Returns & Exchanges

At Loon & Stone, every diffuser and refill is crafted in small batches, inspected by hand, and made with care. Because each piece is individually made, natural variations in wood, color, and texture are what makes your diffuser unique.

We want you to absolutely love your purchase.

Our Satisfaction Promise

30-Day Money-Back Guarantee

We want you to love living with Loon & Stone. If your diffuser isn’t right for your space, you can request a return within 30 days of delivery.

What’s eligible

Diffusers purchased directly from our website are eligible for return within 30 days of delivery.

Scent exchanges

Not loving your scent? We get it - fragrance is personal. Contact us within 30 days and we'll exchange it for a different scent or offer store credit so you can find your perfect match. (Exchanges and store credit only - opened scents cannot be refunded for safety reasons.)

What's not eligible for refund

Due to the nature of essential oils, opened essential oils and refills cannot be returned for a refund. However, we're happy to help you find a scent you'll love through an exchange or store credit. If something arrives damaged or incorrect, we'll make it right.

Condition

Returned diffusers must be in good condition after normal at-home use. Original packaging is appreciated when possible.

Easy returns – no guesswork

If it's not the right fit, we'll send you a prepaid return label and handle the rest.

Refunds

Once your return is received and inspected, your refund will be issued to the original payment method. Please allow 3–5 business days for processing. Expedited shipping fees are non-refundable unless the issue was caused by us (damage, defect, wrong item).

Exchanges

If you’d prefer an exchange, please contact us – we’re happy to help.

How to start a return

Email contact@loonandstone.com with your order number and a brief note. We’ll take care of the rest.

Damaged Shipments

If your order arrives damaged:

Take a clear photo of the packaging and product
Email contact@loonandstone.com within 7 days
We will ship a replacement at no cost. No need to send anything back unless we request it.

Subscription Returns

Subscription refills are prepared and packed specifically for your order, so they cannot be returned once shipped.
You may cancel or modify your subscription anytime before your next billing cycle – no penalties, no fees.

Gifts & Retail Purchases

If you received a Loon & Stone diffuser as a gift or through a retail partner:

We provide support directly
Retail returns/refunds must follow the retailer’s own return/refund policy
ScentCore™ refills and inserts must be purchased directly through us

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