Refund policy

Last updated: September 29, 2026

At a glance: start a return within 60 days of delivery. Diffusers in their original packaging with all parts; fragrance oils only if unopened and sealed. You pay return shipping, and the original shipping charge isn't refunded, unless the item arrived damaged, faulty or wrong. No restocking fee.

What you can return

  • Ensō and Ensō Mini diffusers, in their original packaging with all parts and accessories. Please empty any fragrance oil from the diffuser before you send it back.
  • Fragrance oils that are unopened and still sealed. Opened fragrance oils can't be returned, because they can't be resold. This doesn't apply to an oil that arrived damaged or wasn't what you ordered.

Damaged, faulty or wrong items

If your order arrives damaged or isn't what you ordered, email us within 14 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, and you won't pay any shipping. If a diffuser develops a fault later, it's covered by our 1-year limited warranty. If anything you bought from us isn't right, email us at info@iscent.com and we'll work with you to put it right.

How to return an item

  1. Email info@iscent.com within 60 days of delivery with your order number and the items you'd like to return. Please do this before you send anything.
  2. We'll reply with a return authorization number and the address to send it to.
  3. Write the return authorization number clearly on the outside of the package and send it back within 14 days of receiving the number.

We need your order number or other proof of purchase from us to accept a return. This policy applies to sale items too.

Our fulfillment center matches returns to orders by the authorization number. If a package arrives without one, we'll try to match it to your order. If we can't identify it within 30 days, we may not be able to refund it. Please always email us first.

Return shipping

You pay for return shipping, and the shipping charge on your original order isn't refunded, unless the item arrived damaged, faulty or wrong. We recommend a trackable shipping service.

Refunds

There's no restocking fee. We refund you to your original payment method within 10 business days of your return arriving at our fulfillment center. Your bank may take a few more days to show it. If a returned item doesn't meet the conditions above, we'll email you before deciding what to do with it.

Exchanges

We don't offer direct exchanges. To swap an item, return it for a refund and place a new order.

Bought from Nordstrom or another retailer?

Please return it to that retailer under its return policy. Our 1-year limited warranty still covers diffusers bought new from an authorized retailer.

Questions

Email info@iscent.com or call (608) 400-0012.

You're entitled to a written copy of this Refund Policy. Email info@iscent.com and we'll send you one.