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Refund and Returns Policy – Yunxi Aroma

Refund and Returns Policy

Thank you for shopping with us. To ensure a satisfactory shopping experience, please read our Return and Exchange Policy carefully before placing an order.

1. Eligibility for Returns/Exchanges

You may request a return or exchange within 14 days​ of receiving your item, provided it meets all of the following conditions:

  • Item Condition:​ The item must be in its original, new, unused, and undamaged condition, with all original packaging, tags, certificates, and accessories intact.
  • Proof of Purchase:​ A valid order number or proof of purchase is required.
  • Special Considerations:
    • Bracelets:​ Due to their energetic and personalized nature, bracelets that have been resized (shortened or lengthened) according to your request cannot be returned or exchanged unless defective.
    • Essence Oil Products:​ For hygiene and safety reasons, all essence oil products (e.g., rollers, spray) with broken seals are FINAL SALE and cannot be returned or exchanged.​ Returns are only accepted for items in their original, unopened, and sealed packaging, or that are having quality issues (e.g., Expired /damaged already when shipped to you).

We Cannot Accept Returns or Exchanges for:

  • Items requested after the 14-day return period.
  • Items that have been used, damaged, altered, or are missing parts or accessories.
  • Returns based on personal preference (e.g., personal scent preference for products, minor monitor color variations for crystals).
  • Custom-made, personalized, or items clearly marked as “Final Sale / Clearance.”

2. Return/Exchange Process

Please follow these steps to ensure your request is processed promptly:

  1. Contact Customer Service:​ Initiate a return/exchange request within the eligible period by contacting us via support@yunxiaroma.com / Website Contact Form / Live Chat]. Please provide your Order Number, the Product Name​ you wish to return, and the Reason​ for the return (please include clear photos or a video of the issue).
  2. Request Review & Authorization:​ Our team will review your request within 2-3 business days​ and notify you of the result via email. If approved, you will receive instructions along with a Return Merchandise Authorization (RMA) number​ and a designated return address. Please do not ship the item back without this authorization.
  3. Ship the Item Back:
    • Ship the item using a trackable shipping service to the address we provide.
    • The customer is responsible for the cost of return shipping, unless the return is due to our error (see Section 5).
    • We highly recommend insuring your return shipment. We are not responsible for items lost or damaged in return transit.
  4. Inspection & Processing:​ Once we receive your return, our warehouse will inspect the item (typically within 3-5 business days).
    • If Approved:​ We will process your refund to the original payment method or ship your exchange item. The refund will be for the item’s price (original shipping costs are non-refundable). After processing, please allow 5-10 business days for the refund to appear in your account, depending on your financial institution.
    • If Not Approved:​ We will notify you via email. The item may be shipped back to you at your expense or disposed of as requested.

3. Refunds

  • Refund Method:​ Refunds will be issued to the original payment method used for the purchase.
  • Refund Amount:​ The refund will be for the purchase price of the item. Original shipping and handling fees are non-refundable, unless the return is due to our error.
  • Return Shipping Costs:​ Return shipping costs are the customer’s responsibility for returns/exchanges based on personal preference or change of mind. If the return is a result of our error (wrong item, defective item), we will cover the return shipping cost via a pre-paid label or reimbursement.

4. Exchanges

  • The process for an exchange follows the same steps as a return (Section 2).
  • Once the returned item is inspected and approved, we will ship the replacement item.
  • If you wish to exchange for a different item, it may be processed as a “return” followed by a new purchase. Please discuss this option with our customer service team.

5. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect upon delivery:

  1. Please contact us within 48 hours​ of delivery via email, providing your Order Number​ and clear photos/video​ showing the issue.
  2. Upon verification, we will cover all costs associated with the return and arrange for a free replacement​ or a full refund (including original shipping charges).

6. International Returns (Important)

As a cross-border store, please be aware of the following:

  • You are responsible for any return shipping costs, customs duties, or taxes incurred when sending the package back to us.
  • Please mark the package as “Returned Goods”​ on the customs form to help avoid additional import duties on our end. We are not responsible for return packages held by customs.

7. Contact Us

If you have any questions about this policy or the return process, please contact us:

  • Email:​ support@yunxiaroma.com
  • Contact Form​
  • Business Hours:​ Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)

Disclaimer:​ This policy applies to purchases made directly through our official website. We reserve the right to modify or interpret this policy within the limits of applicable laws.