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Aroma Labs
AROMA LABS

Refund policy

Last updated: July 2, 2025

At Aroma Lab FZCO (“Aroma Lab,” “we,” “us,” or “our”), we strive to deliver premium fragrance products and services. Due to the nature of our items—or their bespoke formulation—our return and refund options vary by product type. Please review the sections below to understand your rights and our process.

1. Scope

This policy applies to all purchases made through our website (aroma-labs.com) or by direct quotation for sample kits, individual vials, and bulk fragrance orders. It does not cover change-of-mind returns for fully custom services once production has begun (see Section 5).

2. Sample Kits & Individual Vials

  • Change of Mind: All sample-kit and individual-vial sales are final and non-returnable, due to hygiene and regulatory considerations.

  • Damaged or Defective Items: If your sample arrives damaged, leaking, or otherwise defective, please contact us within 7 days of delivery with the following:

    • Order number

    • Photo(s) of the damaged or defective packaging/item

    • A brief description of the issue
      We will, at our discretion, replace the defective item or issue a refund for that item’s purchase price (excluding shipping).

3. Bulk Fragrance Orders (Pilot Runs & Production Batches)

  • Approval Requirement: Before full-scale production, you will receive a pilot sample (e.g., 100 g or 500 g) for your approval. Once you sign off, we proceed to bulk manufacturing.

  • Cancellation & Refund:

    • Before Pilot Approval: You may request cancellation and a full refund of any prepaid amount, minus any incurred shipping or handling fees.

    • After Pilot Approval: Orders are non-cancelable and non-refundable once pilot approval is granted and bulk production commences.

  • Damaged or Incorrect Shipments: If you receive bulk product that is damaged, contaminated, or does not match the approved pilot profile, contact us within 7 days of receipt with photographic evidence and the pilot batch reference. We will arrange, at our discretion, a replacement shipment or partial/full refund covering the affected portion.

4. Refund Process

  • How to Request: Email returns@aroma-labs.com with “Return Request” in the subject line. Include your order number, product details, and supporting photos or documentation.

  • Processing Time: We will acknowledge your request within 2 business days and, if approved, process your refund within 5–7 business days to the original payment method.

  • Partial Shipments: If your order ships in multiple packages and only one package is damaged, refunds will only cover the affected portion.

5. Custom Services & Bespoke Formulations

  • Non-Refundable Services: Once you engage our custom-development services—such as bespoke scent creation, AI-assisted reformulation, or specialized compliance reports—and work has begun, all fees for time and materials are non-refundable.

  • Scope Changes: If you request modifications outside the original brief, additional charges may apply; these are agreed upon before proceeding.

6. Shipping Returns

  • Return Label: For approved returns of defective bulk products, we will provide a pre-paid return label where feasible.

  • Customer-Paid Returns: If a return shipping label is not provided, you are responsible for return shipping costs. We recommend using a trackable carrier and insuring the shipment.

7. Exceptions & Special Cases

  • Expired or Opened Products: We cannot accept returns of products that have been opened and used beyond sampling (for hygiene and safety).

  • Force Majeure: Aromal Lab is not liable for delays or inability to process returns due to acts of nature, customs seizures, or other events beyond our control.

8. Contact Us

For questions about this policy or to initiate a return/refund, please contact:
Email: returns@aroma-labs.com
Phone: +971 4 XXX XXXX (Mon–Fri, 9 AM–6 PM GST)
Address for Returns:
Aroma Lab FZCO
Office XX, Jumeirah Lakes Towers
Dubai, United Arab Emirates

Thank you for choosing Aroma Lab. We value your satisfaction and are committed to resolving any issues promptly and fairly.