Cancellation & Refund Policy

RAW AROMACHEM

PRODUCT USAGE & COMPLAINT RESOLUTION POLICY

Our Commitment

At RAW Aromachem, every bottle is produced, packed, and dispatched with strict quality control. This policy explains how to use our oils correctly, how to raise a complaint, and how our return and replacement process works.

Please read this policy carefully before use. Following these guidelines ensures the best performance of our fragrance oils and enables us to resolve any genuine issues quickly and fairly.

A. Usage & Preparation Guidelines

To ensure our fragrance oils perform as intended, the following guidelines must be followed:

1. Oils from a new batch must be macerated for a minimum of 30 days from the manufacturing date printed on the bottle before use or evaluation.

2. After preparing your final perfume, it must be further macerated for 30 days before being used or evaluated for scent profile, longevity, or projection.

3. Our oils must only be compared against the original reference fragrance. Comparisons with samples from local vendors or other suppliers will not be accepted as a valid basis for complaint.

4. Scent accuracy must be evaluated against the tier purchased: Inspired (~70–75% accuracy), Identical (~85–95% accuracy), or Clone (~99%+ accuracy). Complaints of inaccuracy that fall within the stated accuracy range of the tier will not be accepted.

5. Dilution must be carried out strictly in the recommended ratio provided by our team.

6. No additional chemicals, fixatives, or substances should be mixed with our oils unless advised by our technical team.

7. Bulk production must not be carried out without first testing and evaluating a sample batch. RAW Aromachem is not liable for losses arising from bulk production carried out without prior sample evaluation.

B. Complaint Window

8. Shipping and packaging issues (damaged bottle, leakage, wrong item received, missing item, incorrect quantity) must be reported within 7 days from the date of delivery.

9. Product quality issues (scent concern, consistency issue, colour variation) must be reported within 45 days from the date of delivery. This timeline accounts for the 30-day maceration period and subsequent evaluation.

10. Complaints raised after these windows will not be eligible for investigation, return, or replacement.

C. Complaint Submission Requirements

Once a complaint is received, our team will investigate and respond within 2–3 working days.

To process your complaint, the following information is mandatory:

• Order ID

• Clear image of the received product, including the label showing manufacturing date and batch number

• Application method used

• Dilution ratio used

• Details of the solvent used (brand and type)

• Maceration time followed (from manufacturing date and from final preparation)

• Detailed description of the issue

Failure to provide complete information will delay or prevent the resolution process.

D. Return & Replacement Process

11. Return or replacement will be considered only after the complaint investigation is completed and the issue is verified by our quality team.

12. If the complaint is found to be genuine and related to product quality, we will initiate the replacement process. Refunds are issued only in exceptional cases where replacement is not possible.

13. Upon approval, the customer must securely pack the returned material and share parcel details (courier name, tracking number, dispatch date) once dispatched.

14. The return shipment must be dispatched within the timeline provided by our team after approval. Delays beyond this timeline may invalidate the approval.

15. After receiving the returned material, our quality team will re-evaluate the product.

16. If the issue is confirmed upon re-evaluation, we will proceed with replacement of the material.

17. If the investigation finds that the issue is not related to product quality, or that the usage guidelines in Section A were not followed, return or replacement will not be applicable.

18. Return shipping charges: If the issue is verified as RAW Aromachem's responsibility, we will bear the return shipping cost. If the issue is due to customer error or misuse, the customer bears all shipping charges both ways.

E. Eligibility Exclusions

The following are not eligible for return, replacement, or refund under any circumstances:

• Discovery sets, sample sets, and sample bottles of any kind

• Single fragrances purchased in quantities below 100ml

• Oils that have been mixed with other substances or altered in any way

• Complaints based on subjective preference ("I don't like the scent") where the oil matches its tier specification

• Complaints regarding scent accuracy that fall within the accuracy range of the tier purchased

• Complaints on oils that were not macerated as per Section A

• Complaints raised after the complaint windows defined in Section B

• Losses from bulk production carried out without prior sample testing

• Oils damaged due to improper storage by the customer (exposure to heat, sunlight, or contamination)