All sales are final. Goods sold are non-refundable and non-exchangeable.

A defect is an imperfection in a product arising from a manufacturing or design defect that hinders a product to perform its desired function.

If you suspect that the item you have received is defective, please write in to customer.care@hysses.com with your purchase details and photos and/or video to support your claim within 7 days, and HYSSES will initiate an investigation to identify the defect. Once the defect is identified, HYSSES will proceed to validate a one-time exchange for the customer.

NOTE:

There may be a slight discrepancy in the product design (especially handmade products such as clay diffuser or wood grain) from the online store's product photo. In such cases, this variance is not considered a product defect. Diffusing Products with clay are expected to have the colour changed in the clay due to the interaction of the essential oils in the diffuser. This is a normal reaction and is not considered a product defect.

HYSSES products are made from 100% natural ingredients which may vary in scent intensity and colour from the different batches of harvest. No artificial fragrances are added to ensure consistency across the batches. Therefore, Essential Oils and Home Scents are not considered defective for consistency in scent intensity and colour variation across batches. 

You may refer to the table below for some examples of products which are non-returnable:

Essential Oils 
Essential oil seal is broken

Home Scents 
Reed diffuser sticks have been used
Diffuser / Room Scent Oils are used
Diffuser liquid has oxidised due to prolonged oxygen exposure

Ceramic Diffusers/ Scenting Clay 
Broken/cracked clay pieces
Clay diffusers that have been discoloured due to prolonged usage

Face/Hair/Body Products
Bottle is damaged externally (e.g. dented/cracked)
Pump head dispenser has been ejected
Safety seal sticker has been tampered

Machines
Nebulisers and Water Mist Diffusers have been used with essential oil.
Broken or cracked glass parts – glass chamber, glass tip, glass funnel 

Others 
Products that are close to its expiry date
Products that are bought during promotion periods or Warehouse Sale

Yes, we accept exchanges for products purchased through our online store and authorised sellers on third-party marketplace (e.g. Shopee, Lazada). For product exchanges, you will need to send an email to customer.care@hysses.com with your order number and reason for the exchange within 7 days of receipt. If your product exchange request is approved, we will contact you for further instructions.

Acceptable reasons for exchange:

- Wrong item received

- Defective/faulty

- Damaged upon receiving

It is HYSSES responsibility to make sure that the item is securely packed with ample cushioning such as sponge or bubble wrap. If you have opened the packaging and found that your item is broken or damaged, please take a photo of the damages immediately and send it to customer.care@hysses.com. HYSSES will contact you to guide you on the process to receiving your replacement.

NOTE:

If product has separate parts, we may send replacements for only parts that were damaged.

No. HYSSES does not accept product returns for opened and used products for hygiene and quality control purposes. You may refer to our exchange and return policy to see if your product has met the criteria for an exchange.

All sales are final. Goods sold are non-refundable and non-exchangeable.

It is HYSSES and the customer's responsibility to check the condition of all products during purchases before leaving the boutique.

HYSSES retail staff will conduct a thorough check with the customer on the following:

1. Breakable products are not broken, cracked, dented, stained and/or scratched.

2. Product does not have missing parts, for example:
a. Reed diffusers come with diffuser sticks
b. Ceramic diffuser contains diffuser liquid in correct scent (unless otherwise stated)
c. Nebulisers and Ultrasonic Mist Diffusers come with adaptor and glass chamber

3. Actual product matches with packaging box

4. Machines are tested to be in working condition in front of customers:
a. Electric Burners are tested with new light bulb
b. Nebulisers and Ultrasonic Mist Diffusers are tested with accompanying adaptor and glass chamber

5. Products sold within 6 months of expiry made known and acknowledged by customer

HYSSES will not be responsible for any product damages after the customer leaves the boutique, therefore broken products will not be allowed for product exchanges.

Due to the volatile nature of our products and hygiene reasons, we do not allow refunds for non-defective products. Refunds for defective products are considered on a case-by-case basis and will only be granted by approval from the management after investigation. You may write in to customer.care@hysses.com to request a refund.

Customers may exchange products at the same HYSSES boutique if the product has met all criteria listed above.

For a full listing of our HYSSES boutiques, you may visit: https://hysses-indonesia.myshopify.com/pages/store-locator

Note: If you wish to exchange your product at a different boutique, please inform us at customer.care@hysses.com so necessary arrangements and ample communication can be given to our retail team.