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Refund and Returns Policy


These Terms & Conditions of Sale apply to all goods supplied by AroomAroma; they do not affect your statutory rights.
Any order placed by you for goods advertised on our website is considered an offer by you to purchase the goods in your order.

  • No contract exists between you and us until we have received and accepted your order.
  • Each time you place an order, you will receive an automated email confirming this.
  • The notification of receipt is not a confirmation, that the order has been accepted.
  • The contract is subject to your right of cancellation (see condition 5 below).
  • We reserve the right to terminate the contract of sale if the payment for ordered goods is not received in full.

Placing An Order

By placing an order with AroomAroma you are confirming you have read and agree to the terms of the Refund & Returns Policy and delivery times as laid out in writing on this site. The contract of the sale is bound by the terms laid out in this document.

1.Description and Price of Goods

We have taken every care to describe and show all items as accurately as possible, and with accordance to the manufacturer’s specification. Despite this, a slight variation in items may occur.

We provide you with product information on the website. If there is anything you do not understand, or if you wish to obtain further information, please contact me.

If within 3 working days of accepting your order, we discover that all of the items are unavailable, we will contact you to request if you would like an alternative item or refund, if a refund is chosen it will be processed within 3 working days.
If we do not receive a reply within 14 working days the order will be cancelled and refunded in full. The refund will be credited back to your original method of payment.

If within 3 days of accepting your order, we discover some, but not all of the items, are unavailable*, we will contact you and offer you the option of amending your order to substitute the unavailable item(s) with applicable alternative goods.
If you do not choose a substitute alternative within 3 working days, and the unavailable items totals 30% or less of the number of items ordered the unavailable item(s) will be removed from your order and we will dispatch the available goods. Any payment received from you with respect to the cancelled item(s) will be credited back to your original method of payment.

Product images are for illustrative purposes and may differ slightly from the actual product.

We use new and recycled packaging for sending our orders. We do not provide a gift-wrap services.

Depending on the size of the order, the items get delivered in unbranded envelopes or boxes – usually recycled, as we do not want to generate more litter, than necessary.

The price of an item does not include the delivery charge.


Payments are made using Stripe or Google Pay via WooCommerce Secure Payments, using your debit or credit card, and shall be due before dispatch of goods.

If your payment fails your order will be cancelled within 14 days, unless you contact me to specify otherwise.

No goods will be despatched until payment has been made in full, and the funds have cleared..


Delivery will be made to the address specified when you complete your order.

Orders will be delivered within 3-5 working days after despatch. Please note a working day is any day other than weekends and Bank or other Public Holidays.

If delivery of your order is refused, or it fails due to you cancelling the contract, AroomAroma will refund you within 30 days for any sum that has been paid by you with respect to the goods.

By exercising your right to cancel, you are required to return the goods, at your own cost, to AroomAroma. If you fail to return the goods within 14 days, we reserve the right to charge you for any costs incurred during retrieving the goods from you.

We make every effort to ensure goods are delivered on time, however AroomAroma will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event, we will inform you of any delays as soon as possible.

For courier deliveries: Please ensure you provide a delivery address, where someone will be available to receive the delivery between 7.30am and 5.30pm, Monday to Friday.

If the couriers are unable to complete a delivery due to nobody being present, a calling card will be left asking you to contact them directly to arrange a re-delivery.

If you do not contact the couriers within 3 days of receiving this card, the goods will be returned to our Despatch Depot and a delivery charge may be applicable to your order.

AroomAroma retains ownership of all items until they have been delivered to the recipient (either directly, or by leaving them in a safe place or with a neighbour). Once your goods have been delivered, the risk of damage or loss of the item passes to the recipient.

4.Your Right of Cancellation

You have the right to cancel your contract with AroomAroma at any time up to 14 days after receipt of your goods, in line with your statutory rights.

To cancel your contract you must advise me in writing, either by post, by e-mail or by using the Contact Me page of this website.

Should you wish to cancel your contract after the goods have been delivered to you, you will be responsible for returning the goods to AroomAroma within 14 days, at your own cost, unless the goods are faulty or miss-described.

Please follow our Returns Procedure (see condition 7 below).

You will be refunded for the goods within 30 days of notifying me of the cancellation.

5.Refund Policy

If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. Refunds can take up to 10 working days to process.


All products sold by AroomAroma have a 6 months manufacturer warranty period from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.

Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use.

6.1. Faulty Item(s) or Item(s) Damaged on Arrival

In the unlikely event of you receiving goods that are faulty, incomplete or damaged on arrival, you must notify us within 48 hours of receipt of the item either in writing by post, e-mail or by using the Contact Me form on this website.

For items to the value of £15, I request photographic evidence of any visible faults instead of a return.

The goods should be returned to us in line with our Returns Procedure (see condition 7 below).

We will check products returned as faulty. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return.

If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.

For items over £15, please contact me using the Contact Me form on this website, describing the type and extent of the fault and I will advise you how to proceed.

For heavy, courier delivered items over £5 with visible fault (s) that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier).

In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure (see condition 7 below). If the goods you have returned are found not to be faulty, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.

6.2.Wrong Item(s) Delivered

If, by mistake we supply you with an incorrect item, you must notify us within 7 days.

The goods should be returned to us in line with our Returns Procedure.

Once we have received the incorrect items or received proof of postage, the correct items will be shipped within 3 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.

6.3. Item(s) Not Required

If you wish to return an unwanted item, you must notify me in writing, either by post, by e-mail or by using the Contact Me form on this website, within 7 days of receipt of the item.

A refund will be credited back to your original method of payment within 30 days of you notifying AroomAroma of the cancellation.

The item should be returned to us in line with our returns instructions within 28 days of you notifying us.

You will be responsible for returning the goods at your own cost, and they should be returned in their original packaging and ‘as new’.

This condition does not apply to consumable items, unless previously agreed in writing with AroomAroma.

6.4. Extra Item(s) Delivered

If, by mistake we supply you with extra items, you must notify us immediately, either in writing by e-mail or by using the Contact Me form on this website.

The item(s) should be returned to us in line with our Returns Procedure (see condition 7 below).

Once the goods have been returned, you will be reimbursed for any reasonable carriage charge incurred by the return.

If you do not inform us of receipt of extra items and you are found in possession of goods that you have not paid for, you will be charged for the goods in full.

6.5 Non-Delivery of Item(s)

Please allow 5 working days from despatch for the delivery of ordered items.

If the items are still not delivered after this time, please contact AroomAroma via email tracy.quinn@aroomaroma.com or the Contact Me form on this website.

Please provide me with the original order number as reference.

I will then investigate the non-delivery with the relevant postal service provider and offer you a replacement order to be sent out or a full refund for the undelivered goods.

7.Returns Procedure

Where necessary, items should be returned in their original packaging and ‘as new’ to: 27 St Cuthberts Road, Nottingham, NG3 2AX.

Before returning any items, you must inform AroomAroma of the reason for the return as specified above.

Please quote your original order number on all returns and correspondence.

8.Limitation of Liability

AroomAroma will not be liable to you for any loss or damage in circumstances where:

  1. There is no breach of a legal duty owed to you by AroomAroma or by its employees or agents;
  2. Such loss or damage is not a reasonably foreseeable result of any such breach;
  3. Any increase in loss or damage resulting from breach by you of any item of this contract.

9.Protecting Your Security

All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998. You can read my Privacy Policy for more info.

10.Governing Law and Jurisdiction

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.