We continuously strive to provide the best scenting solutions and products available in the world. In order to provide you with high quality products at reasonable costs our formal policy is to not accept returns after 14 days of purchase, with some exceptions for our mechanical scent machines where returns may be accepted over longer periods according to our Limited Product Warranty that comes with each machine.
Due to the nature of the product please make sure you are completely satisfied with the product prior to use. Keep in mind that before you buy your fragrance and scented products you can always sample the scent on a sample blotter. If you would like to sample any of our scents, please go to our Sample Blotter page to select the fragrances that interest you. Sample blotters are non-refundable.
Scent Machines – you may return any machine for any reason within 14 days of your date of purchase, for a refund. Shipping costs are non-refundable, and the customer is responsible for return shipping. The scent machine must be undamaged, and in its original packaging with all parts and accessories. Machines must be returned without any fragrance oil or any other liquids in them. If the machine arrives and it is damaged by being shipped with fragrance oils or any other liquids in it, no refund will be granted. Our Scent machines come with a Limited Product Warranty. Please note that you must be the original purchaser in order to be eligible under our Limited Product Warranty. In cases where fragrance oil is included with the purchase of a machine, whether free or at a discounted rate, the fragrance oil must be unopened and returned along with the machine; otherwise, the normal published retail price of the Fragrance Oil Refill will be deducted from the refund. For more information please contact us at [email protected].
Fragrance Oil Refill – You may return any oil refills for any reason within 14 days of your date of purchase for a refund if the bottle is sealed and unopened. Shipping costs are non-refundable, and the customer is responsible for return shipping.
Customer may exchange any of our fragrance oil refills for any reason within 30 days of purchase for another fragrance oil refill of equal or lesser value if the bottle is sealed and unopened. Customer is responsible for all shipping costs associated with the exchange.
Once the packaging is broken and the bottle is opened, the sale is final.
No refunds or exchanges on subscription purchases. Subscriptions available to USA shipping addresses only. Shipped via USPS First Class. Change or cancel subscriptions any time by logging in to your account.
Reed Diffusers – You may return any reed diffusers for any reason within 14 days of your date of purchase for a refund as long as the bottle is sealed and unopened. Shipping costs are non-refundable and the customer is responsible for return shipping.
Room Sprays – You may return any room sprays for any reason within 14 days of your date of purchase for a refund as long as the bottle is unused and undamaged. Shipping costs are non-refundable and the customer is responsible for return shipping.
Candles – Due to the nature of this product that is made fresh when ordered, we cannot accept returns on candles.
If you should need to return or exchange any item(s):
- Please email your request and return information to [email protected] to receive instructions and ensure a speedy resolution.
- Items(s) being returned must be in the original carton, if applicable.
- When shipping merchandise back, please wrap the item(s) in a sturdy box and secure with strong tape. For your protection, use trackable shipping, as Aroma Retail is not responsible for any lost or damaged packages.
- Address your package to our return address.
- Return the package prepaid. (Sorry, we cannot accept COD’s)
- Once the product has been received and has passed the inspection, please allow 10 – 14 days from the date you initiated the return to process the refund or exchange, whichever the case.
We will not accept the return of user-damaged products. However, if you receive a product that was damaged in transit please contact us at [email protected] within 5 days of delivery and we will replace the item as quickly as possible.
Our products are manufactured and assembled upon receipt of order. Orders are shipped Monday – Friday except holidays, during shipping hours (10:00 AM – 4:00 PM PST) Please allow 24 hours for your order to be processed and picked up by the mail carrier (USPS, UPS, etc), 48 hours if your order includes candles, as they have to cure overnight. Orders placed on weekends or holidays will be processed the following business day. If this is a rush order, please contact us for assistance after placing your order. To ensure fast and accurate delivery, all orders are shipped out of our distribution center in Las Vegas, Nevada, USA. Most orders placed before 2 pm PST will go out same day. Any orders placed after 2 pm PST will go out next business day. Orders may take 1-6 business days to deliver depending on your location and the type of shipment selected.
NOTE: Aroma Retail does not control delivery times and tracking information for the various shipping services selected by customers. Customer is responsible to check on the shipping service website (USPS, UPS, DHL, FedEx) the different shipping options and their estimated pick-up and delivery times.
All applicable custom fees, taxes and duties are the sole responsibility of the customer on any International and Canadian orders. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package.
Please note, in rare occasions, custom agents may delay delivery of some packages. Payment is required to release your order from customs upon arrival. Customs charges can be paid by credit card or COD (cash on delivery). In cases where the customs charges are not paid the order will be returned to Aroma Retail.