Refund policy

Last updated: October 14, 2026

We want you to be happy with your Cinderglow order. If something is not right, this page explains what we can do. To start any request, write to us through the contact page and include your order number.

Damaged, faulty or wrong item

Our 90-day promise: if your order arrives damaged or is not what you ordered, or your diffuser stops working within 90 days of delivery, contact us within those 90 days and attach a photo or short video that shows the problem. We will send a free replacement or refund you in full, whichever you prefer. In most cases you do not need to send the item back.

Order did not arrive

If tracking shows no delivery 15 business days after your shipping confirmation (25 business days for orders outside the United States), contact us. We will reship the order or refund you in full.

Changed your mind

You can return an unused diffuser in its original packaging within 30 days of delivery. Please contact us first: we will send you return instructions and the return address. Do not send anything to the address on your parcel, because returns sent there cannot be matched to your order.

  • Return shipping for change-of-mind returns is paid by the customer.
  • The item must be unused, complete and in its original packaging.
  • Scent oils can only be returned unopened.

Customers in Australia and New Zealand

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights. If you are in New Zealand, you also have rights under the Consumer Guarantees Act, and nothing on this page limits them.

Customers in the European Union

If you live in the European Union, you can withdraw from your purchase within 14 days of the day you receive your order, without giving a reason. To do so, tell us within those 14 days through the contact page and include your order number. We then send you the return address. Please send the item back within 14 days of telling us; the cost of sending it back is paid by you.

We refund the full price you paid, including standard delivery, to your original payment method within 14 days of receiving your notice. We may wait with the refund until the item has arrived or you have shown that you sent it. You also have the legal guarantee of conformity that applies in your country for two years from delivery. Nothing on this page limits those rights.

Refunds

Once a return has arrived and been checked, we refund the purchase price to your original payment method. Your bank or card issuer may need 5 to 10 business days to show the refund on your statement.

Cancellations

We can cancel an order as long as it has not been handed to the carrier. Contact us as soon as possible. Once an order has shipped, it is handled as a return.

Questions

Write to us through the contact page. We reply within 1 to 2 business days.