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 make a claim regarding a defective or non-conforming product, please contact us:

• E-mail: info@zonearoma.com
• Phone: +48 791 362 547
• Business hours: Monday–Friday, 9:00–18:00

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 — refund or exchange;
• photos 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 photos of the product, packaging, and damage. This will help us process your claim more quickly.

Step 2. Receive Return Approval

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

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

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

Step 3. Prepare the Product for Shipment

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

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

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

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

Step 4. Send the Product

Returns and warranty claims are handled via postal or courier delivery 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 sent within 14 calendar days from the date of return approval, unless a different period is required by applicable law or agreed with our customer support team.

After sending the parcel, please keep the shipping confirmation and tracking number. Please send proof of shipment to:

E-mail: info@zonearoma.com

Who Pays for Return Shipping?

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

If the return is initiated by the customer under the 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 has been damaged or used due to the customer's actions, costs associated with the return, repair, or re-delivery of 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 e-mail confirming receipt of the shipment.

Step 6. Product Inspection

After receipt, the product will be inspected by our customer support team or an authorized service center, where necessary, to determine the cause of the malfunction or defect.

The inspection may take up to 7 business days from the date the product is received.

Once the inspection has been completed, the customer will be informed of the final decision.

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2. Return and Exchange of Products of Satisfactory Quality

A product of satisfactory quality is a product that corresponds to the order, has no confirmed manufacturing defect, has not been damaged during delivery, and has been delivered complete.

Right to Return

Unopened products may be returned within 14 calendar days from the date of receipt of the order, where provided for by applicable consumer protection legislation.

The product must:

• have no damage caused by the customer;
• be unused;
• be complete;
• have its original packaging intact;
• have all protective seals and protective wrapping intact, where provided by the manufacturer.

Cosmetics and Perfumery Products

Due to hygiene and health protection requirements, 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 protective wrapping has been opened or damaged, except where a manufacturing defect is confirmed or 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 a Product of Satisfactory Quality

If the customer wishes to exchange a product of satisfactory quality, they must first contact our customer support team at info@zonearoma.com.

The exchange will be arranged upon agreement with the customer and subject to the availability of the requested product.

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

Return shipping costs for a product of satisfactory quality returned for an exchange or refund are borne by the customer, unless otherwise provided by law or the terms of the order.

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3. Return and Exchange of Defective or Non-Conforming Products

A product may be considered defective or non-conforming 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 specification requirements established by applicable law.

What the Customer Must Do

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

• E-mail: info@zonearoma.com
• Phone: +48 791 362 547
• Business hours: Monday–Friday, 9:00–18:00

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

Where possible, please attach:

• photos of the product;
• photos of the damage or defect;
• photos of the external and internal packaging;
• a photo 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 claim, we will review the information provided and, if necessary, ask you to return the product for inspection.

If a manufacturing defect or another valid basis for the claim is confirmed, the following solutions may be offered depending on the circumstances and applicable legal requirements:

• exchange of the product for an equivalent product;
• repair of the product, where repair is possible and constitutes an appropriate remedy;
• refund, where repair or replacement is impossible or a refund is the remedy required by law;
• another remedy provided for by applicable law.

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

Return Shipping Costs for Defective or Non-Conforming Products

If a manufacturing defect, incorrect product, delivery damage, or another issue for which the seller is responsible is confirmed, 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 that the damage was caused by the customer, return shipping costs may be charged to the customer to the extent permitted by applicable law.

Refunds

If, following the review of the claim, a refund is approved, the refund will be made:

• using the same payment method used for the original purchase; or
• to the customer's bank account, where this method has been agreed with the customer or is necessary to process the refund.

Refunds will be processed within the period required by applicable consumer protection legislation.

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 applicable law provides otherwise.

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Important Information

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

Keep your shipping confirmation and tracking number until the return or exchange procedure has been fully completed.

All provisions of this Policy are subject to the mandatory requirements of applicable consumer protection legislation. If any provision of this Policy conflicts with mandatory requirements of applicable law, the applicable legal requirements shall prevail.