If you’re not 100% satisfied with one of your 5Luxe Scents Co. products, we would love to help make that right! Please contact our Customer Care team at admin@5luxescents.com within 3 days of receiving your order from 5Luxe Scents Co. online store or our physical store and we’ll help get the process started. We require proof of purchase (e.g your order number, order confirmation email, or store receipt)

To better assistance, please include your order number followed by the request in the subject line, for example:

  • #XXXXX – Exchange Request
  • #XXXXX – Return Request
Return & Exchange Policy

You may return and exchange the product(s) provided that: 

  1. the customer receives an order with a missing item(s) or defective condition due to 5Luxe Scents Co. error; or,
  2. wrong product received which is different from the order was made; or,
  3. item(s) must be unused and returned in its original packaging.

Exchanges will NOT be entertained if the item(s);

  1. item(s) already been used and not in its original condition; or,
  2. limited edition item(s), discontinued, sale items, and purchases made with discount coupons; or,
  3. Please note that any order purchased from Shopee is not under 5Luxe Scents Co.’s responsibility.

IMPORTANT NOTE: Customers will be responsible for the cost of arrangement and shipment to the address below

5Luxe Scents Co. HQ
Monday – Friday (10AM – 5PM)
No. 42-1, Jalan Eco Forest 6/1C, Eco Forest 43500 Semenyih, Selangor, Malaysia
Contact: +603 7800 0515 

*We would encourage customers to use a reliable courier service with a registered tracking code to prevent loss of goods or breakage.

Refund Policy

All refunds will be processed into its original payment. Customers will get their full refund in the event of;

1. The order is cancelled within 24 hours of purchase or prior to shipment.
2. The customer receives a parcel with a missing item(s), faulty item(s) due to 5Luxe Scents Co.’s error.
3. Item(s) are out of stock.

Partial refunds will be granted (if applicable);
Any item(s) that are not in its original condition, damaged, or partly missing is NOT due to 5Luxe Scent’s error.

The item damaged due to courier

Any damage to the item delivered by courier must be reported to 5Luxe Scents Co. within 24 hours upon receiving. 5Luxe Scents Co. will not entertain any claims submitted by customers if the complaints or claims are made after 24 hours of receiving.

Please provide all the following information if you receive the damaged goods:

1. copy of your order number (online store).
2. photo of product damage.
3. photo of parcel/box with a fragile sticker that you received.
4. photo of product packaging (with bubble wrap).

The damaged item need to return to the address below,

5Luxe Scents Co. HQ
Monday – Friday (10AM – 5PM)
No. 42-1, Jalan Eco Forest 6/1C, Eco Forest 43500 Semenyih, Selangor, Malaysia
Contact: +603 7800 0515 

once your return is received and inspected, we will send you an email to notify you that we have received your return parcel item. we will also notify you of the approval or rejection of your refund. if your refund is approved, then you will need to provide us with the number of your bank account for us to process the refund. 

Please be sure to contact us within 24 hours of receiving your order.