Refund Policy

Every piece is made for one person
Each diffuser is engraved to order with the artwork, name and date you supply. Because the engraving is permanent and specific to you, we cannot resell a returned piece. For that reason we do not accept returns or exchanges for change of mind, for a design you approved and later reconsidered, or for preference-based dissatisfaction.

You approve the artwork before we cut it
After you send your photo we draw it as line art and email you the layout. Nothing is engraved until you reply to approve it. If the drawing is not right at that stage, tell us and we will redraw it at no cost. This is the point to change your mind, and there is no time pressure on it.

Damaged, defective or incorrect items
We replace or refund a piece if it arrives damaged, has a manufacturing fault, is engraved differently from the layout you approved, or is simply not the item you ordered.

How to claim
Contact us within 7 days of delivery with your order number and clear photos or a short video of the item and its packaging. We reply within 2 to 3 business days and will arrange a replacement or a refund. Please do not send anything back before contacting us.

Refunds
Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank. If it has not appeared after that, check with your bank or card provider first, then contact us and we will follow it up.

Return shipping
If the return is due to our error, we cover the shipping. In any other case return shipping is the customer's responsibility and is non-refundable.

Cancellations
You can cancel any time before you approve the artwork layout. Once you approve it the laser work begins and the order can no longer be cancelled.

Faults that are not covered
The diffuser must be kept upright. Laid on its side, oil runs into the housing and damages the pump, and that damage is not covered. Water must never be added, as it will damage the pump.

Questions
If anything here is unclear, contact us before you order and we will talk it through.