Cancellation Policy

Last Updated: 29 December, 2025

At Aromagic, we strive to provide a seamless and transparent shopping experience for our customers. We understand that circumstances may change, and sometimes customers may need to cancel an order. This Cancellation Policy explains in detail how cancellations are handled, the responsibilities of both customers and Aromagic, and the steps involved to ensure a smooth process.

1. Order Cancellation Window

  • Customers may request a cancellation within 12 hours of placing an order.
  • The 12-hour window begins at the moment the order is successfully confirmed in our system.
  • Requests submitted after this window may not be eligible for cancellation, as the order may already be processed or shipped.
  • If an order has already been shipped, the customer must follow the return process after delivery to receive a refund.

Why this matters: This ensures orders are processed efficiently while still allowing customers time to change their mind.

2. How to Cancel Your Order—Step by Step

To cancel an order promptly and correctly:

Contact Aromagic Immediately

Provide Complete Details

  • Order number
  • Customer name and email
  • Reason for cancellation (optional but helpful)

Wait for Official Confirmation

  • Aromagic will review and confirm the cancellation request.
  • You will receive a cancellation confirmation email.

Orders that are already being processed or shipped may not be cancelled, and the return process will apply instead.

3. Payment Refunds for Cancelled Orders

When a cancellation is approved, Aromagic ensures that refunds are processed quickly, securely, and transparently.

Refund Method: Refunds are always issued to the original payment method used during checkout. This maintains consistency and security for your financial information.

Processing Time: Refunds are typically processed within 10 business days (Monday to Friday). Please note that your bank or payment provider may require additional time to reflect the funds in your account.

No Fees: Aromagic does not charge any cancellation or restocking fees. Customers will receive the full refund amount for eligible cancellations.

Currency: Refunds are issued in the original currency of the order (Euros €), ensuring there are no discrepancies in the refunded amount.

Key Note for Customers: To avoid delays, it is essential that customers:

  • Submit cancellation requests promptly within the 12-hour window
  • Provide accurate order information including order number, email, and name
  • Monitor email for confirmation from Aromagic

Transparency Tip: Clear and immediate communication allows us to process refunds faster and ensures a smooth customer experience.

4. Orders Already Shipped—What You Need to Know

If your order has already been shipped from our warehouse, cancellation cannot stop the delivery. Aromagic provides clear options:

Refuse Delivery:

  • You may refuse the delivery at the courier. The package will then be returned directly to Aromagic.
  • Once the returned package is received and inspected, a refund will be issued.

Accept Delivery and Initiate a Return:

  • If you accept the delivery, you must initiate a return using our Return & Refund Policy.
  • Refunds will be issued only after the returned items are received, inspected, and verified to ensure the products are in their original condition.

Why This Matters:

  • Protects customers from being charged for products they do not want.
  • Ensures product quality and authenticity are maintained, especially for fragrance samples.
  • Offers flexible solutions depending on customer preference.

Aromagic recommends using tracked delivery services for returns to avoid disputes and ensure timely refunds.

5. Exceptions—Orders That Cannot Be Cancelled

Certain orders are not eligible for cancellation once processed. These exceptions exist to protect both customers and Aromagic operations:

  • Customized or Personalized Products: Items made or prepared specifically for a customer.
  • Promotional or Limited-Time Offer Orders: Orders processed under time-sensitive deals or flash sales.
  • Orders Already Entered into the Courier Network: Once the order is scanned and handed to the shipping courier, cancellation is no longer possible.

Customer Communication:

  • Aromagic will notify customers immediately if their order falls under any exception.
  • Customers will be guided on alternative options, such as returns after delivery if applicable.

Clear communication ensures expectations are managed and reduces customer frustration.

6. Customer Responsibilities—Ensuring Smooth Cancellations

Customers play an active role in the cancellation process. Responsibilities include:

Timely Request Submission:

  • Submit the cancellation request within the 12-hour window from order placement.

Accurate Order Details:

  • Provide full order information, including the order number, name, and email address used during checkout.

Monitor Communication:

  • Check your email regularly for cancellation confirmation or additional instructions from Aromagic.

Follow Instructions for Shipped Orders:

  • If the order has already been shipped, follow Aromagic’s return instructions carefully to ensure refund eligibility.

Consequences of Non-Compliance:

  • Orders may be processed and shipped without the possibility of cancellation.
  • Refunds may be delayed or not issued if the customer fails to follow the required steps.

Proactive participation ensures a smooth, fast, and hassle-free cancellation experience.

7. Our Responsibilities—Aromagic’s Commitment

Aromagic is committed to handling cancellations efficiently and transparently. Our responsibilities include:

Prompt Processing:

  • Review and act on cancellation requests as soon as they are received.

Clear Communication:

  • Notify customers of eligibility, status, and next steps promptly.
  • Provide guidance if the order cannot be cancelled.

Refund Issuance:

  • Issue full refunds securely to the original payment method.
  • Ensure refunds are processed within the stated timeframe of 10 business days (Monday to Friday).

Record-Keeping & Compliance:

  • Maintain records of all cancellations to comply with EU consumer protection regulations.
  • Monitor for policy abuse or suspicious activity to protect customers and Aromagic.

8. Cancellation for Bulk or Wholesale Orders

Bulk or wholesale orders may involve larger quantities, special packaging, or dedicated processing, which requires special cancellation conditions:

Immediate Contact Required: Customers must contact Aromagic immediately with full order details, including order number, quantity, and products.

Approval Based on Status: Approval of cancellations depends on:

  • Inventory availability
  • Order processing stage (e.g., already picked, packed, or shipped)

Flexible Solutions: Where possible, Aromagic may offer:

  • Partial cancellations
  • Adjusted shipments
  • Exchange or rescheduling options

These measures ensure operational feasibility while still providing flexibility to wholesale customers. Clear communication is critical to avoid misunderstandings.

9. Order Changes or Modifications – Transparent Guidelines

Customers may occasionally need to make minor adjustments to their orders, such as

  • Shipping address updates
  • Product swaps (if similar products are available)
  • Quantity changes within the same order

Key Conditions:

All modifications must be requested within the 12-hour cancellation window.

Requests submitted after this period may require:

  • Cancellation of the original order
  • Placing a new order for the desired changes

Best Practice: Contact Aromagic immediately to discuss modification options. Prompt communication ensures that changes can be implemented efficiently without delaying shipment.

10. Late Cancellation Requests—What Happens

  • Requests submitted after the 12-hour window may not be processed as cancellations.
  • Customers are still eligible to return the order after delivery according to our Return & Refund Policy, provided the product meets the eligibility requirements.
  • This second-chance process balances operational efficiency with customer flexibility, ensuring unwanted orders can still be managed responsibly.

Tip: Submitting requests as early as possible reduces delays and ensures smooth processing.

11. Disputes or Unapproved Cancellations

Orders cancelled without prior approval may face the following consequences:

  • Refusal by Aromagic: The order may continue to be processed or shipped.
  • Return at Customer Expense: Packages returned without approval may be sent back to the customer.
  • Ineligibility for Refund: Refunds may not be issued if the cancellation was not formally approved.

Customer Advice: Always wait for official confirmation before assuming that your order has been successfully cancelled. This ensures clarity and prevents misunderstandings.

12. Policy Abuse Prevention – Protecting Customers and Aromagic

To maintain fairness and operational efficiency:

Aromagic monitors cancellation patterns to detect potential misuse or abuse.

Excessive or suspicious activity (e.g., frequent cancellations, false claims) may result in:

  • Account restrictions
  • Temporary suspension of ordering privileges
  • Refusal of future cancellations

Purpose: These safeguards protect both customers and Aromagic, ensuring that the cancellation process remains fair, transparent, and reliable.

13. Fraud & Safety Protection – Ensuring Secure Transactions

All cancellations and order activities are reviewed for potential fraud to protect customers and Aromagic:

Suspicious activities may trigger:

  • Temporary order holds
  • Additional verification requests (e.g., identity or payment confirmation)
  • Cancellation of the order if fraud is suspected

Customer Responsibility: Providing accurate, complete, and honest information helps ensure cancellations are processed quickly and without delay.

These measures maintain trust, security, and safety for all transactions.

14. Communication & Policy Updates

Notification: Aromagic ensures all cancellations are communicated clearly via email, including status updates and next steps.

Policy Updates: Aromagic may update this policy at any time. Updates are:

  • Immediately reflected on the website
  • Communicated via email to registered customers when significant changes occur