Refund policy

Returns & Refunds

We want you to love what you buy. If something isn't right, we'll make it right.

If your order arrives damaged or faulty

If your product arrives broken, leaking, or isn't what you ordered, get in touch within 7 days of receiving it. We'll replace it or give you a full refund — your choice. Send us a photo of the issue and we'll sort it quickly.

Email hello@kilnfragrance.co.nz with your order number and a photo.

If you change your mind

We understand that fragrance is personal and not every scent will suit everyone. If your product is unopened (box) and unused, you can return it within 14 days of delivery for a full refund. You'll need to cover the cost of return shipping, and the product must be in its original packaging and condition.

We can't accept returns on opened or used products for hygiene reasons. Once a roller bottle has been opened or a spray has been used, we're unable to resell it.

If something doesn't seem right with the product

If the scent seems off, the roller doesn't work properly, or something about the product doesn't match its description, please tell us. We take this seriously. Every bottle is checked before it ships, but we're human and things can slip through. We'll either replace it or refund you, depending on what you'd prefer.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or doesn't match its description, you are entitled to a remedy regardless of this policy.

How to get in touch

Email hello@kilnfragrance.co.nz with your order number and we'll respond within 1–2 business days. We're a small operation so please bear with us, but we will always get back to you.

Refund method

Refunds are processed to your original payment method. Please allow 5–10 business days for the refund to appear in your account.