How to handle returns that violate store policy on smells?

Shopify Discussion

Topic summary

Main issue: A new boutique owner received returned dresses that smelled strongly of perfume, violating a store policy requiring returns to be odor-free.

Policy/impact: Because scented items cannot be resold, these returns create a financial loss risk. The owner is worried about enforcing the policy versus avoiding bad reviews, which is especially sensitive for a new business.

Incidents: One dress was delivered and a return was initiated two days later but arrived heavily perfumed; the other case is described as a longer story, with a similar scent issue.

Request: Advice on how to handle such returns and communicate with customers when items arrive with smells that breach policy.

Evidence/attachments: None provided; no photos or documentation mentioned.

Outcome/status: No decisions or actions recorded yet. The discussion remains open with key questions unanswered.

Summarized with AI on January 12. AI used: gpt-5.
1

I was hoping for advice. I have recently had dresses returned because the customers did not like them on themselves. When they have been returned the dresses absolutely smell of perfume. My store policy is returns should have no smells. I could not resell these dresses to any other customers.

Does anyone have any advice on what to do? I am only a new business and bad reviews would be not good but either is the loss?

Thanks for your time.

One of the dresses was delivered and entered 2 days later for return so I can not really figure how it smelled so bad of perfume. Its a longer story for the other dress.