Refund Policy

How Our Escrow System Works

When you purchase a fragrance on ScentResort, your payment is held securely in escrow — the seller does not receive funds immediately. Once your order arrives and you confirm delivery, a 48-hour review window begins. During this window, you can inspect the item and open a dispute if anything is wrong. If no dispute is opened within 48 hours, funds are automatically released to the seller.

Automatic Protections

ScentResort includes built-in safeguards to protect both buyers and sellers:

• If a seller does not ship within 5 days of purchase, the order is automatically cancelled and the buyer receives a full refund.
• If a buyer does not confirm delivery within 7 days of the seller marking the order as shipped, delivery is automatically confirmed and the 48-hour escrow window begins.

Opening a Dispute

Buyers can open a dispute during the 48-hour escrow window after confirming delivery. Valid reasons for a dispute include:

• Item not as described (e.g., different size, concentration, or condition than listed)
• Counterfeit or inauthentic product
• Wrong item received
• Item damaged in transit

When opening a dispute, please provide a clear description of the issue along with supporting photos. The more detail you include, the faster we can resolve your case.

Dispute Resolution

Our admin team reviews all disputes promptly. During the review process, we may request additional photos, documentation, or evidence from either party. Once we have enough information, the dispute is resolved with one of the following outcomes:

• Full refund to buyer — The seller's payout is cancelled and the buyer receives a complete refund to their original payment method.
• Funds released to seller — The dispute is dismissed and the escrowed funds are released to the seller as originally intended.

Cancellations

Either party can cancel an order before the seller marks it as shipped. In all pre-shipment cancellations, the buyer receives a full refund. Once the seller has shipped the item, the order can no longer be cancelled — any issues must be handled through the dispute process after delivery.

Refund Processing

All refunds are processed through Stripe and returned to the original payment method used at checkout. Once a refund is initiated, it typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer.

Non-Refundable Items

• The 10% platform fee is non-refundable in cases where a dispute is resolved in the seller's favor.
• Shipping costs are the responsibility of the seller and are not separately refunded to buyers.

Contact Us

If you have questions about a refund, need help with a dispute, or want to understand your options before taking action, reach out to us at scentresort@icloud.com. We're here to help.