Aromora.live provides a 5-day refund guarantee from your delivery date. We’ve designed flexible return methods to make the process convenient for you. 

Critical Notice: Personalized, engraved, or custom-made items cannot be returned. Items returned with broken seals, compromised packaging, or evidence of use may result in refused refunds or exchanges at our discretion.

We recommend recording an unboxing video when opening your parcel. Refunds will only be accepted with clear video evidence; without it, refund requests will not be processed. 

If you do not receive your parcel from the courier company and it is marked as delivered, please contact us within 2–3 days. Refunds will not be issued after this 3 days period. 

Choose Your Return Method

Method 1: Postal Return Service

Simple Steps:

  1. Obtain Your Return Authorization
     Email us at sales@aromora.live to receive return address and prepaid shipping label by your self (We provide free delivery, but the cost of returns will be borne by the customer and We provide a free refund only if you receive the wrong product). 
  2. Prepare Your Package
     Ensure items remain in original condition with all components, tags, and protective materials included. Secure packaging is essential.
  3. Ship via Courier
     Deliver your parcel to your nearest courier collection point. and send tracking link to sales@aromora.live.
  4. Await Confirmation
     Our warehouse team will examine your return within 7 business days upon arrival and process it accordingly.

Shipping Cost Responsibilities

Your Financial Obligation:

  • Return shipping expenses are YOUR responsibility. (We provide a free refund only if you receive the wrong product)
  • Original outbound delivery fees are NON-REFUNDABLE unless merchandise is defective or we erred
  • Free return labels provided, though alternative carriers incur personal costs

Aromora Absorbs Costs For:

  • Manufacturing defects or malfunctions
  • Incorrect product fulfillment
  • Transit damage

Mandatory Video Documentation Protocol

COMPULSORY UNBOXING VIDEO REQUIREMENT:

Protection measure for customers AND business against fraud and shipping disputes:

MUST record video showing parcel opening immediately upon delivery
Required footage elements:

  • Sealed package with visible address labels (pre-opening)
  • Continuous recording of package unwrapping
  • Complete contents extraction and display
  • Clear visibility of condition, quantity, and potential damage

Absence of a valid video results in:

  • Automatic damage claim rejection
  • Unprocessable missing item reports
  • Potential defect claim denial
  • Possible incorrect order dispute dismissal

Rationale:

  • Protects against courier mishandling disputes
  • Establishes clear delivery condition evidence
  • Prevents fraudulent return manipulation
  • Ensures equitable outcomes for all parties
  • Accelerates resolution processes

Storage Requirements:
Preserve unboxing recording until order completion and satisfaction confirmed. May require submission during return/claim procedures.

Ineligible Items & Charges

NON-REFUNDABLE elements:

  • Delivery/shipping fees (except defective/incorrect items)
  • Gift presentation charges
  • Custom engraving/personalization fees
  • Personalized/customized products (unless defective)
  • Unsealed fragrances/cosmetics (hygiene regulations)
  • “Final Sale” or “Clearance” designated items
  • Gift certificates and electronic gift cards
  • Digital content or downloadable materials
  • Items on sale, discounted or gift form will not be returnable.

Timeline Overview

Process Stage

Duration

Return eligibility period

7 days post-delivery

Warehouse inspection

7 business days

Refund authorization

Immediate upon approval

Account credit appearance

3-12 business days (payment method dependent)

Defect priority processing

3 business days

Exchange Procedures

We are not providing any exchange right now.

Order Cancellations

Pre-Shipment Cancellation

Free cancellation available before dispatch – (24 Hours after order)

  1. Contact sales@aromora.live immediately
  2. Provide order reference
  3. Cancellation confirmed with full refund within 2-4 business day

Post-Shipment

Dispatched orders cannot be cancelled. 

Transit Damage Protocol

Shipping Damage:

For courier-damaged deliveries:

  1. Keep damaged packaging unopened
  2. Document via video/photos (supplementing unboxing footage)
  3. Contact sales@aromora.live within 24 – 48 hours
  4. Submit:

Order reference

Damaged packaging images

Damaged item photographs

Unboxing video evidence

  1. Immediate collection arranged with replacement or full refund

Carrier Claims: We manage all courier liability claims on your behalf.

Contact Our Dedicated Returns Team

Return Assistance:

Email: sales@aromora.live