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Refund Policy

Last updated: September 2026

Every diffuser and every bottle of oil leaves us only after inspection. If something is not right, the way back should be simple. This policy explains what can be returned, how to start a return, who pays return shipping, and when and how refunds are issued.

It applies to purchases made directly through zhithera.shop. Orders placed through resellers or marketplaces follow that seller’s own policy.

Item	Return window	Condition	Return shipping
Diffusers and accessories	30 days from delivery	Unused, original packaging, all parts included	Buyer pays, unless the item is faulty or we sent the wrong item
Unopened oils and cartridges	30 days from delivery	Factory seal intact	Buyer pays, unless faulty or wrong item
Opened oils and cartridges	Not returnable	Sealed consumable goods	—
Damaged, defective or wrong item	Report within 15 days of delivery	Photos or video required	We pay

Return Window

You may request a return within 30 days of delivery. The delivery date is the date recorded by the carrier at the final handover. Requests made after 30 days fall outside this policy, although a device that develops a fault later may still be covered by the warranty below.

What Can Be Returned

A Zhithera diffuser (D1, D1 mini and other devices in the range) or accessory can be returned when all of the following are true:

The request is made within 30 days of delivery.
The device is unused, or has only been inspected and test-fitted.
It is in its original packaging with all cables, adapters, manuals and inserts.
It is in resalable condition.

Unopened essential oils, fragrance oils and cartridges with the factory seal intact can be returned on the same terms.

What Cannot Be Returned

Opened consumables. Essential oils, fragrance oils, refill cartridges and oil reservoirs are sealed consumable goods. For hygiene and product-integrity reasons they cannot be returned or exchanged once opened, installed, activated or used.
Used devices. A diffuser draws oil through a sealed flow path, so we cannot accept devices with oil residue, signs of use, impact damage, liquid ingress, disassembly or modification, or with missing accessories or packaging.
Scent preference. Scent is personal and varies from room to room. A fragrance that does not suit your taste is not a fault. If you are trying a new profile, start with a smaller size.
Normal wear. The micro-mesh in each cartridge wears gradually with use and is designed to be replaced. Reduced mist output after extended use is normal consumption, not a defect.
Gift cards, digital items and bulk or wholesale orders placed under separate terms.

Damaged, Defective or Wrong Items

If an item arrives damaged, does not work, or is not what you ordered, contact us within 15 days of delivery with your order number and clear photos or a short video. For consumables, defects include leakage on arrival, damaged seals, and failure to atomise before first use.

After review we will send a replacement or issue a full refund, and we cover the return shipping if the item needs to come back. If a parcel arrives visibly damaged, photograph the outer box before opening it where possible.

How to Start a Return

Email [email protected] with your order number, the product name, the reason for the return, and photos or video where relevant.
We reply within 2 business days with approval and return instructions. Return addresses differ by warehouse and destination, so please wait for ours.
Pack the item securely in its original packaging and use a tracked service. Keep the tracking number until your refund is confirmed.

Returns sent without prior approval, or to an address we did not provide, may not be accepted.

Return Shipping Costs

You pay return shipping for a change of mind, an incorrect purchase or a scent preference. The original shipping charge is not refunded in these cases.
We pay return shipping when the item arrived damaged, is defective, is the wrong item, or a fault is confirmed under warranty.
We cannot refund a return that is lost or damaged on its way back to us, which is why we ask you to use a tracked service.

Refunds

Refunds go to the original payment method. We do not issue refunds to a different card or account.
We inspect returned goods within 3 business days of arrival and issue the refund the same day the inspection passes.
Banks and payment providers usually take a further 5–10 business days to show the funds on your statement.
If a refund is partial, for example because an accessory is missing, we tell you the amount and the reason before processing it.
Exchanges are handled as a return plus a new order, so you are never waiting on stock.

Cancellations

You can cancel an order at no cost until it enters fulfilment. Email us with your order number as soon as possible. Once an order has been dispatched it cannot be cancelled in transit; please use the return process above after it arrives.

Warranty

Zhithera diffusers carry a 12-month warranty from the date of delivery against manufacturing and material defects under normal household use.

Covered

The device does not power on, or cannot be switched on or off.
Indicator or ambient lighting does not illuminate.
No mist is produced with an unused cartridge fitted.
Oil leaks from a cartridge that has not been refilled.

Not covered

Oil reservoirs, cartridges and oils, which are consumables.
Impact, drops, crushing or liquid ingress.
Disassembly, modification, or repair outside our authorised service.
Damage from third-party oils or cartridges not supplied by Zhithera.
Cosmetic wear that does not affect operation, or damage from oil left in prolonged contact with the housing.
Products without valid proof of purchase from zhithera.shop or an authorised channel.

Your Statutory Rights

Nothing in this policy limits the rights you have under the consumer law that applies where you live. Where local law gives you a longer cancellation or return period than the one described here, the longer period applies.