Returns & Refunds

    ALL SALES ARE FINAL

    To be eligible for a return, your item must be unused, undamaged, and in their original packaging, which means you have 30 days after receiving your item to request a return.

    Returns or exchanges are only accepted if authorized by a team member. If a return is authorized, the following conditions apply:

    • The item must be unused, in its original packaging, and in the same condition as when it was received.
    • The item/s cannot be a personalized product/s.
    • Once the returned item is inspected and approved, a refund will be issued for the product price only. Shipping costs are non-refundable.

    Items sent back to us without first requesting a return will not be accepted. If a return is not approved, we can ship the returned item back to you, but you will be responsible for the shipping costs.

    Exceptions / non-returnable items
    Certain types of items cannot be returned, like custom products (such as special orders or personalized items).

    Unfortunately, we cannot accept returns on sale items or gift cards

    Return Process

    To complete your return, we require a receipt / email order confirmation or proof of purchase.

    There are certain situations where only partial refunds are granted: (if applicable)

    • Any item not in its original condition, is damaged, not in its original packaging, or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery.

    To start a return, you can contact us at support@scentopuck.com or use the Contact Us page on our website. Please note that returns will need to be sent to the following address: 

    ScentOPuck LLC

    2079 Killingly Commons Drive 1037, Killingly, CT 06241

    Refunds (if applicable)

    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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.

    Late or missing refunds (if applicable)

    Please remember it can take some time for your bank or credit card company to process and post the refund too. If you haven’t received a refund yet, please do the following;

    1. Check your bank account again.
    2. Contact your credit card company, it may take some time before your refund is officially posted.
    3. Contact your bank. There is often some processing time before a refund is posted.

    Lastly, if you’ve done all of this, and more than 15 business days have passed since we approved your return, and you still have not received your refund yet, please contact us at support@scentopuck.com

    Damages and issues

    Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

    If your order shows up damaged or leaking, we’re here to make it right. Just reach out to our Customer Support team at support@scentopuck.com within 14 days of delivery, and we’ll be happy to send a replacement.

    To help us process it faster, be sure to attach a photo of the issue when you reach out.

    Exchanges (if applicable)

    We only replace items if they are defective or damaged due to our error. If you need to exchange it for the same item, send us an email to support@scentopuck.com

    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Shipping Returns

    To return your product, you should mail your product to: 

    Scentopuck LLC

    2079 Killingly Commons Drive 1037, Killingly, CT 06241

    The customer will be responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Address changes once our carrier has shipped for your order/package are subject to $20 fee. Please double check your addresses before purchase.

    If you have additional questions not addressed here, please email us at support@scentopuck.com or call at 959-444-6781 and we'd be happy to assist you.