Returns & refunds policy

Right of withdrawal

Online Withdrawal Function

Consumers may exercise their statutory right of withdrawal during the withdrawal period by using the "Request Return" button available on the order status page (accessible through the order confirmation email) or through their customer account on an AEMSTER website.

The online withdrawal function allows consumers to submit their withdrawal request electronically in a simple and accessible manner.

Upon receipt of a withdrawal request, AEMSTER will promptly send a confirmation of receipt, including the date and time at which the withdrawal request was received.

Consumer purchases only

The statutory right of withdrawal described in this policy applies exclusively to consumers, being natural persons acting for purposes outside their trade, business, craft or profession.

Orders placed by businesses, legal entities, sole proprietorships, partnerships, or individuals acting in the course of their trade, business, craft or profession are not eligible for the statutory right of withdrawal, unless otherwise agreed in writing by Aemster.

Exercising your right of withdrawal

You have the right to withdraw from your purchase without giving any reason within 14 days.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), takes physical possession of the goods.

To exercise your right of withdrawal, you may use the withdrawal function available on our website or contact us via:

Aemster
Uilenstede 475
1183 AG Amstelveen
The Netherlands

Email: hello@aemster.com
Phone: +31 (0)85 130 8491

To meet the withdrawal deadline, it is sufficient that you communicate your decision to withdraw before the 14-day withdrawal period has expired.

Upon receipt of your withdrawal request, Aemster will send you a confirmation of receipt, including the date and time of withdrawal, and provide a return shipping label.

Returning your order

After notifying us of your withdrawal, you must return the goods within 14 days.

Please return the goods to:

Aemster
Attn. Customer Service
Uilenstede 475
1183 AG Amstelveen
The Netherlands

To help us process your return efficiently, please include:

• Name
• Email address
• Order number
• Return date
• Reason for return (optional)

For safe transportation, we recommend packing the products carefully in a sturdy outer box. Aemster cannot be held liable for returns that are lost or damaged during transport to our warehouse.

Product inspection and diminished value

Consumers may inspect and evaluate products as they would in a physical store in order to establish their nature, characteristics and functioning.

Customers may evaluate an Aemster diffuser by unpacking it, examining it and turning it on.

Adding scent oil to the diffuser may result in diminished value if the product can no longer be sold as new. Aemster reserves the right to deduct a reasonable amount for such diminished value from the refund.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Sealed fragrance oils

For sealed fragrance oils supplied in sealed packaging, the right of withdrawal may no longer apply once the seal has been broken, where permitted by applicable consumer law.

Incorrect deliveries

If you receive a product that you did not order, please contact us immediately via hello@aemster.com and leave the product unopened and unused.

Aemster will arrange the return shipment and ensure that the correct product is delivered as soon as possible.

Bundles

If you have purchased a bundle consisting of multiple products, the complete bundle must be returned in order to qualify for a full refund.

Return shipping costs

Aemster provides a return shipping label after registration of the withdrawal request.

The cost of the return label will be deducted from the refund amount as follows:

• Returns from European countries: €8.95

These costs represent the direct cost of returning the goods.

If Aemster has delivered an incorrect product, a defective product, or otherwise made an error in fulfilling the order, Aemster will provide a return shipping label at its own expense. In such cases, no return shipping costs will be deducted from the refund amount.

Refunds

If you withdraw from this contract, Aemster will reimburse all payments received from you without undue delay and no later than 14 days after:

• receiving the returned goods; or
• receiving proof that the goods have been returned, whichever occurs first.

We will use the same payment method that was used for the original transaction unless expressly agreed otherwise.

Aemster may withhold reimbursement until the returned goods have been received or until proof of return shipment has been provided, whichever occurs first.

Any deductions for return shipping costs and/or diminished value will be clearly specified in the refund confirmation.

Last updated: 21 June 2026