ZAI Lava Rock Diffuser - Cedar & Black Cherry

RETURN POLICY

All of our products are carefully inspected before they are shipped. We do not offer returns for change of mind. If your goods are delivered incorrect or damaged, please email weloveusshop@essence.com and include your order number with any applicabl images of your damaged item within 7 days of receiving your product. Our team will review it and get back to you.

All items must be returned in an unused, unaltered condition, and in their original packaging within 14 days of receiving the order. Please ensure the original packaging is undamaged and unaltered, as this is considered part of the product.

Exchanges due to shipping damage or incorrect color or fragrance are subject to color and fragrance availability. Return will be processed only upon receipt and successful processing of the original order. The shipping costs for the return and re-delivery of an exchange are the responsibility of the customer.

To return your damaged product, you should email weloveusshop@essence.com to initiate process.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you. We will also advise you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 business days.

We reserve the right to reject any returns that do not comply with the conditions stated above. Please contact us if you have any questions or problems.

Orders that return to our facilities as being undeliverable as addressed by the carriers will be subject to an automatic refund (less shipping) issued back to the original form of payment within 14 business days of its return.

Final sale:

All items marked for final sale are not eligible for returns or refunds unless deemed faulty. All final sale products will be marked online and you will also be notified at checkout that the product is a final sale item. Please select carefully to avoid disappointment.
HOW TO PROCESS A RETURN:

Contact our returns team on weloveusshop@essence.com within 7 days of receiving order. Please include the full name the order was placed under, the order number, and the reason for the return.

You will be emailed with a return authorization (RA number) and all relevant information and return instructions.

Once we have received your order it will be inspected to ensure it meets with the above conditions and a refund or store credit will be processed. Returns are usually processed within 7 business days of receipt.

The time it takes for funds to reflect in your account is determined by your banking institution. You will be notified via email once your return has been fully processed by Ozaiz.

GIFT RETURNS:

Returns of gifted items follow the same return procedure outlined above.

In order to successfully process a return, you will need to provide the original order number and purchaser’s full name.

GIFT CARDS:

Gift cards can only be redeemed for merchandise on the Ozaiz website, and not cash. If the total amount on a gift card is not redeemed in a single purchase, the balance remains on the gift card and can be redeemed on a future purchase.

Please note, Gift Cards are considered non-refundable, non-transferable, and cannot be exchanged for cash.

In the event there is sufficient concern that there has been an attempt at deception or any other illegal activities in connection with a gift card purchase or redemption on the website, Ozaiz is entitled to cancel the order or request alternate forms of payment.

FAULTY CLAIMS:

Each order is thoroughly checked by the Ozaiz dispatch team prior to being sent out, however should you receive a faulty or incorrect item, please contact our customer service team with all information listed and provide clear imagery.

Ozaiz reserves the right to reject returns at our own discretion. In this instance, your item(s) will be returned to the address initially provided with the order. Please note that all shipping and handling charges are strictly non-refundable unless the item(s) received are either incorrect or faulty.

Ozaiz will uphold all return, exchange and refund agreements that meet the above stipulations, however should a single customer make excessively frequent return requests we reserve the right to potentially reject processing further returns or exchanges.

Should you have any questions or concerns regarding returns, refunds or exchanges, please contact our support team at weloveusshop@essence.com