Return and Exchange FAQ
Return and Exchange
1. I have allergic reaction to the product. What should I do?
- If you've experienced an allergic reaction to one of our products, please get in touch with our Customer Service Team.
In your message to our Customer Service Team, please include:
- Your order number
- The full name of the product that caused an allergic reaction; and
- A detailed description of the symptoms experienced - Our Customer Service Team may also ask for:
- A full view photo of your store receipt (if applicable);
- Photos of the product; and
- Photos of the affected area - Since different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.
2. Do I have to pay for return postage?
If you are returning an item to us for an exchange then the cost of returning the item to us is your responsibility. If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item(s) free of charge.
3. How long does it take for me to get a refund?
Your payment for the goods will be refunded by Aromatic Global as soon as possible by the original or agreed payment method. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
4. What happens if I receive a wrong/ damaged / defective product?
Please inspect your products for any damage or defects upon shipment arrival. Should there be a product damage / defect, please contact us immediately at helpdesk@onesixth.biz. Please provide below details for quicker reply
- the order number
- clear photos of the products
- your phone number.
- To ensure prompt resolution, please keep the original shipping package and the damaged / defective product for inspection. Upon acknowledgement and confirmation from our end, we will provide you instructions for returning the damaged / defective product to us at our expense, and any replacement for a damaged or defective product will be shipped to you free of charge.
Send your item to: 190 Woodlands Industrial Park E5 #06-10 Woodlands Bizhub Singapore 757516
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange.
4. Can I exchange my purchases?
Currently we do not offer product exchange. We only replace items if they are defective or damaged. If you need to exchange it for the different item, please inform us via email us at helpdesk@onesixth.biz
5. How Do I Refund and Return My Purchases?
Aromatic Global will offer a refund on unopened items returned to us within 14 days of receipt provided they are in their original resalable condition. Simply return the item(s) to Aromatic Global in their original condition within 14 days of receipt following our returns procedure.
To return any items to Aromatic Global, please, follow these steps:
1) Inform Aromatic Global of the Return
To start a return, you can email helpdesk@onesixth.bizwith the subject 'Returns' and include your order number, your name, picture of the product and the reason for the return.
2) Return Items
If your return is accepted, we’ll contact you and inform you on how and where to send your package. Please ensure the items is wrap securely in the same or similar protective packaging in which you received them.
3) Inspection and Refund
All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, no later than 14 working days after we have received the goods.
Non-Returnable Items
Sales items or Samples cannot be returned.
Please note that delivery charges or gift wrapping services are not refunded. If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.
Aromatic Global reserves the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees and refuse returns if a customer is repeatedly found to be buying and returning goods. Each return is assessed on an individual basis taking the customer history into consideration.
WITHOUT EXCEPTION WE WILL NOT ACCEPT RETURNS ON OPENED OR USED ITEMS.
Damaged or Wrong Items
We recommend that you inspect your entire order upon delivery. If an item arrives damaged or in error, please, contact our customer service team as soon as possible by email at helpdesk@onesixth.biz Damages, defects, missing items or any errors not reported within 14 working days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered to you free of charge. You will be asked to return the damaged or wrong item in its original packaging if possible.