Refund

1. How to Request a Return or Exchange

If you wish to return or exchange a product, please contact our customer support team first and inform us of your intention.

Step 1. Contact Us

To request a return, exchange, or submit a complaint regarding a defective product or a product that does not comply with the terms of your order, please contact us:

Please include the following information in your request:

  • order number;
  • customer's first and last name;
  • product name;
  • reason for the return or exchange;
  • preferred resolution — a refund or an exchange;
  • photographs of the product and packaging if the product is damaged, defective, or does not correspond to the order.

If you are contacting us regarding damage that occurred during delivery or a discovered defect, we recommend providing photographs of the product, packaging, and damage. This will help us process your complaint more quickly.

Step 2. Receiving Return Authorization

Our customer support team will review your request within 5 business days and notify you by email of the preliminary decision and further instructions.

Please do not send the product back on your own before receiving confirmation and return instructions, unless a different procedure has been expressly agreed with our customer support team.

Once the return or exchange has been approved, we will provide you with instructions for sending the product and, where applicable, an electronic return label.

Step 3. Preparing the Product for Shipment

The product must be carefully packaged to prevent damage during transportation.

Where possible, please use the original product packaging. If the original packaging is unavailable or insufficient to ensure safe transportation, the product must be additionally protected using suitable packaging materials.

The returned product must be complete and, where applicable, include all accessories, documents, and additional items supplied with the product.

For products that, under the applicable return conditions, must remain unopened, the original packaging, protective seals, and protective film must remain intact and in their original condition.

Step 4. Shipping the Product

Returns and warranty claims must be sent by postal or courier service using InPost in Poland and DPD in Spain, unless otherwise agreed with our customer support team.

Return address:

Zone Aroma
ul. Bohaterów II Armii Wojska Polskiego 7A
59-900 Zgorzelec
Poland

The product must be shipped within 14 calendar days from the date the return is approved, unless a different period is required by applicable law or agreed with our customer support team.

After shipping the parcel, please retain the proof of shipment and tracking number. The proof of shipment should be sent to:

Email: info@zonearoma.com

Who Pays the Return Shipping Costs?

If the return is related to a confirmed manufacturing defect, receipt of an incorrect product, damage during delivery, or an incomplete order, Zone Aroma will cover the return shipping costs in accordance with applicable law.

If the return is made by the customer under a statutory right of withdrawal and the product meets the applicable return requirements, the customer is generally responsible for the return shipping costs unless otherwise provided by law or the terms of the order.

If the product was damaged or used due to the customer's actions, the costs associated with returning or reshipping the product may be charged to the customer to the extent permitted by applicable law.

Step 5. Confirmation of Receipt

Once the returned product has been delivered to our warehouse, you will receive an email confirming receipt of the shipment.

Step 6. Product Inspection

After receiving the product, our customer support team will inspect it to determine the cause of the defect. The inspection will be completed within 7 days from the date the product is received.

2. Returns and Exchanges of Products in Conformity with the Order

A product in conformity with the order is a product that corresponds to the order, has no confirmed manufacturing defects, was not damaged during delivery, and was delivered complete.

Right to Return

Unopened products may be returned within 14 calendar days from the date of receipt of the order, where such a right is provided under applicable consumer protection laws.

The product must:

  • not have any damage caused by the customer;
  • not have been used;
  • be complete;
  • have its original packaging intact;
  • have all protective seals and protective packaging intact, where provided by the manufacturer.

Cosmetics and Fragrance Products

Due to hygiene and health protection requirements, cosmetics, skin, hair and body care products, perfumes, car fragrances, and home fragrances sold by Zone Aroma cannot be returned or exchanged after the original packaging, protective seal, or protective film has been opened or damaged, except in cases of a confirmed manufacturing defect or where the product does not correspond to the order.

In particular, opened, unsealed, or used products cannot be returned solely because the customer:

  • changed their mind about the purchase;
  • is dissatisfied with the fragrance;
  • is dissatisfied with the texture or consistency;
  • expected a different result from using the product.

Exchange of Products in Conformity with the Order

If a customer wishes to exchange a product in conformity with the order, they must first contact our customer support team at info@zonearoma.com.

An exchange is carried out subject to the customer's agreement and the availability of the requested product.

If the requested product is out of stock, the customer may be offered a refund in accordance with applicable law.

The return shipping costs for a product in conformity with the order that is returned for an exchange or refund are borne by the customer unless otherwise provided by law or the terms of the order.

3. Returns and Exchanges of Defective Products or Products That Do Not Correspond to the Order

A product may be considered defective or not in conformity with the order if, for example:

  • it has a confirmed manufacturing defect;
  • the customer received a product that does not correspond to the order;
  • the product was damaged during delivery;
  • the product was delivered incomplete;
  • the product does not meet mandatory quality or performance requirements established by applicable law.

What the Customer Should Do

If you discover a defect, damage, an incorrect product, or an incomplete order, please contact our customer support team as soon as possible:

Please provide your order number and a detailed description of the issue.

Where possible, please attach:

  • photographs of the product;
  • photographs of the damage or defect;
  • photographs of the outer and inner packaging;
  • a photograph of the shipping packaging if the product was damaged during delivery;
  • any other information that may help determine the cause of the issue.

Inspection and Resolution

After receiving your complaint, we will review the information provided and, if necessary, ask you to return the product for inspection.

If a manufacturing defect or other legal basis for upholding the complaint is confirmed, the following remedies may be offered depending on the circumstances and applicable legal requirements:

  • replacement of the product with an identical or equivalent product;
  • a refund, if replacement is not possible or if a refund is the remedy provided for by applicable law;
  • any other remedy available under applicable law.

If the inspection determines that the issue resulted from improper use of the product, mechanical damage, failure to follow the manufacturer's instructions, or other actions by the customer that do not constitute a manufacturing defect, the complaint may be rejected in whole or in part to the extent permitted by applicable law.

Return Shipping Costs for Defective Products or Products That Do Not Correspond to the Order

If a manufacturing defect is confirmed, an incorrect product was received, the product was damaged during delivery, or another issue for which the seller is responsible is identified, Zone Aroma will cover the return shipping costs in accordance with applicable law.

The customer will receive return instructions and, where applicable, an electronic return shipping label.

If the inspection determines that there is no manufacturing defect and confirms that the damage was caused by the customer, the return shipping costs may be charged to the customer to the extent permitted by applicable law.

Refunds

If a refund is approved following the review of a complaint, the funds will be refunded within 2–3 business days:

  • using the same payment method that was used for the original purchase;

or

  • to the customer's bank account, if this method has been agreed with the customer or is necessary to process the refund.

Refunds are issued within the time limits established by applicable consumer protection laws.

As a general rule, the refund will be issued after the customer's right to a refund has been confirmed and the returned product has been received, unless otherwise provided by applicable law.

Important Information

Please do not send the product back without first contacting our customer support team and receiving return instructions.

Keep the proof of shipment and tracking number until the return or exchange procedure has been fully completed.

All provisions of this Policy shall apply subject to the mandatory requirements of applicable consumer protection laws. If any provision of this Policy conflicts with mandatory requirements of applicable law, the applicable statutory requirements shall prevail.