Refund policy

Last updated: November 3, 2026

Request a return within 30 days

This policy applies to purchases made after its publication. Earlier purchases retain the terms accepted when ordered; later updates do not add fees or reduce existing rights.

For purchases directly from Nuovoscent LLC, request a return or exchange within 30 calendar days of delivery by emailing hello@nuovoscent.com. Include your order number, the items involved, and the reason for the request. We will provide authorization and return instructions. Please do not send items to an address on a shipping label without contacting us first.

For a change-of-mind return, items must be unused, unopened where sealed, and in their original packaging. Diffusers must include all original parts and accessories. Used oils, burned candles, used sprays, and used diffusers are not eligible for change-of-mind returns. This restriction does not affect remedies for defects, damage, incorrect items, or other rights required by law.

Oils and other non-diffuser products

For an approved change-of-mind return of eligible non-diffuser products, a $9 return fee is deducted from the refund. This includes the return label and processing. For an approved exchange, the fee is $14, covering the return label, processing, and standard shipment of the replacement. Only the applicable return or exchange fee applies, not both. Any agreed product-price difference will be charged or refunded separately.

Separately purchased diffusers

Approved change-of-mind returns of separately purchased diffusers incur a 20% restocking fee, calculated on the amount actually paid for the returned diffuser after discounts, excluding tax and shipping. Customers also pay return shipping. The $9 and $14 non-diffuser fees do not apply to these diffuser returns.

Free diffuser sets

To return a free diffuser set, contact us within 30 days of delivery and return the diffuser and all oils from that order unused, in original packaging, with all parts and accessories. A qualifying complete-set return refunds the amount paid for the products and applicable refundable tax, ends the associated offer commitment, and does not incur a restocking or early-cancellation fee. Original shipping is not refunded for a change-of-mind return. You pay the return shipping cost for a change-of-mind complete-set return. The $9 non-diffuser return fee does not also apply.

Conditions and charges accepted when you enrolled govern your subscription; later policy updates do not add a commitment or fee to an existing order. Review the subscription terms accepted with your order.

Damaged, defective, incorrect, or missing items

Email us promptly with your order number and a description of the issue. We may request reasonable supporting photos or troubleshooting information. Approved cases are resolved through an appropriate replacement, repair, or refund at no cost to you, including required shipping. We do not charge return, exchange, or restocking fees for these cases. Keep packaging when possible, but missing original packaging does not automatically remove your rights for a defective item.

Refund timing and original shipping

We will inspect returned items and issue approved refunds to the original payment method within 10 business days of receiving the return, including inspection time. Your bank or card issuer may take additional time to post the refund. We will contact you if there is a problem with eligibility.

Original shipping is not refundable for change-of-mind returns. This does not apply when a full refund including shipping is required, such as an incorrect shipment, an unauthorized charge, or an order cancelled because we cannot meet our promised shipping schedule. Refunds never exceed amounts actually paid. Statutory consumer rights remain unaffected.