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. If the product is deemed as deflective, we will arrange a pickup collection to send back the deflective products and arrange another shipment for the replacement product.