Refund and Returns Policy

 

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Refund and Returns Policy

Last Updated: January 27, 2026

1. Introduction

At Leke Trading Company, operating scentlife.store, we are committed to customer satisfaction. This Refund and Returns Policy outlines our procedures for returning products, processing refunds, and addressing customer concerns. Please read this policy carefully before making a purchase.

If you have any questions about this policy, please contact us at info@scentlife.store.

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2. Eligibility for Returns

We accept returns under the following conditions:

2.1 Returnable Products

The following items are eligible for return:

• Candles (unopened or in resalable condition)

• Aromatherapy products (sealed and unopened)

• Packaging materials and containers (unused)

• Decorative accessories and candleholders (undamaged and original condition)

• Raw materials and ingredients (unopened, original packaging)

• Natural handmade soaps (unopened and sealed)

2.2 Non-Returnable Products

The following items are NOT eligible for return:

• Opened, burned, or partially used candles

• Opened or used aromatherapy products

• Customized or personalized items (unless defective)

• Items damaged due to customer misuse or negligence

• Clearance or final sale items (marked as such at time of purchase)

• Items purchased more than 60 days ago

• Products without original packaging or seals broken

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3. Return Window

• Standard Returns: 60 days from the date of purchase

• Defective Products: 30 days from delivery date for defects in materials or workmanship

• Damaged in Shipping: 14 days from delivery date

Requests received after these periods will not be accepted unless there are exceptional circumstances.

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4. Condition of Returned Items

For a return to be accepted, items must be:

• Unused and Unopened: In original, resalable condition

• Original Packaging: With all original packaging, materials, and documentation intact

• Clean and Undamaged: Free from dirt, stains, or damage caused by customer use

• Complete: With all components, lids, caps, and accessories included

Items that do not meet these conditions may be refused or subject to a restocking fee (see Section 7).

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5. How to Initiate a Return

To start a return process:

1. Contact Us: Email info@scentlife.store with:

   • Order number

   • Product name and SKU

   • Reason for return

   • Photos of the item (if damaged or defective)

2. Receive Return Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) number within 3 business days

3. Ship the Item: Use the return shipping label provided (for eligible returns) or arrange your own shipping. Items shipped without an RMA number may not be accepted.

4. Include Documentation: Include:

   • RMA number

   • Original order receipt or packing slip

   • A brief note explaining the reason for return

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6. Return Shipping

6.1 Who Pays for Return Shipping?

• Defective or Damaged Products: Leke Trading Company covers return shipping costs. We will provide a prepaid shipping label.

• Wrong Item Delivered: We cover return shipping and expedited replacement.

• Change of Mind/Non-Defective Returns: Customer is responsible for return shipping costs. However, we offer prepaid label discounts of up to 20% through our shipping partners.

• International Returns: Customer is responsible for return shipping costs. We recommend using tracked, insured shipping.

6.2 Shipping Address

Once your return is authorized, we will provide you with the correct return shipping address. Do not ship items to the original order address without authorization.

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7. Refund Processing

7.1 Refund Timeline

• Receipt of Return: Once we receive and inspect your returned item, processing typically takes 5-7 business days

• Inspection Period: We inspect items to verify condition and authenticity

• Refund Issuance: Approved refunds are issued to the original payment method

• Bank Processing: Your bank may take an additional 5-10 business days to credit the refund to your account

Total estimated timeframe: 15-25 business days from return receipt

7.2 Refund Amount

Standard Returns:

• Full product refund minus original shipping costs

• Customer is responsible for return shipping costs (unless defective)

Defective/Damaged Returns:

• Full product refund

• Full original shipping refund

• Refunded return shipping (if using our provided label)

Restocking Fee:

• Non-defective returns in good condition: 10% restocking fee may apply

• Final sale or clearance items: No refund offered

7.3 Partial Refunds

Partial refunds may be issued if:

• The product is returned in poor condition due to customer use

• Significant portions of packaging are damaged

• Items are incomplete or missing components

We will notify you of any deduction before processing the refund.

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8. Exchanges

If you received a wrong item or defective product, we offer free exchanges:

1. Contact Us: Email info@scentlife.store with your order number and description of the issue

2. Ship the Item: We will provide a prepaid return label

3. Receive Replacement: Once we receive and inspect the return, we will ship the correct item at no cost

4. Expedited Shipping: For our error, we will upgrade to expedited shipping at no charge

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9. Defective or Damaged Products

If you receive a defective or damaged product:

1. Document the Issue: Take clear photos of the damage or defect

2. Contact Us Within 14 Days: Email info@scentlife.store with:

   • Order number

   • Detailed description of the defect

   • Photos showing the damage or defect

3. Our Response: We will investigate and offer a replacement or full refund within 3 business days

4. No Return Shipping: For defective items, we typically do not require return shipping. We may request you dispose of the item or return it if necessary.

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10. Customized or Personalized Orders

Products customized per customer request (e.g., personalized labels, custom fragrance blends, custom packaging) are non-returnable unless:

• There is a manufacturing defect

• We failed to meet the agreed specifications

If there is an issue with a customized order, please contact us immediately with documentation.

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11. Sale and Clearance Items

Items marked as “Final Sale” or “Clearance” at the time of purchase are non-refundable and non-returnable. These will be clearly labeled during checkout.

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12. International Returns

12.1 International Customers

• Customers outside China are responsible for all return shipping costs

• Return shipping must be tracked and insured

• International returns may take longer to process (15-30 additional days for customs)

• Customers are responsible for any customs duties or import taxes on return shipments

• Refunds are issued in the original currency but may vary slightly due to exchange rate fluctuations

12.2 Customs & Duties

Items returned from outside China may be subject to customs inspections. We are not responsible for delays caused by customs processing.

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13. Refund Methods

Refunds are issued to the original payment method used at purchase:

• Credit/Debit Card: Refund appears as a credit on your statement within 5-10 business days

• PayPal/Digital Wallets: Refund processed within 3-5 business days

• Bank Transfer: Refund sent within 5-7 business days

We do not issue refunds to alternative payment methods. If you need a different refund method, please contact us at info@scentlife.store.

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14. Return Shipping Options

We recommend using tracked, insured shipping for all returns:

• Domestic (China): SF Express, ZTO, YTO, or other major carriers

• International: DHL, FedEx, UPS, or China Post EMS

Always obtain tracking information and insurance. We are not responsible for lost or damaged return shipments without tracking.

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15. What Happens to Returned Items?

Returned items that meet quality standards are:

• Inspected for damage and authenticity

• Restocked and resold as new (if unopened and in original condition)

• Donated to charitable organizations (if damaged but safe)

• Recycled or disposed of responsibly (if defective or unusable)

We are committed to sustainable practices in handling returns.

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16. Exceptions & Special Circumstances

We may make exceptions to this policy under special circumstances, such as:

• Quality Issues: If our quality standards were not met

• Communication Errors: If we made a mistake in product description or specifications

• Customer Service: At our discretion for valued, long-term customers

Please contact us at info@scentlife.store to discuss any special circumstances.

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17. Contact Information

For returns, refunds, or exchanges, please contact:

Email: info@scentlife.store
Company: Leke Trading Company
Website: scentlife.store

Response Time: We aim to respond to all return inquiries within 2 business days during business hours.

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18. Dispute Resolution

If you are unsatisfied with a refund or return decision:

1. Request Review: Email info@scentlife.store with “Return Appeal” in the subject line

2. Provide Evidence: Include photos, order details, and any supporting documentation

3. Our Response: We will review and respond within 5 business days

4. Escalation: If unresolved, you may file a dispute through your payment provider (credit card issuer, PayPal, etc.)

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19. Updates to This Policy

We may update this Refund and Returns Policy from time to time to reflect changes in our practices, applicable laws, or business needs. The “Last Updated” date at the top indicates the most recent revision. We recommend reviewing this policy periodically.

Your continued use of scentlife.store after any updates constitutes your acceptance of the revised policy.

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20. Compliance with Laws

This policy complies with:

• Consumer Protection Laws: Applicable in jurisdictions where we operate

• E-commerce Regulations: Including requirements for distance selling and consumer rights

• International Standards: Best practices for online retail returns

If there is a conflict between this policy and local consumer protection laws in your jurisdiction, the local laws will apply.

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