Refund policy
Should you wish to abandon your purchase after receiving a product, you can return it to us at your own expense within 14 days, provided the product is unused and in new condition.
Customers may evaluate an Aemster diffuser as they would in a store, unpacking it, examining it, and turning it on. Adding or using scent oil in the diffuser is not part of this evaluation and will be considered as product usage, making it ineligible for return.
If the packaging/seal of the scent oil has been opened and the product does not meet your expectations, such as the smell of the scent oil, you will be responsible for its depreciation. Therefore, pay extra attention when placing an order.
The condition of the return is that you inform us of the return within 14 days of receipt. You will then have 14 days to return it. Please inform us here hello@aemster.com, request a return form and return the product(s) to:
Aemster
T.a.v. Customer service Aemster
Uilenstede 475
1183 AG Amstelveen
Tel. +31(0)85-1308491
The Netherlands
Please note: it is important to include the following details with the return:
- Name
- Address
- Telephone number
- E-mail address
- Ordered on / received on
- Order number
- Return date
- Reason for return
For safe return shipping, we recommend packing the products well and sending them in a sturdy outer box. This will prevent any damage in transit. Aemster unfortunately cannot accept liability for packages damaged or lost in transit to us.
Wrong delivery
If you have received (a) product(s) that you had not ordered, please leave the packaging intact. An unwanted product that is used anyway or whose original Aemster seal (sealing), lid or cap has been opened is considered to have been accepted by the customer. The opened product can no longer be returned or exchanged. Please contact us via hello@aemster.com and we will ensure that you receive the correct product.
Exchange
Would you prefer a different product to the one you ordered? Then return the product, according to the previous conditions. We will refund your purchase price, after which you can order the correct item yourself.
Return of bundles
If you have ordered a bundle consisting of several separate products, you must return the entire bundle. Only then can we process the return shipment and refund the full purchase price.
Right to cancel
You have the right to withdraw from the contract without giving reasons within a period of 14 days. The withdrawal period expires 14 days from the day on which you or a third party designated by you, other than the carrier, takes physical possession of the goods.
To exercise the right to cancel, you must inform us (Aemster, Uilenstede 475, 1183 AG Amstelveen, The Netherlands, hello@aemster.com, phone number: + 31 85 130 8491) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –
(a) 30 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 30 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 30 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Credit
Once the package is received back in good order, the purchase amount - minus the shipping costs - will be credited. Crediting will take place within 14 days of receipt of the return shipment. Please keep the proof of posting - with track and trace - until the purchase amount has been credited.