Refund policy

Return and Complaint Policy

At AromaPremium, we believe that shopping should be a pleasure, and every interaction with our store should be full of comfort and peace of mind.
If you wish to return a product or have concerns about its quality, we are here to help.

1. General Provisions
   1.1. This Policy sets out the rules for product returns and complaints for items purchased from the AromaPremium online store, available at [www.aromapremium.eu](http://www.aromapremium.eu)
   1.2. The Seller is AW Nexus Group Agnieszka Wyrozumska, ul. Olimpijska 2, 81-538 Gdynia, NIP: 5881771302, REGON: 220502027 (“Seller”).
   1.3. This Policy constitutes part of the Store Regulations.

2. Right of Withdrawal (Return)
   2.1. The Consumer (and entrepreneur acting as a consumer) may withdraw from a distance contract within 14 days of receiving the parcel – without giving any reason.
   2.2. To exercise the right of withdrawal, please contact us by email or phone. We will send you the form and return instructions.
   2.3. The cost of the return shipment is borne by the Buyer.
   2.4. We will refund the payment using the same method used for the purchase, no later than 14 days from the date of receiving the return or proof of dispatch.
   2.5. According to the law, we also refund the original delivery cost to the Customer – up to the amount of the cheapest standard delivery method offered at the time of purchase.

3. Conditions for Product Returns
   3.1. Only new products, in an undamaged condition, unused, in original packaging and complete with all accessories, are eligible for return.
   3.2. For hygienic and safety reasons, we do not accept returns of opened or activated products (after seals are broken), in particular:

* essential oils and cosmetics,
* used diffusers,
* products that cannot be verified for tampering after delivery (e.g. hydrosols and oils in unsealed packaging).
  3.3. Returns from outside Poland are possible; the cost of return shipment is borne by the Buyer.
  3.4. When returning an order, any unused bonuses (samples, gifts, promotional items) must also be returned. Failure to return these may result in a proportional reduction of the refund amount.
  3.5. Returned products must be properly secured for transport. The Seller is not responsible for damage caused by improper packaging of goods by the Buyer. For cosmetic or aromatic products, appropriate cleanliness and packaging aesthetics are required.
  3.6. Products purchased as part of promotions or sales are subject to return under general conditions; however, in the case of a discounted price, the refund will be made in the amount actually paid.

4. Exchanges
   4.1. We do not offer direct exchanges. If you wish to receive another product/colour/model, please make a return in accordance with points 2–3 and place a new order.

5. Exclusions from the Right of Withdrawal
   The right of withdrawal does not apply to the Consumer in the case of:

* products showing signs of use, unsuitable for resale (e.g. used electric diffusers),
* opened products which, for hygienic and health reasons, cannot be resold (e.g. essential oils, cosmetics),
* products for which it is not possible to verify whether they were opened after delivery, such as hydrosols and essential oils – due to the lack of seals and the nature of the packaging,
* products damaged due to the Consumer’s fault, resulting from misuse or failure to follow the instructions.

6. Quality and Verification
   6.1. If you have concerns about quality, please contact us – your peace of mind is important to us.
   6.2. In case of suspected quality issues with an oil, we may ask you to send a small sample for verification.
   6.3. If the complaint is accepted, we will offer a replacement or a refund – according to your preference.

7. Liability for Non-Conformity of Goods with the Contract
   7.1. We are liable to the Consumer for the lack of conformity of the goods with the contract that existed at the time of delivery or appeared within 2 years from that moment. The presumption of non-conformity at the time of delivery applies if it becomes apparent within 1 year from delivery.
   7.2. Liability does not cover:

* damage resulting from improper use or contrary to instructions,
* use of inappropriate oils/accessories in devices,
* mechanical damage after delivery (e.g. improper storage/cleaning).
  7.2a. Complaints do not cover damage caused by cleaning devices using non-recommended agents or methods (e.g. alcohol, vinegar, corrosive substances).
  7.3. Differences resulting from the natural character of raw materials (e.g. variations in scent/colour/consistency between batches) do not constitute a lack of conformity.
  7.4. Individual bodily reactions (sensitivity, allergies, subjective perception of scent intensity) are not grounds for complaint.
  7.5. Transport damage should be reported immediately upon receipt, including photos of the product and packaging – this helps the process but is not a condition for consideration.

For business clients (B2B): in relations with entrepreneurs not acting as “consumers”, the Seller’s liability may be limited in accordance with the Civil Code and the Store Regulations.

8. Complaint Procedure
   8.1. Send the complaint by email or phone, providing: contact details, proof of purchase (receipt/invoice), description of the defect and photos (if possible).
   8.2. Complaints are processed within 14 calendar days. Lack of response within this period means acceptance.
   8.3. Once the complaint is accepted, we will offer repair, replacement or refund.

9. Refunds
   9.1. In the case of withdrawal or accepted complaint, we refund the product price and, in the case of withdrawal, the original delivery cost to the Customer up to the value of the cheapest standard shipping option available at the time of order.
   9.1a. In the case of partial withdrawal (e.g. return of part of the ordered products), the Seller refunds only the value of the returned products. The cost of the original delivery (shipment to the Customer) is not refundable, as the order was partially fulfilled.
   9.2. The cost of returning the product to the Seller is borne by the Consumer (we do not provide free return labels).
   9.3. Refunds are made using the same payment method, unless agreed otherwise.
   9.4. In the case of refusal to accept the parcel by the Buyer without prior withdrawal from the contract, the Seller reserves the right to deduct the costs of reshipping and return shipment from the refund amount.

10. Final Provisions
    10.1. Have questions? Write or call – we are happy to help.
    10.2. This Policy is effective from October 23, 2025.
    10.3. Orders placed before this date are handled according to the terms in force at the time of purchase.
    10.4. The Seller reserves the right to amend the Policy, provided that such changes do not affect Consumers’ acquired rights.
    10.5. The Seller reserves the right to refuse acceptance of a return or reduce the refund amount in the event of violation of the above rules, in particular if the product shows signs of use, has been opened, is incomplete, or has not been properly secured for shipment.