Refund policy

Refund & Return Policy

Last Updated: October 3, 2026

At Aromesa, we carefully pack and inspect our products before dispatch. However, in rare cases, a glass product may be damaged during transportation.

Please read the following policy carefully before placing your order.

1. No General Returns or Exchanges

Aromesa does not accept returns or exchanges for products that are delivered in good and undamaged condition.

We do not accept returns or exchanges due to:

  • Change of mind

  • Personal preference

  • Incorrect product selection by the customer

  • Product not meeting personal expectations

  • Color or appearance differences caused by individual screen settings

  • Any other reason where the product has been delivered safely and in its original condition

Please make sure you carefully review the product details before placing your order.

2. Damaged or Broken Glass Items

If you receive a glass item that is broken, cracked, damaged, or otherwise visibly affected during delivery, you must report the damage immediately.

For us to verify the damage and process a replacement or refund, the following procedure must be followed at the time of delivery:

Step 1: Do Not Accept the Package Without Inspection

Before accepting the delivery, please inspect the package for visible damage.

If the package appears damaged, open the package in front of the delivery person and check the product carefully.

Step 2: Record a Video

If the glass product is broken or damaged, please record a continuous, real-time/unboxing video in front of the delivery person showing:

  • The unopened package and shipping label

  • The condition of the package

  • The process of opening the package

  • The damaged or broken product

  • The packaging material inside the package

  • The delivery person present during the inspection

The video should clearly show the condition of the package and product from the beginning of the opening process.

Step 3: Send the Video to Aromesa

Please send the real-time unboxing/damage video to our official customer support email immediately after delivery.

Email: help@aromesa.in

Please include your:

  • Order number

  • Name

  • Registered mobile number

  • Photos of the damaged product

  • Video showing the damage and opening of the package

3. Damage Claims Without Video

Aromesa may not be able to approve a damage claim if:

  • No unboxing/delivery video was recorded.

  • The video was recorded after the delivery was completed.

  • The package was opened without the delivery person present.

  • The video does not clearly show the package, opening process, and damaged product.

  • The damage is reported after an unreasonable delay.

  • The required evidence is incomplete or unclear.

This requirement helps us verify that the damage occurred during transit and helps us raise the appropriate claim with the shipping partner.

However, nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable law.

4. Refund or Replacement for Approved Damage Claims

Once we receive the required video and supporting information, our team will review the claim.

If the damage claim is approved, Aromesa may provide:

  • A replacement product, subject to availability; or

  • A refund of the applicable product amount, where appropriate.

The final resolution will depend on the circumstances of the claim and applicable law.

5. Damaged Packaging

If the outer package is visibly damaged at the time of delivery, we strongly recommend that you do not accept the package without recording the condition and completing the inspection in front of the delivery person.

Please retain all original packaging materials until your claim has been reviewed and resolved.

6. Wrong or Missing Product

If you receive a product that is different from the product you ordered, or if an item is missing from your order, please contact Aromesa as soon as possible at:

help@aromesa.in

Please provide your order number and clear photographs/video of the package and its contents so that we can investigate the issue.

7. Refund Processing

Where a refund is approved, the refund will generally be processed through the original payment method, subject to the payment provider's processing timelines.

The time taken for the refund to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.

8. Customer Responsibility

Customers are responsible for:

  • Providing a correct and complete delivery address.

  • Being available to receive and inspect the package where possible.

  • Recording the required video if a glass item appears damaged.

  • Providing accurate information when submitting a damage claim.

  • Keeping the damaged product and packaging safely until the claim is resolved.

9. Contact Us

For questions regarding damaged products, refunds, or this policy, please contact:

Aromesa
Email: help@aromesa.in

Please include your order number in the subject line of your email so that we can assist you more efficiently.