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Effective Date: October 17, 2026
Studio Aroma S.A. de C.V. (“we”, “us”, “our”), the operator of the e-commerce website www.studioaromamex.com offering premium natural fragrance products including reed diffusers, car diffusers, indoor fragrances, and aromatherapy goods, has established this clear Refund and Returns Policy to deliver a transparent, fair shopping experience for all our customers, while safeguarding the quality and integrity of our handcrafted scent goods. This policy applies to all purchases made through our official website, and explicitly outlines our non-negotiable rule that pure standalone refunds without product return or valid verified product defect claims are strictly not permitted for any order, with no exceptions. All customers are required to review this policy carefully before completing their checkout process, and placing an order on our Site constitutes your full acknowledgment and agreement to all terms laid out in this document.
We explicitly emphasize that we do not approve any requests for full or partial pure refunds that are not accompanied by the physical return of the purchased product, or not supported by verified, substantiated product defects that we confirm on our end. As a small brand committed to crafting hand-poured natural fragrances from sustainably sourced botanicals, every order we ship incurs production costs, packaging expenses, courier shipping fees, and administrative overhead that cannot be recovered if a customer keeps our product while requesting a full refund. This “no refund only” rule applies to all orders regardless of order value, product type, or customer location, to ensure fair treatment for every shopper who supports our small business, and to prevent fraudulent or abusive refund claims that would force us to raise product prices for our entire customer community.
There are no scenarios where we will issue a 100% refund for an order where the customer retains full possession of our fragrance products. Any claim that requests to keep the item while receiving a full or partial refund will be reviewed immediately and denied automatically, unless our in-house quality control team confirms that the product arrives with irreversible, unrepairable manufacturing defects that make it completely unusable, and we opt to send a replacement unit free of charge in place of a refund.
To initiate a valid return that qualifies for subsequent store credit or product exchange, all of the following requirements must be fully met:
To submit a valid eligible return request, you can contact our customer support team using the following official channels: send an email to mossie@studioaromamex.com, call us at +52 55 5254 3645, or submit a message via the Contact Us page on our Site. Our support team will respond to your request within 3 business days, and send you a unique pre-authorized return label along with clear step-by-step instructions for sending the product back to our warehouse located at Av. Río San Joaquín 406, Col. Ampliación Granada, Alcaldía Miguel Hidalgo, Ciudad de México, Mexico.
You are responsible for covering the return shipping costs to send the product back to our facility, unless the return is caused by our confirmed error, such as us shipping the completely wrong product variant, or delivering a damaged, defective item due to our production or packaging mistakes. Once our warehouse team receives your returned item and completes a full quality inspection to confirm the product meets all our return eligibility requirements, our team will notify you of the approval of your return within 5 business days.
In line with our no pure refund policy, we do not process cash monetary refunds back to your original payment method as the first resolution option for most valid return cases. For all approved eligible returns, you will be offered the following two fair resolution options to choose from:
The only narrow exception to our no cash refund rule applies in the extremely rare scenario where we are completely out of stock of all possible replacement products you would like to exchange for, and we have no new restock date scheduled in the next 30 calendar days. Under this very limited circumstance, we may process an exceptional cash refund back to your original payment method, after confirming the situation with our operations team and verifying that the returned product fully meets all our return eligibility criteria.
If your order arrives with visible shipping damage, leaking fragrance bottles, broken reed sticks, or confirmed manufacturing defects such as incorrect scent formulation that does not match the product description, you are required to send us clear photos and video evidence of the damaged item and the original outer shipping packaging within 48 hours after you sign for your delivery. Our quality control team will review your submitted evidence within 48 hours, and once we confirm the defect is valid, we will arrange to send you a brand new replacement product free of any additional shipping costs to you, no return of the damaged item will be required. Even under this defective item scenario, we will not issue a pure standalone refund while you keep the defective product, unless we confirm we are permanently unable to restock that specific product SKU within 60 days after your claim is submitted.
If you have any questions, concerns, or clarifications about this Refund and Returns Policy, you can reach our dedicated customer support team at any time:
This policy is published by Studio Aroma S.A. de C.V., the registered operator of the www.studioaromamex.com e-commerce platform.