Refund policy

Customers have a 14-day right to exchange or return products in accordance with the Finnish Consumer Protection Act. The return shipping fee is paid by the customer (€10 within Finland, international returns follow country-specific shipping fees).

Please note: The return policy only applies to unused, salable products in their original packaging. It does not apply to sample products.

Return Instructions

If you wish to return a product, please contact us first via email. Please note that uncollected packages are not processed as returns.

Provide your order number and let us know which product you'd like to return.

We'll send you detailed return instructions and a return code.

Include your name and order number in the return package for identification.

Once approved, we will refund the product price to your original payment method.

A return shipping fee will be deducted from the refund amount.

Uncollected Orders

If an order is not collected and is returned to us, we charge a €12 handling fee. This covers part of the costs incurred, such as delivery, return freight, and warehouse handling. As a small family business, each uncollected order results in real costs for us. (Carriers charge for delivery both ways and storage.)

Please note that an uncollected order is not the same as a return. If you wish to return a product, always contact us first.

If you want an uncollected package to be re-shipped, we will charge the regular delivery fee as per our price list. Please contact us to arrange the re-shipment.

Claims & Complaints

If you receive a defective product or if the package is damaged in transit:

If the package is damaged, take a photo of the packaging and the product.

We will either replace or refund the item depending on the situation.

If the damage occurred during shipping, please note that the complaint must be made immediately to the carrier. Send us a clear photo of the damaged parcel and product to info@scentsophy.com. We will refund the value of the damaged products.