Deliveries and returns

ARÔMS NATUR currently handles deliveries via the courier service Correos Express. Deliveries are made throughout mainland Spain, the Balearic Islands and the Canary Islands. Each parcel is packed under optimal conditions to ensure its protection, using padded materials that guarantee the order arrives intact. Customers may specify a preferred delivery time, which ARÔMS NATUR will pass on to the courier service.
Once ARÔMS NATUR confirms that the product is available, dispatch will take place within 2–3 working days of payment being received. The Customer will receive the order within 2–3 working days from the time the parcel leaves the ARÔMS NATUR premises. Saturdays, Sundays and public holidays are considered non-working days.
The Customer must check their address carefully, as if there is an error and delivery cannot be made, they will be liable for the shipping and return costs. If delivery cannot be made and the order remains at the carrier’s office for 15 days without being claimed by the Customer, the parcel will be returned to ARÔMS NATUR’s premises. In that case, the Customer will have to pay the cost of the new shipment.

Free delivery on orders over €38

ARÔMS NATUR will not charge for delivery provided that the order is within Spain and totals more than €38 (Mainland Spain, the Balearic Islands and the Canary Islands), with the exception of the autonomous cities of Ceuta and Melilla. For information on delivery charges to Ceuta and Melilla, please contact [email protected]

Deliveries to other EU countries and the rest of the world

In the case of an intra-Community purchase, the Customer must contact ARÔMS NATUR so that the company can provide a personalised quote for delivery costs, based on the size of the order and the destination country. The Customer may always choose to arrange for their own transport company to collect the order at no extra cost. If the destination country is Portugal, ARÔMS NATUR will provide the Customer with the contact details of its representative in that country.

If the purchase originates from a country outside the European Union, ARÔMS NATUR reserves the right to refuse the transaction. Customers may always obtain further information regarding the feasibility of the purchase and delivery by writing to [email protected].

When are orders shipped?

Deliveries will take between 2 and 6 days.

ARÔMS NATUR ships orders from Monday to Friday. Orders placed between Friday afternoon and Sunday will be shipped within the following two working days. ARÔMS NATUR does not ship orders on public holidays or non-working days. Working days exclude Saturdays, Sundays and public holidays. Deliveries will mostly be made from Monday to Friday.

For orders shipped via Correos Express within mainland Spain and the Balearic Islands… The Customer must verify that the delivery address provided in the form is correct. If the shipment has been delivered but the Customer does not have it, the responsibility lies with the Customer.

ARÔMS NATUR shall not be held responsible for delays in order deliveries or the impossibility of carrying them out due to force majeure, and therefore beyond the control of ARÔMS NATUR. Among other causes, force majeure shall be deemed to exist in the following cases, but not limited to: accidents, strikes, riots, threats or terrorist attacks, fire or explosion, weather conditions or natural disasters such as storms, floods, earthquakes, collapse; epidemics, and issues beyond ARÔMS NATUR related to transport or telecommunications systems. To the extent possible, once the cause of impossibility or delay has ended, ARÔMS NATUR will make every effort to resume its commercial activities and to fulfil its obligations and shipments.

Please note that orders will be shipped according to product stock availability. If one of the ordered items is out of stock, ARÔMS NATUR undertakes to contact the Customer as soon as possible (from the date the order was placed) to inform them of the timeframe in which the item or items can be shipped. If the Customer does not wish to wait, they may request a refund of the amount paid for that item.

The Customer undertakes to ensure that they or another designated person is present at the indicated address to receive the parcel. If the Customer is not available on the first attempt, the courier will try several times. If the order still cannot be delivered, it will be returned to origin, with the corresponding refund of the payment made minus the shipping or return costs of the goods, which will be borne by the Customer.

Order cancellation and returns

The Customer may cancel, without any charge and without providing any reason, the order of any product, provided that it has not been shipped. The Customer should bear in mind that orders are usually dispatched a few hours after purchase.

To proceed with the cancellation, the Customer must contact ARÔMS NATUR by calling 902 99 87 52 or by sending an email to [email protected].

If the order is no longer at ARÔMS NATUR’s facilities, it can no longer be cancelled. However, the Customer may return the order once it has been received, in accordance with the following return conditions.

Returns and exchanges

The Customer has a period of 14 calendar days from the date of receipt of the order to exercise the right of withdrawal, return or exchange, except for products made according to the Customer’s specifications or clearly personalised and/or sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery. Therefore, the right of withdrawal, return or exchange shall not apply to such products.

If a product arrives defective or damaged, the Customer must submit a claim for that product within 24 hours following receipt of the order and must always return the faulty product to ARÔMS NATUR’s facilities (at no cost to the Customer). For its part, ARÔMS NATUR will replace it with the same product.

When a Customer returns a product, ARÔMS NATUR always carries out an inspection of it. If, according to subsequent analyses, ARÔMS NATUR determines that the product is not defective, the costs of returning the product to ARÔMS NATUR’s facilities and its subsequent shipment back to the Customer’s address must be borne by the Customer.

In this regard, in order to exercise the right of withdrawal, return or exchange of the purchased product, the following conditions must be met:

• The product must be in perfect condition and in its original packaging. It must not have been opened, unsealed or used.
• The product must be returned in the same condition in which it was received, with its original packaging intact.
• The return can be made by sending the product via registered post to the address that will be shown during the exchange process, or that ARÔMS NATUR includes in the original shipment. The Customer must bear the shipping costs of the product.
• If the Customer exercises their right of withdrawal, they must also send the withdrawal form duly completed and signed. This document can be requested by sending an email to [email protected].

Withdrawal

In relation to those orders that do not contain products made according to the Customer’s specifications or clearly personalised and/or sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery, the Customer has the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day on which the Customer, or a third party indicated by them, other than the carrier, acquired physical possession of the product.

To exercise the right of withdrawal, the Customer must notify their decision to withdraw from the contract through an unequivocal statement (for example, a letter sent by post, by telephone or by email), either by sending it to the registered address of ARÔMS NATUR, calle Sector Avinganya, 2, 25180, Alcarràs (Lleida), Spain. The Customer may also contact ARÔMS NATUR by calling 902 99 87 52 or by sending an email to [email protected].

To meet the withdrawal deadline, it is sufficient for the communication concerning the exercise of the right of withdrawal to be sent before the relevant deadline expires.

Consequences of withdrawal:

In the event of withdrawal by the Customer, ARÔMS NATUR shall refund all payments received for the purchase, including delivery costs (with the exception of the return shipping costs resulting from the Customer’s choice of a delivery method other than the least expensive standard delivery option offered by ARÔMS NATUR), without undue delay and, in any event, no later than within 14 calendar days from the date on which we are informed of the decision to withdraw from this contract. ARÔMS NATUR will carry out such reimbursement using the same payment method used by the Customer for the initial transaction, unless the Customer has expressly provided otherwise. In any case, the Customer will not incur any fees as a result of the reimbursement.

Notwithstanding the above, ARÔMS NATUR may withhold the reimbursement until it has received the Products, or until the Customer has provided proof of their return, whichever condition is met first.

The Customer must return or hand over the goods directly to the registered address of ARÔMS NATUR, calle Sector Avinganya, 2, 25180 Alcarràs (Lleida), Spain, without undue delay and, in any case, no later than within 14 calendar days from the date on which the Customer communicates their decision to withdraw from the contract. The deadline shall be deemed met if the goods are returned before the expiry of that period.

The Customer must bear the direct cost of returning the product, understood as the costs of returning the product to ARÔMS NATUR’s facilities.

The Customer shall only be liable for any diminished value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the purchased Products.

Return

If the purchased product presents any manufacturing or quality defect, or in the event of loss of the products by the transport company, the Customer may request its return and/or replacement within 14 calendar days following receipt of the product. In such case, ARÔMS NATUR will arrange the collection of the defective or missing product and will send an identical product at no additional cost to the Customer.

Exchange

The Customer may request a product exchange provided that it does not concern orders including products made according to the Customer’s specifications or clearly personalised and/or sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery. The Customer must contact ARÔMS NATUR within 14 calendar days following receipt of the product. Shipping and collection costs in the case of an exchange shall be borne by the Customer. ARÔMS NATUR will not accept, under any circumstances, shipments sent carriage forward.

After-sales service

ARÔMS NATUR has a Customer Service Department at the email address [email protected]