Terms & Conditions

Your Order

 

Orders and Contract

Your order for goods is accepted and a contract is formed between Aromachology Studios and you when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Aromachology Studios, nor at the point in time that you receive an email from us acknowledging receipt of your order. Until the goods are despatched, the order may not be accepted by Aromachology Studios, or may be cancelled by you. For security reasons we may restrict the volumes of certain items to be sold in any one transaction. Following formation of the contract, Aromachology Studios shall continue to own any goods ordered until it has received payment in full from you, even though the goods may have already been delivered to you. Purchases from Aromachology Studios will be charged the day the goods are purchased/despatched.

 

Cancelling Your Order

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items such as reed diffusers/diffuser oils/bath oil/body oil/pulse point roller products where the seal has been broken, candles where the wick has been lit, or wax melts with used/missing quantities. You must inform us of your wish to cancel in writing either by email or letter within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See RETURNS section for details of how to return goods to us.

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We cannot accept substitute or alternative items by way of returns, so please look closely at the items you return to us. We may send items back to you at our discretion. If you return or attempt to return substitute or alternative items, you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of no less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds. Accepting returned goods and/or crediting an account does not constitute a waiver of our right to charge an investigation fee. For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. For details of how to return goods can be found in the RETURNS section. 

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Delivery Terms:

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Delivery and charges

Our standard courier delivery charge to home is £3.95 per order. These delivery charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given. We do not deliver outside mainland UK and Northern Ireland, this includes to BFPO addresses. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order. Free delivery is offered on orders over £75 regardless of the address within mainland Uk and Northern Ireland. Our Local delivery charge to home is £1.95 and is limited to N21, N14 and N13 postcodes.

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Collection

Free collection is offered at checkout, for which you must bring proof of purchase, a form of photo identification such as drivers license/passport, and the correct payment method used ie the original card used at checkout.

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Returns​

 

If you want to cancel/return your order you must do so within 14 days. The 14 days will start from the day after the items were delivered to your home address. You may return most items in a new and unused condition and wherever possible in the original packaging. If items have been opened or used then we will be unable to issue a refund. Aromachology Studios is not liable for the cost of the return unless the product is proven to be faulty.

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To return an item, simply package it safely and securely to ensure damage does not occur, then start your return process via chosen delivery service. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. We cannot accept substitute or alternative items by way of returns, so please look closely at the items you return to us. If you return items to us that have been opened or used, or are substitute items, then you will still be responsible for payment of the original purchased items. Should you return opened, used, or substitute items Aromachology Studios will not be responsible for cost of re-delivery to your home address. If the item/s are returned outside of the time period provided above, Aromachology Studios may refuse the return and issue no refund.

 

Complaints

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Aromachology Studios will always aim to provide high quality goods and to provide a high standard of customer care. but recognise however that sometimes things might go wrong and as such, it is important that you can raise any issues or complaints with us. 

 

How to Make a Complaint

If you would like to make a complaint, you can do so via any of the following methods:

Telephone: You can complain via telephone on: 07983761108

Email: You can complain via email to: info@aromachologystudios.com

Letter: You can complain via letter by sending this to:

 

Aromachology Studios

25 Sherbrook Gardens

Winchmore Hill

London

N21 2NX

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Information

Please include the following information in your complaint:

• Your full name

• Your contact details (telephone and email)

• The fact that you are raising a complaint. If sending an email please use the word complaint as the subject before sending.

• Any dates and times which are relevant to your complaint

• The type of services that have been provided to you

• Any order or reference numbers provided to you

• A key summary of the problem or problems you have experienced and why the services were not satisfactory.

 

What to Expect

Complaints will be received and progressed during business working hours which are:

Monday to Saturday 9am to 5pm

 

Acknowledgement

Acknowledge your complaint will occur within 2 business days of receipt of it.

 

Investigation

A thorough investigation will be conducted into your complaint. Aromachology Studios may need to contact you in order to obtain further details during the investigation process.

 

Response

Ordinarily, a full response will be provided within 14 business days of receipt of your complaint. Sometimes, investigation may take longer. If this is the case you will be contacted and informed, and regular updates will be provided to you thereafter. 

 

Your full complaint, or parts of your complaint may be upheld. If this is the case, Aromachology Studios will aim to offer a satisfactory solution to you, which may include:

• A full refund

• A partial refund

• Credit or vouchers

• A discount code for future goods and services

• Replacement goods

• Provision of the services again

 

The solution offered is judged as the most appropriate in the circumstances. The above examples are the usual solutions which may be offered, although there may be occasions where offer of a different solution is appropriate.

 

If your complaint is not upheld, Aromachology Studios will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally (see below).

 

Regulator

Aromachology Studios goods are regulated by The Office for Product Safety and Standards

Details about the regulatory body can be found here: https://search.cosmetic-product-notifications.service.gov.uk/

You have the option of contacting the regulatory body in relation to a complaint about required standards should you deem this appropriate.

 

Legal Claims

Aromachology Studios would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved via any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you. Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.

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Reviews & Ratings

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These Terms of Use govern your conduct associated with the Customer Ratings and Review service offered by Aromachology Studios (the "CRR Service").

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By submitting any content to Aromachology Studios, you represent and warrant that:

You are the sole author and have not copied the content from any third party;

All content that you post is accurate;

Use of the content you supply does not violate these Terms of Use and will not cause injury or stress to any person or entity.

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You further agree and warrant that you shall not submit any content:

That is known by you to be false, inaccurate or misleading;

That infringes any third party's copyright, trademark, or privacy;

That is, or may reasonably be considered to be, defamatory, racially or religiously biased or offensive, contains obscene language, or is threatening or harassing to any individual, partnership or corporation;

That includes any information that references other websites, addresses, email addresses, contact information or phone numbers; or

That contains any computer viruses, worms or other potentially damaging computer programs or files.

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For any content that you submit, you grant Aromachology Studios a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

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All content that you submit may be used at our sole discretion. We reserve the right to change, condense or delete any content on our websites that we deem, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. We do not guarantee that you will have any recourse through Aromachology Studios to edit or delete any content you have submitted.​

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By submitting ratings and reviews to Google reviews, you agree that Aromachology Studios may use these submissions at our discretion and we reserve the right to amend or condense any submissions for use on our website.

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Ratings and written comments are generally posted within two to four business days. However, we reserve the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not Aromachology Studios, are responsible for the contents of your submission.

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None of the content that you submit shall be subject to any obligation of confidence on the part of Aromachology Studios, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

By submitting your email address in connection with your rating and review, you agree that Aromachology Studios and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.