Return & Refund Policy

Last Updated: 29 December 2025

This Return & Refund Policy explains the terms under which Aromagic accepts returns, processes refunds, and handles exchanges for purchases made through https://aromagicsamples.com/

Our goal is to provide a transparent, fair, and customer-friendly return process while complying with EU consumer laws and Google Merchant Center policies.

1. Return Window

Customers may request a return within 14 calendar days from the date the order is delivered.

  • The 14-day return window begins on the day the shipment is marked as “Delivered” by the courier’s tracking system
  • Return requests must be submitted within this timeframe to be considered eligible
  • Requests submitted after the 14-day period may be declined and are not guaranteed approval

We strongly recommend initiating the return as soon as possible after delivery to ensure eligibility.

2. Exchange Policy

We offer exchanges for eligible products, subject to availability.

  • Exchange requests must be made within the same 14-day return window
  • Items requested for exchange must meet all return eligibility requirements outlined below
  • Exchanges are processed only after the original item is returned and inspected

If the requested exchange item is out of stock or unavailable, customers may choose:

  • A refund to the original payment method, or
  • An alternative item of equal value (if available)

3. No Restocking Fee

We do not charge any restocking fees on approved returns.

  • Customers will receive a refund for the full eligible product amount
  • No deductions are made for handling or processing, provided the return meets eligibility requirements

This policy ensures fairness and transparency for all customers.

4. Return Eligibility Requirements

To qualify for a return or exchange, all of the following conditions must be met:

  • Items must be unused, unopened, and unaltered
  • Products must be returned in their original condition, exactly as received
  • Original packaging, labels, seals, and accessories must be included
  • A valid proof of purchase (order number or invoice) is required

Returns may be rejected if:

  • The product has been used, opened, damaged, or altered
  • Original packaging or components are missing
  • The return does not meet hygiene or safety standards

We reserve the right to refuse returns that do not comply with these conditions.

Fragrance decants that have been opened or used cannot be returned for hygiene reasons, in accordance with EU Directive 2011/83/EU Article 16(e).

5. Return Shipping Costs

Customers are generally responsible for the cost of return shipping.

However, return shipping costs will be covered or reimbursed by Aromagic if the return is due to:

  • A damaged item received
  • A defective product
  • An incorrect item sent by us
  • Missing items from the original shipment

In such cases:

  • Customers must contact us before returning the item
  • Supporting evidence (photos or documentation) may be required
  • Return instructions will be provided after approval

We recommend using a trackable shipping service for all returns to ensure safe delivery.

6. How to Initiate a Return

To ensure a smooth and fast return process, customers must follow the steps outlined below. Returns that do not follow this process may be delayed or rejected.

Step 1: Contact Customer Support

Within 14 days of delivery, contact us by email at:

support@aromagicsamples.com 

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Clear photos, if the item is damaged, defective, or incorrect

Step 2: Wait for Return Approval

After receiving your request:

  • Our support team will review your return request
  • If approved, you will receive return authorization and detailed instructions by email

Approval usually takes 1–2 business days (Monday to Friday)

Step 3: Prepare the Item for Return

Once approved:

  • Carefully repack the item in its original packaging
  • Include all original labels, seals, and accessories
  • Ensure the item is securely packed to prevent damage during transit

Items returned in poor condition may be refused.

Step 4: Ship the Return

  • Ship the item using a trackable shipping service
  • The return address will be provided in the approval email
  • Customers are responsible for return shipping costs unless otherwise approved

We strongly recommend keeping the shipping receipt and tracking number.

Step 5: Return Inspection & Confirmation

Once we receive your return:

  • The item will be inspected for eligibility
  • You will be notified by email once the return is approved or rejected

Step 6: Refund or Exchange Processing

If the return is approved:

  • A refund will be processed within 10 business days (Monday to Friday), or
  • An exchange will be shipped, depending on your request

Refunds are issued to the original payment method used at checkout.

Important Notes

  • Returns must be initiated within the 14-day return window
  • Items sent back without authorization may be rejected
  • Using untracked shipping may delay or prevent refund processing

7. Return Methods

All approved returns must be shipped using a trackable shipping method.

  • Customers may choose any reliable courier of their choice, provided tracking is available
  • The return package must be securely packed to prevent damage during transit
  • Original packaging should be used whenever possible

We strongly recommend:

  • Keeping the shipping receipt
  • Saving the tracking number until the return process is fully completed and the refund or exchange is confirmed

Returns sent without tracking may result in delays or may not be eligible for a refund if the parcel cannot be located.

8. Refund Processing Time

Once we receive your returned item, the following steps take place:

  1. The item is inspected to confirm it meets the return eligibility requirements
  2. If approved, the refund is processed within 10 business days (Monday to Friday)
  3. Refunds are issued to the original payment method used at checkout

Please note:

  • Banks and payment providers may require additional time to reflect the refund in your account
  • Processing times vary depending on your payment provider

If you do not see the refund after the processing period, please contact your bank first and then reach out to us for assistance.

9. Customer Responsibilities

To ensure a smooth return and refund process, customers are responsible for:

  • Initiating the return request within the 14-day return window
  • Following the approved return instructions provided by our support team
  • Using secure and protective packaging for returned items
  • Providing accurate and complete return information
  • Retaining proof of return shipment, including tracking details

Failure to meet these responsibilities may result in:

  • Delays in processing
  • Rejection of the return
  • Inability to issue a refund if the return cannot be verified

10. Our Responsibilities

Aromagic is committed to handling all returns fairly and transparently. We are responsible for:

  • Reviewing return requests promptly and objectively
  • Providing clear return instructions once a request is approved
  • Inspecting returned items upon arrival
  • Processing eligible refunds or exchanges within the stated timeframe
  • Communicating clearly with customers throughout the return and refund process

We aim to resolve all return-related matters as efficiently and professionally as possible.

11. Return Address

All approved returns must be shipped only to the following address:

Aromagic
Ollenhauerstr. 5
81737 Munich
Germany

Important notes:

  • This address must be used only after return approval is granted
  • Returns sent to any other address may not be received or processed
  • We are not responsible for returns sent to incorrect or unauthorized addresses

12. Damaged, Defective, Incorrect, or Missing Items

We take great care in packing and shipping every order. However, if you receive an item that is damaged, defective, incorrect, or missing, we are committed to resolving the issue promptly and fairly.

What to do:

You must contact us within 48 hours of the delivery date

Email us at support@aromagicsamples.com

Include the following information:

  • Order number
  • Description of the issue
  • Clear photos of:
    • The item received
    • Outer packaging
    • Shipping label

Resolution options:

Once the issue is verified, we will offer one of the following solutions:

  • Replacement of the affected item
  • Full refund
  • Partial refund (if only part of the order is affected)
  • Claims submitted after 48 hours may not be eligible, as we are unable to verify courier responsibility beyond this timeframe.

13. Lost Parcel Policy

If your order does not arrive within the estimated delivery timeframe and tracking does not show successful delivery, it may be considered lost.

Our process:

  • We will initiate a formal investigation with the shipping carrier
  • Investigation timelines depend on the courier’s internal procedures

Resolution:

If the courier confirms the parcel is lost:

  • We will issue a replacement shipment or
  • Provide a full refund at no additional cost

If tracking confirms delivery to the correct address, the order may not qualify as lost.

14. Order Cancellation Policy

We understand that customers may need to cancel an order shortly after placing it.

Cancellation rules:

After 12 hours:

  • Orders may already be processed or prepared for dispatch
  • Cancellation is no longer guaranteed
  • If an order has already been shipped, it cannot be cancelled and must follow the return process after delivery.

15. Lost or Missing Returns

Customers are responsible for ensuring that returned items reach us successfully.

Important notes:

  • All return shipments must use trackable shipping
  • Proof of return tracking is required
  • If a return is lost in transit:
  • We can only issue a refund if valid tracking shows delivery to our return address
  • Without proof of delivery, refunds may not be possible
  • This protects both parties from fraudulent or unverifiable claims.

16. Late or Missing Refunds

Refunds are processed within 10 business days (Monday to Friday) after the returned item is received and approved.

If you have not received your refund:

  • Check your bank or payment provider’s processing timeline
  • Contact your payment provider for confirmation
  • If the issue persists, contact us at support@aromagicsamples.com

Please note that banks and payment processors may take additional days to reflect the refund in your account.

17. Items Returned Without Approval

To ensure proper handling, all returns require prior authorization.

Returns sent without approval:

  • May be rejected
  • May be returned to the sender at the customer’s expense
  • May not qualify for a refund

Always contact us first to receive return instructions and approval before shipping any item back.

18. Policy Abuse Prevention

Our return policy is designed to be fair and reasonable for all customers.

To prevent misuse:

  • Return activity may be monitored
  • Excessive, repeated, or suspicious return behavior may result in:
    • Return restrictions
    • Refusal of future returns

We reserve the right to deny returns that appear abusive or inconsistent with normal consumer use.

19. Fraud, Abuse & Safety Protection

  • To protect customers and maintain platform trust:
  • All orders and returns are reviewed as part of our fraud prevention process

Returned items may be inspected for:

  • Tampering
  • Substitution
  • Excessive use

Orders or returns linked to fraudulent activity may be:

  • Cancelled
  • Refused
  • Reported to relevant platforms or payment providers

20. Business Information

Registered Company Name: Aromagic
Trading Name: Aromagic Samples

Company Registration Number (W-IdNr.): DE458806416-00001

VAT Identification Number: DE458806416 (registered for identification purposes only — VAT exempt under §19 UStG)

Registered Address: Ollenhauerstr. 5, 81737 Munich, Germany

Email: support@aromagicsamples.com

Phone: +49 160 6316267

Business hours: 9:00 AM–5:00 PM (Monday to Friday), (GMT+01:00) Central European Standard Time (Berlin)

21. Policy Updates

We reserve the right to update this Return & Refund Policy at any time.
Any changes will be published on this page with an updated revision date.