Refund policy
Returns
We understand that sometimes a product may not meet your expectations, whether it's a scent or a diffuser. That’s why we offer a hassle-free 21-day money-back guarantee on all orders.
Eligibility for Returning Your Item
- Items must be unused.
- A return request must be raised within 21 days of delivery.
- Items must be returned in their original packaging.
- Please attach a photo of the product and its packaging when requesting a return.
- Returns sent without prior approval will not be accepted.
Important:
- Securely package your return to prevent damage during transit.
- Arozen is not responsible for lost or damaged return packages.
- Some returns may be subject to a 20% restocking fee if the item does not meet return criteria.
- Return shipping costs are the responsibility of the customer.
- Original shipping charges are non-refundable.
To initiate a return please visit our returns page
Damages, Issues, and Faulty Products
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so we can resolve the issue promptly.
If the product you receive is faulty, we will replace it at no cost to you within the 12 month warranty period.
Please note: Warranty covers device failures due to manufacturing faults only. It does not cover accidental damage or damage caused by improper use.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once your return is approved, you can place a new order for the desired item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, we will process the refund to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@arozen.com.au.