Refund & Return Policy

I. Policy Introduction

HERB AROMAS is committed to providing unique, handmade products to customers worldwide. Given the artisanal nature and personalized customization services of our products, we understand that each piece carries the craftsmanship and unique charm of our artisans. To balance customer satisfaction with business needs, we hereby establish the following refund and return policy (hereinafter referred to as the “Policy”), aiming to minimize refunds and returns while ensuring that customer rights are properly protected.

II. Refund Policy

Characteristics of Handmade Products
All HERB AROMAS products are handmade, so each product may have slight variations, which is the unique aspect of handmade items.
Customers should fully understand and accept this characteristic of handmade products before purchasing.
No-Reason Refund Restrictions
Due to the handmade nature and personalized customization services of our products, we do not support no-reason refunds in principle.
Customers should carefully browse product images, descriptions, ingredient lists, and usage instructions before purchasing to ensure that the selected product meets their personal needs and preferences.
Refund for Quality Issues
If a product has obvious manufacturing defects or quality issues that significantly deviate from the description, and the issue is not caused by improper use or poor storage by the customer, we provide a refund service.
Customers must contact our customer service team within 24 hours of receiving the product (based on the logistics sign-off time) and provide relevant proof of the quality issue (such as photos, videos, etc.).
The product must be in its original packaging, unused or only lightly tried, and all accessories and labels must be intact.
Refund Process
The customer submits a refund request and provides relevant proof.
Our customer service team will review the request as soon as possible, usually within 72 hours.
Once approved, we will notify the customer of the refund amount and time, and complete the refund within a reasonable period.

III. Return Policy

No-Reason Return Restrictions
Similar to the refund policy, we do not support no-reason returns in principle, especially for handmade products and personalized customization services.
Return for Quality Issues
If a product has obvious manufacturing defects or quality issues that significantly deviate from the description, and the customer can provide sufficient proof, we provide a return service.
The return conditions are the same as the refund conditions, including the product being in its original condition, contacting customer service within the specified period, providing proof of quality issues, etc.
Return Process
The customer submits a return request and provides relevant proof.
Our customer service team will review the request as soon as possible.
Once approved, we will provide the return address and return instructions.
The customer is responsible for returning the product according to the requirements and bears the risk during the return process. If the quality issue is severe, we may negotiate to cover part or all of the return costs.
After receiving and inspecting the returned product, we will process the refund or exchange (if applicable) within a reasonable period.

IV. Special Notes

Personalized Customization Services
For products with personalized customization services, such as incense beads and aromatherapy products with specific scents, styles, or packaging, we do not accept refunds or returns.
Customer Responsibility
Customers should properly care for the products to avoid damage or loss. If the product is damaged or lost due to customer negligence, we are not responsible.
Global Applicability
This Policy applies to customers worldwide. We respect and comply with the laws and regulations of different countries and regions, but we will strive to maintain consistency when implementing this Policy.

V. Customer Satisfaction Guarantee Measures

Product Quality Control
We strictly control product quality to ensure that each product meets high standards.
We provide detailed product descriptions and ingredient lists so that customers can fully understand product information before purchasing.
Customer Service Support
Our customer service team is dedicated to providing consultations, answering questions, and assisting with refund and return matters.
We offer personalized shopping advice to help customers choose the most suitable products for them.
Continuous Improvement and Innovation
We will continuously listen to customer feedback, improve products and services, and meet customer needs.
We will continuously innovate product styles and scents to provide customers with more choices.

VI. Policy Changes and Notifications

Policy Changes
We reserve the right to modify and update this Policy at any time. The revised Policy will be published on our official website and will take effect from the date of publication.
Policy Notifications
Customers should carefully read and understand this Policy before purchasing products. If customers continue to purchase products after this Policy is modified, it is deemed that they have agreed to and accepted the revised Policy.

VII. Conclusion

We sincerely hope that every customer can find their desired incense beads and aromatherapy products at HERB AROMAS. At the same time, we kindly ask customers to understand and support our refund and return policy. We are committed to providing customers with high-quality products and services to ensure a balance between customer satisfaction and business needs. If you have any questions or need assistance, please feel free to contact our customer service team. This Policy takes effect from the date of publication and will continue to be published on our official website.