Returns

The return policy is affective from the moment you receive your package and lasts 14 days. If 14 days have gone by since the moment the package arrived, we cannot offer you a refund or right to change the products for other products and/or sizes. The returns purchased online are processed online. To support the environment and reduce paper waste, we do not include return notes in the parcels. Please contact us at support@excluscents.com in order to receive a return note per E-Mail and please always include your order and/or customer number.

 

To be eligible for a return, your item must be unused and in the same condition as received. It also must be in the original packaging. If the (plastic) packaging seal is damaged, has been opened or removed you will not be refunded. All products must be closed, sealed.

If you see that the product is leaking liquids or any sign of moisture on or around the package, please do not open the package. Contact us at support@excluscents.com and please enclose a video or picture(s) of the damage. 

 

Additional non-returnable items:

 

• Gift cards
• Health and personal care items

 

To complete your return, we require a receipt or proof of purchase.

 

 

REFUNDS

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If your return is declined, we will also notify you by E-Mail that it has been declined. In this case, you can choose whether you want us to send the product back to you or not. In this particular case, we will take care of the shipping costs.

 

 LATE OR MISSING REFUNDS

 

Please always double check your bank account if you have or have not received a refund yet. If the refund is not visible in your transactions, please contact your bank or credit card company first. Often there is a processing time before viewed in your transactions.

If you have you have followed the instructions above and you still have not received your refund, please contact us at support@excluscents.com

 

 

EXCHANGES

We do not do exchanges. If you want a new item, please return the one you received for a refund after applying for a refund at support@excluscents.com. You will then have to place a new order. Shipping and return costs are not refundable. 

 

GIFTS

 

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a digital gift card or code will be sent to you by e-mail.

If the item was not marked as a gift when purchased, or the buyer of the gift had the order shipped to themselves to personally give it to you, we will send a refund to the buyer of the gift and they will be able to decide what to do with the refund.

  

SHIPPING

 

You are responsible for paying the shipping costs when returning an item. Shipping costs are non-refundable. If you receive a refund, the amount of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to arrive at your address, may differ.

 

If the returned item has a value of over €75 or $85, you should consider using a trackable shipping service or purchasing shipping insurance. We can and not guarantee that we will receive your retuned item. Also, we as Excluscents can never be held responsible for items lost during shipping.

 

Download your return label here