Cancellation, Replacement & Refund Policy
Last Updated: July 14, 2026
At SB Aroma, customer satisfaction and quality are at the heart of what we do. We inspect every shipment carefully to ensure your products arrive in pristine condition. Below is our straightforward policy on order cancellations, product replacements, and refunds.
1. Replacement Policy
We understand how disappointing it is to wait for a product and find it has been damaged in transit. If your order arrives with a damaged bottle (e.g. cracked glass or plastic), a broken spray nozzle, or any clear manufacturing defect, we will arrange a replacement at no extra charge.
Example Scenario
You order our signature SB Aroma Premium Diffuser Oil and it arrives with a cracked bottle cap resulting in minor leakage. You contact us the same day with a clear photo showing the damage. We will verify and dispatch a fresh replacement bottle to your address within 7–9 business days.
Eligibility Criteria:
- You must contact us on the same day the order is marked delivered.
- You must provide clear photos or a short unboxing video showing the damaged product.
- The damage must have occurred during delivery or be due to manufacturing errors (not damage caused after use or accidental drops).
2. Order Cancellation Policy
Orders can only be cancelled before they have been shipped. Once the shipment has left our facility and a tracking ID has been generated, the order cannot be cancelled or recalled.
Pro Tip: The sooner you contact us, the higher the chance we can cancel the order before logistics dispatch. Please contact our support team immediately after placing your order if you need to make changes.
3. Refund Policy
We currently do not offer refunds once a product has been purchased, except under the following rare circumstances:
- The product was never delivered to you due to courier errors.
- The wrong product was packaged and sent by our team.
- The product was damaged during shipping, but a replacement cannot be provided due to the product being out of stock.
In these specific cases, refunds will be approved and processed back to your original payment method within 5–7 business days.
4. Non-Returnable Items
Due to hygiene, safety, and the specialized formulation of fragrances, ambient scenting oils, concentrates, and customized private label products, we cannot accept returns on items once they have been opened, unsealed, or used.
5. How to Request a Replacement or Cancellation
To request a replacement, report damage, or cancel an order, please get in touch with our team as soon as possible. Please include:
- Your Order Number
- Reason for replacement/cancellation
- Clear photographs/videos of the issue (if reporting damage)
Email Support
info@sbaroma.comLandlines
079-26463196
079-26460745
079-26402272