Refund policy

RETURN AND REFUND POLICY

The Nature Aroma is a wholesale and B2B supplier. All orders placed through our wholesale store are intended for business use, resale, retail distribution, or commercial inventory purposes. By placing an order, the buyer confirms that they are purchasing as a business customer and agrees to the terms below.

ALL WHOLESALE SALES ARE FINAL

Due to the nature of wholesale, resale, fragrance, hygiene, wellness, and personal-care products, all wholesale orders are final sale unless otherwise approved in writing by The Nature Aroma.

We do not accept returns, exchanges, cancellations, refunds, or order modifications once an order has been placed, processed, packed, fulfilled, or shipped.

NO RETURNS ON OPENED OR USED PRODUCTS

For safety, hygiene, quality control, and resale integrity, the following items are non-returnable and non-refundable:

Fragrance oils
Essential oils
Diffuser oils
Opened bottles
Used products
Tested products
Custom orders
Special orders
Sale items
Discontinued items
Personal care items
Health and safety products
Hand sanitizer
Face shields
Towel warmers
Orgones
Diffusers that have been used, installed, filled, connected, or operated
Products not in their original unopened packaging

ORDER REVIEW RESPONSIBILITY

The buyer is responsible for reviewing all product names, quantities, sizes, scents, pricing, shipping information, billing information, and order details before completing checkout.

Once an order is submitted, it is considered confirmed and approved by the buyer.

MINIMUM ORDER REQUIREMENT

Wholesale orders are subject to a minimum order requirement of $350. Orders placed below the minimum may be cancelled, held, or adjusted at our discretion.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Claims for damaged, defective, missing, or incorrect items must be reported within 5 business days of delivery.

To submit a claim, the buyer must provide:

Order number
Photos of the product
Photos of the shipping box
Photos of all packaging materials
Description of the issue
Quantity affected

Claims submitted after 5 business days from delivery will not be accepted.

Do not discard the product, box, or packaging until the claim has been reviewed. Failure to provide complete evidence may result in denial of the claim.

If a claim is approved, The Nature Aroma may, at its sole discretion, offer a replacement, store credit, replacement part, or other resolution. Refunds are not guaranteed.

SHIPPING DAMAGE

Shipping damage must be reported within 5 business days of delivery. The buyer must provide photos of the shipping box, packaging materials, and damaged products.

If the carrier requires inspection, the buyer agrees to keep the original packaging and cooperate with the claim process.

DELIVERED ORDERS

An order marked as delivered by the carrier is considered delivered. The Nature Aroma is not responsible for lost, stolen, misplaced, delayed, refused, or unattended packages after carrier delivery confirmation.

If a package is marked delivered but cannot be located, the buyer must contact the carrier directly and file a carrier investigation.

SHIPPING ADDRESS ACCURACY

The buyer is responsible for providing a complete and accurate shipping address at checkout.

The Nature Aroma is not responsible for orders shipped to incorrect, incomplete, outdated, or undeliverable addresses provided by the buyer.

Packages returned due to an incorrect address, refusal, failed delivery attempt, or non-pickup may be subject to additional shipping fees, handling fees, and restocking fees.

REFUSED OR RETURNED SHIPMENTS

Refused shipments, unclaimed packages, failed delivery attempts, or packages returned to sender without written authorization from The Nature Aroma are not eligible for refund.

If a returned shipment is accepted at our discretion, the buyer may be responsible for original shipping charges, return shipping charges, carrier fees, handling fees, and a restocking fee of up to 35%.

UNAUTHORIZED RETURNS

Unauthorized returns will not be accepted.

Any product returned without prior written authorization may be refused, discarded, or returned to the buyer at the buyer’s expense.

RESTOCKING FEES

If The Nature Aroma approves a return as an exception, the return may be subject to a restocking fee of up to 35%. Shipping fees, handling fees, payment processing fees, and any carrier-related charges are non-refundable.

PAYMENT DISPUTES AND CHARGEBACKS

By placing an order, the buyer agrees to contact The Nature Aroma directly to resolve any order issue before initiating a payment dispute or chargeback.

Filing a chargeback without first contacting us may delay resolution and may result in account suspension, cancellation of wholesale access, cancellation of pending orders, and refusal of future orders.

The Nature Aroma reserves the right to provide order records, checkout records, shipping confirmation, delivery confirmation, tracking information, customer communications, policy acceptance, and any other relevant documentation to the payment processor, bank, or card issuer in response to a chargeback or payment dispute.

Chargebacks may be disputed to the fullest extent permitted by law and by the payment processor’s rules.

ACCOUNT SUSPENSION

The Nature Aroma reserves the right to suspend, restrict, or terminate wholesale access for accounts with excessive claims, refused shipments, payment disputes, chargebacks, suspected fraud, abusive behavior, or violation of our wholesale policies.

NO PRICE ADJUSTMENTS

We do not offer price adjustments after an order has been placed. Promotional pricing, discounts, or sale prices cannot be applied retroactively.

FINAL DECISION

The Nature Aroma reserves the right to approve, deny, or modify any return, replacement, store credit, or claim resolution at its sole discretion, subject to applicable law.

CONTACT

For order issues, please contact us within the required claim period and include your order number and supporting photos.