Refunds & Returns Policy
Effective Date: 25 August 2026
At TrueScents Canada, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are happy to assist with eligible returns and exchanges in accordance with the terms below.
1. Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and unopened.
- Be in its original packaging and condition.
- Have all original seals, labels, and packaging intact.
- Be returned with proof of purchase or your order number.
2. Perfume & Fragrance Products
For hygiene, safety, and product-quality reasons, opened, used, sprayed, or partially used perfumes and fragrances cannot be returned or refunded, unless the product arrived damaged, defective, or incorrect.
Please inspect your order before opening the product.
3. Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at truescentcanada@gmail.com.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
- Any other relevant information that may help us investigate the issue.
Once we review your request, we will provide instructions for the next steps.
If the issue is confirmed to be our error or the product arrived damaged or defective, we may offer a replacement, exchange, or refund.
4. Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 30 days, provided the product is unopened, unused, sealed, and in its original condition.
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Original shipping charges are generally non-refundable unless the return is due to an error on our part or the product arrived damaged or defective.
5. How to Request a Return
Before sending anything back, please email truescentcanada@gmail.com with your order number and the reason for your return.
Do not send products back without first receiving return instructions from our customer service team.
Once your return request has been approved, we will provide you with the appropriate return instructions.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used to place the order.
Please allow additional time for your bank or payment provider to process and display the refund in your account.
7. Non-Returnable Items
The following items are generally not eligible for return:
- Opened or used fragrances.
- Products with broken or removed seals.
- Products that have been damaged after delivery due to customer handling.
- Products returned after the 30-day return period.
- Gift cards, where applicable.
- Items that are not in their original condition or packaging.
8. Exchanges
If you receive a damaged, defective, or incorrect item, please contact us at truescentcanada@gmail.com.
Where appropriate, we may arrange a replacement or exchange rather than issuing a refund.
9. Return Shipping
Customers are responsible for return shipping costs for approved change-of-mind returns.
If the return is due to receiving an incorrect, damaged, or defective product, TrueScents Canada may cover reasonable return shipping costs where applicable.
We recommend using a tracked shipping service when returning an item, as we cannot guarantee receipt of products that are lost in transit.
10. Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it, please first check your bank or payment account.
If you still have not received your refund after allowing reasonable processing time, contact us at truescentcanada@gmail.com and we will assist you.
11. Contact Us
If you have any questions regarding our Refunds & Returns Policy, please contact us:
TrueScents Canada
Email: truescentcanada@gmail.com
Website: www.truescentscanada.com
TrueScents Canada reserves the right to refuse returns that do not meet the requirements outlined in this policy, subject to applicable Canadian consumer protection laws.