Refund policy
14-day right of withdrawal
You have 14 days from the day you receive your order to withdraw from your purchase, without giving a reason.
To withdraw, email hello@karosair.com with your order number and a statement that you're withdrawing. Any wording is fine. You can also use the model form at the bottom of this page, but you don't have to. We'll confirm by email and send you a prepaid return label.
Send the goods back within 14 days of telling us. Please don't return anything before contacting us — we can't process returns we aren't expecting.
Return shipping is on us. You won't be out of pocket for returning an item.
We'll refund you within 14 days of receiving your withdrawal notice, including the standard delivery cost you paid. If you chose a premium delivery option, we refund the standard rate. We may hold the refund until the goods reach us or you show proof of postage. Refunds go back to your original payment method, with no fees to you.
You're welcome to unpack and test the diffuser as you would in a shop. You're only liable for a reduction in value if you've handled it beyond that.
What can't be returned
Sealed goods that have been unsealed can't be returned for hygiene reasons — this is Article 38 of the Polish Consumer Rights Act.
For us that means one thing only: opened fragrance refills.
- The diffuser itself is always returnable, tested or not.
- Sealed refills are returnable.
- If you return a diffuser with one refill opened, we refund everything except that refill.
Faulty, damaged or wrong items
Separate from the 14 days above, you have two years of statutory rights if an item doesn't conform to what was ordered.
Email hello@karosair.com with your order number and photos. You can ask for repair or replacement first; if we can't deliver that within a reasonable time, you can ask for a price reduction or a full refund. We cover every shipping cost involved.
Cancelling before dispatch
Orders leave within 1–2 business days. If yours hasn't shipped yet, email us and we'll cancel and refund it in full — faster and easier than a return.
If we can't agree
Email us first. If that doesn't resolve it, Polish consumers can approach the district consumer ombudsman (rzecznik konsumentów), the Trade Inspection Authority (Inspekcja Handlowa) for mediation, or the UOKiK consumer helpline. These routes are voluntary for both sides.