Refund & Return Policy
Last updated: [date]
We want you to love your MistTrack diffuser. If something isn’t right, here’s how we’ll fix it.
1. Our 30-Day Money-Back Guarantee
You can return your order within (30 days) of delivery for a full refund of the product price, for any reason.
To qualify, the item must be:
- unused, or only tried briefly to check it works
- in its original condition, with all parts (remote, cable, adapter and manual)
- in its original packaging where possible
2. Your legal right to cancel (UK & EU customers)
You also have the legal right to cancel your order within (14 days) of receiving it, without giving a reason. Once you’ve told us, you have a further (14 days) to send the item back. Our 30-day guarantee is in addition to this right and does not replace it.
3. Faulty, damaged or wrong items
If your item arrives damaged, faulty or not as described, or we sent the wrong item:
- Contact us at shopmisttrack@gmail.com with your order number and a photo or short video of the problem. Please get in touch as soon as you can, ideally within (7 days) of delivery, so we can help quickly.
- We will offer a free replacement or a full refund, including any shipping costs.
- In many cases we won’t need the item back.
This doesn’t affect your statutory rights. Under UK consumer law, you can reject faulty goods for a full refund within 30 days, and you’re entitled to a repair or replacement for faults that appear later.
4. How to start a return
- Email [your email] with your order number and the reason for the return.
- We’ll reply within (1–2 business days) with return instructions and the return address.
- Please don’t send items back without contacting us first. Returns sent to the wrong address can’t be processed.
5. Return shipping costs
- Change of mind: the customer pays return shipping. We recommend a tracked service, as we can’t refund items lost in the post.
- Faulty, damaged or wrong items: we cover all return shipping costs.
6. Refunds
- Once we receive your return, or proof that you’ve sent it, we’ll process your refund within (14 days).
- Refunds go back to your original payment method. Your bank may take (3–10 business days) to show it.
- For change-of-mind returns, we may reduce the refund if the item has been used beyond what’s needed to check it works, or is returned damaged or incomplete.
7. Items we can’t accept back
- Opened essential oils, for hygiene reasons (if included with your order)
- Items damaged by misuse, such as running without water, the wrong voltage, dropping, or not following the instructions
- Gift cards
8. Exchanges
If you’d like a different plug type or a replacement for a faulty unit, contact us and we’ll arrange it.
9. Cancelling an order before it ships
Contact us as soon as possible. If your order hasn’t been dispatched yet, we’ll cancel it and refund you in full. If it has already shipped, follow the return process above.
10. Lost or late orders
If your tracking hasn’t updated for (10 business days), or your order hasn’t arrived within (20 business days) of ordering, contact us. We’ll investigate with the carrier and send a replacement or a full refund.
11. Contact us
Email: shopmisttrack@gmail.com