Politique de remboursement
1. Refund Policy
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. — Please note: it is your responsibility to advise us of any changes to your PayPal email address. Refunds can take up to 10 working days to process.
This varies from formula to formula – generally, products supplied by Aromanesque have a 24-month shelf life from production. The products that you receive will have no less than 6 months validity period, but on average they will have a 12-24 months validity period. After opening, the products have a 3-24 month validity period. There’s also an expiration date listed on the packaging.
Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, or use otherwise than in accordance with its intended use.
3. Faulty & Damaged Item(s) On Arrival
If you receive goods that are faulty or incomplete or damaged on arrival, you must notify us within 48 hours of receipt of the item in writing by e-mail or by using the Contact Us page on the website.
— We do not cover faults caused by force majeure, accident, neglect, and/or misuse.
We request photographic and/or video evidence of any visible faults instead of a return, in some cases. The goods should be returned to us in line with our Returns Procedure (see below).
We will check products returned as faulty. If the fault is verified, we will replace the item within 5-8 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If for any reason, we are unable to replace the item, you will be offered a choice of a substitute alternative product or a refund for the faulty item.
Please contact us via email describing the type and extent of the fault and we will advise you on how to proceed.
In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure.
— If the goods you have returned are found not to be faulty, you will be notified in writing. We will ask you to cover the delivery charges, no return delivery charges will be refunded.
IMPORTANT NOTE REGARDING FORWARDERS
— Aromanesque can accept NO responsibility for damage that occurs during transit from a third party to the end customer.
4. Wrong Item(s) Delivered
If by mistake we supply you with an incorrect item, you must notify us within 14 days. If you wish to return the item for replacement, it must be in line with our Returns Procedure (first see 4.a/ below). Depending on the value of the item, you, the customer, are free to keep the item if you are happy with it, and any refund for a difference in value will be issued, conversely, if the item is of higher value than the original item paid for, a bank/PayPal request will be sent for the difference.
- 4.a/ If the projected reasonable carriage costs for an item to be returned exceeds the value of the item (its original sale price as listed on our website), we will ask for photographic and/or video evidence that the item is incorrect, you, the end customer, are then free to dispose of the incorrect item in the most convenient manner to yourself.
- 4.b/ If the goods should be returned to us (in line with our Returns Procedure), once we have received the incorrect items at our Despatch Depot or received proof of postage, the correct items will be shipped within 2-3 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.
5. Extra Item(s) Delivered
If by mistake, we supply you with extra items, you must notify us immediately, either in writing by e-mail or by using the Contact Us page on the website. The item(s) should be returned to us in line with our Returns Procedure. Once the goods have been returned to the Despatch Depot, you will be reimbursed for any reasonable carriage charge incurred by the return.
— If you do not inform us of receipt of extra items and you are found in possession of goods that you have not paid for, you will be charged for the goods in full.
6. Non-Delivery of Item(s)
We class an order as non-delivery if it has not arrived within 2 weeks. You have 14 days from when you made your payment to notify us of any missing items. Orders over this time period will not be refunded or replaced. Please contact us via email or the contact us form on the website. Please provide us with the original order number as a reference.
We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods.
7. Returns Procedure
Please note, as stated above, in the event of an item arriving damaged, contact must be made to ourselves in writing and we will advise whether a return is necessary or not. We request photographic and/or video evidence of all damages wherever possible, rather than a return, in some cases.
Items should be returned in their original packaging and as new to us. — Before returning any items, you must inform Aromanesque of the reason for the return. Please quote your original order number on all returns and correspondence.
In the event of an item returned to us not arriving, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage. We advise that customers return items with a signed return.
— If an item(s) is returned to Aromanesque without any written communication, and not in line with our returns procedure, Aromanesque will not refund and will not compensate including any transport costs involved.
Unless previously agreed in writing with us, we do not accept returns on custom products (such as special orders or personalized items), and personal care goods (for hygienic issues that - we hope - you sure understand). Unfortunately, we cannot accept returns on sale items or gift cards.
— Please get in touch if you have questions or concerns about your specific item.