Returns and Refunds Policy
1. General
1.1 This return policy applies to all B2B transactions between Scentiva Wholesale (O.S. International B.V.) 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 has manufacturing defects
2.2 Incorrect delivery
- Wrong product delivered
- Wrong quantity delivered
- Error in the order on our part
2.3 General exclusions - NO return possible for:
- Change of mind
- Wrong order by customer
- Products that are no longer sealed
- Products that have been used, tested, or damaged by the customer
- Products outside the return period
- Products made to order or specially imported
- Sale or outlet products (unless defective)
3. Reporting periods
3.1 Visible defects:
- Must be reported upon delivery on the waybill
- Written confirmation within 24 hours to info.center.osinternational@gmail.com
- With photos of the 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 a detailed description and evidence
3.3 Incorrect delivery:
- Report within 3 business days after receipt
- Products must be unopened and in original condition
3.4 Late reporting leads to forfeiture of the right of return.
4. Return procedure
Step 1: Report
- Send an email to info.center.osinternational@gmail.com 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 assesses the report within 3-5 business days
- You will receive an RMA number (Return Merchandise Authorization) if approved
- Or a reasoned rejection if not approved
Step 3: Return shipment
- Return ONLY after receipt of RMA number
- Clearly state the RMA number on the shipment
- Pack products securely in the original packaging
- Products must be unused, unopened, and saleable
Step 4: Inspection
- We inspect returned products within 7 business days after receipt
- Upon approval, a credit note or replacement follows
IMPORTANT: Returns without an RMA number will be refused and returned at the customer's expense.
5. Return costs
5.1 Defects/incorrect delivery (error by Scentiva):
- Return costs fully borne by Scentiva Wholesale
- We arrange collection or send a return label
5.2 Other cases (error by customer):
- Return costs fully borne by the customer
- Restocking fee of 25% of the order value
- Minimum €100 administrative costs
5.3 Refused returns:
- Costs for return to customer: borne by customer
6. Return processing time
6.1 After approval of the return:
- Replacement: shipment within 5-10 business days (depending on stock)
- Credit note: issued within 7 business days after approval
- Refund: processed within 14 days after credit note
6.2 Refunds are made via the same payment method as the original payment.
7. Replacement or credit
7.1 For approved returns, you can choose from:
- Replacement: Identical product is sent (if in stock)
- Credit note: Credit note for future purchases
- Refund: Refund of the purchase price (only for our defects/errors)
7.2 Shipping costs are only refunded if the return is the result of our error.
8. Non-returnable products
The following products CANNOT be returned:
8.1 Opened or used products (for 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 whose seal has been broken
8.6 Products older than 6 months after purchase
8.7 Products damaged by improper use, storage, or transport after delivery
9. Partial returns
9.1 Partial returns are possible (e.g., 10 units from an order of 100 units)
9.2 The credit is proportional to the returned quantity
9.3 Shipping costs are not partially refunded
10. Order cancellation
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 shipment:
- Cancellation not possible
- Return procedure according to this policy applies
10.3 Products made to 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 for EXW delivery (unless transport insurance is arranged through us)
- Carrier if insurance has been taken out
11.2 Procedure:
- Report damage immediately on the waybill
- File a claim with the carrier within 24 hours
- Take photos of the damage and packaging
- File a claim with the transport insurance
11.3 Scentiva Wholesale will assist with the required documentation.
12. Complaint handling
12.1 We aim for a solution within 10 business days after reporting.
12.2 In complex cases, this may be extended to 21 days.
12.3 You will be proactively informed about the progress.
12.4 In case of disagreement about the return:
- First, consultation between both parties
- If necessary, external assessment by an independent expert
- Costs of the external expert will be shared, unless one party is clearly at fault
13. Warranty
13.1 See article 11 of our General Terms and Conditions for full warranty provisions.
13.2 Warranty period: 6 months after delivery (or until the best-before date if shorter).
13.3 Warranty only covers manufacturing defects, not normal wear and tear or improper use.
14. Exceptions and goodwill
14.1 In exceptional cases, Scentiva Wholesale may deviate from this policy on a goodwill basis.
14.2 Decisions on this are at the discretion of management and do not create a precedent.
14.3 Goodwill requests can be submitted via info.center.osinternational@gmail.com with a motivation.
15. Contact for returns
For all return questions and RMA requests:
O.S. International B.V. (Scentiva Wholesale)
Phone: +3197010277755
Email: info.center.osinternational@gmail.com
Address: Kalsdonksestraat 79, 4702 ZB Roosendaal, Netherlands