Refund policy

Return and Refund Policy

Last updated: 14 February 2025

Thank you for choosing Magnifiscent. We want you to be completely happy with your purchase. If for any reason you are not satisfied, please review our Return and Refund Policy below.

This policy is operated by Axentra Innovations Ltd, trading as Magnifiscent, registered in England and Wales under company number 16010915, registered office 23 Bilston Street, Sedgley, Dudley, West Midlands, England, DY3 1JA.

1. Your 14-day right to cancel

If you are a consumer in the UK, you have the legal right to cancel your order within 14 days without giving any reason. This is separate from, and in addition to, our 30-day goodwill returns policy in Section 4.

The cancellation period ends 14 days after the day on which you, or someone you nominate, receives the goods. Where your order is delivered in more than one consignment, the period ends 14 days after you receive the last item.

To cancel, email us at support@magnifiscentonline.com with your order number and a clear statement that you wish to cancel. You may use the model cancellation form in Section 10, but you do not have to. Telling us before the 14 days are up is enough, even if the goods are returned afterwards.

After cancelling, you must send the goods back to us without undue delay and in any event within 14 days of telling us you are cancelling. You are responsible for the cost of returning the goods unless they are faulty.

Refunds on cancellation. We will refund the price you paid for the goods, together with the cost of standard outbound delivery. If you chose an upgraded or express delivery service, we refund the cost of our standard service only. We will make the refund within 14 days of receiving the goods back, or of receiving evidence that you have sent them back, whichever is earlier.

Refunds are subject to any deduction for reduced value under Section 2 below.

Items excluded from the 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery.

This means fragrance oils, including sample sizes, cannot be cancelled or returned once opened or unsealed. Sealed, unopened oils may be cancelled and returned in the normal way.

This does not affect your statutory rights.

2. Deductions where goods have been used, soiled or damaged

This section applies to all returns, including cancellations made within the 14-day period in Section 1.

You are entitled to handle goods as you would be able to in a shop, in order to establish their nature, characteristics and functioning. For a diffuser, that means unboxing it, examining it, and powering it on to confirm it works.

That is inspection. Filling a diffuser with fragrance oil and running it is use. Where goods are returned to us in a condition that goes beyond what was necessary to inspect them, we are entitled to reduce your refund to reflect the reduction in their value, and we will do so.

For our products, a reduction in value commonly arises from:

Fragrance oil left inside the unit, or oil residue on or inside the diffuser
Oil staining, seepage or damage to the outer packaging, inner packaging, foam inserts or presentation box
Oil staining or damage to printed materials, including instruction leaflets, warranty cards and quick-start guides
Missing, damaged or soiled accessories, cables, adapters, remote controls or components
Packaging that has been torn, crushed or otherwise rendered unusable
Damage, scratching or marking to the unit itself

Indicative deductions

Condition on return	Typical deduction
Used, oil fully emptied, unit clean, packaging and accessories intact	£20
Used with oil left inside the unit, or oil residue on the unit	£25
Oil-stained, soiled or unusable packaging, or soiled printed materials	Up to £15 towards replacement
Missing, damaged or soiled accessories or components	Up to £30, based on replacement cost
Unit damaged, marked or soiled beyond resale	Up to the full value of the item

These amounts are indicative and may be combined where more than one applies. Every return is assessed individually against the actual reduction in value of that item. We will tell you the amount of any deduction and the reason for it before your refund is processed, and if you disagree with our assessment you can contact us and we will review it.

No deduction is made where goods are faulty, or where they are returned unused, unopened and in their original condition.

Please empty your diffuser before returning it. Fragrance oil migrates in transit, and a unit returned with oil still inside will almost always soil its own packaging and paperwork. Emptying it takes a moment and usually avoids a deduction altogether.

3. 12-month warranty

All electronic products purchased from Magnifiscent come with a 12-month warranty from the date of purchase. This warranty covers manufacturing defects and malfunctions under normal usage conditions.

What is covered: Manufacturing defects, hardware malfunctions, and issues arising under regular use.

What is not covered: Accidental damage, misuse, unauthorised repairs, or damage caused by external factors such as liquid spills, drops, or electrical surges.

This warranty is offered in addition to, and does not replace, your statutory rights.

4. Goodwill returns, days 15 to 30

Beyond the 14-day statutory period, we offer a further goodwill window. You may return eligible items up to 30 days from the date of purchase, subject to the conditions below.

Eligibility

Oils

Sealed, unused oils may be returned within 30 days.
Opened or unsealed oils cannot be returned, for the hygiene reasons set out in Section 1.
Sample oils: sealed samples may be returned within 30 days. Once unsealed, the hygiene exclusion applies.

Diffusers

Unused: eligible for change-of-mind returns.
Opened or used, not faulty: returnable, subject to the deductions in Section 2 and the restocking fee below.
Faulty: covered under warranty with no fees or deductions.

Additional charges in this window

In addition to any deduction under Section 2:

£10 restocking fee on change-of-mind returns
Return shipping is at your expense
Outbound shipping costs are not refunded

This does not affect your statutory rights.

5. Return process

To start a return:

Contact our Customer Service team at support@magnifiscentonline.com with your order number, the product you wish to return, and the reason for return.
Our team will confirm eligibility and provide return instructions.
For faulty or warranty-approved returns, we will issue a prepaid return shipping label.
For change-of-mind returns, you are responsible for arranging and covering return shipping. Alternatively, we can provide a return label and deduct the cost from your refund.
Empty any fragrance oil from the unit before packing it, and include all parts, accessories, manuals and components in the original packaging.
Send the item back as instructed.
On receipt, our team will inspect the return and confirm the outcome, including any deduction under Section 2.

6. Refunds

For cancellations within 14 days, see Section 1 for how and when we refund, and Section 2 for deductions.

For goodwill returns under Section 4, once your return has been inspected and approved, your refund will be processed within 14 calendar days of us receiving the goods back, to your original payment method, less any deduction under Section 2 and the restocking fee.

For faulty goods, we will refund in full including outbound and return shipping, with no deductions.

7. Exchanges

For exchanges due to a fault, or to switch to a different model, please contact our Customer Service team for assistance.

8. Warranty claims after 30 days

If your product develops a fault after the 30-day window but within the 12-month warranty period:

Email support@magnifiscentonline.com with your order number, name, and a description of the issue.
Depending on the circumstances, we will either repair the item or provide a replacement with a new or refurbished unit. If your model is no longer available, a suitable alternative will be provided.

This is in addition to your statutory rights.

9. Orders delivered in parts, and order errors

Part shipments. Where items in your order are not all available at the same time, we may dispatch your order in more than one consignment. We will tell you when this happens, what is in each consignment, and when the remaining items are expected. You are not charged extra for additional consignments.

Order errors. If a technical fault means your order was processed with items missing, or with an incorrect price applied, we will contact you as soon as we identify it. Where the order has not yet been dispatched, we will offer you the choice of completing the order at the correct price or cancelling for a full refund. Where the order has already been dispatched, we will agree a resolution with you.

This does not affect your statutory rights. Please see Section 11 of our Terms of Service for how orders are accepted: https://magnifiscentonline.com/policies/terms-of-service

10. Model cancellation form

You do not have to use this form, but you may if you wish. Complete and return it to support@magnifiscentonline.com.

To: Axentra Innovations Ltd trading as Magnifiscent, 23 Bilston Street, Sedgley, Dudley, West Midlands, England, DY3 1JA. Email: support@magnifiscentonline.com

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

11. Contact us

If you have any questions regarding this policy, or a complaint, please get in touch:

Email: support@magnifiscentonline.com Telephone: 01494 974339

Axentra Innovations Ltd trading as Magnifiscent Registered in England and Wales, company number 16010915 Registered office: 23 Bilston Street, Sedgley, Dudley, West Midlands, England, DY3 1JA

Related policies:

Terms of Service: https://magnifiscentonline.com/policies/terms-of-service
Shipping Policy: https://magnifiscentonline.com/policies/shipping-policy