Refund Policy
Our 30-day money-back guarantee
At MusicalSong Ltd, we stand behind the quality of our essential oil diffusers and are committed to your satisfaction. If you're not completely happy with your purchase, we offer a straightforward 30-day money-back guarantee.
Last Updated: 1 January 2026
Effective Date: 1 January 2026
Our Guarantee
We are confident that you will love your MusicalSong diffuser. However, if for any reason you are not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund.
30-Day Window
Return your diffuser within 30 days of delivery for any reason
Full Refund
Receive a complete refund of your purchase price
No Questions Asked
Simple, hassle-free return process without complicated requirements
Free Returns
No restocking fees or hidden charges
Return Eligibility
To be eligible for a refund under our 30-day money-back guarantee, your returned item must meet the following criteria:
Timeframe
Returned within 30 days of delivery date
Condition
Unused and in original, resalable condition
Packaging
In original packaging with all accessories and manuals
Proof of Purchase
Accompanied by original receipt or order confirmation
Note: Essential oils that have been opened cannot be returned for hygiene and safety reasons, unless they are defective.
How to Return Your Item
Returning your MusicalSong diffuser is simple. Follow these steps for a smooth return process:
Step 1: Contact Us
Email [email protected] or call +44 20 7946 0958 to initiate your return. Please include:
- Your order number
- Reason for return
- Whether you want a refund or exchange
Step 2: Receive Returns Authorisation
We'll email you a returns authorisation number and detailed instructions. This number must be included with your return.
Step 3: Package Your Item
Securely pack your diffuser in its original packaging with all accessories. Include the returns form and your returns authorisation number.
Step 4: Ship Your Return
Send your package to our returns address using a tracked shipping service. Keep your tracking number until your refund is processed.
Returns Address:
MusicalSong Ltd Returns
Unit 7, Westgate Business Park
18 Westgate
Wakefield, WF2 9XF
United Kingdom
Refund Processing
Once we receive your returned item, here's what happens:
Receipt (1-2 business days)
We'll email you confirmation when your return is received and being processed.
Inspection (1-2 business days)
We'll inspect the item to ensure it meets our return criteria.
Refund Issued (1-3 business days)
Your refund will be processed and sent back to your original payment method.
Funds Available (3-5 business days)
Depending on your bank or payment provider, funds may take additional time to appear in your account.
Total processing time: Typically 7-14 business days from when we receive your return.
Return Shipping Costs
Standard Returns
For standard 30-day money-back guarantee returns:
- You are responsible for return shipping costs
- We recommend using a tracked shipping service
- Keep your tracking number as proof of return
- No restocking fees or hidden charges
Faulty Items
If you're returning an item because it's faulty or defective:
- We will cover return shipping costs
- We'll provide a prepaid shipping label
- Contact us first to arrange this
Wrong Item Received
If we sent you the wrong item:
- We'll cover all return shipping costs
- We'll send the correct item immediately
- We'll refund any difference in price
Exchanges
If you'd prefer to exchange your diffuser for a different colour or model rather than receive a refund, we're happy to help:
Same Value Exchange
Exchange for another diffuser of the same value within 30 days. You'll only pay return shipping costs.
Upgrade Exchange
Exchange for a higher-priced model. You'll pay the difference plus return shipping.
Downgrade Exchange
Exchange for a lower-priced model. We'll refund the difference minus return shipping costs.
Non-Returnable Items
Some items cannot be returned for refunds or exchanges:
Opened Essential Oils
For hygiene and safety reasons, essential oils that have been opened cannot be returned unless defective.
Customised Items
Items that have been personalised or customised to your specifications.
Late Returns
Items returned after the 30-day window unless covered by warranty.
Damaged Items
Items damaged due to misuse, accidents, or improper care.
Warranty Returns
If your diffuser develops a fault after the 30-day return period, it may be covered under our 1-year manufacturer's warranty:
Coverage
Manufacturing defects and faulty workmanship under normal use
Exclusions
Damage from misuse, accidents, improper maintenance, or unauthorised repairs
Resolution
Repair, replacement, or refund at our discretion
See our full warranty information in the Terms & Conditions or contact us for warranty claims.
International Returns
While we primarily serve customers within the United Kingdom, we understand that some international customers may need to return items:
Return Process
International returns follow the same 30-day policy but may take longer to process due to shipping times.
Customs Documentation
Include appropriate customs documentation to avoid delays. Mark the package as "Returned Merchandise".
Currency
Refunds are issued in British Pounds Sterling. Currency conversion fees may apply from your bank.
Return Package Requirements
To ensure your return is processed quickly and without issues, please follow these packaging requirements:
Original Packaging
Use the original product packaging whenever possible. This helps prevent damage during return shipping.
Protective Packaging
If original packaging is damaged, use a sturdy box with adequate padding to protect the diffuser.
Documentation
Include the completed returns form, your returns authorisation number, and proof of purchase.
Tracking
Use a tracked shipping service and keep your tracking number until your refund is processed.
Common Questions
How long do I have to return my item?
You have 30 days from the delivery date to return your item for a full refund under our money-back guarantee.
Do I have to pay return shipping?
For standard returns, you are responsible for return shipping costs. However, if the item is faulty or we sent the wrong item, we'll cover return shipping.
When will I receive my refund?
Refunds are typically processed within 7-14 business days from when we receive your return. The exact timing depends on your payment provider.
Can I return opened essential oils?
For hygiene and safety reasons, essential oils that have been opened cannot be returned unless they are defective. Unopened oils can be returned within 30 days.
What if my diffuser is damaged during return shipping?
We recommend using tracked shipping and adequate packaging. If an item is damaged during return, contact us immediately with photos and your tracking information.
Contact Information
If you have any questions about our Refund Policy or need to initiate a return, please contact us:
Phone
+44 20 7946 0958
Monday-Friday, 9am-5pm GMT
Returns Address
MusicalSong Ltd Returns
Unit 7, Westgate Business Park
18 Westgate
Wakefield, WF2 9XF
United Kingdom