SHIPPING, RETURNS & WARRANTY

Last Updated

10 June 2026

SHIPPING

Order Processing

All orders are processed within 1–2 business days. Orders placed on weekends, public holidays, or outside business hours will be processed on the next business day.

Processing times may be extended during promotional periods, holidays, inventory audits, or circumstances outside our reasonable control.

Delivery Times

United Arab Emirates

  • 2–4 business days

International Orders

  • 5–10 business days

Delivery timelines are estimates only and may vary due to carrier operations, customs inspections, weather conditions, remote delivery locations, public holidays, security procedures, or other circumstances beyond the control of Scent Arts.

Scent Arts is not responsible for delays caused by shipping carriers, customs authorities, government agencies, force majeure events, or incorrect customer information.

INTERNATIONAL ORDERS

Scent Arts ships to selected countries available during checkout.

Customers are solely responsible for:

  • Import duties
  • Customs charges
  • VAT, GST, sales taxes, or similar local taxes
  • Brokerage fees
  • Customs clearance fees
  • Government-imposed fees
  • Regulatory compliance charges

These charges are not included in product prices or shipping fees unless explicitly stated.

Customers are responsible for complying with all import regulations applicable in their destination country.

Scent Arts shall not be responsible for products delayed, seized, refused, or destroyed by customs authorities or government agencies.

INCORRECT ADDRESSES

Customers are responsible for providing complete and accurate shipping information.

If an order is returned due to:

  • Incorrect address information
  • Refusal of delivery
  • Failure to pay customs charges
  • Failure to collect the shipment
  • Failure to respond to carrier requests

Additional shipping, handling, storage, return, or re-delivery charges may apply.

LOST SHIPMENTS

If a shipment is confirmed lost by the shipping carrier, customers may choose between:

  • A replacement shipment
  • A full refund

Scent Arts reserves the right to investigate carrier claims and obtain confirmation from the carrier before issuing refunds or replacements.

RETURNS

Return Window

Eligible products may be returned within 7 calendar days of delivery. Return requests submitted after this period may not be accepted.

Diffuser Returns

To qualify for return, the diffuser must:

  • Remain fully functional
  • Show no signs of misuse or excessive handling
  • Contain all original accessories
  • Include all manuals and packaging materials
  • Include original product packaging
  • Be free from scratches, dents, marks, stains, or damage
  • Be in a condition suitable for resale as new

Returns may be rejected if products show evidence of:

  • Use beyond reasonable inspection
  • Scratches or cosmetic damage
  • Missing accessories or packaging
  • Product alterations
  • Improper handling
  • Damage caused after delivery

If a return is rejected, the product may be returned to the customer at the customer's expense.

Aroma Oil Returns

Aroma oils may only be returned if:

  • Unopened
  • Original seal remains intact
  • Original packaging remains intact
  • Product remains in resalable condition

For hygiene, safety, and quality-control reasons, aroma oils cannot be returned, refunded, or exchanged once opened.

RETURN SHIPPING

Customers are responsible for return shipping costs unless the return results from:

  • Shipping damage
  • Incorrect product supplied
  • Approved warranty claim
  • Verified manufacturing defect

Customers are responsible for ensuring returned products are packaged appropriately for transit.

Scent Arts is not responsible for products damaged during return shipment.

INTERNATIONAL RETURNS

For international returns, customers are responsible for all return shipping costs, customs duties, import taxes, brokerage fees, clearance charges, and any other costs associated with returning products to Scent Arts.

Original shipping charges are non-refundable.

Scent Arts reserves the right to refuse or reject returned products that arrive with unpaid duties, taxes, customs charges, brokerage fees, or other associated costs.

REFUND PROCESSING

Approved refunds will be issued to the original payment method used during purchase.

Refunds are typically processed within 5–10 business days after approval and receipt of the returned product.

Actual processing times may vary depending on banks, payment providers, card issuers, and financial institutions.

Currency conversion differences, foreign exchange fluctuations, transaction fees, and banking charges imposed by third parties are non-refundable.

If a return does not meet the conditions outlined in this policy, Scent Arts reserves the right to refuse the return and return the product to the customer at the customer's expense.

DAMAGED, INCORRECT OR LEAKING PRODUCTS

If a product arrives:

  • Damaged
  • Leaking
  • Defective upon arrival
  • Incorrectly supplied

Please contact Scent Arts within 7 days of delivery. Supporting photographs and/or videos may be required.

Depending on the circumstances, Scent Arts may offer a replacement, refund, or alternative resolution at its sole discretion.

Failure to notify Scent Arts within 7 days may affect eligibility for replacement or refund.

WARRANTY

Warranty Coverage

Warranty periods begin on the date of delivery.

12-Month Warranty

  • Muse
  • Console

3-Month Warranty

  • Nomad
  • Atrium
  • Orbit

What The Warranty Covers

  • Motor failures
  • Pump failures
  • Internal component defects
  • Electrical faults resulting from normal intended use

Warranty coverage applies only when products are used in accordance with Scent Arts instructions and recommendations.

Warranty Exclusions

  • Accidental damage
  • Drops
  • Impact damage
  • Water damage
  • Liquid contamination
  • Mixing fragrance oils with other liquids
  • Use of non-approved fragrance oils or liquids
  • Unauthorized repairs
  • Product modifications
  • Improper installation
  • Improper storage
  • Normal wear and tear
  • Cosmetic damage that does not affect functionality
  • Damage caused by negligence or misuse
  • Commercial use beyond intended specifications

WARRANTY CLAIM PROCESS

Customers may be required to provide:

  • Order number
  • Product details
  • Photographs
  • Videos
  • Additional troubleshooting information

Scent Arts may request additional inspection, testing, or verification before approving a warranty claim.

WARRANTY RESOLUTION

At its sole discretion, Scent Arts may:

  • Repair the product
  • Replace the product
  • Provide an equivalent replacement product of similar functionality and value

Warranty remedies are limited to the options described above.

WORLDWIDE WARRANTY

Warranty coverage is available internationally. For approved warranty claims, shipping costs associated with repair or replacement will be covered by Scent Arts.

RETURNS ADDRESS

Returns should only be sent to the address provided by Scent Arts Customer Support.

Primary Returns Address

SCENT ARTS GENERAL TRADING LLC
402-01 Mai Tower
Al Qusais
Dubai
United Arab Emirates

Alternative return instructions may be provided depending on product type, destination country, claim type, or claim status.

CONTACT US

SCENT ARTS GENERAL TRADING LLC

Email: support@scentarts.com
WhatsApp: click to chat
Al Qusais, Dubai
United Arab Emirates
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM GST