Return & Refund Policy

We accept returns within 7 days of delivery for eligible items. To qualify for a return, your item must meet all of the following conditions:

• Item must be completely unused and unopened with all original seals intact
• Product must be in its original packaging without any damage, dents, or tears
• Fragrance bottles must not be opened, sprayed, or tampered with
• All accessories, documentation, and packaging materials must be included
• Original proof of purchase (order number or receipt) must be provided
• Return request must be initiated within 7 days of delivery confirmation

Important: Due to the nature of fragrance products and hygiene regulations, we cannot accept returns on opened or used items unless they are damaged or defective.

For hygiene, safety, and quality reasons, the following items cannot be returned or refunded:

• Opened or used fragrance bottles of any kind
• Products with broken seals, caps removed, or sprayers activated
• Items with damaged or tampered packaging
• Decant samples (all sizes - due to hygiene and safety regulations)
• Items marked as "Final Sale", "Non-Returnable", or "Clearance" on the product page
• Products purchased during special promotions or flash sales (unless damaged or defective)
• Gift cards, vouchers, or promotional codes
• Personalized or custom-ordered items

Change of Mind:

• Returns due to change of mind, wrong selection, or "don't like the scent" are accepted only if the product is completely unopened and unused
• We recommend researching fragrances thoroughly before purchase or ordering decant samples first
• Customer is responsible for return shipping costs in change-of-mind cases

Once we receive and inspect your return, your refund will be processed according to the following timeline:

Refund Method:

• Refunds are issued to the original payment method used for the purchase
• Online payment (card/PayHere): Refund to original card within 5-10 business days
• Bank transfer: Refund to the same bank account within 3-7 business days
• Cash on Delivery (COD): Bank transfer to your provided bank account details

Refund Amount:

• Product price will be fully refunded if item meets return conditions
• Original shipping charges are non-refundable (except for damaged/defective items)
• Return shipping costs are customer's responsibility (except for our errors)
• You will receive email notifications at each stage of the refund process

Follow these simple steps to request a return and refund:

Customer is responsible for return shipping costs in the following situations:

• Change of mind - You decided you don't want the item
• Wrong selection - You ordered the wrong product/size
• Preference change - You don't like the fragrance (unopened only)
• Any other non-defect related returns

We cover return shipping costs when:

• Item received was damaged during shipping
• Product was defective or faulty
• Wrong item sent due to our packing/shipping error
• Product is significantly different from website description or photos
• Item is expired or past its shelf life

Currently, we do not offer direct product exchanges. If you wish to exchange an item for a different product, size, or variant, please follow this process:

1. Initiate a return for the original item following our standard return process
2. Ship the item back to us and wait for inspection
3. Receive your refund once the return is approved and processed
4. Place a new order on our website for the item you want

Why we use this process:

• Faster processing: Separating returns and new orders streamlines our operations
• Flexibility: You can choose any product, not just variants of the returned item
• Transparency: Clear refund and payment tracking
• Stock availability: You can verify the new item is in stock before ordering

Note: If you need to exchange a defective or damaged item for the same product, we'll arrange a direct replacement at no additional cost to you.

We take quality seriously. If you receive a damaged or defective item, we'll make it right. Please follow these steps:

What to do:

1. Take clear photos or videos showing:
   • - The damaged/defective product from multiple angles
   • - Product packaging (box, wrapper, seals)
   • - Shipping box/courier packaging if damaged in transit
   • - Any leaks, broken parts, or manufacturing defects
2. Email us at support@aromadrops.lk with:
   • - Your order number
   • - Detailed description of the damage/defect
   • - Photos/videos as attachments
3. Our team will review and respond within 24 hours
4. We'll arrange for free pickup (if required) or provide prepaid return shipping label

Your Options for Damaged/Defective Items:

• Free Replacement: We'll send you a new, perfect condition item at no charge
• Full Refund: Complete refund including original shipping costs
• Partial Refund: Keep slightly damaged item with price reduction (if you agree)

Refunds may be denied, delayed, or adjusted in the following situations:

Refund Will Be Denied:

• Return initiated after 7-day return window has expired
• Item returned in used, opened, or damaged condition
• Product packaging is missing, damaged, or incomplete
• Item does not match the original order (wrong product returned)
• Serial numbers or batch codes don't match our records
• Evidence of misuse, abuse, or improper storage
• Item is on the non-returnable items list (see Section 2)

Partial Refund May Apply:

• Product packaging has minor damage (box slightly crushed but product intact)
• Missing accessories that came with the original package
• Restocking fee may apply for large or expensive items (15-25% of product price)

Return Abuse Prevention:

• We reserve the right to refuse service to customers with excessive or fraudulent returns
• Repeated returns without valid reason may result in account suspension
• Suspected return fraud will be investigated and may involve legal action

Before Shipping:

• Orders can be canceled free of charge if not yet shipped
• Contact us immediately at support@aromadrops.lk or WhatsApp
• Full refund processed within 3-5 business days
• Cancellation window: up to 24 hours after order placement

After Shipping:

• Once shipped, order cannot be canceled
• You can refuse delivery and contact us for return
• Standard return process and conditions apply
• Original shipping costs are non-refundable