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Refund Policy

Last updated: September 2026

We want your Zhithera diffuser and oils to fit naturally into your everyday scent routine. If an order is not right, our team can help. Here you will find the return conditions, steps to request support, shipping responsibilities and refund timings.

This policy applies to orders placed directly at zhithera.shop. For purchases from a reseller or marketplace, contact the seller you bought from so they can assist under the terms of that purchase.

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

You may request a return for a Zhithera diffuser or accessory when all of these conditions are met:

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. Its character and intensity can vary with the oil, room size, ventilation and diffuser setting. A scent preference is not a product fault. Please read the scent description before opening a bottle; unopened oils remain subject to the return conditions above.
Normal wear. Cartridges and their micro-mesh components are consumable parts. Normal wear and reduced performance from use are not covered by the device warranty. If an unused cartridge arrives leaking, with a damaged seal or unable to diffuse, contact us within 15 days of delivery.
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 atomize 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.
The payment handling fee shown at checkout is charged by the payment provider when you pay and is not returned to us when a refund is made, so it is not refundable. Refunds cover the items and any eligible shipping charge.
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 until it enters fulfillment; you are refunded in full except the payment handling fee. Email us with your order number as soon as possible. Once an order has been dispatched it cannot be canceled in transit; please use the return process above after it arrives.

Warranty

Zhithera diffusers and charging bases are covered by our 365-day replacement service from delivery for confirmed manufacturing or material defects under normal use. For an eligible fault, we replace the affected device or charging base rather than requiring you to wait for a repair. Please keep your order confirmation as proof of purchase. Oils, cartridges and micro-mesh wear are excluded, except for arrival defects described above.

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 authorized 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 authorized 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.