Returns and Refunds Policy
1. General
1.1 This return policy applies to all B2B transactions between Scentiva Wholesale (OS International BV) and business customers.
1.2 As a wholesale supplier, we have strict conditions for returns due to the nature of our products (perfumes, cosmetics, beauty products).
1.3 Important: There is NO right of withdrawal for business transactions under Dutch and EU law.
2. General return conditions
Returns are ONLY possible in the following cases:
2.1 Product defects or faults
- Product does not match specifications
- Product is damaged or defective upon delivery
- Product shows manufacturing defects
2.2 Incorrect delivery
- Wrong product delivered
- Wrong quantity delivered
- Error in the order on our side
2.3 General exclusions - NO returns possible for:
- Change of mind
- Wrong order by customer
- Products that are no longer sealed
- Products that have been used, tested or damaged by customer
- Products outside the return period
- Products made to order or specially imported
- Sale of outlet products (unless defective)
3. Notification periods
3.1 Visible defects:
- Must be reported on the consignment note upon delivery
- Written confirmation within 24 hours to info@osinternational.net
- With photos of damage and packaging
3.2 Hidden defects:
- Report within 7 days of discovery
- At the latest within the warranty period of 6 months after delivery
- With detailed description and evidence
3.3 Incorrect delivery:
- Report within 3 working days of receipt
- Products must be unopened and in original condition
3.4 Late notification will result in forfeiture of the right of return.
4. Return procedure
Step 1: Notification
- Send an email to info@osinternational.net with:
- Invoice number and order number
- Batch number / LOT number of the product
- Clear description of the problem
- Photos of the defect/problem
- Number of units concerned
- Contact details
Step 2: Assessment
- Our team will assess the report within 3-5 working days
- You will receive an RMA (Return Merchandise Authorization) number if approved
- Or a reasoned rejection if not approved
Step 3: Return
- Return ONLY after receiving RMA number
- Please clearly state the RMA number on the shipment.
- Pack products safely in original packaging
- Products must be unused, unopened and saleable
Step 4: Inspection
- We inspect returned products within 7 business days of receipt
- If approved, a credit note or replacement will follow
IMPORTANT: Returns without an RMA number will be refused and returned at the customer's expense.
5. Return costs
5.1 Defects/incorrect delivery (Scentiva's fault):
- Return costs are fully borne by Scentiva Wholesale
- We will arrange collection or send a return label
5.2 Other cases (customer error):
- Return costs are fully borne by the customer
- Restocking fee of 25% of the order value
- Minimum €100 administration fee
5.3 Refused returns:
- Costs for return to customer: at customer's expense
6. Return processing time
6.1 After approval of the return:
- Replacement: Shipping within 5-10 business days (depending on stock)
- Credit note: issued within 7 working days after approval
- Refund: processed within 14 days after credit note
6.2 Refunds will be made using the same payment method as the original payment.
7. Replacement or credit
7.1 For approved returns, you can choose from:
- Replacement: Identical product will be sent (if in stock)
- Credit note: Credit note for future purchases
- Refund: Refund of the purchase price (only in case of defects/errors on our part)
7.2 Shipping costs will only be refunded if the return is a result of our error.
8. Non-returnable products
The following products CANNOT be returned:
8.1 Opened or used products (hygiene and safety reasons)
8.2 Products without original packaging or labels
8.3 Custom-made or specially ordered products
8.4 Sale products, outlet products, clearance items (unless defective)
8.5 Products where the seal has been broken
8.6 Products older than 6 months after purchase
8.7 Products damaged by improper use, storage or transportation after delivery
9. Partial returns
9.1 Partial returns are possible (e.g. 10 pieces of an order of 100 pieces)
9.2 The credit will be proportional to the quantity returned
9.3 Shipping costs are not partially refunded
10. Cancellation of order
10.1 Before shipment:
- Cancellation possible within 24 hours after order confirmation
- Cancellation costs: 15% of order value (minimum €50)
- Written request required via email
10.2 After dispatch:
- Cancellation not possible
- Returns procedure applies under this policy
10.3 Products on order:
- Cancellation not possible after production has started
- Customer is liable for the full purchase price
11. Damaged products during transport
11.1 Transport damage is the responsibility of:
- Customer with EXW delivery (unless transport insurance through us)
- Carrier if insurance has been taken out
11.2 Procedure:
- Report damage immediately on the consignment note
- Submit a claim to the carrier within 24 hours
- Take photos of damage and packaging
- Submit a claim to transport insurance
11.3 Scentiva Wholesale supports with necessary documentation.
12. Complaint handling
12.1 We aim to find a solution within 10 working days of notification.
12.2 In complex cases this can be extended to 21 days .
12.3 You will be proactively informed about progress.
12.4 In case of dispute about the return:
- First consultation between both parties
- If necessary, external assessment by an independent expert
- Costs of external experts are shared, unless one party is clearly wrong
13. Warranty
13.1 Please see Article 11 of our Terms and Conditions for full warranty terms.
13.2 Warranty period: 6 months after delivery (or until the best-before date if shorter).
13.3 The warranty covers manufacturing defects only, not normal wear and tear or misuse.
14. Exceptions and goodwill
14.1 In exceptional cases, Scentiva Wholesale may deviate from this policy on a goodwill basis.
14.2 Decisions in this regard are at the discretion of management and do not create a precedent.
14.3 Goodwill requests can be submitted via info@osinternational.net with a motivation.
15. Contact for returns
For all return inquiries and RMA requests:
OS International BV (Scentiva Wholesale)
Email: info@osinternational.net
Phone: +31 103074227
Address: Kalsdonksestraat 79, 4702 ZB Roosendaal, Netherlands