Customer Care
Returns & Refunds
We stand behind every Ascent Collection diffuser. If something is not quite right, our Customer Care team is here to help with a clear, fair and supportive returns process.
Premium product support
Assessment, repair, replacement or refund support in line with Australian Consumer Law.
✓
ACL protected
Your rights under Australian Consumer Law are always respected.
✦
Premium support
Our team reviews each claim with care and attention.
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Clear process
Simple return steps with clear assessment timeframes.
AU
Australian service
Local support for diffuser returns and warranty enquiries.
How it works
A simple return process
Please contact us before sending anything back. Returns sent without approval may be refused.
Step 01
Contact us
Email hello@a-scent.au with your order number, a description of the issue, and photos or a short video if applicable.
Step 02
Assessment
Our team will assess the request within 1–3 business days and determine whether the issue is a minor or major fault.
Step 03
Resolution
Depending on the assessment, we will arrange a repair, replacement or refund in line with Australian Consumer Law.
Your rights
Minor vs major faults
The remedy depends on the nature of the issue and whether it is considered a minor or major fault.
01
Minor fault
A fault may be considered minor if the diffuser can be repaired within a reasonable time and is safe to use.
- Intermittent misting
- Button or control issues
- Internal pump or fan faults
- Charging or power inconsistencies
Our remedy: Ascent Collection may choose to repair the diffuser or replace it with the same or equivalent model.
02
Major fault
A fault may be considered major if the diffuser is unsafe, unusable, significantly different from its description, or cannot be fixed within a reasonable time.
- Unsafe to use
- Completely unusable
- Significantly different from its description
- Cannot be repaired in a reasonable timeframe
Your choice: For major faults, you may choose a replacement or a full refund.
Change of mind
Unused & unopened diffusers
Unused and unopened diffusers may be returned within 14 days of delivery, subject to approval. Used diffusers cannot be returned for change of mind for hygiene, safety and performance reasons.
✓ Item must be unused and in original packaging.
✓ Customer is responsible for return shipping.
✓ Original shipping fees are non-refundable.
✓ Approval is required before sending anything back.
Important exclusions
Returns we cannot accept
This does not limit or exclude your rights under Australian Consumer Law for faulty products.
×
Used diffusers
Any diffuser that has been filled with oil or operated is considered used and cannot be returned for change of mind.
×
Physical damage
Returns are not accepted for physical damage, water damage, tampering, incorrect installation or mishandling.
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Incorrect use
Faults caused by non-approved oils, diluted oils, or failure to follow care instructions are not accepted.
Timing
Processing timeframes
We aim to keep every return request moving clearly and efficiently.
1–3
business days for assessment
5–10
business days for repairs or replacements, subject to stock availability
5
business days for approved refunds to be processed to the original payment method
Can I return a diffuser if I have used it?
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.
Who pays return shipping?
For confirmed faults, return shipping costs are covered by Ascent Collection. For approved change-of-mind returns, the customer is responsible for return shipping and original shipping fees are non-refundable.
What do I need to include with my return request?
Please include your order number, a description of the issue, and photos or a short video where applicable.
Does this policy limit my Australian Consumer Law rights?
No. Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Need assistance?
Our Customer Care team is here to help with product support, returns and warranty enquiries before you send anything back.
Email Customer Care
