Refund policy
Refund & Return Policy
Aromatique Atelier
At Aromatique Atelier, we value transparency and customer satisfaction. This Refund & Return Policy explains your statutory rights and our procedures in accordance with applicable EU and Dutch consumer protection law.
1. Right of Withdrawal
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party appointed by you (other than the carrier), acquires physical possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. by email or post).
You may contact us at: return@aromatiqueatelier.com
You may use the model withdrawal form provided at the end of this policy, but it is not obligatory.
2. Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the standard delivery costs (excluding any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us).
Refunds will be processed within 14 days from the day we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods — whichever is earlier.
Refunds will be made using the same payment method you used for the original transaction, unless expressly agreed otherwise.
3. Return Conditions
You must return the goods without undue delay and no later than 14 days from the day on which you communicate your withdrawal.
The deadline is met if you send back the goods before the 14-day period has expired.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (as you would in a physical store).
We recommend returning items in their original packaging where possible to prevent transport damage.
4. Return Shipping Costs
Unless the item is defective or incorrectly delivered, you are responsible for the direct costs of returning the goods.
We recommend using a trackable shipping method. Aromatique Atelier is not responsible for returns lost during transport.
Return address:
Aromatique Atelier
Stadsmuur 25
3231 VN Brielle
The Netherlands
5. Non-Returnable Items (Legal Exceptions)
Under Article 6:230p of the Dutch Civil Code, the right of withdrawal does not apply to certain goods.
The following products are not eligible for return:
Custom-Made Candles (Made-to-Order Products)
All candles that are made specifically to your specifications — including but not limited to custom scents, personalized labels, bespoke compositions, or products produced upon order — are considered custom-made goods.
As these items are manufactured according to the consumer’s specifications and clearly personalized, they are exempt from the right of withdrawal and cannot be returned unless they are defective or damaged upon arrival.
This applies to all made-to-order candle products offered by Aromatique Atelier.
6. Damaged or Defective Products
We are legally required to supply goods that conform to the contract.
If you receive a product that is damaged, defective, or incorrect, please contact us as soon as reasonably possible after discovering the issue.
Reporting within 48 hours is appreciated but does not affect your statutory rights.
In the case of a valid defect or non-conformity, we will:
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Offer a replacement, or
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Provide a full refund, including return shipping costs where applicable.
We may request photographic evidence to assess the issue.
7. Sale or Discounted Items
Discounted or sale items are eligible for return under the same conditions as regular-priced products, unless they fall under one of the legal exceptions mentioned above.
8. Late or Missing Refunds
If you have not received your refund:
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Please check your bank account again.
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Contact your payment provider or credit card company, as processing times may vary.
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If you have done all of this and still have not received your refund, please contact us at return@aromatiqueatelier.com.