CUSTOMER SERVICE POLICY

Policy Scope & Application Rules

This Customer Service Policy standardizes all pre-sales consultation, order processing, logistics arrangement and after-sales support services for fragrance and scenting devices. It applies equally to all global customers to ensure consistent, professional cross-border service experiences.

Professional Pre-Sales Scent Consultation

Our service team provides targeted guidance including fragrance note introduction, space area matching, diffuser model selection, commercial scent branding solutions and daily usage maintenance tips, helping users select the most suitable scenting products for different scenarios.

Standard Order Processing Cycle

All successfully paid orders will be systematically reviewed, quality inspected, leak-proof and shockproof packaged, and arranged for shipment within 1 to 3 business days. Liquid essential oils and electronic diffusers are professionally packaged to avoid leakage and damage during international transportation.

Unified Global Delivery Standard

We implement a unified global delivery cycle for all cross-border orders. The estimated delivery time for all regions worldwide is 6 to 12 business days. No expedited shipping service is provided to maintain equal logistics treatment for all users.

Global Free Shipping Benefit Rules

All home and business scenting products enjoy permanent free worldwide shipping with no minimum order threshold. No shipping fees, handling fees or regional additional costs will be generated during checkout. All transactions are uniformly settled in US dollars.

60-Day Universal Return Protection

We provide a 60-day valid return window for all orders, starting from the customer’s package delivery confirmation date. Users can submit return applications for product quality defects, liquid leakage, device failure, shipping errors and other non-human-caused abnormalities.

Fixed Refund Processing Period

After returned products are received by our warehouse and pass official quality inspection, all refund review, verification and fund release procedures will be completed within 5 to 10 business days.

Equal & Fair Service Principle

All customer inquiries, order problems, scent matching consultation and after-sales applications are treated equally regardless of order amount, purchasing region or consumption frequency. No discriminatory service processing will be adopted.

Continuous Service Optimization Mechanism

We continuously optimize service workflows based on global user feedback and international fragrance e-commerce standards, improving consultation accuracy, logistics transparency and after-sales problem-solving efficiency for scenting products.

Core Service Tenet

We adhere to rigorous, sincere and warm service attitudes. We take every spatial scenting purchase seriously, providing reassuring and thoughtful full-cycle service for global family and business users.