Refund policy

Returns & Refunds Policy

We want you to be happy with your AromaHug purchase. In addition to your rights under Australian Consumer Law, we offer a 30-day change-of-mind return period from the date you receive your order.

Change-of-mind returns

To be eligible for a change-of-mind return, your item must be unused, in its original condition and packaging, and include all components and accessories supplied with it. Proof of purchase is also required.

To request a return, please contact us at info@aromahug.com.au before sending anything back. If your return is approved, we will provide return instructions and the appropriate return address. Items returned without first contacting us may not be accepted.

Unless the product is faulty, damaged, incorrectly supplied or otherwise covered by your rights under Australian Consumer Law, return shipping costs for change-of-mind returns are the customer's responsibility.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if your AromaHug is damaged, defective or you have received the wrong item. Please include your order number and, where possible, photographs showing the issue so we can resolve it promptly.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major problem with a product, you are entitled to choose a refund or replacement. If the problem is not major, you are entitled to have the problem remedied within a reasonable time. Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law.

Essential oils and other opened consumable products

For hygiene, safety and product-integrity reasons, opened or used essential oils and other consumable products cannot be returned for change of mind. This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.

Pre-orders

Products sold on pre-order will display an estimated delivery timeframe at the time of purchase. These dates are estimates and may change due to manufacturing, freight or other circumstances. If there is a significant delay, we will provide an update as soon as reasonably practicable.

If you wish to cancel a pre-order before it has been dispatched, please contact us at info@aromahug.com.au. If the order has not yet been dispatched, we will generally allow cancellation and issue a refund to the original payment method.

European Union 14-day cooling-off period

If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable EU consumer law. Products should be returned in the condition in which they were received, except where applicable law provides otherwise.

Refunds

Once we receive and inspect an approved return, we will let you know whether the refund has been approved. Approved refunds will be issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.

Questions

For return or refund enquiries, please contact info@aromahug.com.au.