Q: Is the product natural?

A: Yes, our secret blend of Essential Oils is 100% natural and is derived from plants, flowers, fruits and herbs.

Q: Is The Neutralizer Essential Oil harmful to children or pets?

A: No, The Neutralizer Essential Oil is not harmful to any of its surroundings in its evaporated state. If you, a member of your family or a pet were to come into contact with The Neutralizer Essential Oil in its concentrated state, simply wash your hands with warm soapy water and rinse thoroughly.

Q: What is essential for the correct functioning of The Neutralizer?

A: It is absolutely essential that the wick be inserted carefully into the cartridge and that it has sustained no damage during this process. Correct insertion of the cartridge into your EME is also vital. You will also need to have a proper circulation of air within the environment you are using it in.

Q: While inserting the wick into the cartridge, I have accidentally bent it and it’s a bit out of shape. Do I need to purchase a new Kit or Cartridge?

A: No. Simply use your fingers to gently bring the soft wick into its original shape. If the wick has completely fallen apart, you may need to get a replacement for it. Contact your local stockist.

Q: How do I insert the cartridge into the EME?

A: Please refer to your instruction manual which can be found in the Kit Box you purchased. If you have misplaced it, visit http://www.theneutralizer.eu/downloads-s4.html where you will be able to find instructions for your Neutralizer model.

Q: What happens if there is no air circulating in my room?

A: If there is improper circulation of air in your room, The Neutralizer will not work at 100% efficiency. It will Neutralize to a certain extent but you may still be able to perceive the offending smell.

Q: What size room will it Neutralize?

A: Space coverage is model dependant. If you have bought The Neutralizer Professional Odour Eliminator Kit (TNK 120), it will cover a volumetric space of up to 375m3. The Neutralizer Compact Odour Eliminator Kit (TNCK 220) will cover a volumetric space of between 18-24m3.

Q: How long does the cartridge last?

A: So long as you have inserted the wick all the way to the bottom of the inner base of its corresponding cartridge, both the cartridge sizes will last for up to 6 weeks, if powered continuously for 24 hrs / day.

Q: Will the cartridge last longer if I turn the unit on and off as needed?

A: The cartridge may last longer, but you will lose efficiency of The Neutralizer. We have designed the product to be on permanently until the essential oil runs out. Please follow these guidelines for satisfactory results.

Q: My device is not neutralizing any smells. What could be the problem?

A: Please check all of the following if your device is not working as stated:


1.       Make sure you have purchased the correct model according to space neutralizing requirements.

2.       Check the wick for any damage. If your wick is damaged, the evaporation process will be completely different, and will not be dispersing enough odour combating molecules into the air.

3.       In the case of the TNK 120, please make sure you have turned the device on. Since the aroma of The Neutralizer in its concentrated state is quite powerful, forgetting to turn the device on is a common mistake. The TNK 220 does not have an on/off switch; simply connect it to the mains to activate the heat transmission mechanism. The best way to check that the EME is working is by touching the area around the evaporation hole to see if it is warm (allow 30 minutes after connecting). If it’s warm, it’s on.

4.       Check to see where you have placed your Neutralizer. We recommend that it is placed as follows:

a.       Opposite the air output location.

b.      At a low to waist height location at most.

c.       Make sure it is not near your air input location as the temperature of incoming air may affect the thermostat of the EME. If it is too cold, it will not evaporate correctly.

d.      If the smells you are combating are very dense, you may need to connect another kit for additional power.

If all of the above is correct and you still can’t determine what the problem is, contact us and we will assist you professionally.

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