Ascent Collection – Returns & Refunds Policy (Diffusers)

1. Overview

At Ascent Collection, we stand behind the quality of our scent diffusers and comply fully with Australian Consumer Law (ACL). Our returns process is designed to be fair, transparent, and efficient.

This policy applies to scent diffusers only. Fragrance oils and consumables are covered under a separate policy.

2. Your Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

• Has a fault

• Is unsafe

• Is significantly different from its description

• Does not perform as reasonably expected

The type of remedy depends on whether the issue is considered a major failure or a minor failure.

3. Minor vs Major Faults

A fault is considered minor if the diffuser:

• Can be repaired within a reasonable time

• Is safe to use
  

Examples may include:

• Intermittent misting

• Button or control issues

• Internal pump or fan faults

• Charging or power inconsistencies

For minor faults, Ascent Collection may choose to:

• Repair the diffuser, or

• Replace the diffuser with the same or equivalent model

This applies regardless of how recently the item was purchased, including within the first 14 or 30 days.

A fault is considered major if:

• The diffuser is unsafe

• It is completely unusable

• It is significantly different from its description

• The issue cannot be fixed within a reasonable time
  

For major faults, you may choose:

• A replacement, or

• A full refund

4. Faulty or Defective Diffusers

If your diffuser develops a fault, please contact us as soon as reasonably possible after discovering the issue.

You may be asked to provide:

• Proof of purchase

• Photos or a short video showing the issue

Once assessed, we will determine whether the issue is a minor or major fault and apply the appropriate remedy in line with Australian Consumer Law.

Where a repair is offered, it will be completed within a reasonable timeframe. If a repair is not possible, a replacement or refund will be provided as required.

Return shipping costs for confirmed faults are covered by Ascent Collection.

5. Change of Mind Returns

We do not accept change-of-mind returns for diffusers that:

• Have been used or installed

• Show signs of oil residue, wear, or damage

• Are returned without original packaging

Unused and unopened diffusers may be returned within 14 days of delivery, subject to approval.

Conditions:

• Item must be unused and in original packaging

• Customer is responsible for return shipping

• Original shipping fees are non-refundable

6. Used Products

For hygiene, safety, and performance reasons, used diffusers cannot be returned for change of mind.

Once a diffuser has been filled with oil or operated, it is considered used.

This does not affect your rights under Australian Consumer Law for faulty products.

7. Incorrect Use or Damage

Returns will not be accepted for faults caused by:

• Use of non-approved or diluted oils

• Incorrect installation or handling

• Physical damage, water damage, or tampering

• Failure to follow care and operating instructions

8. How to Lodge a Return

To request a return, please contact us before sending anything back:

hello@a-scent.au

Please include:

• Order number

• Description of the issue

• Photos or video (if applicable)

Returns sent without approval may be refused.

9. Processing Time

• Assessment: 1–3 business days

• Repairs or replacements: 5–10 business days (subject to stock availability)

• Refunds: processed to the original payment method within 5 business days of approval

10. Final Notes

This policy is designed to protect both our customers and the integrity of our premium products.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.For further assistance, please contact us at hello@a-scent.au.