Refund Policy

Refund

  • Product quality issues

If there are any quality issues with the aroma stone you purchased, please contact the us immediately and submit a refund request within 7 days of receiving the product.

Once the issue is confirmed, you can choose to exchange the same product or receive a full refund. 

Aroma stones are fragile, and we carefully check and cushion the packaging before shipping. Please check the product upon receipt of the package.

 

  • Color and detail issues
Aroma stones are made from a uniform mould, and only the varieties are different. The plumpness of the pet's face cannot be customized and can only be adjusted through color details.

Customization is based on coloring, and due to lighting during shooting and the quality of photos, color details can only be approximate and not a one-to-one replica.

Product photos will be sent for confirmation before shipment.
Products shipped after confirmation will be deemed approved by the customer and will not support after-sales service for color and detail issues.

 

  • Shipment issues

If the product is damaged or cannot be delivered due to shipment issues, please contact us within 3 days of receiving the product or confirming that it cannot be delivered to obtain a refund or exchange.

 

  • Unauthorized sales

If you purchase an aroma stone product from an unauthorized channel, we will not be responsible for any refunds or after-sales service.

 

  • Other issues

Please contact us if you discover that the wrong product was sent.

 

Redraw and Modification

  • If only the front-facing photo is provided, the left, right, chin and back-of-the-head portions will be painted according to the corresponding breed by default. No modifications will be available for the left, right, chin, and back-of-the-head portions.
  • Once our artist completes the drawing, our product manager will review the product. If it differs significantly from the picture, we will communicate with the artist and redraw it.
  • Once the painting is done, a photo of the finished product will be sent to customer for confirmation before shipping, there will be an opportunity for modifications before confirmation.
  • Products shipped after confirmation will not support modifications or redraws.