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1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if: 

(a) we receive the returned product within 14 days following the date of dispatch of the product to you;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to NEW AROMA UK Ltd, 20 Balfour, Tamworth, Staffordshire, B79 7BH.

3.3 You will be responsible for paying postage costs associated with returns under this policy.

3.4 You must ensure that the returned product is posted in suitable secure packaging that allows appropriate protection against damage of the product, as we can not accept liability for returned goods lost or damaged in transit.

3.5 When returning goods to us, please make sure that you write your order number on the address label of your package.

4. Exclusions

4.1 The following types of product may not be returned under this policy: 

(a) opened and used aroma oils;

(b) opened and used diffusers;

(c) any product made to your specification;

(d) any product made to order;

(e) any product personalised or adapted for you; or

(f) gift vouchers.


5. Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original delivery charges relating to the returned product.

5.3 We will not refund to you any costs you incur in returning the product to us.

5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.


6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product: 

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may dispose of the returned product in our sole discretion without any liability to you.

7. Our details

7.1 This website is owned and operated by NEW AROMA UK Ltd

7.2 Our principal place of business is at 20 Balfour, Tamworth, Staffordshire, B79 7BH, UK.

7.3 You can contact us:

(a) by post, to the postal address given above;

(b) using our website contact form;

(c) by telephone, on the contact number published on our website; or

(d) by email, using the email address published on our website.


8. Goods damaged in transit

8.1 If any of your goods have been damaged in transit, please contact us immediately, providing photographic evidence via within 7 days of receipt. If, on receipt, we conclude that the damage was caused in transit, we will replace the item for you free of charge.

9. Faulty products

9.1 In the unlikely event of the fault with your product, contact us immediately at for return reference and then return item to us for investigation at the above address. Retain your proof of postage so that we can refund you. If the product is deemed faulty, this is to be decided after investigation at sole discretion of the company, and can not be repaired, we will replace the product for you or, if you prefer, refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you at checkout.

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