Return Policy

1. Introduction

At Scentstudioil, we are committed to ensuring your complete satisfaction with our curtain installation and textile home décor services. This Return Policy outlines the terms and conditions for returns, refunds, and exchanges. We encourage you to review this policy carefully before making a purchase. If you have any questions or concerns, please contact us before placing your order.

2. Our Commitment to Quality

We take pride in delivering high-quality products and professional installation services. All our curtains and textiles are carefully inspected before delivery, and our installation team is trained to ensure precise fitting and proper hanging. We stand behind the quality of our work and materials, and we are committed to addressing any legitimate concerns promptly and fairly.

3. Custom-Made Products

Many of our curtains and textile products are custom-made to your specific measurements and design preferences. Due to the bespoke nature of these items, the following conditions apply:

3.1 Non-Returnable Custom Items

Custom-made curtains, drapes, and textiles that have been manufactured to your specifications are generally non-returnable and non-refundable. This includes items that have been:

• Cut or sewn to custom measurements
• Made in custom colors, patterns, or fabrics selected by you
• Produced with special features or modifications requested by you
• Personalized or monogrammed

3.2 Exceptions for Custom Items

We will accept returns or provide refunds for custom-made items only in the following circumstances:

• The item received is significantly different from what was ordered
• The item has manufacturing defects or quality issues
• We made an error in production that does not match your approved specifications
• The item was damaged during shipping or delivery

4. Standard Products

4.1 Return Eligibility

Standard, non-custom products may be returned within 14 days of delivery, provided they meet the following conditions:

• Items are unused, unwashed, and in their original condition
• All original tags, labels, and packaging are intact
• Items have not been installed, altered, or modified
• You provide proof of purchase (receipt or order confirmation)

4.2 Non-Returnable Standard Items

The following standard items cannot be returned for hygiene and safety reasons:

• Items that have been installed or used
• Items that show signs of wear, washing, or alteration
• Clearance or sale items marked as final sale
• Hardware and fittings that have been opened or installed

5. Return Process

5.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact us within 14 days of receiving your order
2. Provide your order number and reason for return
3. Include photographs if the return is due to damage or defects
4. Wait for our return authorization and instructions

Do not return items without prior authorization, as unauthorized returns may not be accepted or refunded.

5.2 Return Shipping

Return shipping costs depend on the reason for return:

• Defective or Incorrect Items: We will provide a prepaid return label or arrange collection at no cost to you
• Change of Mind: You are responsible for return shipping costs, and items must be returned in their original condition
• Custom Items: Returns are only accepted in exceptional circumstances as outlined in Section 3.2

5.3 Return Packaging

Please ensure items are securely packaged to prevent damage during return shipping. We recommend using the original packaging if available. We are not responsible for items damaged during return transit if they are not properly packaged.

6. Refunds

6.1 Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed as follows:

• Refunds will be issued to the original payment method
• Processing time is typically 5-10 business days after approval
• You will receive an email confirmation when the refund is processed
• The time it takes for the refund to appear in your account depends on your payment provider

6.2 Partial Refunds

Partial refunds may be granted in the following situations:

• Items returned without original packaging or tags
• Items showing minor signs of use or wear
• Items returned after the 14-day return window but within 30 days
• Resolution of quality issues that do not require full return

6.3 Non-Refundable Costs

The following costs are non-refundable:

• Original shipping and delivery charges (unless the return is due to our error or defect)
• Return shipping costs (unless the return is due to our error or defect)
• Installation fees for services already performed
• Consultation or measurement fees
• Restocking fees (if applicable, typically 15-20% for non-defective returns)

7. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, you must return the original item for a refund and place a new order. This ensures accurate inventory management and faster processing. If the item you wish to exchange for is out of stock, we will notify you and discuss alternative options.

8. Damaged or Defective Items

8.1 Reporting Damage or Defects

If you receive damaged or defective items, please notify us immediately and within 48 hours of delivery. To expedite the resolution process, please provide:

• Your order number
• Clear photographs of the damage or defect
• Description of the issue
• Photographs of the packaging (if damage occurred during shipping)

8.2 Resolution Options

For damaged or defective items, we will offer one of the following solutions:

• Full refund to your original payment method
• Replacement item at no additional cost
• Repair or correction of the defect (if feasible)
• Partial refund if you choose to keep the item with minor defects

9. Installation Services

9.1 Service Guarantee

We guarantee that our installation services will be performed professionally and to industry standards. If you are not satisfied with the installation quality, please contact us within 7 days of installation completion. We will arrange for a re-inspection and, if necessary, correct any issues at no additional cost.

9.2 Service Refunds

Installation service fees may be refunded in the following circumstances:

• We fail to complete the installation as agreed
• The installation does not meet professional standards
• We cause damage to your property during installation (subject to our liability insurance)

Service refunds do not apply if issues arise from incorrect measurements provided by you, changes to the installation scope after work has begun, or pre-existing conditions in your property that prevent proper installation.

10. Cancellation Policy

10.1 Order Cancellation

You may cancel your order under the following conditions:

• Before Production: Full refund if cancelled before custom production begins
• During Production: Partial refund minus costs for materials ordered and work completed
• After Completion: Standard return policy applies

10.2 Appointment Cancellation

If you need to cancel or reschedule a consultation, measurement, or installation appointment, please provide at least 24 hours notice. Late cancellations or no-shows may be subject to a cancellation fee to cover our scheduling and travel costs.

11. Warranty Claims

Warranty claims are separate from returns and refunds. If you believe your product or installation is covered under warranty, please refer to your warranty documentation or contact us for assistance. Warranty claims must be made within the warranty period and are subject to the terms and conditions of the specific warranty.

12. Consumer Rights

This Return Policy does not affect your statutory rights as a consumer under applicable law. In the United Kingdom, consumers have certain rights under the Consumer Rights Act 2015, including the right to return faulty goods and receive a refund, repair, or replacement. If you believe your statutory rights have been violated, you may contact your local trading standards office or seek independent legal advice.

13. Dispute Resolution

If you are not satisfied with how we have handled your return or refund request, please contact us to discuss your concerns. We are committed to resolving disputes fairly and amicably. If we cannot reach a satisfactory resolution, you may have the right to pursue alternative dispute resolution or legal remedies as provided by law.

14. Changes to This Policy

We reserve the right to update or modify this Return Policy at any time. Changes will be effective immediately upon posting on our website with a new "Last Updated" date. Your continued use of our services after any changes constitutes acceptance of the revised policy. We encourage you to review this policy periodically.

15. Contact Us

If you have questions about our Return Policy or need assistance with a return or refund, please contact us:

Scentstudioil
Spirit Home Interiors
Unit 7B
Milltown Business Park, 88 Castledawson Road
Magherafelt, Co. Derry
BT45 6RZ
United Kingdom
Phone: +44 (0) 28 7911 1285
Email: info@scentstudioil.world

Our customer service team is available Monday through Friday, 9:00 AM to 5:30 PM, and Saturday, 10:00 AM to 3:00 PM. We strive to respond to all inquiries within 24 hours during business days.

16. Final Notes

We appreciate your business and want you to be completely satisfied with your purchase. Our Return Policy is designed to be fair and transparent while protecting both your interests and ours. If you have any concerns or special circumstances not covered by this policy, please contact us to discuss your situation. We are here to help and will work with you to find a reasonable solution.