Return policy

Last updated: 27 October 2026

At Inscentive, we strive for high-quality products and an excellent customer experience. We therefore ask our customers to handle the delivered products with care.

The return policy below describes the conditions for returning products purchased from Inscentive.

01 – Right of withdrawal for consumers

When you purchase a product online as a consumer, you are in principle entitled to withdraw from the purchase within 14 calendar days of receiving your order, without giving any reason.

To exercise this right, you must inform Inscentive of your decision to withdraw from the purchase within this period.

You can do so by email to amy@inscentive.eu, by means of an unequivocal written statement or via the withdrawal function on our website.

After notifying us, you have a further 14 calendar days to return the goods.

02 – Condition of returned products

We ask that products be handled with care and preferably returned in their original packaging, including all accessories, manuals and supplied parts.

The following points apply to our fragrance devices:

The device must not show any damage, visible signs of use or unnecessary wear.
Protective films, protective seals and safety seals should preferably remain intact.
The device must not have been used for an extended period or deployed professionally.
The device must be packed safely and carefully for return transport.

For clearly used devices or devices whose protective seals have been removed, Inscentive reserves the right to charge for a demonstrable reduction in value where handling has gone beyond what is necessary to establish the nature, characteristics and functioning of the device.

For consumer purchases, removing a protective seal does not automatically result in the loss of the statutory right of withdrawal.

03 – Fragrance liquids and sealed products

We ask that fragrance liquids be returned unopened, unused and with the safety seal intact.

If a fragrance liquid has been opened, used, consumed or mixed, this may result in a reduction in value.

For products that, under the applicable legislation, are not suitable for return for reasons of health protection or hygiene, the right of withdrawal may lapse if the seal has been broken after delivery.

A statutory exception to the right of withdrawal may also apply to products made to the customer's specifications or clearly personalised.

These exceptions are applied only when the statutory conditions are met.

04 – Business purchases (B2B)

Purchases by companies, self-employed persons and professional customers are not subject to an automatic statutory 14-day right of withdrawal.

Business return requests are accepted only with Inscentive's prior written consent.

The following conditions apply to voluntarily accepted business returns:

The product is completely unused and undamaged.
All protective seals and safety seals are intact.
The product is returned complete, including all accessories.
The product is in its original packaging.

For business purchases, returns of clearly used devices or devices whose protective seals have been removed are not accepted, unless otherwise agreed in writing or where mandatory legal provisions require otherwise.

05 – Return procedure

Would you like to return a product? Please contact us at amy@inscentive.eu.

Please include:

Your name and order number.
The product you wish to return.
Optionally, the reason for the return, although this is not required for the statutory right of withdrawal.

Where necessary, we will send you further instructions for a safe return.

Return address:
Inscentive BV
Smedenstraat 8
8300 Knokke
Belgium

Returns must be packed carefully and with sufficient protection to avoid transport damage.

06 – Return shipping costs

In the event of withdrawal by a consumer, the direct costs of returning the goods are borne by the customer, unless Inscentive has expressly stated otherwise or the law provides otherwise.

For business returns, any transport costs and other applicable conditions are agreed in advance.

07 – Refund

When a consumer validly exercises the right of withdrawal, Inscentive will refund the amounts received, including the cost of the cheapest standard delivery offered.

Any additional costs for a more expensive, expressly chosen delivery method are not refunded.

The refund is made within 14 calendar days of our being informed of the withdrawal. We may withhold the refund until we have received the returned goods or until the customer has provided proof that they have been sent back, whichever is the earlier.

The refund is made using the same means of payment as the original payment, unless expressly agreed otherwise.

Any reduction in value permitted by law may be charged.

08 – Damaged or defective products

If you receive a damaged or defective product, please contact us as soon as possible at amy@inscentive.eu.

Please state your order number and, if possible, add photos of the damage or a description of the defect.

Inscentive will investigate the situation and offer a suitable solution in accordance with the applicable statutory warranty conditions.

This return policy does not affect consumers' statutory warranty rights or other mandatory legal provisions.

09 – Rental devices

For fragrance devices provided under a rental agreement, the provisions of the separate rental agreement apply.

That agreement governs the conditions for return, damage, loss and termination of the agreement.

10 – Contact details

Inscentive BV
Smedenstraat 8
8300 Knokke
Belgium
Company number: BE 1039.060.337
Email: amy@inscentive.eu
Website: www.inscentive.eu

Model withdrawal form

Only complete and return this form if you, as a consumer, wish to withdraw from the contract. You may also communicate your decision in another unequivocal manner.

To: Inscentive BV, Smedenstraat 8, 8300 Knokke, Belgium
Email: amy@inscentive.eu

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s): ..........................................
Ordered on: ..........................................
Received on: ..........................................
Name of consumer: ..........................................
Address of consumer: ..........................................
Date: ..........................................
Signature (only if submitted on paper): ..........................................