ORA AROMATHERAPY

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Refund and Returns Policy

Effective Date: August 4, 2026

At ORA AROMATHERAPY LIMITED, operating through our website homeaccessde.com, we take immense pride in crafting premium home and car fragrance products using New Zealand’s finest botanicals. We want you to be completely satisfied with your purchase. However, because our items are consumable and personal care in nature, we enforce a strict, structured return and refund process to ensure safety and fairness for all customers.

Please read this policy carefully before completing your purchase. By placing an order on our website, you agree to the terms outlined below.

1. Strict “No Return, No Refund” Policy (No Refund-Only Permitted)

We do not offer “refund-only” options under any standard circumstances.

To maintain the integrity of our product inventory and prevent fraudulent claims, all refunds or product replacements require the physical return of the item in question. ORA AROMATHERAPY LIMITED will not issue monetary payouts, store credits, or product replacements while allowing the buyer to keep the original item.

If you are dissatisfied with a product, you must initiate a formal return process, ship the item back to our facility, and allow our team to inspect the inventory before any financial compensation or replacement is granted.

2. Return Window and Eligibility

We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.

To be eligible for a return, your item must meet the following strict criteria:

  • Unused and Unopened: The item must be in the exact same condition that you received it. Bottles, diffusers, room sprays, and wax melts must remain unopened with all original safety seals, caps, and outer packaging fully intact.
  • Original Packaging: The item must be returned in its original, undamaged retail packaging.
  • Proof of Purchase: You must provide a receipt, order confirmation email, or invoice matching your customer profile.

Items that have been opened, sprayed, unsealed, or partially used are strictly ineligible for returns or refunds due to hygiene and health protection reasons.

3. Damaged, Defective, or Incorrect Items

We take great care in packaging our liquid diffusers and fragile glass bottles, but we understand that transit damage can happen.

If your item arrives broken, defective, or if you received the incorrect product, you must notify us within 48 hours of delivery by emailing ernlea@homeaccessde.com.

To report a damaged or incorrect order, you must provide:

  1. Your order number and full contact details.
  2. Clear, high-resolution photographs or video footage showing the shipping box, the shipping label, and the specific damage or error on the product.

The Return Process for Damaged Items:

Even in the event of delivery damage, the strict rule remains: a complete physical return or an authorized inspection process is required.

  • Depending on the severity of the damage, we may provide a pre-paid return shipping label so you can send the broken or incorrect item back to our New Zealand facility.
  • Once the item is sent back and processed by our logistics team, we will issue a full replacement or a refund.
  • We will not issue instant refunds based on photographs alone without an authorized return process.

4. How to Initiate a Return

If your order meets the eligibility criteria outlined in Section 2, please follow these steps to process your return:

  1. Contact Us: Email our support team at ernlea@homeaccessde.com with your order number, details of the item you wish to return, and the explicit reason for your return.
  2. Receive Authorization: If your return is approved in principle, we will issue a Return Merchandise Authorization (RMA) number along with detailed instructions on where and how to send your package. Returns sent back to us without first requesting an RMA will be rejected and returned to the sender.
  3. Pack Securely: Package the item securely in its original box to prevent damage during transit. Write your RMA number clearly on the outside of the shipping box.

5. Return Shipping Costs

  • Customer Responsibility: For standard returns based on change of mind, personal fragrance preferences, or accidental orders, the customer is fully responsible for paying all return shipping costs. Shipping costs are non-refundable.
  • Trackable Shipping Recommended: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If a return package is lost in transit by the courier before reaching our warehouse, we cannot issue a refund.
  • Company Responsibility: ORA AROMATHERAPY LIMITED will only cover return shipping expenses if the item was verified as defective, broken upon arrival, or incorrectly shipped due to an error on our part.

6. Inspection, Approval, and Refunds

Once your return package is received at our facility, it will undergo a thorough inspection by our quality control team. This process can take up to 5 business days from the date of arrival.

  • Approval: If the inspection confirms the product is unopened, unused, and in its original retail packaging, we will approve your refund.
  • Rejection: If the item shows signs of use, broken safety seals, missing components, or damage caused by inadequate return packaging, the return will be rejected. In such cases, no refund will be issued, and the item can be shipped back to you at your own expense.
  • Processing Time: Approved refunds will be processed automatically back to your original payment method. Please note that it can take 7 to 10 business days for your bank or credit card company to process and post the refund to your account.

7. Non-Returnable and Sale Items

Certain types of items cannot be returned under any circumstances:

  • Sale Items: Only regular-priced items may be returned. Items purchased during promotional sales, clearance events, or using flash-discount codes are considered final sale and are non-refundable.
  • Gift Cards: Digital or physical gift cards cannot be returned or redeemed for cash.
  • Customized Items: Any customized or personalized car scent sprays or tailored aromatherapy sets cannot be returned.

8. Contact Information

For any questions regarding your order, eligibility, or the step-by-step return process, please contact our administrative office:

  • Company Name: ORA AROMATHERAPY LIMITED
  • Website: homeaccessde.com
  • Support Email: ernlea@homeaccessde.com
  • Mailing Address: 39 Lloyd George Road, Wainui, Gisborne 4010, New Zealand
  • Contact Phone: +64 22 139 7356