Refund policy

At Aromalux, we want you to be satisfied with your purchase. In addition to any statutory consumer rights that may apply, we offer a 30-day voluntary return policy for eligible products.

30-Day Returns

You may request a return within 30 days of receiving your order.

To qualify under our voluntary 30-day return policy, the item must:

• Be unused and unopened.
• Be in its original condition and original packaging.
• Include any original accessories, components or documentation supplied with it.
• Be accompanied by proof of purchase.

To request a return, please contact us at sales@aromalux.co before sending any products back to us.

Once your return request has been accepted, we will provide you with return instructions.

Customers are responsible for arranging and paying for the return shipment when a return is due to change of mind, personal preference, ordering the wrong product, or any other reason not caused by an error on our part. We do not provide prepaid return shipping labels for these returns.

Returns must be sent to:

HELESSENCE SMPC
Ethnikis Antistiaseos 52
Thessaloniki 56123
Greece
Tel: +30 231 406 7630

Items sent back to us without first requesting a return may not be accepted.

European Union 14-Day Right of Withdrawal

If you are a consumer purchasing online within the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving the goods, without having to provide a reason.

This statutory right is separate from, and is not restricted by, our voluntary 30-day return policy.

To exercise your right of withdrawal, you must inform us of your decision within the 14-day period by contacting sales@aromalux.co.

After notifying us, the goods must be returned without undue delay and within the applicable statutory return period.

The customer is responsible for the direct cost of returning goods to us when exercising the right of withdrawal. Return shipping must therefore be arranged and paid for by the customer.

During the statutory withdrawal period, you may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make an appropriate deduction from the refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be permitted for such an inspection.

Where the statutory right of withdrawal applies, we will refund the amount paid for the returned goods together with the cost of the least expensive standard delivery method offered for the original order. Additional delivery charges resulting from your choice of an expedited, premium or more expensive delivery service are not refundable.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If an item is damaged, defective, or different from what you ordered, please contact us at sales@aromalux.co as soon as possible, providing your order details and, where appropriate, photographs of the issue.

If we confirm that the problem is due to an error on our part or that the goods are defective, we will arrange the appropriate remedy in accordance with your applicable consumer rights.

Where a return is required because we supplied an incorrect, damaged or defective item, Aromalux will cover the reasonable return shipping cost.

Nothing in this policy limits your statutory rights in relation to faulty or non-conforming goods.

Exceptions and Non-Returnable Items

Certain products may be excluded from return where permitted by applicable law, including:

• Goods made to your specifications or clearly personalised.
• Sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been removed, where the relevant legal exception applies.
• Products that have been used, consumed, altered, mixed with other substances, or otherwise changed from their original condition.
• Other goods for which a statutory exception to the right of withdrawal applies.

Some fragrance, diffuser or related products may also be subject to transport restrictions because of their classification. If a product requires a specific method of return transport, please contact us before shipping it so that we can provide the appropriate instructions.

Any such transport requirements do not affect statutory consumer rights.

Sale and Promotional Items

Products purchased at a reduced or promotional price remain subject to any statutory rights that apply.

Where no statutory right of return applies, items specifically identified as final sale or non-returnable before purchase may be excluded from our additional voluntary 30-day return policy.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the unwanted item in accordance with this policy and place a separate order for the replacement product.

Return Shipping Costs

For clarity:

Change of mind, personal preference or voluntary return:
The customer arranges and pays for return shipping.

EU 14-day statutory withdrawal:
The customer arranges and pays the direct cost of returning the goods.

Incorrect, damaged or defective item:
Where the issue is confirmed to be our responsibility, Aromalux will cover the reasonable return shipping cost where a return is required.

Return shipping charges paid by the customer are not refundable unless the return results from an error on our part or applicable law requires otherwise.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

For returns made under the EU statutory right of withdrawal, refunds will be handled within the time limits required by applicable law. Where permitted, we may withhold the refund until we have received the returned goods or you have supplied evidence that the goods have been sent back to us, whichever occurs first.

For returns made solely under our additional voluntary 30-day return policy, eligible refunds will normally cover the purchase price of the returned goods. Original delivery charges are not refundable unless required by applicable law.

Once a refund has been processed by us, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at sales@aromalux.co.

Contact Us

For return, refund or damaged-order enquiries, please contact:

Aromalux / HELESSENCE SMPC
Ethnikis Antistiaseos 52
Thessaloniki 56123
Greece

Email: sales@aromalux.co
Tel: +30 231 406 7630