TERMS AND POLICY
How do I pay for my purchase?
SCENTIDO offers you multiple ways to pay securely. These include:
- Debit and Credit Cards
- Net banking
Currently, SCENTIDO does not accept cash on delivery.
How safe is it to use my debit/credit card or make an online payment on SCENTIDO?
We use the 3D Secure payment gateway for card payments and for net banking transactions. These are industry-standard secure payment methods which ensure that all your online transactions at SCENTIDO are processed in an extremely secure environment.
What steps does SCENTIDO take to prevent card fraud?
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:
- When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identification documents.
- The identification documents help us ensure that the purchases were indeed made by a genuine card holder.
Are there any hidden charges when I make a purchase on SCENTIDO?
There are no hidden charges when you make a purchase on SCENTIDO. The prices listed for all the items are final and all-inclusive. The price you see on the order confirmation page is exactly what you pay.
How does the delivery process work?
Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
After they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
Our delivery partner will then bring the package to you at the earliest possible. In case, they are unable to reach the address provided by you or at a suitable time, they will contact you to resolve the issue.
How are items packaged?
Each individual product is first encased in bubble wrap. We then package our products in boxes, which are covered in a plastic layer. We pride ourselves on our packaging protocol and aim to keep you just as happy!
What are the locations to which SCENTIDO ships their products?
SCENTIDO ships throughout India! Additionally, our system will help you once you enter your delivery pin code.
My order has been shipped. Now how can I track it?
Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.
You can track the status of your package 24 hours after your order is dispatched from our warehouse.
Listed below is our trusted courier partner:
What is the estimated delivery time?
We dispatch most orders within 1-4 business days (excluding Sundays and public holidays)
Are there any shipping charges applicable on my order?
SCENTIDO does not levy any shipping & handling charges.
Does SCENTIDO ship outside India?
Currently, SCENTIDO does not ship outside India.
Does SCENTIDO have any physical boutiques?
Yes, SCENTIDO opened its first boutique in Fort, Mumbai in February 2018 followed by a second one at Khan Market, New Delhi in September 2018.
1. Mumbai :
Unit No.1, Ground Floor, Kermani Building, Sir P.M.Road, Fort Mumbai – 400001
2. New Delhi :
54-B, Khan Market, Rabindra Nagar, New Delhi – 110003
How do I create a SCENTIDO account?
Just click on the “Account” button on the top right hand corner of the page and click on “Sign Up”.
Fill in your name, email address and password.
You can even sign up using your Facebook or Google+ account.
How do I save my address on SCENTIDO?
When you sign up for your SCENTIDO account, you can enter all your details including your address and phone number onto your account page and it will be recorded for future purposes so you need not keep filling in your details for every new order.
To manage multiple addresses, visit the “My Account” page and click the “Manage Addresses” tab.
I have forgotten my account password! What do I do?
When signing in, click on the ‘Forgot Password’ link below the sign up area. You will be redirected to a new page where you will be instructed to fill in your registered email address. You will receive an email with a link to ‘reset your password’ in a bit.
How do I add items to my wish list?
To add an item to your wish list, click on the heart icon under the product.
How do I check the current status of my order?
Visit the “My Orders” tab in your “My Account” page and you can instantly see the status of a specific order and all your past orders. If an order is in progress, you may track it directly through the waybill number provided by our delivery partner.
What do all the different order statuses mean?
Pending: Your order has been placed successfully (only for COD orders).
Processing: Your order is being processed by us and will be dispatched shortly.
Order Shipped: Your order has been dispatched by us and is with the courier company on its way to your address.
Order Cancelled: Your order has been cancelled.
Partially Shipped: Part(s) of your order have been dispatched; the next part(s) will be following shortly.
Can I order a product that is “Out of Stock”?
Unfortunately, products listed as “Out of Stock” are not available for sale. However, we can notify you as soon as the product is back in stock.
Simply click on the product.
Once you are on the product page, you will immediately see an option to notify you when the product is back in stock. All you have to do is provide your registered email address.
What is the Returns policy of SCENTIDO?
At SCENTIDO, we understand how much you value your purchases. We are committed to delivering a unique customer experience. If you are still not fully satisfied with your purchase, please refer to our Returns policy.
If you have received a product which is “damaged/ defective/ not as described” and you wish to return the product, all you need to do is raise a return request within a period of 48 hours from the date of delivery following the below steps:
Step 1: You can raise a replacement request by simply calling our customer care number at +91 9867749741 or by mailing us on our customer care email ID “email@example.com”.
Step 2: Provide us with your order ID details and your request to return/ replace/ refund your order. Kindly email an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Following these easy steps will help us ensure that you get a resolution at the earliest.
We assure you that all products at SCENTIDO are checked properly by our efficient Quality Control team before they reach our boutiques or before they are shipped. However, if the product you receive is damaged or defective, we are happy to assist you.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.
Which are the items that cannot be returned/ exchanged?
Returns will not be accepted under the following conditions:
- Product is used.
- Product is damaged due to misuse/ overuse.
- Returned without original packaging including, price tags, labels, original packing and free samples or if the original packaging is damaged.
- Serial Number is tampered.
- Defective products that are covered under Seller/ Manufacturer’s warranty.
- If request is initiated after 48 hours of order delivery.
- Free product provided by SCENTIDO.
Do I have to return a sample/ gift with purchase when I return a product?
Yes. A sample/ gift with purchase is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A return can be created at per product level and if you have ordered multiple products, you can initiate a return/ replacement/ refund for any individual product. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/ replacement/ refund, we process the refund once the products have been received and verified at our warehouse.For payments done through credit/ debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 additional business days for the amount to reflect in your account.
When are returns not possible?
There are certain scenarios where it will be difficult to support returns. The scenarios are as below:
- If the return request is made after the specified time frame of 48 hours from the date of purchase/ delivery.
- If the product is disliked by the customer.
- If there is anything missing from the package like the price tag, accessories, labels, original packing, etc.
- Product is damaged due to misuse, physical damage done by human error, etc.
- There are some locations where a reverse pickup is not available, hence in such cases we ask the customer to send the product in an unused condition with all tags, bills and original packaging intact from any trusted courier to our warehouse. In this scenario, we will reimburse an amount of Rs.100/- as “Scentido Credit Note” for sending the product to us.
Note:- Replacement is subject to availability of the product. If the product is out of stock you will receive a refund of the product amount paid while purchasing.
For cancellations before shipment:
If the order or the item(s) that you want to cancel have not been shipped yet, you can simply call our customer care number at +91 9867749741 or mail us on our customer care email ID “firstname.lastname@example.org”.
In such cases, the order will be cancelled and the money will be refunded to you within 24-48 business hours after the cancellation request.
For cancellations after shipment:
If you wish to cancel an order that has been shipped but has not yet been delivered, please mail us on our customer care email ID “email@example.com”.
In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
Once we receive the product(s) back and verify its packaging/ condition, we will refund your money within 24-48 business hours.
What measures does SCENTIDO take to ensure the quality its products?
SCENTIDO is fully dedicated to our customers’ satisfaction. Rest assured that SCENTIDO products are genuine and authentic. We are the exclusive distributors and retail partners in India for these brands. SCENTIDO does not accept responsibility for any products purchased from other vendors or third party websites claiming to be registered retailers.
What measures does SCENTIDO take to ensure the products are not damaged during delivery?
At SCENTIDO, we maintain a very high level of quality control. So be rest assured that your purchase will be packaged and handled with the utmost care.
Do the storage systems ensure that the quality of the products is intact?
All our inventory is kept in our warehouse. We only sell products valid within their best by period and refresh our inventory regularly to provide timely deliveries.
What about warranty and benefit claims of the products?
We are a retailer and not the manufacturer of the products sold on the SCENTIDO website and in SCENTIDO boutiques. We guarantee you genuine products by sourcing all items directly from the brands but cannot undertake the responsibility for the claims of warranty and benefits made by the manufacturer.