Refund policy

Refund Policy

Last Updated: April 2, 2026

At NTRL Diffuser Co, we stand behind the quality of our botanical wellness diffusers and want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.

1. Return Window

You have 30 days from the date of delivery to initiate a return for eligible products. To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 30 days of receiving your order
  • Products must be in their original, unopened, and unused condition
  • Products must be in their original packaging, including all accessories, documentation, and inserts
  • You must provide proof of purchase (order confirmation email or order number)

2. Non-Returnable Items

Due to health, hygiene, and safety considerations, the following items cannot be returned or exchanged:

  • Opened or used diffusers: Any wellness diffuser device that has been opened from its sealed packaging or used, even briefly, cannot be returned for hygiene reasons. Our diffusers are personal aromatherapy devices designed for individual use.
  • Opened botanical blend cartridges: Any essential oil or botanical blend cartridge that has been opened, punctured, or had its seal broken cannot be returned.
  • Gift cards: Gift cards are non-refundable and cannot be returned.
  • Sale or clearance items: Items purchased at a discounted clearance price are final sale, unless they arrive damaged or defective.

3. Bundle Returns

If you purchased a bundle deal (such as our Buy 2 Get 1 Free or Buy 3 Get 2 Free offers), the following rules apply:

  • Full bundle return: To receive a full refund, you must return the complete bundle with all items included in the original promotion. All items must be unopened and unused.
  • Partial bundle return: We are unable to accept partial returns on bundle deals. If one or more items from a bundle have been opened or used, the bundle is not eligible for return.
  • Refund amount: Bundle refunds are processed at the total price paid for the bundle, not at the individual retail prices of each item.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact us: Email ntrldiff@gmail.com with the subject line "Return Request — [Your Order Number]." Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive authorization: We will review your request and, if approved, provide you with return instructions within 1–2 business days.
  3. Ship the item(s): Carefully pack the item(s) in their original packaging and ship them to our return address (provided below). We recommend using a tracked shipping method, as we are not responsible for return shipments that are lost or damaged in transit.
  4. Inspection and processing: Once we receive and inspect your return, we will notify you via email of the approval or rejection of your refund.

5. Return Shipping

  • Standard returns: The customer is responsible for all return shipping costs. Original shipping charges are non-refundable.
  • Defective or incorrect items: If you received a defective, damaged, or incorrect item, we will cover the return shipping costs. Please see Section 7 below.

Please ship returns to:

NTRL Diffuser Co — Returns
1320 Carling Ave
Ottawa, ON K1Z 7K8
Canada

6. Refund Processing

Once your return is received and inspected, we will process your refund as follows:

  • Approval notification: You will receive an email confirming whether your refund has been approved or denied
  • Refund method: Approved refunds will be credited to the original payment method used at the time of purchase
  • Processing time: Please allow 5–10 business days after we receive your return for inspection and refund processing
  • Bank processing: After we issue your refund, it may take an additional 3–5 business days for the refund to appear on your statement, depending on your financial institution
  • Refund amount: Refunds are issued for the product price paid. Original shipping charges and return shipping costs (for non-defective items) are non-refundable

7. Damaged or Defective Items

If you receive a product that is damaged during shipping or is defective, we want to make it right. Please take the following steps:

  1. Contact us immediately: Email ntrldiff@gmail.com within 48 hours of receiving your order
  2. Provide documentation: Include your order number, a description of the damage or defect, and clear photographs showing the issue and the packaging
  3. Resolution: At our discretion, we will offer a full refund, a replacement product, or a store credit. We will cover the return shipping costs for defective or damaged items

We reserve the right to request additional information or photographs to verify claims of damage or defects.

8. Exchanges

We do not offer direct exchanges at this time. If you would like a different product or variant (such as a different scent), please initiate a return for the original item and place a new order for the desired product.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank or credit card account again, as processing times vary
  2. Contact your bank or credit card company, as there may be a processing delay on their end
  3. If you have completed both steps and still have not received your refund, please contact us at ntrldiff@gmail.com and we will investigate

10. EU Customers — 14-Day Cooling-Off Period

If you are a customer located in the European Union, you have the right to cancel your order within 14 days of receiving your goods, without providing any reason, in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU). To exercise this right:

  • Notify us of your decision to cancel by emailing ntrldiff@gmail.com within 14 days of receiving your order
  • Return the goods to us within 14 days of notifying us of your cancellation
  • Products must be returned in their original condition and packaging
  • The customer is responsible for the cost of return shipping to Canada

Please note that the right of withdrawal does not apply to sealed goods that have been opened after delivery where the goods are not suitable for return due to health or hygiene reasons. This includes opened diffuser devices and botanical blend cartridges.

We will process your refund within 14 days of receiving the returned goods, using the same payment method used for the original transaction.

11. Cancellations

If you wish to cancel an order, please contact us at ntrldiff@gmail.com as soon as possible. If your order has not yet been shipped, we will cancel it and issue a full refund. Once an order has been shipped, it cannot be cancelled and must go through the return process described above.

12. Contact Us

If you have any questions about our Refund Policy, please contact us:

NTRL Diffuser Co
Email: ntrldiff@gmail.com
Address: 1320 Carling Ave, Ottawa, ON K1Z 7K8, Canada
Website: ntrldiffuser.com