Refund policy

We want you to love your experience with Bioaroma Crete. If something isn’t right, we’re here to make it right.

1. Returns & Right of Withdrawal (14-Day Policy)

As per EU and Greek law, you have the right to withdraw from your purchase within 14 calendar days from the date you receive your order.

Conditions for an Accepted Return:

  • You notify us within 14 days of receiving your item.
  • The product is unused, in its original packaging, and in resalable condition.

How to Initiate a Return:

  1. Email us at info@bioaromacrete.com with:
    • Your order number
    • The reason for return
    • Photos, if applicable
  2. Our team will confirm your eligibility and provide return instructions.
  3. Carefully package and send the product to the address provided.

Return Shipping Responsibility:

  • Our error (e.g., wrong or defective item): We cover all return shipping costs.
  • Customer decision (e.g., change of mind): You are responsible for return shipping.

2. Refunds

We issue refunds under the following conditions:

Eligible for Refund:

  • Returned items approved upon inspection.
  • Items that arrived damaged, incorrect, or defective, and reported within 14 days.
  • We are unable to fulfill your order due to stock or supplier issues.

In the case of damaged or incorrect items, you may choose between:

  • A replacement, or
  • A partial/full refund, depending on product availability and issue severity.

Not Eligible for Refund:

  • Opened or used personal care/beauty products
  • Customized or personalized items
  • Gift cards
  • Returns outside the 14-day window or in non-resalable condition
  • Orders returned due to delivery failure (e.g., incorrect address, no recipient)

Refund Process:

  • Refunds are processed to your original payment method (e.g., card, PayPal)
  • Please allow 5–7 business days after we receive and inspect your return
  • Additional time may be required by your bank or payment provider

3. Failed Deliveries & Reshipments

  • If your order is returned to us due to delivery failure (e.g., recipient not available, incorrect address):
    • A refund is not guaranteed
    • We offer a one-time free reshipment as a gesture of goodwill
    • Additional shipping fees may apply for further attempts

4. Order Cancellations

You may cancel your order within 12 hours of placement, provided it hasn’t shipped yet.

5. Gift Orders

  • Refunds are issued only to the original purchaser’s payment method
  • In some cases, we may offer store credit instead

6. Spa Treatment Bookings

  • Refunds available if cancelled at least 48 hours in advance
  • Rescheduling allowed up to 24 hours before your appointment

7. Need Help?

Our Customer Care Team is here to support you.
info@bioaromacrete.com

We aim to ensure every experience with Bioaroma Crete reflects the care, quality, and authenticity of our brand.