1. Scope; Relation to Terms of Service

 

1.1. This Policy governs returns, exchanges, and refunds for AromaCore Limited products (electronic diffusers and branded cartridges/oils) purchased on official AromaCore platforms.

 

1.2. The Policy applies to all countries where we deliver products. Mandatory consumer rights of your jurisdiction (including the Consumer Rights Act 2015, Directive 2011/83/EU, and equivalents in the USA/Canada/Australia/Asia) remain valid and take precedence where they cannot be contractually limited.

 

1.3. For pre-orders (including Kickstarter), special conditions apply as specified in our Terms of Service; cancellation and refund options may differ from standard purchases.

 

1.4. This Policy supplements the Terms of Service and Privacy Policy. In case of conflict, the provisions granting users more statutory rights prevail.

 

2. Returns and Refunds (14 Days)

 

2.1. You may return a product within 14 calendar days from the date of receipt without providing any reason, provided that:

• the product has not been used and shows no signs of wear;

• the original packaging, seals, labels, and full set of accessories are intact;

• the order number and contact information are included.

 

2.2. Exceptions to “change of mind” returns:

• opened or used oils/cartridges (for hygiene and safety reasons);

• gift cards and samples/testers (if available in the assortment);

• items with signs of tampering or damage not related to a manufacturing defect.

 

2.3. If the product arrives damaged or with a manufacturing defect, we will offer a replacement, repair, or refund in accordance with Section 5 and the warranty section of the Terms of Service.

 

2.4. Processing time: inspection of the returned item may take up to 7–10 business days from the date it arrives at the warehouse. Refunds are issued via the original payment method (where technically possible) within a reasonable time after inspection.

 

2.5. Expedited shipping: the cost of expedited delivery is non-refundable, except when the delay was caused by the carrier and confirmed by its documentation.

 

3. Exchanges (Including Scent Change)

 

3.1. Exchanges (for another model/color/scent) are possible within 14 days, provided the item is unused and complete.

 

3.2. Opened oils/cartridges are not eligible for exchange unless a confirmed manufacturing defect is present (broken seal, leakage, or evident labeling error).

 

3.3. For confirmed defects, exchanges are processed under the warranty procedure (replacement with an identical or equivalent item or another solution at AromaCore’s discretion).

 

3.4. If you plan to introduce a “scent guarantee” in the future (e.g., exchange within 30 days if less than 50% used), it can be added as a separate section — this program does not currently exist.

 

4. Return/Exchange Procedure (RMA)

 

4.1. Before sending any product back, you must contact AromaCore Support (email provided on the website) to obtain RMA instructions and the return address. Returns sent without approved RMA may be refused.

 

4.2. Returns and exchanges are shipped to the manufacturing facility in China (Shenzhen Ivy Aroma Technology Co., Ltd.) — the exact address will be provided in the instructions.

 

4.3. Pack the product securely, include the order number, reason for return, and photos/videos if damage is present.

 

4.4. It is recommended to use tracked shipping and, if necessary, insurance. The sender bears the risk of loss or damage until receipt is confirmed.

 

4.5. We may request additional information (serial number, photos, basic diagnostics) to speed up processing.

 

5. Costs, Fees, and International Logistics

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5.1. Return or exchange shipping costs for “change of mind” are paid by the buyer. If a manufacturing defect is confirmed, actual return shipping expenses are reimbursed.

 

5.2. Duties, taxes, and customs fees are not refunded by the seller. International returns may incur additional costs (import/export, clearance, storage).

 

5.3. Restocking fee / deductions: in cases of frequent/unjustified returns, missing accessories, or damaged packaging, AromaCore reserves the right to charge a reasonable restocking or logistics fee.

 

5.4. For high-value returns (e.g., multiple items totaling a significant amount), AromaCore reserves the right to deduct actual handling and international logistics costs, which will be communicated in advance.

 

5.5. If a return shipment cannot be delivered (incorrect address, non-collection, refusal to pay duties), actual costs of re-shipment/processing may be deducted from the refund amount, if applicable.

 

6. AromaCore Warranty

 

6.1. Warranty period: all AromaCore devices are covered by a 6-month warranty from the date of purchase, unless otherwise required by local law.

 

6.2. Coverage: the warranty covers manufacturing defects and malfunctions under normal household use, including:

• failure of the heating element;

• defects in the fan or electrical circuit;

• malfunction of automatic shutdown;

• manufacturing defects in the case or assembly.

 

6.3. Not covered by warranty:

• misuse (including non-compliance with instructions or operation in unsuitable conditions such as high humidity, heat, dust, unstable power supply, etc.);

• use of non-original oils, cartridges, or accessories;

• mechanical damage caused by drops or mishandling;

• accidental or intentional damage, modification, disassembly, or unauthorized repair;

• natural wear, dirt, or corrosion.

 

6.4. Proof of purchase: a purchase confirmation (electronic receipt, invoice, or proof from the store or Kickstarter) is required. In its absence, warranty may be calculated from the device’s production date.

 

6.5. Warranty fulfillment:
AromaCore may, at its discretion:
(a) repair the device;
(b) replace it with a new or equivalent one;
(c) refund the purchase price.

 

6.6. The warranty does not extend after replacement or repair but is paused during diagnostics and shipping.

 

6.7. The warranty does not cover cosmetic defects that do not affect functionality, nor minor differences in color, texture, or visual appearance.

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7. Damage During Shipping (DOA)

 

7.1. If you discover damage to the packaging or product upon delivery, you must:
(a) record the issue with the carrier (report or note on the delivery slip);
(b) take photos or videos of the product and packaging;
(c) notify support within 48 hours of delivery by sending materials to aromacore.limited@gmail.com.

 

7.2. If it is confirmed that the damage occurred during transport, AromaCore will arrange replacement or refund at no cost to the customer.

 

7.3. Claims submitted later than 7 calendar days after delivery may be rejected if it is impossible to verify transport-related damage.

 

8. Warranty Claim Procedure

 

8.1. Before sending a device for warranty inspection, the client must contact AromaCore Support to obtain instructions and an RMA case number.

 

8.2. We may request photos, videos, or basic diagnostic steps (e.g., device reboot, power adapter check).

 

8.3. If the defect is confirmed, the client sends the device to the manufacturing plant in China (Shenzhen Ivy Aroma Technology Co., Ltd.) according to the provided instructions.

 

8.4. Shipping cost for warranty claims:

• if a manufacturing defect is confirmed — reimbursed;

• if warranty is denied (user-caused damage) — paid by the client.

 

8.5. AromaCore reserves the right to refuse free repair or replacement if it is established that the defect was caused by user actions, third-party interference, or use of non-original components.

 

8.6. If the defect is confirmed, the device will be replaced with an identical or equivalent model.

 

9. Limitation of Liability

 

9.1. To the extent permitted by law, AromaCore’s liability is limited to the amount actually paid by the buyer for the specific item.

 

9.2. AromaCore is not liable for:

• indirect, incidental, special, or punitive damages;

• loss of profit, data, convenience, or time;

• unmet user expectations regarding scent intensity or duration;

• consequences of misuse or disregard of instructions.

 

9.3. This Policy does not limit the consumer’s statutory rights under the mandatory laws of their country of residence.

 

9.4. In some jurisdictions (e.g., California or Quebec), the exclusion of indirect damages may be restricted — local laws apply in such cases.

 

10. General Terms and Governing Law

 

10.1. This Policy is governed by the laws of England and Wales.

 

10.2. All disputes related to returns, warranty, or exchanges are subject to pre-trial settlement within 30 days.

 

10.3. If unresolved, disputes shall be submitted to the London Court of International Arbitration (LCIA) or competent courts of the consumer’s country if such rights cannot be restricted by law.

 

10.4. This Policy may be updated; the new version takes effect upon publication on the website.

 

10.5. For questions regarding returns, exchanges, or warranty:

 

Email: aromacoreltd@gmail.com
Address: College House, 2nd Floor, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom

 

© 2025 AromaCore Limited. All rights reserved.

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