Refund and Returns Policy
Refund Policy
At Aroma Souq, we strive to ensure customer satisfaction with every purchase. This policy explains the rules for refunds and returns. It helps keep things clear for both customers and shippers.
Refund Conditions
Customers may request a refund if the product is received in an unsatisfactory or damaged condition.
To initiate a refund:
- Submit a refund request on our website within 48 hours of purchase.
- Provide a valid reason for the refund request, supported by required evidence (outlined below).
- Refunds will be processed within 10 days of approval for damaged or faulty products.
Evidence Requirements for Refunds
To support a refund or damage claim, customers are required to:
- Record a video while unpacking the product to establish the initial condition of the package and its contents.
- Submit clear photos of the product and packaging that show any damage.
- Ensure the product is returned in its original packaging.
Return Restrictions
Returns are not permitted in the following cases:
- The product is not returned in its original packaging.
- The product is in used condition.
- There is a disparity between the quantity and quality of goods delivered and those returned.
- The products are marked as non-returnable or non-refundable on the product page.
Time Frame for Reporting Issues
Customers must report any damages or issues within 48 hours of delivery to ensure timely resolution.
Partial Refunds
Partial refunds may be offered for minor damages that do not affect the usability of the product. The decision for partial refunds is at the discretion of Aroma Souq.
Shipper Inspection Clause
Aroma Souq reserves the right to inspect returned products before approving any refund.
Non-Returnable Items
Marked non-returnable or non-refundable items are exempt from this policy