Privacy Policy

GENERAL TERMS AND CONDITIONS (Scents bv – CBE no. 0477.039.169 )

  1. Application.

Our general conditions are, except for written derogation, integrally applicable to all quotations issued by us, accepted orders and to all concluded contracts of any kind and to the exclusion of the customer’s general conditions.

Insofar as our quotations or orders accepted by us or contracts concluded by us deviate in any special conditions from certain clauses of these general terms and conditions, the remaining provisions of our general terms and conditions shall continue to apply in full. All prices quoted by us are excl. btw.

  1. Delivery time.

The term of delivery specified by us is indicative. Exceeding this deadline does not entitle the customer to any compensation or any right to rescind the agreement solely on this ground. We are entitled to deliver orders in parts.

  1. Acceptance of delivered goods.

Acceptance of delivery covers visible defects. All other defects must be communicated to us in writing within 5 days of determination. We do not accept complaints in case the customer has processed, altered, partially consumed or made adjustments to the delivered goods himself or by third parties.

  1. Order cancellation.

Once the goods have been delivered, the order/purchase cannot be cancelled. In the event that the customer cancels the order before delivery, it owes us compensation of 35% on the order or the cancelled part of it.

  1. Payment.

All of our invoices are payable no later than the due date as indicated on the invoice or failing that no later than 30 days from the date of invoice.

In case of late payment of an invoice, we are entitled to suspend our contractual obligations and further deliveries or execution of new orders until payment of all invoices due, without being liable for any compensation of any kind.

Failure to pay any invoice on the due date shall entitle us to terminate all existing agreements in their entirety, or for the part not yet performed, without prior judicial intervention and by simple notification and without us being liable for any compensation. At that time, we are entitled to collect all our materials from the customer.

If an invoice is not paid on the due date, the customer shall automatically and without any prior notice of default owe a conventional late payment interest equal to 10% per year from the invoice date. In addition, the client shall be liable by operation of law and without prior notice of default to pay liquidated damages of 10% of the total invoice amount.

In the event of late payment, all (partial) payments in accordance with art. 1254 B.W. shall be allocated first to the accrued negligence interest and only then to the principal sum. Payments are always allocated to the oldest outstanding invoice regardless of which invoice the customer allocates payment to.

 

If one invoice is not paid on time, all other invoices not yet due will become immediately payable by operation of law and without prior notice. Even in the event of termination of the agreement, all invoices still due shall become immediately payable.

  1. Retention of title.

Notwithstanding art. 1583 of the Civil Code, the goods sold and delivered remain our exclusive property until full payment.

  1. End of Agreement.

Our agreements are considered dissolved by operation of law in the event of the customer’s bankruptcy. In the event that the customer invokes the provisions of the Judicial Reorganization Procedure (GRP), we are entitled to rescind the contract without prior judicial intervention in the event that the customer undoes its contractual default within 15 days of being served with a notice of default by us (Art. XX 56 WER).

  1. Warranty.

In the case of purchased goods, the warranty period and warranty conditions are always limited to those of the manufacturer of the goods supplied by us.

  1. Special conditions in case of rental (All-in rent formula) of a fragrance appliance (diffuser).

9.1. After signing the order and from the installation / commissioning of the fragrance appliance, the customer has a trial period of 30 days and the customer may, by written notification to the e-mail address [email protected] within the following 5 working days, indicate not to continue the agreement and the fragrance appliance must be returned to us within the following 5 working days. Failing return, the customer is deemed to have purchased the device at the price stated on the order.

9.2. In the event that the customer does not indicate that he/she does not wish to continue the rental, the rental agreement is deemed to be concluded for a fixed period of 2 years. After that period, the customer may terminate the agreement at any time via notification by mail as under Art. 9.1. provided a notice period of 3 months effective the1st of the month following the notice.

Scents is entitled to terminate the agreement after 2 years subject to 6 months’ notice before the end of the rental period. Scents is equally entitled to terminate the rental agreement unilaterally and without prior judicial intervention in case of non-payment of an invoice.

9.4. The monthly fixed rental fee includes installation, programming and rental of the fragrance appliance and includes the cost of fragrance consumption but is limited to the number of fragrance bottles needed for a normal use of 8 hours per day and 6 days per week as set by us at the initial programming. If the number of fragrance bottles is exceeded, the additional bottles will be charged at the then current price.

Scents guarantees the proper functioning of the fragrance appliance (minimum 4 maintenance visits per year) and the presence of sufficient fragrance bottles or their filling in function of the programmed consumption. Scents guarantees replacement of a defective device within 3 business days of notification of defect.

The rental amount shall be adjusted on January 1 of each year according to the consumer price index without the possibility of the rental amount being less than at the beginning of the agreement.

At the start of the rental agreement, the customer will be charged a deposit of 2 months’ rent. This will be refunded to the customer at the end of the cooperation to the extent and as soon as the fragrance appliance is returned to us in good condition and functioning and the customer has paid all invoices. Scents thus has the right to proceed to compensation.

In the event that the fragrance device is not returned by the customer, the customer will be deemed to have purchased the fragrance device at the price stated in the order.

Rent amounts are settled quarterly.

For the entire duration of the agreement between the parties, the customer guarantees the security and preservation of the material provided by us.

In case of theft, irreparable damage by the customer or by third parties or the loss of our fragrance appliance, the customer will have to reimburse it in new value calculated at the price stated in the order. In case of repairable damage, the customer will have to reimburse the repair costs at cost price more a loss compensation of 25%.

Current general terms and conditions otherwise remain in full force and effect.

  1. Special conditions in case of maintenance (Maintenance formula) with a fragrance appliance (diffuser) purchased by the customer.

10.1. By default, the maintenance agreement is concluded for a fixed period of minimum 2 years. After that period, the customer may terminate the agreement at any time via notification by mail subject to a notice period of 3 months starting on the1st of the month following the notification.

Scents is entitled to terminate the agreement after 2 years subject to 6 months notice before the end of the period. Scents is equally entitled to terminate the Agreement unilaterally and without prior judicial intervention in the event of non-payment of an invoice.

10.2. The monthly flat fee includes installation, programming and maintenance of the purchased fragrance appliance and does not include the cost of fragrance consumption. Fragrance consumption, as refilled per maintenance visit by Scents, is charged separately on the quarterly invoice. The rate of fragrance consumption is in accordance with the selling price of fragrance bottles that Scents is currently using.

Scents guarantees the proper operation of the fragrance device and the presence of sufficient fragrance bottles or filling thereof according to the programmed consumption. Scents guarantees replacement of a defective device within 3 business days of notification of defect.

Billing is done quarterly, each time at the end of the quarter.

For the entire duration of the agreement between the parties, the customer guarantees the security and preservation of the material provided by us.

Current general terms and conditions otherwise remain in full force and effect.

 

  1. Contractual Lien.

The customer acknowledges that our claims arising from the contractual relationship with the customer are fully secured by a general lien on all of its existing and future

claims against third parties and this regardless of their nature.

  1. Jurisdiction and applicable law.

All our agreements are governed exclusively by Belgian law. The parties expressly agree to exclude the provisions of the Vienna Sales Convention between them.

All disputes arising from the agreement between the parties are within the exclusive jurisdiction of the courts of the judicial district of Antwerp, Antwerp Division.

Return Policy

When do I report a return?

  • In case of wrong delivery
  • In case of product failure
  • For returning a rented product

When can I have a repair done?

  • When your fragrance appliance no longer emits fragrance
  • When your device makes more noise than normal
  • If the fragrance bottle leaks into the unit
  • If we cannot fix the problem over the phone

How do I report a return or repair?

You must notify your return/repair in advance by mail to
[email protected]
 or by phone at +32 3 233 66 16.

You can register your return within 14 days of receiving the product. After this, you get another 21 days to return your product for free. In consultation with Scents, you may opt from any of these three options:

  • Exchange your product free of charge for another product with the same retail value
  • Return your product for free and get your money refunded
  • Getting your product repaired

To receive a full refund, it is important to return your product in its original condition and undamaged.

Do you repair my product at home or do I have to send it? What are the terms of repair?

Send via Bpost:
You can always send your device via Bpost, we will provide you with a return label by e-mail. We provide a prompt repair so you can quickly enjoy your fragrance experience again.

May we ask you to send the device within 21 days, after the damage is determined. This keeps the transportation cost incl. the repair cost unchanged.

In case of later receipt, we unfortunately have to charge an additional 10,00€ planning fee.

If the device is still within the 2-year warranty for manufacturing defects, the repair is completely free of charge. If out of warranty, the standard repair cost (inner mechanical & electronic repair) is 90,00€ excl.VAT (or 45,00€ for Scenti, Sensi & AS250 devices). For this, you then have another as good as new device.

Still prefer an on-site repair?
For an additional cost of 60.00€ excl. BTW our technicians will come on site to make the repair, we always make an appointment for this. Please note; not every defect can be repaired on site.

What do I pay attention to when returning my device?

To receive the device in correct condition, please follow the following steps carefully:

  • Take a picture of the device before returning it. Save this photo or send it in advance by mail.
    In the absence of photo, Scents assumes that the external characteristics of the unit when packed by the customer & unpacked by Scents are the same.
  • Remove the fragrance bottle from the unit, this is to prevent damage & leakage during transportation.
  • Pack the device properly and securely (e.g., with newspaper, padding or the like. The unit should not have any slack in the box)
  • Stick the return label on the box(mailed by Scents).
  • Also stick the sticker

    “Fragile


    on the box.
  • Bring the parcel in to a Bpost point
    You will then receive a track & trace link via Bpost.
  • Please keep your shipping receipt until your return has been processed by us.
    !!! see last page for Bpost’s official guidelines !!!

How long does a repair take?

We strive to repair your device within 7 days.

When we resend this to you, you will receive a track & trace link by email via Bpost.

Can I try a product at home?

Yes, you may try your product as you would in the store.
Don’t like the product? Then you can return it within 14 days. However, it is important to return your product in its original condition and packaging. That way we can make someone else happy with it.

How soon will I be refunded after returning?

Once we have processed your return, we will refund you within 14 business days.

What if I received the wrong product?

Ugh, that’s not the point. Report this via email
[email protected]
 and we’ll make sure you get the right products delivered quickly.

 

Why will I get less money back for my returned product?

If so, your product was probably not returned in its original condition. In that case, we determine what the depreciation is based on the condition of the device.

The final amount you receive is determined by:

  • The depreciation of the product. It is based on three factors:
  • Product damage
  • Damage to packaging
  • Product completeness

Will you repair my product or get me a new one?

If your product does not break down due to your own actions and within 30 days of purchase, you will simply get a new one. Does your product break down after that? Then we will repair your product. You always have a 2-year warranty on fixed parts of the fragrance appliances you purchase.

What warranty do I have on fragrance appliances?

You get a standard 2-year warranty against manufacturing defects on all fragrance appliances.

Is my repair free of charge?

  • Free repair for manufacturing defect:
    If your product breaks down within the 2-year warranty period due to a manufacturing defect, the repair is free of charge.
  • Paid repair at:
    • User damage:
      When the defect is due to your own fault, it is called user damage. This is not covered by the manufacturer’s warranty.
    • When your device is out of the 2-year warranty period.

When does my product have user damage?

If your product stops working properly due to misuse. A repairman will examine your device to determine how the defect occurred and whether the repair is covered by the manufacturer’s warranty. If you want to have user damage repaired, we will charge the repair cost.

Examples of misuse:

  • Spilling liquids over the device
  • Device knocked over or dropped
  • Geurfles incorrectly turned in the unit
  • The device incl. lay fragrance bottle flat and transport it this way. The unit should always be transported standing, excl. the fragrance bottle. This will prevent leakage.

Delivery:

You will receive a track & trace link from Bpost, it is the customer’s responsibility to properly track the receipt of the package. If you did not receive the package or received it damaged, please email us within 3 days. For subsequent reports, we can no longer take responsibility because the valid deadline for complaint handling with Bpost has expired.

 

Bpost guidelines: wrapping your package safe and sound

Be sure to follow these guidelines, established by Bpost, to get your package to Scents in good condition