Refund policy

Return & Exchange Policy

Non-Refundable & Non-Returnable Items

Orders will not be refunded, exchanged, or returned if delivery fails due to the customer’s refusal or failure to pay:

  1. Customs duties
  2. Import taxes
  3. Tariffs
  4. VAT or any other government-imposed charges

These charges are imposed by the destination country and are outside our control.

Damaged or Defective Items (DOA – Dead on Arrival)

All refunds or replacements are subject to Ameenroma Aromatics’ DOA policy.

If an item arrives damaged or defective, the customer must:

  • Notify Ameenroma Aromatics within 2 days of receiving the goods
  • Provide the following via email:
  1. Order number
  2. Clear photos of the item
  3. Photos of the packaging and invoice (if applicable)

For items received damaged during transit, the customer must also:

  • Notify the courier at the time of delivery, where applicable

Failure to notify both the courier (when required) and Ameenroma Aromatics within the stated timeframe may result in the claim being rejected, as we will be unable to file a valid claim with the courier.

Once the defect or damage is verified by our inspection team, a one-to-one replacement of the same item will be provided.

Condition of Returned Items

To be eligible for exchange:

  1. Items must be unused
  2. Items must not be opened, applied, consumed, or tampered with
  3. Items must show no signs of use or application

This policy is strictly enforced to ensure hygiene standards and customer safety.
Any item that has been used, opened, applied, or tampered with will not be eligible for exchange or refund.

Return & Exchange Process

All items returned to Ameenroma Aromatics must:

  1. Be sealed and securely packed to prevent damage or leakage
  2. Receive prior email approval before being returned
  3. Clearly display the customer’s full shipping address and billing details

Items returned without prior approval or without proper identification may not be accepted for exchange or refund.

Duties, Taxes & Shipping for Exchanges

       Customers are responsible for:

  1. All export duties, export taxes, and related charges when returning items.
  2. Ameenroma Aromatics will cover: Return shipping costs for the approved replacement item

Please note:

  1. VAT, customs duties, and government taxes on replacement shipments are payable by the customer
  2. Delivery time for replacement items will follow the same estimated delivery timeframe as the original shipment, starting from the date of approval

Exchange Policy & Refunds

  1. Ameenroma Aromatics operates a one-to-one exchange policy for the same product only
  2. Refunds are not provided by default, except where required under applicable consumer protection laws, including the EU right of withdrawal.
  3. Refunds, if any, are subject to case-by-case approval, unless a refund is required by applicable law.
  4. Any applicable VAT, duties, or government taxes on replacement shipments remain the responsibility of the customer

Products deemed unsatisfactory will be exchanged for the same item, not refunded.

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Wrong Address Disclaimer

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete.

Due to fast order processing, address changes or cancellations must be requested immediately after placing the order by emailing sales@ameenroma.com. While we will do our best to assist, changes cannot be guaranteed once processing has begun.

If an order is returned to us due to an incorrect or incomplete address:

1. The order may be re-shipped to the correct address (additional charges apply), or

2. A refund option may be offered, subject to review and approval

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EU Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, please use our withdrawal form here: https://www.ameenroma.com/pages/withdraw-from-contract-here

Products must be returned unopened, unused, and in their original sealed condition.

For hygiene and health protection reasons, oud oils, attars, musk oils, perfume oils, fragrance oils, samples, and similar aromatic products cannot be returned once opened, unsealed, used, applied, tested, consumed, or tampered with.

You are responsible for the cost of returning the goods to us, unless the item is faulty, incorrect, or we have agreed otherwise. We recommend using a tracked shipping service.

Once your withdrawal request is accepted, we will refund the amount paid for the returned goods and the standard delivery charge, where applicable, using the original payment method. We may withhold the refund until we have received the returned goods or proof that they have been sent back to us.

This EU right of withdrawal does not affect your statutory rights if an item is faulty, damaged, or incorrect.

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