Returns and refunds: policy and how to startUpdated an hour ago

Our general returns policy

We want you to enjoy your Kirri products. If something is not quite right, you may be able to return it for a refund or exchange under the conditions below.

Time frame

• Returns are accepted within 30 days of the delivery date shown on your tracking.

Condition of items

To be eligible for a change of mind return:

• Items must be unused, unopened and in their original packaging

• Packaging must be in a saleable condition

For safety and hygiene reasons, we cannot accept opened or partially used fragrance products unless they are assessed as faulty.

What items are returnable

Generally returnable:

• Unused and unopened oils, sprays, candles and diffusers

• Unused accessories in original packaging

Not returnable unless faulty:

• Opened or used fragrance products

• Products that have been damaged due to misuse, neglect, or improper storage

If you are unsure, email [email protected] with your order number and photos and we can confirm.

Change of mind versus faulty products

• Change of mind or ordered the wrong product

  • Eligible items can be returned at your cost for a refund or exchange

• Faulty or incorrect item supplied

  • If we confirm a fault or packing error, we will replace or refund, and we will carry reasonable return or replacement shipping costs

If the issue relates to an electric diffuser, please also see
Warranty: electric diffusers and items under warranty.

Are delivery and return shipping costs refundable

• Original delivery charges are not refundable on change of mind returns

• Return shipping costs are the responsibility of the customer for change of mind

• If we have supplied an incorrect item or a product is confirmed faulty, we will cover reasonable replacement shipping costs

Can I return a gift I received

If you received a Kirri product as a gift:

• We can usually offer an exchange or store credit rather than a refund

• We may need the original order number or purchaser details to locate the order

Please email [email protected] with:

• Your full name

• A photo of the item

• Any details you have about who sent it and roughly when

Can I return an online purchase to a Kirri store

Yes, you are welcome to return directly to our Port Melbourne showroom

Kirri Showroom

10/600 Lorimer St, Port Melbourne VIC 3207

https://share.google/5cUlbl8eqOiyf3DIv

We’re open Monday to Friday, 9AM to 5PM, excluding public holidays

How to start a return

1. Lodge your request here:

 https://scenting.returnscenter.com/request-returns

2. What we need in the Return Form:

 • Products must meet our return conditions: oils must be unopened and unused, and if you’re returning a diffuser, please place it in its original box if possible

 • Clear photos of the products you’re returning

 • A brief reason for the return, this helps us approve your request within 1–2 business days

3. After approval:

 • Send the items back to us and let me know once they are on their way so I can keep an eye out for the parcel 

 • Once the parcel arrives at our warehouse and is inspected, we’ll process your refund or exchange right away. Refunds typically appear in 5–10 business days, depending on your bank

Please note that return shipping is paid by the customer and delivery times vary by courier.

When will I receive my refund

Once your return has arrived and been inspected:

• Approved refunds will be processed back to your original payment method

• Processing times vary by bank but are usually visible within 3 to 10 business days

If you requested an exchange, we will ship the replacement once your return has been checked and approved.

Need help deciding if your item is returnable

If you are unsure whether your item qualifies:

• Email [email protected] with photos of the product and packaging

• Include your order number and a short explanation

We will confirm the best path for you.