Refund & Return Policy
We want every customer to be satisfied with their purchase. This policy explains when and how you may request a refund or return.
1. Conditions That Qualify for a Refund
- The order was never shipped within a reasonable time after payment was confirmed.
- The item arrived badly damaged or leaked in transit.
- The item received does not match the product you ordered.
2. Conditions That Do Not Qualify
- Colour or scent variation between batches, which is the natural character of patchouli oil.
- Damage caused by improper storage or handling after delivery.
- Products that have been opened, used, or blended.
- Delays caused by the courier, weather, or force majeure.
3. How to File a Claim
Contact us at info@aromapatchouli.com or WhatsApp +62 822-345-888-17 within 3 x 24 hours of receiving the item, including:
- Your order number
- A description of the issue
- Photos or videos of the item and its packaging
4. Resolution Process
We will review your claim within 3 business days. If approved, we will offer either:
- A replacement with the same product, or
- A full or partial refund, as agreed.
5. Refund Timeline
Refunds are returned to the original payment method through our payment provider (DOKU) within 7–14 business days after approval. Processing time may vary depending on your bank or card provider.
6. Shipping Costs
Original shipping costs are non-refundable unless the shipping error was ours.
7. Contact Us
PT. Aroma Murni Indonesia
18 Office Park Building, Lantai 21 Unit C
Jl. TB Simatupang No.Kav. 18, Kebagusan
Pasar Minggu, Jakarta Selatan 12520
Indonesia
Email: info@aromapatchouli.com
WhatsApp: +62 822-345-888-17