Refund policy

Returns & Refund Policy

AromaLore is operated by AROMALORE LIMITED, a company registered in Hong Kong SAR. This policy is governed by the laws of Hong Kong SAR, including the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362). Nothing in this policy affects your statutory rights.

1. Return window

You may request a return within 30 calendar days of the delivery date. Items must be unused, in their original condition and original packaging, with all tags and gift boxes included.

2. Non-returnable items

· Pierced jewellery (e.g. earrings) once the hygiene seal is broken, for health and hygiene reasons

· Custom-sized, engraved or personalised items

· Gift cards

· Items damaged by misuse, accident, or normal wear and tear

3. How to start a return

Email aromalorelucy@outlook.com with your order number and photos of the item. We reply within 1 business day and will issue a Return Merchandise Authorisation (RMA) number and the return address. Parcels sent back without an RMA number cannot be processed.

4. Return shipping costs

· We pay: if the item arrived damaged, faulty, or is not what you ordered. We will send you a prepaid label.

· You pay: for change-of-mind returns. We recommend a tracked service; we cannot refund parcels lost in transit back to us.

5. Refunds

Once your return arrives and passes inspection (2–3 business days), we refund to the original payment method within 5–10 business days. Your bank or card issuer may take an additional billing cycle to post the credit. Original shipping charges are refunded only where the item was faulty or incorrectly supplied.

6. Damaged, faulty or wrong items

Contact us within 7 days of delivery with photos. You may choose a free replacement or a full refund including all shipping costs. No return shipping cost falls on you in these cases.

7. Exchanges

We process exchanges as a refund plus a new order, which is the fastest route. Tell us the replacement item you want when you request the RMA.

8. Order cancellations

Orders can be cancelled free of charge before they are dispatched, usually within 24 hours of ordering. Email or Whatsapp us as soon as possible. Once a parcel has shipped, please use the return process above.

9. Contact

Email: aromalorelucy@outlook.com
Phone: +852 6150 7226 | WhatsApp: +1 (302) 393-7074
Service hours: Monday to Friday, 09:00–18:00 (Hong Kong Time, GMT+8), excluding Hong Kong public holidays