FAQ
Below are the most frequently asked questions along with their solutions. Based on our experience, all "product issues" are caused by incorrect settings or just a lack of understanding but that's why we are here to answer it all for you. Please review the information below to ensure your device is set up for the best performance. If you need any further assistance, we’re here to help! Just send us a message on Facebook for a quick response.
Q: How do I open the device to put the bottle in?
A: Simply push the circle underneath the device upwards, and the top section will pop out. Pull it out, unscrew the spare bottle included, and screw on the filled bottle of oil. Then, just place it back into the machine and you are good to go. Please see the video below:
Q: My diffuser isn’t producing mist.
A: It actually is, you just can't see it with the naked eye most of the time. However, our diffuser is designed to release a strong scent, not necessarily visible mist. Different oils have varying thickness, so some may produce a visible mist, while others might not. Most of the time, the mist isn’t visible to the naked eye. However, if you shine a torch or use your phone’s flashlight above the hole, or place the diffuser against a dark background, you should be able to see the mist. Remember, it's all about the scent, so don’t worry too much about the mist. Please see the video below:
Q: My device turns off and doesn't seem to work.
A: It sounds like your device is set to run for only 15 seconds. Simply press the power button to adjust the settings. Set it to 120 seconds on the right side by tapping the button, and you'll find that the scent will fill the room in just a few minutes, you can then tap it again to change to lower settings such as 15 or 60 seconds, we find 15 seconds is perfect for a small space like your car where 120 seconds is much better to fill your home! Please see video below:
Q: I’ve set the device to 120 seconds, but I still can’t smell anything.
A: The issue might be a blocked tube or core. Please check the tube isn't hitting off the bottom or side of the bottle first which can block the oil from being pulled up, if it looks okay, replace the tube and the core (the core is the white part the tube fits into) from the spare parts bag that came with your device. Make sure to cut the tube to the correct size – remember if it's too long and touches the bottom of the bottle, it can stop the oil from being pulled up properly. We also sell our Scentwave Cleaning Fluid which is great to clean your device out between scents, you can purchase it by clicking >HERE< for only £2.99. We also provide spare tubes and cores in a pack of 3 which you can purchase by clicking >HERE<
Q: My device won’t charge.
A: Please use the charger cable provided with your device. We've found that many other USB-C cables don’t work because the metal tip is too short. Our cable is specifically designed to work with your device, and we test every one before shipping to ensure it works perfectly. We have only had 2 people say it doesn't charge, but then when asked to return them for testing they have said it's now working fine, please make sure the charger is turned on and inserted correctly!
Q: My device is leaking oil.
A: This usually happens if the device is turned upside down while the fragrance bottle is inside. Please avoid turning the device upside down, as this can damage the unit which would void the warranty, as soon as the device is inspected we can tell if its been turned upside down with oil inside as the oil ends up in places that it cannot get to otherwise. We clearly state in the instructions and on the device itself that the diffuser should never be turned upside down while the oil is inside. When used correctly, the device will never leak oil.
charger is turned on and inserted correctly!
Q: The lights are just flashing green on and off
A: This means your device needs charged. When charging, there is a red light above the charge port, once it turns green, its fully charged and ready to use again. IF there is no light at all, it means its not charging, please use a different charge cable or plug, or both and it will charge normally.
Are the oils safe for using in a home with pets?
We sell both fragrance oils and Essential Oils, Our fragrance oils are designed with pet-friendly considerations, ensuring they're safe to use in your home when following proper guidelines. For the safety of your furry friends, always place oils or diffusers in an area that's inaccessible to pets and on a stable, flat surface to prevent any mishaps such as tipping or spills.
While we prioritize the safety of your pets and use ingredients that are generally safe for animals, we cannot guarantee against individual allergies. Just as humans have diverse reactions to scents and substances, the same applies to pets. Although we have never had any issues with pet owners, we recommend monitoring your pet for any unusual reactions and consulting with your veterinarian if you have concerns regarding specific allergies.
Essential Oils: Are They Safe for Pets?
Many essential oils, including eucalyptus, tea tree, cinnamon, citrus, peppermint, pine, wintergreen, and ylang ylang, can be toxic to pets. Whether applied to the skin, used in diffusers, or ingested through a spill, these oils can pose serious risks to your furry friends. Always exercise caution when using essential oils in a home with pets. Always do your own research or speak to a vet before using essential oils in a home with pets. If in doubt, we recommend using our Fragrance oils.
What Oils Can Be Used in the Scentwave Diffuser?
While we recommend using our own Scentwave Oils, the Scentwave Diffuser is versatile and works perfectly with both pure essential oils and synthetic fragrance oils.
Why Choose a Waterless Diffuser?
Waterless diffusers offer several benefits, including a more concentrated scent since there’s no dilution. This results in better coverage and a stronger aroma. Plus, they don’t have the issue of water building up, meaning less maintenance—no need to clean out the machine after every use!
How Long Does the Oil Last?
Our 10ml fragrance oil blends can last up to 110 hours on the lowest setting. If you’re using the diffuser for around 3 hours a day, that’s almost 40 days per bottle.
Is the Scentwave Diffuser Loud?
Not at all! The Scentwave diffuser operates quietly, with a noise level of just 30 decibels (db), ensuring it won’t disturb your environment. Remember it is an electronic device so there is some noise, if sitting in silence then you will of course hear it.
Can It Handle Large Spaces?
Definitely. The Scentwave diffuser has an impressive coverage area of up to 80m², meaning it can fill large spaces with ease. In most four-bedroom homes, it typically fills the entire downstairs area within 5-10 minutes.
Is This Similar to NEOM Diffusers?
No. The Scentwave Diffuser is more advanced—it’s quieter, offers better battery life, stronger scent coverage, is reliable and has more control options. Plus, it supports a wide range of oil-based fragrances.
What Are the Dimensions of the Scentwave Diffuser?
The Scentwave Diffuser stands at 11.9cm tall and 7cm wide. It’s sleek, stylish, and compact—perfect for any room or even on the go. It fits comfortably in a car’s cup holder, making it ideal for use in vehicles too.