Twin Scents Customer Support
Returns & Exchanges
At Twin Scents, we want you to feel confident trying your fragrance. That’s why eligible orders are covered by our 30-Day Scent Guarantee.
30-Day Scent Guarantee
Try your fragrance at home.
You may open and lightly test your Twin Scents fragrance before deciding whether it’s right for you. If you don’t love the scent, contact us within 30 days of delivery.
To qualify:
- The fragrance must have no more than approximately 10 sprays used.
- The bottle, cap, and original packaging must be returned in good condition.
- The product must not show signs of excessive use, misuse, or damage.
- You must provide your order number or proof of purchase.
- The return request must be submitted within 30 days of delivery.
Fragrances that have been significantly used or appear to have more than approximately 10 sprays missing are not eligible under the 30-Day Scent Guarantee.
If You Don't Like the Scent
We understand that fragrance is personal.
If the fragrance simply isn't the right scent for you, an eligible return may be exchanged for another Twin Scents fragrance or issued as Twin Scents store credit.
Cash refunds are not generally provided for opened fragrances returned because of scent preference.
Unopened Products
Eligible products that are unopened, unused, and returned in their original condition may qualify for a refund to the original payment method if the return is approved.
Original shipping charges are non-refundable.
Exchanges
Want to try a different scent? Eligible fragrances covered by our 30-Day Scent Guarantee may be exchanged for another Twin Scents fragrance.
If there is a price difference between products, you may be responsible for the difference.
Wrong Item Received
If we sent you the wrong fragrance, size, or product, contact us as soon as possible.
We may request photos of:
- The item you received
- The packaging
- The shipping label
- Your order information
Once verified, we will work with you to provide the correct item at no additional cost.
Damaged, Leaking, or Defective Items
If your order arrives damaged, leaking, broken, or defective, contact us within 7 days of delivery.
Please provide clear photos or video showing the issue.
Once the issue is verified, Twin Scents may offer a:
- Replacement
- Refund
- Store credit
The resolution will depend on the circumstances of the order.
Return Shipping
For scent-preference returns or other returns that are not caused by an error from Twin Scents, the customer is responsible for return shipping costs.
If Twin Scents sent the wrong item or your product arrived damaged or defective, we will work with you on the appropriate replacement or return solution.
Refunds
If a refund is approved, it will be issued to the original payment method after the returned product has been received and inspected.
Please allow additional processing time for your bank or payment provider to post the refund.
Original shipping charges are generally non-refundable unless the return resulted from an error by Twin Scents.
Store Credit
Approved store credit will be issued for use toward a future purchase from Twin Scents.
Store credit cannot be exchanged for cash.
Final Sale Items
Items specifically marked Final Sale may not be eligible for returns or exchanges unless they arrive damaged, defective, or incorrect.
How to Start a Return or Exchange
Contact Twin Scents Customer Support and provide:
- Your order number
- The email used for the order
- The fragrance you want to return or exchange
- The reason for your request
- Photos or video if there is an issue with the product
Please do not ship a product back without receiving return instructions from Twin Scents first.
Start a Return or Exchange