Returns & Exchanges

"Everything starts with the CUSTOMER", making our customers happy makes us happy, we have a generous 21-day return policy, which means you have 21 days after receiving your item to request a return. If the item you want to return has not been despatched yet you can get in touch with us and we can cancel the despatch and issue a refund. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  

To start a return, you can contact us at returns@thearomafactory.co If your return is accepted, we’ll send you the confirmation, as well as instructions on how and where to send your package, the return postage is paid by the customer and it should be sent recorded signed for, we wont accept the in transit liabilities and damages and if it's not signed by us. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at returns@thearomafactory.co

Damages and issues 
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can do our best to make it right.

Exceptions / non-returnable items 
Unfortunately, we cannot accept returns and/or exchange sale items or gift card. Please get in touch if you have questions or concerns about your specific item. 

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.