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Refund and Returns Policy

Effective Date: 17 October 2026

Welcome to the official Refund and Returns Policy of THE STOCKROOM LIMITED. This policy is created to ensure complete transparency for all customers shopping on our e-commerce website www.thestockroomltd.com, covering all rules and guidelines for product returns, exchanges, and refund requests for our full range of indoor aromatherapy, car aromatherapy, adjustable brightness diffusers, and natural essential oil blends. As a small, home-grown indoor aromatherapy brand based in Christchurch, New Zealand, our policy aligns with New Zealand’s Consumer Guarantees Act and all applicable local trade regulations, while clearly outlining our core rule that pure “refund only” requests without the return of the purchased product are not permitted under any standard circumstances.

For any questions related to this policy, you can reach our dedicated customer support team through these official contact channels:

  • Legal Entity Name: THE STOCKROOM LIMITED
  • Official Website: www.thestockroomltd.com
  • Contact Email: rivet@thestockroomltd.com
  • Physical Address: 55c Twin Parks Rise, Papakura, 2110, New Zealand
  • Contact Phone: +64 9 578 5099‌

1. Core Non-Refund-Only Rule (Primary Policy Highlight)

We strictly do not approve any “refund only” requests that do not involve the return of the original purchased product, as stated clearly as the foundational rule of this policy. For all eligible claims under New Zealand’s Consumer Guarantees Act, customers are required to return the relevant physical product to our designated return address before we proceed with any approved resolution, whether that resolution is a replacement product, store credit, or partial refund tied to the returned item. We will never process a full or partial 100% cash refund for any order where the customer keeps the purchased item and only requests a monetary refund.

This rule applies to all our product categories, including our soft natural scent essential oil blends, adjustable brightness home diffusers, and light non-overwhelming car aromatherapy products. We uphold this rule to ensure equal, fair treatment for every customer across New Zealand, protecting our small brand’s ability to continue creating gentle long-lasting scents that wrap your space in that unmistakable New Zealand calm inspired by native manuka, fern, and coastal salt air.

2. Eligibility for Returns

Customers can submit a valid return request within 30 calendar days of receiving their order, only if the product meets one of the following eligible conditions:

  • The product arrives damaged, broken, or with visible manufacturing defects that prevent it from functioning as described on our product listing
  • The product is confirmed to be significantly different from the listed product description on www.thestockroomltd.com
  • The sealed packaging of unused essential oil blends or unopened diffuser units are unopened, and the customer changes their mind and wishes to exchange for a different scent or product variant

To submit a return request, you must contact our support team at rivet@thestockroomltd.com first, provide your order number, clear photos of the product, and a short description of the issue you encountered, before we approve your return initiation. Items that have been opened, used, or had their original seal broken are not eligible for change-of-mind returns, to ensure hygiene and product safety for all our customers.

3. Approved Resolutions (No Standalone Refund Options)

Once we receive and inspect your returned item to confirm it meets our return eligibility criteria, we will offer you the following approved resolution options, and no standalone cash refund with no product return will ever be provided:

  1. ‌Product Replacement‌: We will send you an identical brand new unit of the product you returned, or if the original item is out of stock, we will arrange an upgrade to a similar higher-value product at no extra cost to you, paired with a small free sample of our new arrival soft scents.
  2. ‌Store Credit Voucher‌: You will receive a 105% store credit that equals the full purchase price of your returned item plus an extra 5% bonus credit, which can be used for any future order across all products on our website, including our new adjustable diffuser brightness collections and limited edition seasonal aroma blends.
  3. ‌Partial Refund Tied to Returned Damaged Portion‌: If only part of your multi-item order arrives damaged, and you choose to keep the remaining intact products while only returning the defective unit, we will process a partial refund that only covers the exact value of the returned defective product, and this partial refund will never be processed before we receive and verify the returned damaged item.

We will not cover the return shipping cost for change-of-mind returns, but we will fully cover all return and re-delivery shipping fees for products with confirmed manufacturing defects or delivery damage issues.

4. Exclusions from Returns

The following items and circumstances are not eligible for any return request under this policy, and no associated refund or store credit will be approved:

  • Any custom-blended scent products made to a customer’s exclusive personal preference
  • Any products that show signs of misuse, accidental damage caused by the customer, or improper operation against the product user manual
  • Any items purchased during final clearance sales, which are clearly marked as non-returnable on their respective product listing pages
  • Any request that asks for direct refund without returning the purchased product, which will be immediately rejected under our no refund only rule.

If you have any questions about whether your order or product meets return eligibility, reach out to our support team via phone at +64 9 578 5099‌ before submitting a request, and our team will provide you with clear guidance aligned with this policy.