Our Policies

Our Policies

1. General Information

Welcome to Scentra.

By placing an order through our website, you acknowledge and agree to the policies outlined on this page.

We may update these policies when necessary. The latest version published on our website will apply to all new orders placed after the update.

2. Product Information

At Scentra, we aim to provide clear product information and a straightforward shopping experience.

We carefully select the products available on our store with attention to:

  • Scent profile

  • Everyday usability

  • Product condition

  • Packaging and presentation

  • Overall customer experience

Packaging, presentation, or certain product components may vary between items.

We encourage customers to review the information, images, size, and available details on each product page before placing an order.

If you have any questions about a product before purchasing, our customer support team is available to assist you.

3. Orders & Payments

By placing an order, you confirm that:

  • Your name, phone number, and delivery address are correct.

  • You have provided accurate order information.

  • You are authorized to use the selected payment method.

Scentra may contact you to confirm your order before shipping.

An order may be placed on hold or canceled if:

  • The provided information is incomplete or incorrect.

  • We are unable to reach you for order confirmation.

  • The selected item becomes unavailable.

  • An issue occurs while processing the order.

If this happens, our team will contact you whenever possible and provide available options.

4. Shipping & Delivery

We currently deliver orders across Egypt.

Estimated delivery time: 2–7 business days.

Shipping fees are displayed during checkout or communicated before completing your order.

Delivery times are estimates and may occasionally be affected by circumstances outside our control, including:

  • Courier delays

  • Public holidays

  • High order volumes

  • Incorrect or incomplete delivery information

  • Difficulty contacting the customer

Please make sure your phone number and delivery address are correct before completing your order.

If you need assistance with a delayed order, contact our customer support team and provide your order number.

5. Return & Exchange Policy

We want your shopping experience with Scentra to be clear and convenient.

Return and exchange requests may be submitted within 14 days of receiving the order, subject to the conditions below.

5.1 First 3 Days

We understand that choosing a fragrance is a personal experience.

During the first 3 days after delivery, customers may:

  • Try the fragrance using only a few sprays.

  • Contact our team to request a return or exchange.

The product must not show excessive use or damage.

5.2 From Day 4 to Day 14

After the first 3 days:

  • Used products are not eligible for return or exchange.

  • Unused products may still be eligible for return or exchange within the 14-day period.

The item must remain in suitable condition.

5.3 Eligible Return or Exchange Requests

You may contact us if:

  • The product arrived damaged.

  • You received a different item from the one ordered.

  • There is a confirmed issue with the delivered order.

  • The delivered product materially differs from the information provided on its product page.

Depending on the situation, our team may offer:

  • A replacement.

  • An exchange.

  • Another appropriate resolution.

5.4 How to Submit a Request

To request a return or exchange:

  • Contact our customer support team within the applicable timeframe.

  • Provide your order number.

  • Explain the issue clearly.

  • Share photos or videos when necessary.

Our team will review the request and guide you through the available next steps.

6. Non-Returnable Cases

A return or exchange may not be accepted if:

  • The product has been excessively used.

  • The request is submitted after the 14-day period.

  • The product has been damaged after delivery due to misuse.

  • The item was used beyond the permitted trial period.

  • The returned item does not match the product originally delivered.

Return and exchange eligibility is assessed based on the condition of the item and the circumstances of the request.

7. Order Cancellation

Orders may be canceled before they are dispatched.

Once an order has been shipped, cancellation may no longer be possible.

If an order is refused after dispatch, applicable shipping or delivery fees may still be charged.

If you wish to cancel an order, please contact our team as early as possible.

8. Damaged or Incorrect Orders

If you receive a damaged or incorrect order, please contact us within 3 days of delivery.

To help us resolve the issue, please provide:

  • Your order number.

  • Clear photos of the package and product.

  • An unboxing video, if available.

  • A brief description of the issue.

Our support team will review the case and provide the appropriate next steps.

9. Customer Support

If you have questions about:

  • Your order

  • Delivery

  • Product information

  • Returns

  • Exchanges

Please contact our customer support team.

Whatsapp :- +20 11 19316428

We aim to make every step of your Scentra shopping experience simple, clear, and convenient.