Returns & Refunds

Last updated: September 2026

We want your experience with ETHARO to be clear and straightforward. This policy explains our voluntary change-of-mind return process and how we handle damaged, leaking, defective, incorrect, or otherwise non-conforming products.

Your Consumer Rights

Nothing in this policy excludes, restricts, or replaces any rights or remedies that cannot lawfully be excluded under the consumer law that applies to your purchase.

The 14-day change-of-mind return period described below is a voluntary ETHARO return benefit. It does not impose a 14-day limit on rights you may have for faulty, damaged, defective, unsafe, incorrectly supplied, or materially misdescribed products under applicable law.

Change-of-Mind Return Window

You may request a voluntary change-of-mind return within 14 calendar days after delivery.

A change-of-mind return includes situations where you no longer want the item, ordered the wrong item, or prefer a different product, where the item itself is not faulty or incorrectly supplied.

To qualify for a voluntary change-of-mind return, the item must be purchased directly from ETHARO and returned complete, unused, unaltered, and in its original condition with its original product packaging where applicable.

For fragrance oils, reed diffusers, and other liquid products, change-of-mind returns must be unopened, unused, and in resalable condition. This condition does not apply to claims concerning damage, leakage, defects, incorrect supply, or other rights available under applicable consumer law.

Please contact ETHARO before sending anything back. Returns sent without prior instructions, or to an address not designated by ETHARO, may be refused or may not be eligible for reimbursement of return costs.

How to Request a Return or Report an Issue

Please contact us through Customer Service, Contact Us, or email. Where available, you may also submit a request through your ETHARO account.

Please provide:

· Your order number

· The name and email address used for the order

· The item(s) concerned

· Whether the request is a change-of-mind return or relates to an order issue

· A brief description of the reason for the request

Photos or other reasonable evidence may be requested where needed to confirm the condition of an item, a delivery problem, or an order issue.

After reviewing the request, ETHARO will provide the appropriate return address and instructions if a return is required. The designated return address may differ from the sender address shown on the original parcel.

Please do not send products to any address before receiving return instructions from ETHARO.

Change-of-Mind Return Costs

For an approved voluntary change-of-mind return, you are responsible for the return shipping cost unless ETHARO agrees otherwise in writing or applicable law requires otherwise.

Please use a trackable shipping service and keep the shipping receipt and tracking number until the return has been completed. You remain responsible for the return parcel until it is delivered to the designated return location, except where applicable law provides otherwise.

Original delivery charges are non-refundable for voluntary change-of-mind returns, except where required by applicable law.

Damaged, Leaking, Defective, Incorrect or Misdescribed Items

If your order arrives damaged, leaking, defective, incorrect, unsafe, or materially different from what you ordered or from its description, please contact ETHARO as soon as reasonably possible after you discover the issue.

We may ask you to provide clear photographs of:

· The affected product

· The shipping packaging

· The shipping label

· The complete contents of the parcel

Please keep the affected product and packaging while the case is being reviewed. Do not return or dispose of the product unless ETHARO instructs you to do so.

After the issue has been reviewed, a physical return may not be necessary. The available resolution will depend on the circumstances and applicable law and may include a replacement, refund, price adjustment, or another appropriate remedy.

If ETHARO requires a return because of a verified damaged, leaking, defective, incorrect, or materially misdescribed item, ETHARO will provide the return arrangements at no additional cost to you, or otherwise cover reasonable return costs where required by applicable law or agreed in advance.

Return Inspection & Refunds

For products that need to be returned, send the parcel only to the designated return address and follow the return instructions provided by ETHARO.

Change-of-mind returns will be inspected to confirm that the eligibility conditions above have been met. Where permitted by law, a voluntary change-of-mind return may be refused or the refund may be reduced if the product has been used, opened where opening affects resaleability, damaged after delivery, is incomplete, or has been handled beyond what is reasonably necessary to inspect it.

Approved refunds will be issued to the original payment method. We aim to process the refund within 3–5 business days after the returned item has been received and inspected, or within 3–5 business days after approval where ETHARO confirms that no physical return is required.

Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account.

Order Cancellations & Changes

If you wish to cancel or change an order, please contact us as soon as possible.

We will do our best to accommodate the request before the order has been prepared for shipment, but cancellation or modification is not guaranteed.

Once an order has been dispatched or handed to the carrier, we may no longer be able to cancel, intercept, or modify it. If you no longer wish to keep the order, please receive the parcel and follow the applicable return process rather than refusing delivery unless ETHARO instructs you otherwise.

Any statutory cancellation or withdrawal rights available under applicable law remain unaffected.

Failed, Refused or Unclaimed Delivery

Please ensure that your shipping information is accurate and that the recipient is available to receive or collect the parcel where required.

If an order is returned because of an incorrect or incomplete address, refusal of delivery, repeated failed delivery attempts, or failure to collect the parcel, reasonable additional shipping, return, or carrier costs may be deducted from any refund where permitted by law.

If the carrier cannot return the parcel to ETHARO, we will review the case based on the final tracking status, the reason for non-delivery, the carrier’s available evidence, and applicable consumer law before determining any refund or replacement.

Lost Packages

If your parcel appears to be lost in transit or has significantly exceeded the estimated delivery period, please contact ETHARO before submitting a change-of-mind return request.

We will investigate the shipment with the relevant carrier. If the parcel is confirmed lost, or another remedy is required under applicable law, ETHARO will provide the appropriate resolution.

For delivery estimates, address requirements, taxes and import charges, and other shipping information, please see our Shipping Policy.