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Returns and Exchanges Policy​

 

Last Updated: 4 November 2024

At Aroma Theory, we are committed to ensuring your satisfaction with our products. If you are not completely happy with your purchase, please review our return and exchange guidelines below.

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1. Eligibility for Returns

  • Time Frame: You have 30 days from the date of purchase to return any eligible items.

  • Condition: Items must be unused, unopened, and in their original packaging. We cannot accept returns for items that have been used or damaged.

  • Non-Returnable Items: Custom-blended products, personalized items, and opened products cannot be returned for hygiene and safety reasons.

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2. How to Initiate a Return

To begin the return process, please follow these steps:

  1. Contact our support team at info@aromatheory.co.uk with your order number and reason for the return.

  2. Once your return is approved, we will provide you with instructions on how to return your item(s).

  3. Please ensure the item is securely packaged to avoid damage during transit.

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3. Return Shipping

  • Responsibility: The customer is responsible for the cost of return shipping, unless the item was damaged or incorrect.

  • Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

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4. Refunds

  • Processing Time: Once we receive and inspect your return, we will notify you of the status of your refund. Approved refunds will be processed within 5-7 business days and credited to your original payment method.

  • Exceptions: Shipping costs are non-refundable, and refunds may be subject to a restocking fee in certain cases.

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5. Exchanges

  • Eligibility: We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired product.

  • Damaged or Incorrect Items: If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order. We will arrange for a replacement or issue a full refund, including return shipping costs.

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6. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at info@aromatheory.co.uk with photos of the damage and your order details. We will work with you to resolve the issue quickly and to your satisfaction.

 

7. Late or Missing Refunds

  • If you haven’t received your refund within the expected time frame, please first check your bank account again. Then, contact your credit card company or bank, as there may be a processing delay.

  • If you’ve done all of this and still have not received your refund, please contact us at info@aromatheory.co.uk for further assistance.

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8. Special Considerations

  • Custom and Personalized Products: These items are non-returnable and non-refundable due to their bespoke nature.

  • Sale Items: Items purchased on sale or as part of a promotion are only eligible for returns if they are damaged or defective.

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9. Changes to Our Return and Exchanges Policy

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with an updated revision date. Your continued use of our website indicates your acceptance of the updated policy.

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10. Contact Us

For any questions or concerns about our Returns and Exchanges Policy, please reach out to us at:

Email: info@aromatheory.co.uk

Address: 128 City Road, London, United Kingdom, EC1V 2NX

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