Refunds & disputes
ScentSell has a buyer protection process for genuine issues. If something goes wrong with your purchase, this page explains your options.
What you'll learn
- When you can raise a dispute
- How the dispute process works
- How refunds are issued
When can I raise a dispute?
You can raise a dispute if:
- The fragrance didn't arrive within a reasonable timeframe (allow 14 days from shipment)
- The fragrance is significantly not as described (e.g. listed as 90% full, arrived at 40%)
- The fragrance arrived damaged due to poor packaging
Disputes for change of mind are not covered — ScentSell is a peer-to-peer marketplace and sellers are individuals, not retailers.
How to raise a dispute
- Go to My Orders in your dashboard.
- Open the relevant order.
- Tap Raise a dispute and describe the issue.
- Our team will review the order details, photos, and messaging history.
- We'll contact both you and the seller to investigate.
Raise a dispute before confirming receipt. Once you confirm receipt, the order closes and disputes cannot be raised.
How refunds work
If your dispute is resolved in your favour, ScentSell issues a refund through Stripe. Because sellers are paid at checkout via Stripe Connect destination charges, Stripe reverses the funds from the seller's account and returns them to you.
Refunds typically appear in your account within 5–10 business days depending on your bank.
What if the seller disputes the refund?
Our team reviews all evidence — photos, tracking data, messaging — and makes a final decision. Both parties are expected to provide clear, honest information. If fraud is detected, the account is suspended.
Australian Consumer Law
All transactions on ScentSell are subject to Australian Consumer Law (ACL). If you have a genuine consumer protection issue that ScentSell cannot resolve, you can escalate to your state's Consumer Affairs office or contact the Australian Competition and Consumer Commission (ACCC).
Next steps: