Return & Refund Policy

Damaged or Incorrect Products

At Aroma Factory, all items checked for quality before dispatch. However, in the unlikely event that your product arrives damaged or you receive the incorrect product, please let us know at service@aroma-factory.com with your order number and photo evidence about which items are damaged or incorrect within 48 hours of receiving the item.

After we receive your claim and confirm the situation, we will arrange a replacement delivery for you as soon as possible. You do not need to return the damaged or incorrect products to us. Meanwhile, there will not be any extra charge for the replacement delivery.

Please note that claims reported outside of 48 hours will not be eligible for a return.

Returns

We hope all our customers are happy with their purchase. However, if you are not completely satisfied and would like to return your order, we will allow it as long as the product is within 30 days of receiving. To receive a full refund, the items must be returned unused and in their original packaging.

For return instructions, please contact service@aroma-factory.com so we can send you return instructions on how to send it back. Please do not send any back before contacting us first.

For any return request at Aroma Factory, we DO NOT charge any service fee. However, please kindly note that since we support free shipment, we will not cover the return shipment free. We recommend you return goods via a recorded/insured method, as we cannot be held liable for goods lost or damaged in transit, and we cannot provide a refund or exchange if we do not receive the original goods back in their original condition. 

Generally, you will receive your refund in 3-5 business days after we receive your returns and confirm the product’s condition.

If you do not receive your refund in 3-5 business days after we receive your returns, please kindly contact us at service@aroma-factory.com

Returns Address

The returns address will be sent by email to you after the request is accepted. Please do not send anything back before you contact us first.