Refund

Return & Exchange Policy

Cosmetic Products Return Conditions

Due to hygiene and health protection regulations, cosmetic products, skincare products, hair care products, body care products, perfumes, car fragrances, and home fragrance products sold by Zone Aroma are not eligible for return or exchange after the original packaging, protective seal, or safety wrapping has been opened or damaged, unless the product has a confirmed manufacturing defect or does not conform to the order.

Returns and warranty claims are accepted only in the following cases:

  • the product has a confirmed manufacturing defect;
  • the customer received the wrong product;
  • the product was damaged during delivery;
  • the product was delivered incomplete.

Products that have been opened, used, or unsealed cannot be returned because the customer changed their mind, did not like the fragrance, texture, consistency, or expected results, unless a manufacturing defect is confirmed.

Unopened products may be returned within 14 calendar days from the date of delivery in accordance with applicable consumer protection laws, provided that:

  • the product has not been damaged due to the customer's actions;
  • the product is unused and complete;
  • the original packaging and any protective seals remain intact.

Return & Warranty Procedure

1. Submit a Return or Warranty Request

To initiate a return or warranty claim, please complete the appropriate return or warranty request form.

Our Customer Service team will review your request within 5 business days and will notify you by email of the preliminary decision and the next steps.

2. Return the Product

Once your request has been approved, the product must be returned within 14 calendar days from the date of approval.

Returns and warranty claims are processed via InPost courier services.

Unless a manufacturing defect is confirmed, the cost of returning the product is the responsibility of the customer.

Detailed shipping instructions together with an electronic return shipping label (where applicable) will be sent to the email address provided in your request.

After dispatching the parcel, please send the shipment confirmation to:


Products are accepted only via postal or courier delivery.

3. Confirmation of Receipt

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

4. Product Inspection

All warranty claims are inspected by our authorized service center.

The inspection process takes up to 7 business days from the date the product is received.

5. Final Decision

After the inspection has been completed, you will receive the final decision regarding your return or warranty claim.

Depending on the inspection results, one of the following resolutions may apply:

  • Product Replacement — if a manufacturing defect is confirmed and the product cannot be repaired.
  • Refund — if repair or replacement is not possible and the product qualifies for a refund under applicable Polish consumer protection laws.
  • Return of the Product — if no manufacturing defect or warranty-covered issue is found.
  • Paid Repair Service — if the inspection determines that the damage resulted from improper use or accidental damage caused by the customer. The repair cost will not exceed 50% of the product value.

Return Deadlines

Products must be returned:

  • within 14 calendar days after the return request has been approved; or
  • when exercising the statutory right of withdrawal, within 14 calendar days from the date the customer received the order.

Fees

  • No fee applies if a manufacturing defect is confirmed.
  • If the inspection determines that the damage was caused by the customer, an individual repair or service fee may apply, up to a maximum of 50% of the product value.
  • Unless otherwise required by law or due to a confirmed manufacturing defect, the customer is responsible for the cost of returning the goods.

Refunds

If the return or warranty claim is approved, the refund will be issued to the customer's bank account or by using the same payment method used for the original purchase, unless the customer expressly agrees to another refund method.

Refunds are processed within 14 calendar days from the date the return or warranty claim has been approved, in accordance with applicable Polish consumer protection legislation.