Return and Exchange Policy

Refund Policy 

Returns & Exchanges

You may return or exchange your Lux Scent Collection® products – as long as they have not been used or removed from the original packaging – within 30 days of receiving your order. All returns and exchanges may be subject to review. Please provide supporting images concerning your claim to Lux Scent Collection® Customer Support (sales@luxscentcollection.com). Please see the below regarding the scent diffuser (machines) return policy for a refund.

Machine Return Policy

A customer may return any diffuser (machines) they purchased online as an e-commerce purchase for any reason whatsoever within 30 days of the date of purchase or the date they receive the diffuser, whichever is later, for a refund. Shipping costs are non-refundable, and the customer is responsible for return shipping. The diffuser must be unused and in its original packaging with all parts and accessories. There will be a 20% restocking fee for any diffusers (machines) returned. The diffuser (device) must be unused. Shipping costs are non-refundable, and the customer is responsible for return shipping. There will be no refunds on used diffusers (machines).

Safe Ship Protection

If you haven’t received your Lux Scent Collection® order, or if it has any unexpected issues, please email sales@luxscentcollection.com. Safe Ship protection must be purchased at the time the concerning order is placed.

Start-Up Fees

Start-up Fees for all financing and Installment Programs are non-refundable.

Installation and Service Fees

Installation and service fees are non-refundable.

Installment and Finance Programs

All installment and finance programs are non-refundable and are subject to the terms agreed upon in the agreement.

Subscription Promotions Terms & Conditions

When redeeming the fragrance oil promotion, customers must keep an active subscription for a minimum of 30 days. If you are dissatisfied with your purchase for any reason before the order is delivered, Lux Scent Collection® will offer a full refund. However, should you wish to cancel your membership before the minimum term and after the order is delivered, you will be required to pay the promotional discount back in full according to the net total in the concerning order.

Mystery Items

All mystery items are final sale and are not eligible for store credit or exchange.

Return Shipping Label

Lux Scent Collection® does not provide a shipping return label. You will be responsible for paying for your own shipping costs for returning your item. Initial shipping costs are non-refundable. Please allow 10 – 14 business days from the date we receive your return for us to process the refund or exchange in the original form of payment.

Shipping and Handling

Once you successfully submit a return to customer support and the request is approved, please ship your return within five days of approval. Please ensure that the item you’re returning is repackaged with all cords, adaptors, bottles, accessories, and documentation included when you received it. When returning a diffuser machine or an Hourglass Diffuser, please remove the fragrance oil inside the diffuser before shipping it back to prevent damage to the unit’s internal mechanisms. Using trackable shipping is highly recommended, as Lux Scent Collection® is not responsible for any lost or damaged packages.

Exchanges

A product can be exchanged for any item available on our website. Once your return is in transit, it will be processed, and your exchange will be sent out within 1-3 business days.

Store Credit

When an item is returned for store credit, the cost of the return label is covered by us. Once your return is in transit, it will be processed, and your store credit will be sent to your email address within 1-3 business days.

Damaged Items

When your order arrives, please inspect the box for any damage that may have occurred during shipment. It is usual for the shipping carton to show some wear; however, if damage occurs to the item(s) in your shipment, please email sales@luxscentcollection.com for customer support.

Point of Purchase

Only items purchased directly from Lux Scent Collection® can be returned to Lux Scent Collection. Lux Scent Collection® products purchased through other retailers, affiliates, or distributors must be returned per their respective returns and refunds policy.

Exceptions

To ensure satisfaction, the Mini360 Diffuser, Hourglass Diffuser, Car Diffuser, and fragrance oils may be returned within 30 days, depending on the usage. However, the customer is responsible for return shipping costs in case of a refund request. The fragrance oils must not be opened or have a broken seal. Exclusions: Smart Car Diffuser, DaVinci360, VanGogh360, Museum360 (XL), Interactive Scenting Kiosk (ISK), candles, room sprays, and reed diffusers.

Disclaimers

  • We reserve the right to reject any returns that do not comply with the conditions stated above. Please contact us if you have any questions or problems.
  • Remember, it's your responsibility to pack the product safely when preparing your return.
  • Lux Scent Collection® is not responsible for any lost or damaged packages.

Return Address

Lux Scent Collection® - Returns

Miami, FL