Refund policy
Right of Withdrawal for Private Customers
You have the right to withdraw from this contract within fourteen days without giving any reasons. The withdrawal period is fourteen days from the day on which you, or a third party nominated by you who is not the carrier, has taken possession of the last item. To exercise your right of withdrawal, you must inform us
TRADE PEAK LIMITED
ID 15596647
86-90 Paul Street, London, Greater London, England, EC2A 4NE
Email: support@aromachic.net
by means of a clear statement (e.g., a letter sent by post, fax, or email) about your decision to withdraw from this contract. You may use the attached withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Return Policy for Perfumes:
- General Guidelines:
We strive to provide our customers with high-quality products and an excellent shopping experience. To ensure the integrity and authenticity of our perfumes, we have implemented a strict return policy.
- Unopened and Sealed Products:
Perfume products can only be returned if the cellophane seal is unopened and intact. Once the cellophane is opened, the product is considered used and cannot be returned. Unopened perfumes are eligible for a full refund.
- Hygiene and Safety Measures:
Due to the nature of perfume as a personal care item, we value hygiene and safety. Once the cellophane seal is broken, we cannot guarantee the untouched condition of the product, and therefore must adhere to our strict policy.
- Time Frame for Returns:
Customers are required to inspect the product upon receipt and report any issues within 3 days of purchase. Return requests for unopened and sealed products are only accepted within this defined timeframe.
- Defective or Damaged Products:
In the rare case that a defective or damaged product is received, customers must contact our customer service within 3 days of receipt. Proof of damage or defects may be required. If the damage is determined to be from the customer's side, our relevant departments will assess the extent of the defect. The amount of refund will be determined based on the severity of the damage, with the maximum refundable amount being up to 60% of the original product value. A replacement delivery or refund will be provided at our discretion after the assessment is completed. Please note, this policy applies to cases where damage occurs after the delivery of the product and is not due to manufacturing defects. Customers are encouraged to handle products carefully and report issues promptly to expedite the assessment process.
- Refund Process:
Refunds for eligible returns are processed within 30 days after receiving the returned product. Refunds are made to the original payment method used for the purchase.
Exceptions: Our strict return policy is non-negotiable for opened or used perfume products. Exceptions are made only for products with manufacturing defects or damages.
Customer Responsibility: Customers are responsible for ensuring that the product is the desired fragrance before breaking the cellophane seal. Please read product descriptions and reviews carefully before making a purchase.
Contact Information: For inquiries or to initiate a return, please contact our customer service at support@aromachic.net . Provide your order number, details of the issue, and any necessary evidence. By making a purchase with us, you acknowledge and agree to adhere to this return policy. We thank you for your understanding and cooperation in following these guidelines for the benefit of all our customers.
- Response Time:
After initiating a return, refund, or product exchange, customers can expect a response via email from the relevant department within a timeframe of 48 hours to a maximum of 7 days. This period allows for a thorough inspection and assessment of the reported issue. We thank you for your patience during this process and assure you that we are committed to providing a comprehensive and fair solution within the given timeframe. Customers will be informed about the outcome of the assessment, and further actions such as refunds or product exchanges will be promptly carried out after the inspection is completed. This information is provided to set clear expectations regarding the response time for customer inquiries via email and to emphasise our commitment to timely problem resolution.
- Return Process:
In the event of a return, refund, or product exchange, the customer must initiate the process by returning the received product to the address provided by our customer service. Upon receipt of the returned product, a responsible department conducts a detailed inspection. This process may include verifying the condition of the product, checking the intact cellophane seal (for unopened products), and assessing any reported defects or damages. Refunds or product exchanges are processed within 30 days after receiving the returned product and completing the inspection. The customer will be informed about the outcome of the assessment. Refunds are made to the original payment method used for the purchase. For a requested product exchange, the replacement item will be sent immediately, subject to product availability. Please note, this return process ensures a fair and thorough assessment to maintain the integrity of our return policy. By initiating a return or exchange, the customer agrees to follow the described process, understanding that a detailed inspection is necessary to determine eligibility for a refund or product exchange. We thank you for your cooperation and patience during this process.
- Customer Behaviour and Consequences:
Customers are expected to follow the outlined return process for refunds, exchanges, or product-related concerns. In case of dissatisfaction or problems, customers are required to contact our established customer service channels for assistance. Failure to comply with the prescribed return process may result in no refund being made. Contacting a third party without first going through the established return process automatically waives customers' rights to claim refunds, exchanges, or any other form of compensation. Any legal action taken without proper adherence to our established procedures may be considered a breach of the terms set out in this policy. Customers engaging in such behaviour may also be held accountable for any damages to our reputation. We encourage customers to communicate with us through the provided customer service channels in a respectful and constructive manner to address concerns promptly and efficiently. This provision is included to ensure customers understand the importance of following the established procedures and communication channels and to promote a fair and cooperative resolution process.