Refund policy

Last updated: October 21, 2026

Returns, Refunds & Cancellations Policy — DualScent

1. 30-day returns

We accept returns of unopened, unused items within 30 days of delivery. To be accepted, a return must meet these conditions:

  • the item is unopened, unused and untested;
  • the original cellophane or seal and the box are intact;
  • bundles and gift sets are accepted only complete, with every item still sealed.

We can't accept items that have been opened, used, tested or damaged after delivery. For hygiene and safety reasons, an opened fragrance can't be resold.

2. How to return an item

  1. Email us at support@dual-scent.com within 30 days of delivery with your order number and the item you want to return.
  2. We'll confirm the return and send you instructions. Please don't ship anything back before we confirm.
  3. Pack the item securely and ship it with the carrier of your choice, with tracking, to:
    DualScent — Returns
    184 N Genesee St, PMB 166
    Utica, NY 13502
    United States

Return shipping is paid by the customer. We recommend a tracked service: we can't be responsible for return packages lost in transit.

3. Refunds

Once we receive and inspect your item, we'll email you. If it meets the conditions above, the refund for the item will be issued to your original payment method within 5 business days. The time it takes to appear depends on your bank or payment provider.

  • Original shipping charges are non-refundable.
  • There is no restocking fee.
  • We don't offer exchanges: if you'd like a different item, return the original and place a new order.

If a returned item doesn't meet the conditions, we'll let you know and may send it back to you at your expense.

4. Damaged, defective or incorrect items

If you receive a damaged, defective or incorrect item, or an order with missing items, email us at support@dual-scent.com within 7 days of delivery and include, where applicable:

  • your order number;
  • photos of the product;
  • photos of the packaging;
  • a photo of the shipping label;
  • a short description of the issue.

Once verified, we'll offer a replacement or a refund. You won't pay any shipping in these cases: the costs needed to correct it are on us.

5. Cancellations

You can request to cancel an order by emailing us as soon as possible, before preparation begins. We can't guarantee cancellation: once an order has been processed or shipped, it can no longer be canceled, but you can still return it unopened under this policy.

6. Products and packaging

We sell brand-name products sourced through our wholesale supply chain. Manufacturers may update the packaging or presentation of their products, so small packaging differences from the images do not necessarily indicate a different product. If you have questions about an item you received, contact us and we'll review it.

7. Contact

support@dual-scent.com