Unopened orders
If you've changed your mind, you can return an unopened product within 10 days of delivery for a full refund.
"Unopened" means the outer carton seal is intact and the inner stopper is still in the bottle. Email info@byliwan.com with your order number to start a return.
Return shipping is included. Refunds are processed to the original payment method within 5 of the product reaching us.
Opened products
Once the stopper is removed, the product can't be returned. It's a fragrance oil in an open vessel — we can't verify it, we can't resell it, and we won't send it to someone else.
This isn't us being difficult. It's the same reason you can't return an opened bottle of perfume anywhere.
Damaged or faulty
Different rules, and much simpler: if it arrives broken, leaking, or wrong, we replace it.
Photograph the damage, email info@byliwan.com within 48 hours with your order number, and we'll sort it. You won't need to send anything back.
If you think the scent is faulty
Before starting a return, check the inner stopper is out. This is by far the most common reason a diffuser seems to have no scent, and it's fixable in ten seconds.
If the stopper is out, the reeds have had an hour to draw, and it still smells of nothing, email us. We'd genuinely rather know.
Cancelling an order
If it hasn't shipped, email info@byliwan.com and we'll cancel it. Once it's with the courier we can't recall it, but you can refuse delivery or return it unopened.