Returns and Refund
This page contains the policies. Please read these policies carefully before ordering any products from our website. You should be aware that by ordering any of our products, you agree to be bound by these policies.
If you have any questions or feel unsure about any of the content please contact Customer service to support before placing an order.
Criteria for Accepting Returns
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. You can return the products purchased for reasons:
The item is defective, damaged or if you receive the wrong item. Please inspect and take pictures on your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To be eligible for a return, the item must be in following circumstances: The same condition that you received it damage or stains on the products.Unworn or unused, with tags, and in its original packaging.
Reasons for Unacceptable Returns / Exchange
Under the following circumstances, we will not be able to process your returns:
- Products not meeting the criteria for “7-day return policy”.
- Products that have been used.
- With these reasons like "Change my mind", "I do not like the product" or "The product is not suitable for me".
- Products not sold on Aquilaria Mart Online Store.
- Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items).
- We do not accept returns due to allergies. Before purchasing the product, please contact us to check the ingredients contained in the product.
To start a return, you can contact us at [email protected]
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.Once we receive the returned products and determine that they meet the return criteria, we will credit back the refund to you.The actual refund date is based on the bank or online payment platform processing cycle.
When shipping partners return the goods to us for the following reasons, the customers will not receive a full refund:
- Customers do not pay for the import tax in your country.
- There is no recipient.
- The address is incorrect.
- The customer does not provide the required documents for the destination country.
- The reasons related to the import laws of the destination country, the customer need to find out carefully before ordering.
If goods are returned to us, we have to pay for return shipping fee to the carrier partners and could not receive transport charges. Therefore, we will charge two-way shipping fee for the above cases.