Terms of service

GENERAL CONDITIONS

Dear Customer,

Welcome to our online store https://aromama.com (hereinafter referred to as the "e-store"). Our team works diligently to offer you high-quality and safe aromatherapy (and other) products. We aim to provide the best possible online shopping experience.

The operator and seller of the products offered in the e-store (hereinafter referred to as "the Seller" or "we") is:

Before placing an order in the e-store, please carefully read these purchase and sale rules (hereinafter referred to as the "Rules"). These Rules set out the general terms and conditions for using the e-store and apply when you select, order, and purchase products or otherwise use the services of the e-store.

We reserve the right to change, amend or supplement the Rules, so we recommend reviewing them during each purchase. Your purchase will always be subject to the version of the Rules valid at the time the order is placed.

If any part of the Rules is unclear or you do not agree with any part, you should not place an order. By placing an order, you confirm that you have read, understood, and unconditionally agree to the Rules.

GIFT VOUCHERS

Additional promotions that offer gifts are not applicable when purchasing a gift voucher.

GENERAL PROMOTIONS

When a promotion is running where a gift is given for reaching a certain spending threshold, the delivery fee is not included in the qualifying amount.

RETURNS AND EXCHANGES

To return or exchange a product, please follow the instructions below:

  • Securely package the items being returned to prevent breakage, leakage, or damage to their packaging during transport.

  • Clearly indicate your order number on the package or include the return form with the order number inside the package. IMPORTANT: If the order number is not included, we will not be able to identify the package, meaning you will not receive a refund or replacement.

  • Send the return shipment using one of the following methods:

    • Registered post to: R. Kalantos g. 25A, 52302, Kaunas, Lithuania
    • Courier delivery to: R. Kalantos g. 25A, 52302, Kaunas, Lithuania

After receiving your return, we will inspect the products. If the returned products meet the conditions stated in the Terms, we will refund your money or, if you prefer an exchange, send you new products.

If the returned items do not meet the stated return conditions—e.g., the products are damaged, used, visibly worn, or the packaging is broken—we reserve the right to:

  • Refuse the return and send the items back to you;
  • Deduct the loss of product value or costs incurred to restore its commercial appearance/value from your refund.

We only exchange non-defective products if:

  • We have your requested item in stock;
  • The price of the item has not increased. If the item was bought during a promotion and the promotion has ended or the price has increased, the item will only be exchanged if you pay the price difference.

If the item cannot be exchanged, we will refund your payment. If the new item is cheaper than the one originally purchased, we will refund the price difference.

Refunds for returned items (whether defective or not) or for the price difference during an exchange will be processed within 14 calendar days from the date we receive the returned items. The delivery fee will also be refunded in full or in part, depending on whether all or part of the order is returned.

If defective items are returned, we will reimburse actual return shipping costs, up to a maximum of €4 for returns within Lithuania or €10 for international returns, regardless of the shipping or return method you choose.

IMPORTANT: You are responsible for the cost of returning non-defective products. These costs are not reimbursed by the Seller.

Refunds are made via bank transfer to the account from which the original payment was made. If you paid in cash or by other means, we will issue the refund to the bank account you provide.

PRODUCT QUALITY GUARANTEE

The Seller guarantees the quality of the products sold in the e-store in accordance with the law.

The guarantee does not apply if the product is damaged by the Buyer (due to improper use, maintenance, or storage conditions, etc.) or when the product naturally wears out.

The smell and/or texture of cosmetic products from different batches may slightly differ, as the raw materials are derived from plants grown under varying natural conditions. Such differences are not considered product quality defects.

If a product quality defect arises that is the Seller’s responsibility, you have the right to:

  • have the product repaired free of charge;
  • have the defective product replaced free of charge;
  • request a proportional price reduction;
  • unilaterally terminate the contract and receive a full refund, except where the defect is minor.

Timeframes for submitting product quality claims:

  • For products with an expiration date (stated on the product or packaging): no later than the expiration date;
  • For other products (e.g., electronic diffusers): no later than 2 (two) years from the date the product was delivered or handed over to you.

To submit a claim, contact the Seller via email at info@aromama.com or send a private message via the aromáma Facebook or Instagram pages. If possible, include photos clearly showing the product defect.

Your inquiry will be reviewed within 5 (five) business days, and we will get back to you. We reserve the right to request the product be sent to us for a thorough assessment of the defect and its cause.

If the defect is confirmed, we will send you a repaired or replacement product, reduce the price, or refund the amount paid (except in the case of minor defects).

COMPLAINTS AND DISPUTE RESOLUTION

If you believe that your rights as a buyer have been violated, you have the right to submit a written complaint or demand to the Seller no later than 3 (three) months from the moment you became aware of the violation. Send your complaint via email to info@aromama.com.

Upon receiving your complaint or demand, we will review it and respond with a detailed, documented, and reasoned written reply within 14 calendar days.

If we cannot resolve the issue, or if you are not satisfied with our response or receive no response at all, you have the right to contact the State Consumer Rights Protection Authority (Vilniaus g. 25, Vilnius, LT-01402; www.vvtat.lt) or submit an online request through the Online Dispute Resolution (ODR) platform: http://ec.europa.eu/odr/, or bring your case to court.

COMMUNICATION

If you have any questions or concerns, you can contact us using your preferred method:

We will respond to your messages as quickly as possible.

FORCE MAJEURE

Any circumstances that neither the Buyer nor the Seller could foresee, control, and/or prevent, including their consequences, are considered grounds for suspending obligations and releasing the affected party from liability.

Force majeure circumstances include, but are not limited to, when the Seller is forced to halt production and/or is unable to maintain sufficient inventory, and/or cannot deliver orders due to a pandemic or similar events, accidents, natural disasters, government decisions, or other circumstances beyond the Seller’s control.

The party affected by force majeure must immediately notify the other party of such circumstances. In this case, the performance of the contract is postponed until the force majeure circumstances and their consequences no longer prevent fulfillment. If the contract cannot be performed for more than 3 months, either party may terminate it.

GOVERNING LAW

These Terms and the relationship between the Buyer and the Seller are governed by the laws of the Republic of Lithuania. All disputes are resolved according to applicable laws by competent authorities or courts of the Republic of Lithuania.

INTELLECTUAL PROPERTY RIGHTS

The Seller is the sole owner of all rights to the content of the website https://aromama.com and holds exclusive rights to its use. All trademarks, service marks, designs, names, logos, texts, photos, and other elements on the website are the property of the Seller.

Any copying or use of the website’s design, texts, photos, or other content by third parties without the Seller’s written consent is considered a violation of copyright and other rights and is punishable under the laws of the Republic of Lithuania.