Refund policy
Return + Exchange Policy
At essence 365, we take pride in the quality and craftsmanship of our reed diffusers. Each one is carefully handmade, and while we do our best to ensure perfection, slight variations including colour variations can occur. Your satisfaction is important to us, and we’re here to help if something isn’t quite right with your order.
If your reed diffuser arrives damaged or is not what you expected, please read the policy below or contact us directly at essence.365.sales@gmail.com . Be sure to include your order number in your message so we can assist you promptly.
Returns
To initiate a return, please contact us within 7 business days of receiving your diffuser or refill.
Unfortunately, if more than 7 days have passed since your delivery, we are unable to offer a refund or exchange. To be eligible for a return, your item must be unused and in its original condition, unless it was damaged during shipping. If your product was damaged, please take clear photos of the issue as soon as you open the packaging.
Items returned that are not in their original condition, or are damaged for reasons not related to our error, will not be accepted. If you’ve simply changed your mind, we’re happy to offer a refund within the 7-day period—but return shipping costs will be at your expense.
Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund. If approved, your refund will be processed within 5 business days.
Exchanges
We will happily replace reed diffusers if they are defective or damaged. If you need to arrange an exchange, please contact us at essence.365.sales@gmail.com as soon as possible after receiving your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at essence.365.sales@gmail.com.