Refund policy

The short version: you have thirty days. If something is not right, we come back to the same door and collect it. There is no depot, no queue and no printed label to stick on a box.

1. Your right to change your mind

Under EU consumer law you may withdraw from an online purchase within fourteen days of receiving it, without giving any reason. We extend that voluntarily to thirty days from the day your order is delivered. Your statutory fourteen-day right remains available to you in full, and nothing written here reduces it.

To use the right, simply tell us inside the period. An email to hello@vagarhome.com or a WhatsApp message is enough. You do not have to explain why, and we will not ask. You may use the model withdrawal form set out in the Consumer Rights Directive if you prefer a formal route, but you are not obliged to.

2. How a return actually works

  • Message us and say you want to send it back.
  • We agree an evening window with you, normally between 17:00 and 21:00.
  • We come to the same address and take it from your hand at the door.
  • Collection is free on orders of €35 or more. Below €35 we charge €3.50, which is exactly what we charged to bring it to you in the first place.

Please send the item back complete: the diffuser, the cable, and the box it arrived in if you still have it. You are welcome to have opened the box and tried the diffuser out, in the same way you would have handled it in a shop. If the item has been handled beyond that and its value has genuinely been reduced, we may reduce the refund to reflect it, which is what the law allows. In practice we have never done this and we would rather not start.

3. Opened fragrance oils

Fragrance oils are sealed for hygiene and safety reasons. While the seal is unbroken you may return them like anything else. Once a bottle has been opened it cannot be sold to anyone else, and so it cannot be refunded. This is the sealed-goods exception recognised in EU consumer law, and it is the one part of this policy we cannot bend.

We do not think that should leave you stuck with a scent you do not like, so we do something better than a refund. You get one free scent swap per order. Tell us the bottle was not for you and we will bring a different one on our next run, at no charge. No proof, no argument, and you keep the bottle you opened.

4. How and when you get your money back

  • Paid by card, Apple Pay or Google Pay: the refund goes back to the same card or wallet. We issue it within two working days of collecting the item. Your bank usually takes a further three to ten days to show it.
  • Paid cash at the door: we send a bank transfer within two working days of collection. We will ask you for an IBAN and the name on the account, and nothing else.
  • If you withdraw from the whole order, we also refund the standard delivery charge you paid, as the law requires.

The legal deadline for a refund is fourteen days from the day we receive the goods back. Our own promise is two working days, and we intend to keep it.

5. If something arrives damaged, or stops working

Everything we sell carries the full two-year guarantee of conformity that EU law gives you. If an item is faulty, or is not as we described it, tell us and we will put it right at our own cost, normally by bringing you a replacement to the same door. We do not ask you to post anything to a manufacturer, and we do not ask you to prove anything for the first year.

A fault is not the same thing as changing your mind, so the thirty-day window does not apply here. Two years does.

6. The few things we cannot take back

  • Fragrance oils whose seal has been broken, for the reason given in section 3. The free scent swap covers you instead.
  • Items that have been damaged by misuse rather than by a fault, for example dropped, opened up, run with something other than water and fragrance oil, or left running dry.

7. If we disagree

Write to info@vagarhome.com and put the word COMPLAINT somewhere in it so it reaches the right person. We answer every complaint within two working days and we try to resolve it within five. If you are not satisfied with how we handle it, you can take the matter to the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority, and, if you are buying from another EU country, to the European Consumer Centre Malta. Using our complaints process never affects your statutory rights.

8. Who you are contracting with

Vagar Home is a trading name of Silêncioâmbar, Unipessoal Lda, a company registered at Rua Manhiça, Nº 465, 4 C, 1800-245 Lisboa, Portugal, company registration number PT518806707, VAT number 518806707. Email info@vagarhome.com.

Last reviewed August 2026.