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Returns

What is your returns policy?

We want you to be delighted with your purchase but if you are not, you can return any item within 30 days of receipt as long as it is unused and in its original packaging.

We will be happy to exchange the item for a replacement or to make a refund onto the card which was used when your purchase was made. We are unable to refund any postage charges but we will send any exchange items free of postage charges.

How do I return something?

You can send your return by post, including your original delivery note. It would really help us if you could give a reason why the product/s were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.

Make sure your items are securely wrapped and send your return to:


Returns - Love Aroma,


Unit 3 Endland Industrial Park,

Parcel Terrace,

Derby

DE1 1LY

Parcels are returned at your own cost, and we recommend that you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

What if the item is damaged?

Every effort is made to ensure that your item is packaged well and arrives with you in pristine condition. If an item is damaged, we require photographic proof of the damaged item emailed to returns@lovearoma.co.uk. Once received we will send a replacement item, if this is not possible we will refund the full amount of the item and any postage costs that may have been incurred.

In some cases we may require the item to be returned to us, if this is the case we will fully refund the return postage cost within 5 days of receipt of the item.

What if the item is faulty?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.

If a fault develops outside of the 30 day return period, or the item is difficult to package and return, contact us on 0330 808 1681 (Monday - Friday 9am to 5pm) or by email at returns@lovearoma.co.uk before you return the item so we can discuss the fault with you and agree the best way forward. Please take extra care to read any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

I have received the wrong order what should I do?

Please accept our sincere apologies and contact us by email: returns@lovearoma.co.uk or phone us on 0330 808 1681 (Monday - Friday 9am to 5pm) Please send all returns to the address shown above. We’ll refund the cost of sending the order back to us, you’ll receive this refund within 7-10 working days. We strongly recommend that you obtain proof of postage for any returned item. Once we receive the incorrect order back, we’ll dispatch the correct order to you.

Can I return an item I received as a gift?

An item that was received as a gift can be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.

How long will it take to deal with my return?

Once your parcel has been received by our team, it will take up to 5 days to fulfill your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 5 working days, please contact us on 0330 808 1681 (Monday - Friday 9am to 5pm) so we can investigate.