RETURNS & REFUND POLICY

1. GENERAL POLICY

We want you to be satisfied with your purchase. If you are not fully satisfied, you may request a return under the conditions outlined below.

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2. RIGHT OF WITHDRAWAL (EU CUSTOMERS)

If you are a consumer located in the European Union, you have the right to return your order within 14 days of delivery, without providing a reason.

To be eligible for a return:

• the product must be unused
• in original packaging
• complete with all accessories

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3. NON-RETURNABLE PRODUCTS

Due to hygiene and product integrity reasons, the following products cannot be returned, refunded, or exchanged once opened or used:

• fragrance bottles (all sizes)
• fragrance oils
• refill containers
• any sealed scent-related product

Once a fragrance product is opened, we can no longer guarantee its quality, storage conditions, or safety. Therefore, all opened fragrance sales are final.

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4. RETURNS FOR DIFFUSERS (DEVICES)

Diffusers may be returned if:

• they are unused
• in original condition
• in original packaging
• include all accessories

If a diffuser has been used:

• we may apply a partial refund based on its condition
• or refuse the return if it cannot be resold

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5. DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives:

• damaged
• defective
• leaking
• incorrect

please contact us within 48 hours of delivery at:

👉 office@imkeraroma.com

Include:

• order number
• photos of the product and packaging
• description of the issue

If confirmed, we will offer:

• replacement
• or refund

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6. RETURN SHIPPING

• If the return is due to customer decision, the customer pays shipping
• If the return is due to our error or defective product, we cover shipping

⚠️ Returns sent without prior approval will NOT be accepted.

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7. RETURN PROCESS

To start a return:

1. Email us at office@imkeraroma.com
2. Provide:
   • order number
   • reason for return
   • photos (if needed)
3. Wait for confirmation and instructions

Do NOT send products without approval.

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8. REFUNDS

After we receive and inspect the product:

• refunds are processed within 5–10 business days
• issued to original payment method

We may reduce the refund if:

• product shows signs of use
• packaging is damaged
• accessories are missing

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9. ORDER CANCELLATIONS

• Orders can be canceled before shipment (free of charge)
• After shipping, cancellation is not possible
• You must follow the return process after delivery

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10. WARRANTY (DIFFUSERS)

Diffusers benefit from:

• 24 months warranty (EU individuals)
• 12 months (business customers)

Warranty covers:

• manufacturing defects
• functional issues

Warranty does NOT cover:

• misuse
• drops or shocks
• liquid damage
• improper charging
• unauthorized repairs

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11. ABUSE OF POLICY

We reserve the right to:

• refuse returns
• limit refunds
• block future orders

in cases of:

• repeated returns
• misuse
• suspicious behavior

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12. CONTACT

📧 Email: office@imkeraroma.com
📍 Return address:
Str. Ostroveni nr. 128
Râmnicu Vâlcea, România
240042