Refund policy

RETURNS & REFUND POLICY

At tmzxhw-um.myshopify.com (operated by W BREWIN & COMPANY LIMITED), we want you to be completely satisfied with your purchase. We craft each indoor aroma diffuser, car air freshener, and reed diffuser to help transform your space into a sanctuary of soothing fragrances. However, if you are not entirely thrilled with your order, we are here to help.

30-Day Return Window

We offer a flexible 30-day return window. You have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be unused, in the same condition that you received it, and in its original, unopened packaging.

  • Unsealed liquid fragrances, used reed sticks, or opened car diffusers cannot be returned due to hygiene and health safety standards unless they arrived damaged or defective.

  • You must provide a valid proof of purchase or receipt.

How to Initiate a Return

  1. Contact our customer care team at [email protected] with your order number, details of the item you wish to return, and the reason for the return.

  2. If your return is accepted, our support team will provide you with clear instructions on how and where to send your package.

  3. Please send all approved returns directly to our return warehouse:Return Address:

    C. de San Raimundo, 14, Tetuán, 28039 Madrid, Spain

    Attention: Alicia Gonzalez Carrasco

Note: Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying their own shipping costs for returning non-defective items. Return shipping charges are non-refundable.

  • Traceable Shipping: If you are shipping an item valued over $50, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. Fragrance bottles and glass diffusers require careful handling. If your item is defective, damaged in transit, or if you received the wrong product:

  • Email us within 48 hours of delivery at [email protected].

  • Include clear photos or videos of the damaged item and original packaging.

  • Upon verification, we will immediately send out a free replacement or issue a full refund at no extra cost to you.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund Process & Timelines

  • Inspection: Once your return is received at our facility in Madrid and inspected, we will notify you by email of the approval or rejection of your refund.

  • Processing: If approved, your refund will be processed automatically to your original payment method within 5 to 10 business days.

  • Late or Missing Refunds: If you haven't received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some processing time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at [email protected].