1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European Union Consumer Rights directives, customers residing in European jurisdictions possess the statutory right to withdraw from their purchase and cancel an order without providing any reason within fourteen (14) calendar days following physical receipt of the delivery.
- Eligibility Criteria: To qualify for a voluntary return under the statutory withdrawal period, items must remain unused, un-opened, undamaged, and intact within original packaging.
- European Return Address: Approved returns must be dispatched to our designated European intake facility at: Av. Casa Blanca 1440, Residencial San Cristóbal, San Nicolás de los Garza, Nuevo León
- Return Process: Prior to dispatching any return, customers must notify support via reed@aromavellum.com to obtain a formal return authorization and instructions. Return postal costs under standard exercise of withdrawal rights are borne by the customer, unless otherwise agreed.
2. Damaged, Defective, or Non-Conforming Items
If an order arrives with physical transit damage or product defects, www.aromavellum.com provides a simplified, customer-oriented resolution framework:
- Notification & Evidence: Customers should contact customer support at reed@aromavellum.com upon receiving damaged goods, providing the order reference number and clear photographic evidence illustrating the affected item.
- Simplified Resolution: Upon verification of submitted photographic evidence, www.aromavellum.com will issue a full refund or dispatch a free replacement shipment.
- No Physical Return Required: Customers are not required to return damaged or defective physical merchandise, eliminating unnecessary cross-border shipping friction.
3. Extended Transit & Non-Delivery Resolution
Orders destined for European customers are dispatched via priority carrier networks (including DHL Priority, FedEx Priority, and UPS Priority Services), with standard transit timelines ranging from six (6) to nine (9) working days. Automated tracking notifications are sent to the customer’s registered email address at key fulfillment milestones, including order dispatch, transit hub processing, and local delivery routing.
- Investigation Protocol: If an order exceeds standard transit timelines, customers may contact reed@aromavellum.com to initiate a formal enquiry. We will conduct a joint trace investigation with the designated logistics carrier (DHL, FedEx, or UPS).
- Remedial Options: Following investigation findings, www.aromavellum.com will arrange either a full order refund or dispatch a replacement shipment based on individual shipment circumstances.
4. Refund Processing & Payment Reversal
- Original Payment Method: All approved refunds are processed directly back to the original method of payment used at checkout, including Visa, Mastercard, American Express, as well as digital wallets such as Apple Pay and Google Pay.
- Processing Timelines: Once a refund is authorized, credit instructions are issued immediately to financial networks. Reversal credits typically reflect on bank or card provider statements within five (5) to ten (10) business days, depending on individual card issuer processing schedules.
5. Contact Information
For any questions regarding cancellations, returns, damage claims, or refund status, please contact our official support desk:
- Company: DEKANDELA, S.A. DE C.V.
- Registration Number: DEK230220TN8
- Email: reed@aromavellum.com
- Address: Av. Casa Blanca 1440, Residencial San Cristóbal, San Nicolás de los Garza, Nuevo León
- Phone: +52 8181902525