Send an email to soporte@olfativa.com and shortly your Olfativa Care executive will contact you to give you some recommendations. We support you!
Fragrance Exchange and Diffuser Satisfaction Guarantee.
If the scent isn't what you expected, you can request a fragrance exchange. If the diffuser doesn't meet your expectations, you can return it under our satisfaction guarantee.
You have 7 days from the date you receive your order to request a fragrance exchange. This benefit is a fragrance exchange, not a refund based on scent preference.
You have 15 days from the date you receive your order to request a return of the diffuser. Once the return is accepted, you will receive a 100% refund of your purchase price.
The refund does not apply to free diffuser promotions or any other free product.
The exchange or refund must be requested by mail and with photographs of the condition of the products.
There are no exchanges or refunds for the following reasons: Damaged equipment, cause attributable to the customer or due to negligence.
Additional
Exception to the satisfaction guarantee for subscription-based diffusers: If you request a return of the diffuser within the warranty period and decide not to continue with the subscription, you will not be required to complete any outstanding refills. Once the return has been accepted and processed, and the device has been confirmed as received at the warehouse, the authorized refund and subscription cancellation will be processed without charging you for those refills.
Olfativa Home offers a one-year warranty against manufacturing defects on all its diffusers.
In accordance with the provisions of Articles 15 and 16 of the Federal Law for the Protection of Personal Data in Possession of Individuals, we inform you that the company AKH SERVICIOS COMERCIALES, S.A. DE C.V. is responsible for the handling of your personal data, located at Av. Bonampak, Manzana 27, Lot 1-02, UC-51 Local 1-1B. Section E. Cd. Cancun. Mpio. Benito Juarez, Edo. Quintana Roo C.P. 77500, telephone (998) 6886603, email: info@olfativa.com
To initiate an exchange or refund, send an email to soporte@olfativa.com or contact the shopping experience executive who supported your purchase.
We invite you to read the comments of our customers
"I love to get home and open the door and smell the scent I love the most.
The nicest thing is that when I have visitors they always come in with a smile and say wow how nice your house smells! "
"My experience with Olfativa has been amazing. From the first time I used the diffuser I was fascinated with the range of scents and every time someone comes home, they are blown away."
Frequently Asked Questions
What if it is too much aroma or not enough?
What if I want to cancel the service?
To request cancellation, email soporte@olfativa.com. If you purchased a diffuser with a subscription, you can request cancellation after completing three additional paid refills. The complimentary scent from your initial order does not count as one of those refills.
If you request a return of the diffuser under the satisfaction guarantee and decide not to continue, the exception described in this policy applies: once the accepted return is complete and the device’s arrival at the warehouse is confirmed, the authorized refund and cancellation will be processed, without charging for any outstanding refills.
How do I choose the scent for my home?
After placing your order, one of our advisors will contact you to confirm your information and help you choose the most suitable scent for your home, or you can tell them if you already have a favorite scent.
Can I change my scent or order different scents?
Yes, and we recommend you do so. When you start your subscription you can tell us which scents you want us to send you. If you want to change scents during your subscription, just notify us 10 days before your next shipment.
Do you have more questions?
If you have any further questions, one of our executives will provide you with personalized advice.
