Shipping & Returns

This Shipping & Returns Policy explains how Luxe Scentory handles dispatch, delivery, cancellations, returns, exchanges, refunds, damaged parcels, and related customer-service issues for orders placed through our website.

This policy is intended to operate alongside applicable Nigerian consumer-protection requirements. Where the law gives you rights that cannot lawfully be excluded, those rights continue to apply.

• Orders are typically reviewed after payment confirmation and may be subject to availability checks, payment verification, fraud screening, or delivery clarification before dispatch.
• Business days generally exclude weekends and public holidays unless we state otherwise.
• Dispatch timelines are estimates only and may vary based on stock location, packaging needs, weather conditions, courier capacity, regulatory restrictions, or unusual order volume.
• We may contact you if we need to confirm an address, substitute an unavailable item, correct a pricing issue, or resolve a problem before shipping.

Delivery timelines shown on the site or communicated by us are estimates, not guarantees. Fragrance products may require special handling because they are often alcohol-based and may be subject to courier restrictions.

You are responsible for providing an accurate delivery address, reachable phone number, and any instructions reasonably needed for successful delivery.

• Risk of delay may increase where addresses are incomplete, the recipient is unavailable, access to the location is restricted, or redelivery is required.
• Additional charges may apply where a parcel must be redelivered, rerouted, or stored because incorrect or inaccessible delivery details were provided.
• Where a parcel is marked delivered by the courier, we may ask for reasonable time to investigate before approving any replacement or refund.

If you want to cancel an order, contact us as quickly as possible. We may be able to cancel an order before it has been packed, processed, or handed to a delivery partner.

Once an order has been dispatched, cancellation may no longer be possible. In that case, the order may only be handled under the return rules described below.

Because perfumes, oils, body products, samples, and other fragrance goods are sensitive personal-use items, we may refuse returns of items that have been opened, sprayed, unsealed, tampered with, used, or returned in a condition that makes them unsuitable for resale, except where required by law.

To be considered for a standard return, an item should generally be unused, in its original packaging, and in substantially the same condition in which it was supplied.

• Opened or used fragrance products are usually non-returnable unless they were delivered damaged, materially misdescribed, or defective in a way that is not caused by normal use.
• Gift packaging, promotional items, complimentary samples, and clearance products may be excluded from return unless faulty or required by law.
• We may ask for photographs, unboxing evidence, batch details, or courier labels before deciding a return, replacement, or refund request.

If your order arrives damaged, incomplete, or materially different from what you purchased, please contact us promptly with your order reference and clear supporting evidence. We may ask you to keep all packaging while we investigate.

Where we confirm that an item was damaged in transit, incorrectly sent, or missing from a valid order, we may choose an appropriate remedy such as replacement, exchange, store credit, or refund, depending on stock and the circumstances.

Approved refunds are generally sent back to the original payment method used for the order unless another remedy is required by law or agreed in writing.

Refund processing times can vary depending on the payment provider, bank, card issuer, or gateway involved. A refund may be approved by us before it appears in your account.

Delivery charges may be non-refundable where the return results from customer error, failed delivery, refusal to receive the parcel, or a change of mind after dispatch, except to the extent the law requires otherwise.

• We may deduct lawful shipping, handling, restocking, or recovery costs where such deductions are permitted by law and have been properly disclosed.
• If an order is cancelled by us due to stock unavailability, payment failure, compliance concerns, or other merchant-side issues after payment capture, we will aim to issue an appropriate refund.
• Nothing in this policy is intended to limit any mandatory refund right you may have under applicable law.

Where appropriate, we may offer an exchange or store credit instead of a cash refund, particularly if a replacement is preferred, stock is available, or the issue can be resolved more efficiently that way.

Acceptance of store credit or an exchange may depend on the condition of the returned item, the reason for the request, and applicable legal requirements.

If a parcel is returned to us because the address was incorrect, the recipient could not be reached, or delivery was repeatedly attempted without success, we may contact you to arrange redelivery or another remedy.

Any redelivery, storage, or return-to-origin charges may be passed on to you where the failed delivery was not caused by our error.

If you believe there is a payment or fulfilment problem, we encourage you to contact us first so we can review the matter and try to resolve it fairly.

We reserve the right to contest chargebacks or payment disputes where records show that an order was validly placed, processed, and delivered or otherwise handled in accordance with this policy.

This policy is meant to provide a fair operating framework for fragrance retail and fulfilment. It should not be read as excluding any consumer protection, statutory warranty, refund, or remedy that cannot lawfully be excluded under applicable Nigerian law.

Where any part of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail to the extent of the conflict.

For delivery problems, cancellation requests, return eligibility questions, or refund follow-up, please contact Luxe Scentory through the support channels listed on the website and include your order reference where possible.

Prompt reporting helps us investigate more effectively, especially for fragile parcels, courier issues, or alleged shortage claims.