RETURN & REFUND POLICY

At Organic's Aroma, customer satisfaction is important to us. We take care to pack and dispatch every order securely. However, if you receive a damaged, defective or incorrect product, we are here to help.

Returns, replacements and refunds are accepted only in eligible situations and subject to the conditions mentioned below.

Return Eligibility

A return or replacement may be accepted if the product received is:

  • Damaged during delivery
  • Defective or faulty
  • Different from the product ordered

Any issue must be reported within 24 hours of receiving the order.

For damaged, defective or incorrect orders, an unboxing video is required for claim verification and approval.

The product should be kept in its original condition and packaging until the claim has been reviewed.

Unboxing Video Requirement

Customers are strongly advised to record a clear, continuous unboxing video while opening their parcel.

The video should clearly show:

  • The sealed parcel before opening
  • The condition of the package
  • The product inside the package
  • Any damage, defect or incorrect product received

An unboxing video may be required to verify claims related to damage, missing items or incorrect products.

Claims without the required evidence may not be approved.

Used or Opened Products

Products that have been used, opened, consumed or altered by the customer are generally not eligible for return, exchange or refund.

For fragrance products, reed diffusers and other products where opening or use affects the product condition, please make sure you check the product carefully before using it.

Refund Process

Once your return or claim request is received, our team will review the information and supporting evidence provided.

If the claim is approved, we may offer one of the following, depending on the situation:

  • A replacement product
  • A refund
  • Another suitable resolution agreed upon with the customer

Approved refunds may take approximately 5–10 working days to process, depending on the payment method and applicable banking or payment-service processing times.

Exchange / Replacement

A replacement or exchange may be available for products that are:

  • Damaged during delivery
  • Defective
  • Incorrectly delivered

Replacement requests are subject to product availability and verification of the reported issue.

If the same product is unavailable, Organic's Aroma may offer an alternative solution or refund where applicable.

Non-Returnable Situations

Returns, exchanges or refunds are generally not accepted in the following situations:

  • The product has been used or consumed.
  • The product has been opened without a valid product-related issue.
  • The product was damaged due to customer mishandling.
  • The product was damaged due to incorrect use or storage.
  • The issue resulted from normal use or normal product wear.
  • The claim was reported after the 24-hour reporting period.
  • Required evidence, including an unboxing video where applicable, is not provided.
  • The product has been altered, modified or damaged after delivery.

Incorrect Product

If you receive a product that is different from what you ordered, please contact us within 24 hours of delivery.

Please provide your order number, clear photographs of the product received and the required unboxing video.

After verification, we will guide you regarding the replacement or other applicable resolution.

Damaged Product

If your parcel or product arrives damaged, please do not discard the packaging or product.

Take clear photographs and record the required unboxing video, then contact us within 24 hours of delivery.

Our team will review the claim and guide you through the next steps.

Defective Product

If you believe that a product is defective or has a manufacturing issue, contact us within 24 hours of receiving your order.

Please provide your order number, a description of the issue, clear photographs or videos and the required unboxing video where applicable.

Our team will review the issue and determine whether the product qualifies for replacement or refund.

How to Request a Return or Refund

To request a return, replacement or refund, contact us through WhatsApp or email and provide the following information:

  • Order number
  • Description of the issue
  • Clear photographs of the product
  • Unboxing video
  • Any other information requested by our customer support team

Please do not send a product back before receiving instructions from our team.

Return Shipping

If a return is approved, our team will provide instructions regarding the return process and applicable shipping arrangements.

Return shipping responsibility may depend on the reason for the return and the outcome of the claim.

Important Note

Organic's Aroma reserves the right to review and verify every return, exchange or refund request before approval.

Submitting a claim does not automatically guarantee a return, replacement or refund. Each request will be assessed according to the product condition, evidence provided and the terms of this policy.

Contact Us

If you have any questions regarding returns, exchanges or refunds, please contact us:

WhatsApp / Phone: +92 303 8447788
Email: organicsaromaofficial@gmail.com

Organic's Aroma
Fragrance That Defines Your Space