Refund policy

Returns & Refunds

We hope you love your SCENTMATTER pieces. If something isn’t quite right, please contact us at info@onemahj.com so we can help.

Returns

You may request a return within 7 days of delivery. Once approved, please send your return within 7 days of approval.

To qualify, items must be unused, in their original condition, and returned with their original packaging and all included accessories.

Ceramic incense holders and diffuser flowers: Must not have been used with incense, oils, or other fragrance products.
Incense, fragrance oils, and scented sachets: Must be unopened with any original seals intact.
Scented bead bracelets: Must be unworn and unused.

Opened fragrance products and used items are not eligible for change-of-mind returns, including returns based on scent preferences. This does not affect claims for damaged, defective, or incorrect items.

How to Start a Return

Email us with your order number and the items you would like to return. We’ll provide return instructions and the correct return address.

Please contact us before sending anything back. The address on your shipping parcel may not be our return address.

Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges, if paid, are non-refundable.

Please pack fragile items securely, using the original protective packaging where possible, and use a tracked shipping service. Damage caused by inadequate return packaging may affect your refund.

If we sent an incorrect or defective item, we will cover any necessary return shipping costs.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible—ideally within 7 days of delivery—with your order number and photos of the item and packaging.

Please keep the item and packaging until we provide instructions. We’ll arrange an appropriate replacement or refund at no additional cost to you.

Handmade Variations

Our handmade ceramic pieces may feature slight variations in shape, petal arrangement, size, and color. Natural fragrance products may also vary slightly between batches.

These variations are part of each piece’s character. Cracks, breakage, and defects that affect the product’s intended use are handled separately under our damaged-item policy.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may take additional time to post the refund.