive accessories that have been opened, worn, or used
- sale or clearance items marked as final sale
- gift cards, if applicable
- change-of-mind purchases
6. Refund Method
If a refund is approved, it will usually be returned to the original payment method used at checkout.
7. Refund Amount
Where we approve a refund for a non-fault-related reason, the refund will be limited to the amount actually paid for the relevant item or order and will not include any additional costs unless required by law.
8. Shipping Costs
Shipping charges are generally not refundable unless:
- the item was faulty
- the wrong item was sent
- the item arrived leaking or damaged
- or the return is otherwise required by law
If a return is approved because of our error or a product fault, we may also reimburse reasonable return shipping costs where appropriate.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible. If your order has not yet been packed or dispatched, we may be able to cancel it and issue a refund.
Once an order has been processed or shipped, cancellation may no longer be possible.
If a cancellation or refund request is made because the customer provided an incorrect, incomplete, or outdated delivery address, any approved refund may be reduced by shipping charges, return-to-sender fees, payment processing fees, or other non-recoverable costs already incurred, to the extent permitted by law.
10. Incorrect Address Provided
Customers are responsible for ensuring that the shipping address and delivery details entered at checkout are accurate and complete. If an order is delayed, returned, lost, or misdelivered due to an incorrect, incomplete, or outdated address provided by the customer, we are not responsible for that loss or delay.
If an order is returned to us because of incorrect delivery information supplied at checkout, we may offer re-shipping at the customer’s cost. If a refund is approved in these circumstances, the refund may be reduced by any shipping fees, return-to-sender charges, payment processing fees, or other non-recoverable costs already incurred, to the extent permitted by law.
If the order has already been dispatched, we may not be able to update the delivery address in time.
11. Processing Time
Once a returned item has been received and reviewed, we will let you know whether the refund, replacement, exchange, or other remedy has been approved.
If approved, refunds are typically processed back to your original payment method. Depending on your bank or payment provider, it may take up to 10 business days for the refund to appear.
12. Your Consumer Rights
Nothing in this Refund Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.
13. Contact Us
For return or refund enquiries, please contact:
Scent Droplet
Email: scentdroplet@outlook.com
Website: scentdroplet.co.nz
Please include your order number and any relevant photos so we can help you faster.
