Last updated: August 20, 2026
At Royal Scent, we strive to provide exceptional products and a seamless shopping experience for all our customers. However, we recognize that there may be rare occasions where things do not go as planned. We take all feedback and complaints very seriously. This Complaints Policy outlines our commitment to addressing your concerns promptly, fairly, and transparently, ensuring that every issue is resolved to the highest possible standard.
Our Commitment to You
We view complaints as an opportunity to learn, improve, and elevate our customer service standards. When you contact us with a grievance, our support team pledges to:
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Treat you with courtesy, empathy, and professional respect at all times.
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Listen carefully to your perspective and investigate the matter thoroughly.
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Handle your complaint confidentially and in accordance with applicable data protection regulations.
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Provide a clear, honest explanation of what went wrong and what steps we are taking to put it right.
Types of Complaints We Handle
We accept and review complaints related to all aspects of our business operations on royalscent.shop, including but not limited to:
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Product Quality: Issues regarding damaged items, manufacturing faults, or discrepancies in product performance.
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Delivery and Shipping: Significant delays, lost parcels, or problems encountered with third-party delivery carriers.
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Customer Service: Dissatisfaction with the conduct, responsiveness, or assistance provided by our support representatives.
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Orders and Billing: Errors related to pricing, payment processing, promotional codes, or incorrect item fulfillment.
How to Submit a Complaint
If you encounter an issue that requires our formal attention, we encourage you to contact us as soon as possible. To help us investigate and resolve your issue quickly, please include the following details in your communication:
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Your full name and contact information (email address and phone number).
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Your specific order number (if applicable).
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A detailed description of the issue or grievance.
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Supporting evidence, such as photographs (especially required for damaged, faulty, or incorrect items) or relevant screenshots.
You can reach our dedicated complaints and support team via email:
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Email: support@royalscent.shop
Our Complaint Resolution Process
Once your complaint is submitted, we follow a structured procedure to ensure a fair and timely resolution:
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Acknowledgment: We will acknowledge receipt of your complaint within 24 to 48 business hours, providing you with a reference confirmation.
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Investigation: Our customer relations team will review your case, examine order histories, and consult with our fulfillment or logistics partners if necessary.
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Resolution Proposal: We aim to investigate and resolve most complaints within 3 to 5 working days. Depending on the situation, a resolution may include a replacement item, a full or partial refund, store credit, or an explanation of corrective actions taken.
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Escalation: If you are not satisfied with the initial proposed resolution, you can request to escalate the matter to a senior manager for a secondary review.
Continuous Improvement
Every complaint logged by our team is analyzed to identify underlying operational issues. By monitoring feedback trends, we continuously refine our packing processes, shipping methods, and product checks to prevent similar issues from happening in the future, ensuring a better experience for all Royal Scent customers.