Refund Policy

At DefineAroma.com, we strive to provide you with the best products and customer service. However, we understand that there may be instances where you need to return or exchange an item. Please read through our refund policy below to ensure you have a smooth experience when requesting a return or refund.

1. Eligibility for Refunds

To be eligible for a refund, your item must meet the following criteria:

• It was purchased directly from DefineAroma.com.
• The item is unused and in the same condition that you received it.
• It must be in its original packaging.
• The request for a refund must be made within 30 days from the date of purchase.

Note: Certain products may be excluded from refunds, such as personalized or custom-made items, sale or clearance items, or products that are perishable.

2. Refund Process

If you meet the above eligibility requirements, please follow these steps to request a refund:

1. Contact Us: Reach out to our customer service team at support@definearoma.com with your order number, a description of the issue, and any relevant photos if applicable.
2. Return the Product: We will provide you with a return shipping label. Please securely package the item(s) and return them as instructed.
3. Refund Approval: Once we receive the returned item, we will inspect it to ensure it meets the eligibility criteria. If everything is in order, we will process your refund.

Note: Refunds are typically processed within 7-10 business days after the return is received.

3. Shipping Costs

• Refunds: We will refund the full purchase price of the item(s), excluding the original shipping charges.
• Exchanges: If you are requesting an exchange, we will cover the cost of shipping the replacement item to you.

Note: Customers are responsible for return shipping fees, unless the return is due to an error on our part (such as receiving the wrong item or a damaged product).

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@definearoma.com with a photo of the item and a description of the issue. We will arrange for a replacement or a full refund, including any return shipping fees.

5. Non-Refundable Items

The following items are not eligible for a refund:

• Gift cards
• Downloadable products
• Personalized or custom-made items
• Opened or used products (if applicable)

6. Cancellation Policy

Orders may be canceled within 24 hours of purchase. Once the order has been shipped, it cannot be canceled, but you may return the product following the process outlined above.

7. Contact Us

If you have any questions regarding our refund policy or need assistance with a return, please don’t hesitate to contact us:

Email: support@definearoma.com

Thank you for shopping with DefineAroma.com! We appreciate your business and aim to ensure your complete satisfaction.