Refund policy

REFUND/RETURN

HOW DO I RETURN AN ITEM?
If you are unsatisfied with your purchase and wish to return an item, please contact us via email admin@honearoma.com within 5 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

WILL SHIPPING BE COVERED FOR MY RETURNS?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

If you require us to print a shipping label and arrange pickup from your address, the cost of the pickup and shipping label will be deducted from your refund amount. The cost is variable depending on size and weight of the package, to a maximum of $12 for Singapore and Malaysia addresses only.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE / INCORRECT / DAMAGED?
Please contact us within 5 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

WHAT IF I DAMAGED THE ITEM WHILE USING IT?
Do note that any damages found on the products are liable to up to 50% of product value.

CAN I RETURN OILS?
To ensure satisfaction, fragrance, or essential aroma oils may be returned within 5 days, depending on the usage. However, the customer is responsible for return shipping costs in the case of a refund request. The fragrance oils and essential aroma oils must not be opened or have a broken seal.

In the event that the seal is broken or oil has been used, a full refund will be up to the discretion of Hone Aroma. Generally, we refund any oil bottles with oil levels more than 90% full.

Any oil bottles less than 70% full, will not be entitled for a refund. 

HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

MONEY BACK GUARANTEE

CONDITIONS?
We provide 30 days money back guarantee for any unsatisfactory electric diffusers. The products within the scope of money back guarantee are: Pillar Scent Diffuser™, Pillar Scent Diffuser™ Lite, Capsule Car Diffuser™, Pillar Diffuser Mini™, Vantage Scent Diffuser™.

Money back guarantee will also be included for any aroma oils purchased within the same order the electric diffuser is purchased with. The aroma oils require to be at least 80% of volume, in untampered condition. The 30 days condition starts from date of shipment received at shipping address. If unable to determine the exact date shipment was signed over, the alternative date will be a maximum of 5 days after the date of fulfilment (ie: packing). Any damages found on the products are liable up to 30% of product value. 

All delivery and shipping fees must be arranged and paid for by the customer. Any damages during return shipment for money back guarantee will not be borne by Hone Aroma.

A 5% restocking fee (capped at $50) for all successful utilisation of money back guarantee for Pillar Scent Diffuser™, Pillar Scent Diffuser™ Lite, Capsule Car Diffuser™, Pillar Diffuser Mini™, Vantage Scent Diffuser™, Aroma Essential Oils, and any other product listed on our domain website: https://honearoma.com.

Money back guarantee is not applicable for products sold on Shopee, Lazada, Amazon, Tiktok, or other channels not stated. This is due to a Service Level Agreement with the respective sales channels.