REFUND POLICY

Thank you for choosing masqueyaroma.com.
We are committed to providing you with high-quality aromatherapy products and a pleasant shopping experience. If you are not satisfied with any product in your order, we will provide a simple and fair return and exchange service.

🌸 1. Return Terms
To ensure product safety and hygiene, we only accept returns that meet the following conditions:
Application Deadline:
You must submit a return or exchange request within 30 days of receiving the product.
Product Condition:
The product must be unused, unburned, unsprayed, and undamaged;
The original packaging, labels, and accessories must be intact;
If it is a gift box or set, the entire set must be returned.
Receipt:
Please provide your order number, invoice, or electronic receipt for verification when returning.
⚠️ If the product is unsalable due to wear and tear, aroma change, damage, or packaging damage, we will not be able to accept returns.

🕯️ 2. Non-Returnable Items
For safety and hygiene reasons, the following items are not returnable:
Opened or used aromatherapy liquids and perfume sprays;
Lit scented candles;
Special sale or clearance items;
Gift cards, e-cards, and other virtual items;
If the item has quality issues or is damaged during shipping, please contact us within 7 days of receipt and we will arrange a replacement or refund.

📦 3. Return Process
Please submit a return request via email or the "Contact Us" page on our website, specifying the following information:
Order number
Reason for return
Product name and quantity
Photo of the package (if the item is damaged)
Obtain a Return Merchandise Authorization (RMA) number
After customer service confirms the return, we will provide you with a Return Merchandise Authorization (RMA) number and return address.
Please be sure to mark the return number on the package for expedited processing.

Return Fees
We will cover the shipping costs for returns due to product quality or incorrect shipment.
If the returned item is for personal reasons (such as a flavor change or dislike), the return shipping costs are the buyer's responsibility.

💳 IV. Refund Instructions
We will process refunds within 5–10 business days after receiving and inspecting the returned item.
Refunds will be issued via the original payment method (e.g., credit card, PayPal, etc.).
Bank processing times may vary; please refer to the card-issuing bank or payment platform's policies.
If the returned item is not eligible for a return, we will notify you and offer the option of reshipping (postage is the buyer's responsibility).

🌍 V. International Order Return Policy
We welcome orders from customers worldwide and support international returns and exchanges. However, please note the following:
For international returns, the customer is responsible for return shipping costs and any applicable customs clearance or import duties.
Due to the lengthy shipping time, please confirm the return process with customer service in advance.
If the item was damaged during shipping, please provide photographic evidence within 7 days of receipt for claims processing.

🔒 VI. Product Damage and Wrong Shipment
If the product you received has any of the following issues, we apologize and will promptly address the issue:
Damage or leakage during transportation;
The product you received does not match your order (wrong model, quantity, or fragrance).
Please provide the following information to our customer service email within 7 days of receiving your package:
Order number
Photos of the damaged or wrong product
Contact information
After confirmation, we will arrange the following based on your needs:
✅ Free replacement product
✅ Full refund