Return & Exchange Policy

Thank you for choosing AROZMA. We deeply value your experience with us. If you have any questions regarding our products, please feel free to contact us—we are here to help. To protect your rights and ensure a smooth process, please carefully review our return and exchange policy below.

1. Before You Purchase

All of AROZMA’s essential oils and room sprays are handcrafted. Minor imperfections such as small scratches, folds, or slightly misaligned labels may occur and are considered normal for handmade goods. These do not affect the product’s function or quality. If you have high aesthetic expectations for packaging, please consider this before placing your order to avoid any inconvenience.

2. 7-Day Cooling-Off Period

According to the Consumer Protection Act, you are entitled to a 7-day cooling-off period (including weekends and holidays) from the date the product is delivered.

Please note:

• The cooling-off period is for evaluation purposes only and does not constitute a trial period.

• Returns will not be accepted if the product has been opened, used, or damaged due to personal handling.

• If the product is defective or incorrect, please contact us within 7 days of receipt. We will gladly assist you with an exchange or refund.

3. How to Request a Return or Exchange

Please submit your request via the [Contact Us] page and provide the following information:

1. Order number

2. Name and email address used for the order

3. Photos or videos showing the issue (if applicable)

4. Whether you are requesting a return or exchange

4. Conditions for Returns

Returned items must meet the following criteria:

• Unused and in brand-new condition

• All original packaging, accessories, freebies, and invoice must be included

• No signs of wear, damage, dirt, scratches, or unusual odors

Products or free gifts that have been opened or used are not eligible for return.

5. Refund Process & Handling Fee

• Once we confirm that the returned items meet our return criteria, we will process your refund within 7 business days, and notify you via email.

• If you paid via bank transfer, please provide the account holder’s bank name, branch, and account number for the refund.

• A NT$30 processing fee will be deducted from the refund. This fee will not be waived or separately notified.

6. Shipping Fees

For non-defective or non-error-related returns/exchanges (e.g., change of mind, wrong item ordered):

• Shipping costs for return and reshipment are the responsibility of the customer.

For defective items or incorrect shipments:

• AROZMA will cover all shipping fees and assist with the return or exchange.

7. Definition of Defects

We consider a product to be defective under the following conditions:

1. Severe damage or breakage upon arrival

2. Leakage of product contents upon unboxing

Please note:
Minor imperfections such as handmade marks, surface scratches, or slight label misalignments do not qualify as defects.

8. Gift Packaging Service

If you have added gift packaging to your order, please note that the packaging is a custom service and cannot be restored once processed. Therefore, the packaging fee is non-refundable if the product is returned.

We will do our best to ensure the product remains beautiful and intact, so every gift can be sent with confidence and care.

9. Shipment Errors or Missing Items

If you receive incorrect items or quantities, please contact us immediately with your order number and contact email.
To avoid misplacement, please fully inspect the contents of your package, as we use protective inner packaging materials that may conceal smaller items.

If you have any questions regarding returns or exchanges, please feel free to contact us via email at hi@arozma.com. We will assist you as soon as possible.