Refund & Return Policy
Last updated: January 2026
At Lavura Scent, we are committed to providing high-quality products and an exceptional customer experience. If you are not fully satisfied with your purchase, we are here to help.
30-Day Return Policy
We offer a 30-day return window starting from the date your order is delivered.
Returns for non-defective products are accepted only for new, unused items in original packaging, in accordance with hygiene and safety regulations.
Return eligibility may vary by product type due to hygiene and safety regulations, as outlined below.
Eligibility for Returns
To be eligible for a return, the item must be:
- Unused
- In the same condition as received
- In its original packaging
- With all components and accessories included
How to Initiate a Return
- Email support@lavurascent.com with your order number
- Our team will provide return instructions and the correct return address
- Once we receive and inspect the item, we will notify you of approval or rejection
Return Shipping Costs
- Customers are responsible for return shipping costs
- If an item arrives damaged or defective, we cover return shipping where a return is required
Non-Returnable Items (Safety & Hygiene)
To comply with international safety and hygiene regulations, the following items cannot be returned once opened:
- Scent oils / fragrance oils
- Any product containing liquid, fragrance, or consumable components
- Used diffusers or diffusers showing signs of wear
Unopened scent oils may be returned within 30 days only if unused and in original packaging.
These restrictions help prevent contamination, misuse, and resale of used fragrance products.
Damaged or Defective Products
If your order arrives damaged or defective:
- Contact us within 7 days of delivery contact at support@lavurascent.com with:
- Your order number
- A description of the issue
- Clear photos of the damage or defect
For damaged or defective items:
- We will issue a replacement or refund at no additional cost
- Return shipping is covered if a return is required
- In some cases, a replacement may be issued without requiring the item to be returned
Exchanges
We accept exchanges within 30 days, provided that:
- The item is unused
- It is in original packaging
- It has not been filled, used, or opened (for diffusers and oils)
Exchange process:
- Follow the standard return process
- Indicate in your email that you prefer an exchange
- Once approved, the replacement item will be shipped
Exchange shipping:
- Customers cover the cost of returning the item
- We cover the cost of shipping the replacement
Refunds
Once your return is received and inspected:
- Refunds are processed within 3–5 business days
- Refunds are issued to the original payment method
- Your bank or payment provider may require an additional 3–5 business days for the refund to appear
If you have not received your refund within 10 business days of approval, please contact us at support@lavurascent.com. processing times comply with applicable consumer protection regulations.
Contact Us
For questions about returns, refunds, or exchanges, contact us at:
Address: Unit B, 11/F, 23 Thomson Road, Wan Chai, Hong Kong
Email:support@lavurascent.com.
Support hours: Monday–Friday, 9:00–17:00 (GMT)