Something not quite right with your order? Start here for guidance on returns, refunds, missing items, and warranty claims.

We are sorry to hear something is not as expected. This page will help you work out the fastest way to get it resolved.Please choose the situation that best describes what has happened.<hr data-start="445" data-end="448"><h3 data-start="450" data-end="510" id="1-i-have-changed-my-mind-or-ordered-the-wrong-product">1. I have changed my mind or ordered the wrong product</h3>If you ordered the wrong item, do not love the scent, or simply changed your mind, this is usually handled as a return or exchange.See: Returns and refunds: policy and how to startYou will find information on:<ul data-start="737" data-end="854"><li data-start="737" data-end="767">Which items are returnable</li><li data-start="768" data-end="794">Time frame for returns</li><li data-start="795" data-end="822">How to request a return</li><li data-start="823" data-end="854">Refund and exchange options</li></ul><hr data-start="856" data-end="859"><h3 data-start="861" data-end="915" id="2-something-is-missing-or-damaged-in-the-parcel">2. Something is missing or damaged in the parcel</h3>If an item is missing, broken, leaking, or the packaging looks tampered with, we treat this as a missing or damaged items issue.See: Missing or damaged items: what to do nextYou will find:<ul data-start="1121" data-end="1269"><li data-start="1121" data-end="1160">What photos and information we need</li><li data-start="1161" data-end="1216">How our warehouse footage is used to verify packing</li><li data-start="1217" data-end="1269">How we resolve genuine packing or transit issues</li></ul><hr data-start="1271" data-end="1274"><h3 data-start="1276" data-end="1329" id="3-my-electric-diffuser-is-not-working-properly">3. My electric diffuser is not working properly</h3>If your electric diffuser is not turning on, not diffusing, or behaving unusually, this may be solved with troubleshooting or may be eligible for a warranty claim.Start with the troubleshooting article:<ul data-start="1546" data-end="1613"><li data-start="1546" data-end="1613">My kirri diffuser is not working properly, what should I do</li></ul>If the diffuser still does not work after those steps, see:<ul data-start="1677" data-end="1738"><li data-start="1677" data-end="1738">Warranty: electric diffusers and items under warranty</li></ul><hr data-start="1740" data-end="1743"><h3 data-start="1745" data-end="1794" id="4-i-am-still-not-sure-which-option-applies">4. I am still not sure which option applies</h3>If your situation does not clearly fit one of the above, contact us and we will guide you.<ul data-start="1888" data-end="2008"><li data-start="1888" data-end="1924">Email: <a data-start="1899" data-end="1920" rel="noopener">help@houseofkirri.com</a></li><li data-start="1925" data-end="2008">Include: order number, photos if relevant, and a short description of the issue</li></ul>We will advise whether it should be treated as a return, a missing or damaged claim, or a warranty claim.

I have received my order but there is an issue

kirri smart diffusers carry a 12-month warranty, extended for as long as your refill plan stays active. What isn't covered, and how to claim.

Here&apos;s the warranty cover for kirri diffusers and how to make a claim.<h3 id="warranty-by-model">Warranty by model</h3><ul><li>Smart diffusers: all kirri smart diffusers (Element, Beacon, Pillar and Micro) carry a 12-month warranty</li><li>Refill plan members: your diffuser stays under warranty for as long as your refill plan is active. <a href="https://houseofkirri.com.au/collections/traditional-refills">Find your refill</a></li><li>Other products: email <a href="mailto:help@houseofkirri.com">help@houseofkirri.com</a> with your order number and the product in question</li></ul><h3 id="what-it-doesnt-cover">What it doesn&apos;t cover</h3><ul><li>Other oils: using non-kirri oils or fragrance products voids the warranty</li><li>Accidents: drops, impact or other accidental damage</li><li>Power: incorrect voltage or non-kirri adaptors</li><li>Wear and tear: normal wear from everyday use</li></ul><h3 id="before-you-claim">Before you claim</h3><ul><li>Power: check the outlet and use the supplied adaptor</li><li>Connector: try the spare connector that came with your diffuser</li><li>Pipe and nozzle: check the fragrance pipe is seated, then run cleaning solution through the nozzle</li><li>More help: <a href="https://houseofkirri.com.au/blogs/news/diffuser-not-working-no-mist" target="_blank">diffuser not misting or no scent coming out</a></li></ul><h3 id="how-to-make-a-claim">How to make a claim</h3><ul><li>Email: <a href="mailto:help@houseofkirri.com">help@houseofkirri.com</a></li><li>Order number: so we can find your purchase</li><li>Model: Element, Beacon, Pillar or Micro</li><li>Video: a short video showing the issue</li></ul><h3 id="what-happens-next">What happens next</h3><ul><li>Covered fault: we&apos;ll arrange a replacement unit at no cost, or another fix where that suits better</li><li>Original unit: we may ask you to send it back for assessment or recycling</li><li>Not covered: we&apos;ll explain your options, including paid replacement</li></ul>Prefer to talk? Call 1300 731 680, Monday to Friday, 9am to 5pm Melbourne time.

Diffuser warranty: what's covered and how to claim

What is returnable, what is not, how to lodge a return, and when you can expect your refund or exchange.

<h3 id="our-general-returns-policy">Our general returns policy</h3>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<ul><li style="font-size: 16px;">Returns are accepted within 30 days of receiving your order (the delivery date shown on your tracking).</li></ul>Condition of itemsTo be eligible for a change of mind return:<ul><li style="font-size: 16px;">Items must be unused, unopened and in their original packaging</li><li style="font-size: 16px;">Packaging must be in a saleable condition</li></ul>For safety and hygiene reasons, we cannot accept opened or partially used fragrance products unless they are assessed as faulty.<hr><h3 id="what-items-are-returnable">What items are returnable</h3>Generally returnable:<ul><li style="font-size: 16px;">Unused and unopened oils, sprays, candles and diffusers</li><li style="font-size: 16px;">Unused accessories in original packaging</li></ul>Not returnable unless faulty:<ul><li style="font-size: 16px;">Opened or used fragrance products</li><li style="font-size: 16px;">Products that have been damaged due to misuse, neglect, or improper storage</li></ul>If you are unsure, email <a rel="noopener" href="mailto:help@houseofkirri.com">help@houseofkirri.com</a> with your order number and photos and we can confirm.<hr><h3 id="change-of-mind-versus-faulty-products">Change of mind versus faulty products</h3><ul><li style="font-size: 16px;">Change of mind or ordered the wrong product<ul style="font-size: initial;"><li style="font-size: 16px;">Eligible items can be returned at your cost for a refund or exchange</li></ul></li><li style="font-size: 16px;">Faulty or incorrect item supplied<ul style="font-size: initial;"><li style="font-size: 16px;">If we confirm a fault or packing error, we will replace or refund, and we will carry reasonable return or replacement shipping costs</li></ul></li></ul>If the issue relates to an electric diffuser, please also see Warranty: electric diffusers and items under warranty.<hr><h3 id="are-delivery-and-return-shipping-costs-refundable">Are delivery and return shipping costs refundable</h3><ul><li style="font-size: 16px;">Original delivery charges are not refundable on change of mind returns</li><li style="font-size: 16px;">Return shipping costs are the responsibility of the customer for change of mind</li><li style="font-size: 16px;">If we have supplied an incorrect item or a product is confirmed faulty, we will cover reasonable replacement shipping costs</li></ul><hr><h3 id="can-i-return-a-gift-i-received">Can I return a gift I received</h3>If you received a kirri product as a gift:<ul><li style="font-size: 16px;">We can usually offer an exchange or store credit rather than a refund</li><li style="font-size: 16px;">We may need the original order number or purchaser details to locate the order</li></ul>Please email <a rel="noopener" href="mailto:help@houseofkirri.com">help@houseofkirri.com</a> with:<ul><li style="font-size: 16px;">Your full name</li><li style="font-size: 16px;">A photo of the item</li><li style="font-size: 16px;">Any details you have about who sent it and roughly when</li></ul><hr><h3 id="can-i-return-an-online-purchase-to-a-kirri-store">Can I return an online purchase to a kirri store</h3>Yes, you are welcome to return directly to our Richmond showroomkirri Showroom Ground Floor/36 Regent St,&#xA0; Richmond, VIC 3121<a href="https://maps.app.goo.gl/L98L5JK3mZuLRThH7">https://maps.app.goo.gl/L98L5JK3mZuLRThH7</a>We&#x2019;re open Monday to Friday, 9AM to 5PM, excluding public holidays<hr><h3 id="how-to-start-a-return">How to start a return</h3>1. Lodge your request here:<a href="https://kirri.returnscenter.com/" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;">https://kirri.returnscenter.com/</a> 2. What we need in the Return Form:&#xA0;&#x2022; Products must meet our return conditions: oils must be unopened and unused, and if you&#x2019;re returning a diffuser, please place it in its original box if possible&#xA0;&#x2022; Clear photos of the products you&#x2019;re returning&#xA0;&#x2022; A brief reason for the return, this helps us approve your request within 1 to 2 business days 3. After approval:&#xA0;&#x2022; Send the items back to us and let us know once they are on their way so we can keep an eye out for the parcel&#xA0;&#xA0;&#x2022; Once the parcel arrives at our warehouse and is inspected, we&#x2019;ll process your refund or exchange right away. Refunds usually appear within 3 to 10 business days, depending on your payment methodPlease note that return shipping is paid by the customer and delivery times vary by courier.<hr><h3 id="when-will-i-receive-my-refund">When will I receive my refund</h3>Once your return has arrived and been inspected:<ul><li style="font-size: 16px;">Approved refunds will be processed back to your original payment method</li><li style="font-size: 16px;">Refunds usually appear within 3 to 10 business days, depending on your payment method</li></ul>If you requested an exchange, we will ship the replacement once your return has been checked and approved.<hr><h3 id="need-help-deciding-if-your-item-is-returnable">Need help deciding if your item is returnable</h3>If you are unsure whether your item qualifies:<ul><li style="font-size: 16px;">Email <a rel="noopener" href="mailto:help@houseofkirri.com">help@houseofkirri.com</a> with photos of the product and packaging</li><li style="font-size: 16px;">Include your order number and a short explanation</li></ul>We will confirm the best path for you.

Returns and refunds: policy and how to start

Need a hand? Tell us a little about what you need and our team will be in touch. We reply Monday to Friday, 9 AM – 5 PM AEST. Choosing the most relevant subject helps us get your request to the right specialist faster.

Kirri

Learn about returns, exchanges, damage during transit, warranty claims, cancelations, refunds, and incorrect or missing items.

Returns, Refunds, and Warranty

Shipping & Returns

How do I place an order with kirri?

Which payment methods do you accept?

Where’s my order confirmation or tax invoice?

Can I change or cancel my order after checkout?

Why was I asked for ID and how is it stored?

An item is missing or my parcel was tampered with: what now?

Orders & Payments

How do I create, modify, or delete an account with kirri?

How do I reset my password?

How does the kirri refill plan work?

Can I modify my subscription?

How to update my shipping address or payment details?

How do I know when my next subscription order will arrive?

How do I cancel my subscription?

Is there a lock-in period on my subscription?

Why am I being charged shipping on my subscription?

Can I gift a refill subscription?

Does the refill plan extend my diffuser warranty?

Accounts & Subscriptions

Product Dimensions & Specifications

What products can be custom labelled?

What is the turn around time of the custom labels?

Can I click and collect my custom label order?

Can I customise the packaging?

Private Label & Co-Branding

Are all products a part of the wholesale range?

What oils are in the wholesale range?

What diffusers are in the wholesale range?

What room sprays are in the wholesale range?

What travel sprays are in the wholesale range?

What reed diffusers are in the wholesale range?

What candles are in the wholesale range?

Will the iconic wholesale product range sell out?

Will your wholesale range be expanding?

What diffuser options does kirri offer for larger spaces?

What is the minimum wholesale order?

What is your wholesale pricing?

Why are your wholesalers more expensive than the online store?

Can I place a bulk order?

Why are your wholesalers not on sale too?

Range & Pricing

How can I get wholesale samples?

Can I click and collect wholesale stock?

My Point of Sale (POS) unit arrived damaged.

My wholesale stock arrived damaged.

I am missing some wholesale stock

Where do I reorder my wholesale stock?

I want to change my wholesale order

Orders & Logistics

Where do I sign up for wholesale?

How can I contact kirri for support or inquiries?

Onboarding & Access

Where is the wholesale training video?

What are the benefits of becoming a wholesaler?

Training & Marketing

Wholesale

Do you offer corporate gifting?

Do you offer gift wrapping?

Why are kirri Discovery Sample Packs sprays instead of diffuser oils?

What are scent discovery strips?

Do you sell gift cards?

Gifting & Samples

What are the different loyalty tiers?

When do my rewards expire?

How long do I have to achieve a new loyalty tier?

Why have I not received my Share on Facebook reward?

Why have I not received my Follow on Instagram reward?

Why have I not received my Like on Facebook reward?

Why have I not received my Signup reward?

I am in the incorrect tier

Why have I not received my birthday reward?

How can I find out about kirri's sale promotions?

Is FIRST50 still available? Our welcome offer is now FIRST40

Do my points expire, and what happens if I return an order or cancel kirri Plus?

How did the buy one get one free offer work?

Can I use a discount code during a sale?

I redeemed my points but can't find my reward code

Where can I see my points balance and points history?

Discounts & Loyalty

What is kirri Plus and what do I get?

How does my kirri Plus monthly credit work?

How do I manage, pause, or cancel kirri Plus?

Kirri Plus Membership

Orders & Account

Shipping costs and delivery times

Can I change my delivery address after I have ordered?

PO Boxes & Delivery Restrictions

International shipping and customs duties

Tracking and Delivery Issues

What are the cut-off dates for Christmas?

What is freight protection?

Do you ship to Iran? | آیا به ایران ارسال دارید؟

Shipping and Click & Collect

Shipping and Returns Policy

Privacy Policy

Terms & Conditions

Cookies & Tracking

Policies

How much space do kirri diffusers and candles cover, and how long do they last?

How should I store my fragrance oils?

Why are some fragrances stronger than others?

How long do oils last?

My scent sample is too strong

My Micro Oil bottles slightly vary in the amount that they are filled.

What is the difference between fragrance oils and essential oils?

Do you use synthetic ingredients?

What is the difference between oil categories?

Where do your oils come from?

What ingredients are in your oils?

Does your fragrance contain PFAS?

What happened to the white and beige labels?

Why do some oils cost more than others?

Why does Coral cost more than other scents?

What scent does Ashley Furniture use?

What is Eau de Toilette (EDT)?

What is the significance of fragrance notes?

Are there other perfume strengths beyond EDP and EDT?

What is Eau de Parfum (EDP)?

why does my fragrance look cloudy or a different colour?

Which oil fits my diffuser?

Can I add kirri fragrance to my washing machine?

What are the ingredients in your perfume?

Can I use kirri fragrance oils in an oil burner?

why your kirri scent might smell a little different

Why some kirri scents come in our signature bottle

using kirri oils and sprays safely

How do I know when my diffuser oil is empty?

Fragrance Oils

The scent of my room spray does not last

How long does the room spray last for?

What is a Room Spray?

What is the difference between a room spray and diffuser?

How can I make my travel spray last longer in my car?

What if my pump or trigger breaks on my travel spray?

How do you clean a travel spray bottle?

How to store my travel spray?

Can I spray my travel spray in my car?

Can I spray the travel spray on my skin?

Why can’t I smell my travel spray?

My room spray nozzle is dripping instead of spraying. What should I do?

Fragrance Sprays

How long do the candles burn for?

Candles

Product Guides

Reed Diffusers & Electric Diffusers: How to Use Them Together

Do you test on animals?

Are fragrance reed diffusers toxic?

Can reed diffusers cause allergies?

What is IFRA?

I can't undo my oil bottle lid

How do I use my diffuser safely?

Product Care & Safety

What are the suggested settings for the Element Diffuser?

How much space does the powered diffuser cover?

Can I mix kirri oils in my diffuser?

Can I leave my diffuser on all night?

Are kirri diffuser oils safe to use at home?

Is an Aroma Diffuser a humidifier?

My Micro diffuser isn't releasing any scent.

What are the advantages of Cold Air Diffusion?

Can I use other brands of oil in my kirri diffuser?

How many drops of oil do I use?

What is the best kind of diffuser for home fragrance?

Can I download the kirri app overseas?

How close do you have to be to the diffuser for Bluetooth to work?

Why are not all fragrances included in the Smart Diffuser range?

Do I have to use the provided Smart Diffuser adaptor?

Will the Rechargeable Battery Diffuser work while it is charging?

How loud are the diffusers?

Can I access the smart diffuser remotely?

Is the Smart Diffuser quieter than the Micro Diffusers?

How do I schedule the Smart Diffuser?

How do I change the diffusion frequency?

How can I control more than one Smart Diffuser?

Can I restore factory settings?

I can't smell my fragrance

How do I set up the Element Diffuser?

How do I clean and maintain my Element Diffuser?

My Element Diffuser is not turning on

I can't smell my Element Diffuser's fragrance

The oil is leaking from my Element Diffuser

How do I change the connector?

Is the Smart Diffuser battery powered?

Why is my Smart Diffuser oil bottle not full?

How long does the Rechargeable Battery Diffuser take to charge?

How long does the Element Diffuser take to charge?

What do the lights on my diffuser mean?

Powered Diffusers

Using Your Diffuser