Refund policy

Last updated: 2 November 2026

At a glance

  • Changed your mind? Start a return within 14 days of delivery.
  • Diffusers come back in like-new condition, in their original packaging, with every part. Fragrance oils come back unopened and sealed.
  • Opened fragrance oils, including opened sample sets, can't be returned unless they arrived damaged, faulty or not what you ordered.
  • You pay return shipping on a change-of-mind return. We pay it when an item arrived damaged, faulty or wrong.
  • No restocking fee.
  • If a diffuser develops a fault after that, our 1-year warranty covers it.

What you can return

  • Ensō and Ensō Mini diffusers, within 14 days of delivery, in like-new condition, in their original packaging with all parts and accessories. You're welcome to try your diffuser at home. Please empty any fragrance oil from it before you send it back.
  • Fragrance oils that are unopened and still sealed, within 14 days of delivery.

What we can't take back

  • Opened fragrance oils and opened sample sets. Once opened, they can't be resold.
  • Diffusers that come back damaged, incomplete or without their packaging, unless the problem was there when we delivered them.

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or isn't what you ordered, tell us as soon as you can with your order number and a photo, ideally within 14 days of delivery. We'll replace the item or refund you in full, including the delivery charge, and you won't pay any shipping. A fault that appears later is covered by our 1-year warranty.

How to start a return

  1. Message us on WhatsApp at +971 50 394 9566 or email info@iscent.com with your order number and the items you'd like to return. Please contact us before you send anything.
  2. We'll confirm your return and send you the return address.
  3. Send the item back within 7 days of our reply, using a trackable service.

Refunds

We refund to your original payment method within 10 business days of your return reaching us and passing our check. Your bank may take a few more days to show it. On a change-of-mind return, the original delivery charge isn't refunded. If a returned item doesn't meet the conditions above, we'll contact you before deciding what to do with it.

Exchanges

To swap an item, return it within 14 days and place a new order.

Orders placed on or before 2 November 2026

Orders placed on or before 2 November 2026 keep the 60-day return window they were sold with.

Bought from another retailer?

If you bought from Amazon, noon or another retailer, please return it to that retailer under its own policy. Our 1-year warranty still covers diffusers bought new from an authorised retailer.

Your rights

This policy is in addition to your rights under UAE consumer protection law, and nothing in it limits them.

Questions

Email info@iscent.com, or call or WhatsApp +971 50 394 9566. ISCENT Trading L.L.C., Warehouse 2A, 81 6A Street, Al Quoz Industrial Area 1, Dubai.