At Pure Aroma Rolls Store, we are committed to providing high-quality products and excellent customer service. If for any reason you are not satisfied with your purchase, we offer a straightforward refunds and returns process.
1. Eligibility for Returns
We accept returns under the following conditions:
- The product is unused, unopened, and in its original packaging.
- The return request is made within 30 days of receiving the product.
- Proof of purchase (e.g., receipt or order confirmation email) is provided.
Products that have been opened, used, or damaged after delivery are not eligible for returns unless they are defective or damaged upon arrival.
2. Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used products.
- Digital gift cards.
- Products marked as “final sale” at the time of purchase.
3. Defective or Damaged Products
If you receive a defective or damaged product, we will replace it or offer a full refund at no additional cost. Please notify us within 7 days of receiving the item and provide photographic evidence of the issue to expedite the process.
4. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Customer Support: Email us at [email protected] with the subject line “Return Request – [Order Number].”
- Provide Details: Include the reason for the return, proof of purchase, and any relevant photos if the product is defective or damaged.
- Wait for Confirmation: Our team will respond within 2 business days to approve the return and provide a return shipping address.
5. Return Shipping Costs
- Customer Responsibility: Customers are responsible for the cost of return shipping, except in cases of defective or damaged products.
- Recommended Shipping Method: We recommend using a trackable shipping service to ensure the return is delivered safely.
6. Refund Process
Once we receive and inspect the returned product, we will process your refund.
- Refund Approval: If the return is approved, we will issue a refund to the original payment method.
- Timeframe: Refunds may take 5–10 business days to reflect in your account, depending on your payment provider.
7. Exchanges
We do not offer direct exchanges. If you wish to replace an item, please initiate a return and place a new order for the desired product.
8. Late or Missing Refunds
If you have not received your refund after the specified timeframe:
- Check your bank or credit card statement.
- Contact your payment provider to confirm processing times.
- If the issue persists, contact us at [email protected] for further assistance.
9. Customer Support
For questions or assistance regarding refunds and returns, please contact:
Email: [email protected]
Address: Kralja Petra I, 123b
We value your satisfaction and are here to help. Thank you for shopping with Pure Aroma Rolls Store!