1. Policy Overview
1.1 This policy applies to all orders placed on Bila Aroma Aesthetics, whether through the website, mobile pages, or other official channels.
1.2 You may request a return or exchange within 14 days of receiving your order, provided the product meets the conditions below.
1.3 For products with quality issues (damage, leakage, missing parts, or wrong item), please contact us within 7 days of receipt with photos or a video as evidence.
1.4 This policy is an integral part of our Terms of Service. In case of conflict, the Terms of Service shall prevail.
1.5 Customized products are produced individually to your specifications and are not eligible for return or exchange, except in the case of a quality issue.
2. Return Conditions
To be eligible for a return, all of the following conditions must be met:
- The request is submitted within 14 days of receiving the order.
- The product is unopened, unused, and in its original condition.
- The original packaging, accessories, gifts, and documents are complete and intact.
- The product is not a customized item, promotional gift, clearance item, or an item explicitly marked as non-returnable or non-exchangeable.
- You can provide the order number or other valid proof of purchase.
Return window by product type
| Product type | Return window | Notes |
|---|---|---|
| Unopened finished products | Within 14 days of receipt | Original condition required |
| Products with quality issues | Within 7 days of receipt | Photos or a video required |
| Customized products | Not eligible for return or exchange | Quality issues only |
3. Non-Returnable & Non-Exchangeable Items
For hygiene, safety, and legal reasons, the following items cannot be returned or exchanged without cause:
- Opened or used fragrance liquids, sprays, scented candles, and similar products that can no longer be resold.
- Subjective scent preferences, such as personal dislike of a fragrance, when there is no quality issue.
- Customized products, including exclusive fragrances, custom packaging, and products with your brand logo — these are not eligible for return or exchange.
- Promotional gifts, limited-time offers, clearance items, and any product explicitly marked as non-returnable at checkout.
- Orders beyond the return window (more than 14 days after receipt, unless otherwise required by law).
- Products damaged by misuse, improper storage, or accidents after delivery.
- Products missing original packaging, accessories, or gifts.
4. Return Process
Please follow the steps below to ensure a smooth return:
- Submit your request. Contact us via the Contact Form or email lydia@bilaperfume.com. Please include your order number, product name, reason for return, and clear photos of the product and packaging.
- Wait for approval. We will review your request and reply within 1–2 business days. If your request is approved, we will provide the return address and instructions.
- Ship the product back. Please use a trackable shipping method and keep the tracking number. We are not responsible for returns lost in transit.
- Inspection. Once we receive the returned item, we will inspect it to confirm it meets the return conditions.
- Refund or exchange. After the inspection is complete, we will process your refund or exchange as requested.
5. Refunds
5.1 Refunds will be issued to the original payment method whenever possible.
5.2 The refund amount covers the product price actually paid. Original shipping fees are non-refundable, unless the return is due to a quality issue or our error.
5.3 Refund processing time depends on the payment channel:
| Payment method | Estimated refund time |
|---|---|
| Credit card / PayPal | 5–10 business days |
| Bank transfer (T/T) | 3–7 business days |
| Store credit (if applicable) | 1–2 business days |
Note: The exact arrival time depends on your bank or payment provider. Some channels may charge a small transaction fee; such fees are not covered by us.
6. Exchanges
6.1 Exchanges are supported for the same product in a different specification or a product of equal value, subject to availability.
6.2 Exchange requests must be submitted within 14 days of receipt.
6.3 Return shipping for exchanges is borne by the customer, unless the exchange is due to a quality issue or our error.
6.4 After the returned product passes inspection, we will ship the replacement within 3–5 business days.
6.5 Customized products are not eligible for exchange, except in the case of a quality issue.
7. Return Shipping Costs
Who pays for return shipping depends on the reason for the return:
| Situation | Shipping cost borne by |
|---|---|
| Quality issue (damage, leakage, wrong item) | Bila Aroma Aesthetics |
| Customer preference (dislike, wrong order, duplicate order) | Customer |
| Exchange (non-quality reason) | Customer (both ways) |
| Return caused by incorrect address or refusal to accept | Customer |
8. Special Cases
Customized orders
Customized products—including exclusive fragrances, custom packaging, and products bearing your brand logo—are produced individually for your order. Except for quality issues, they are not eligible for return or exchange.
We will confirm all details with you and provide samples before bulk production. Please confirm the sample carefully before proceeding to mass production.
Quality issues
If you receive a product that is damaged, leaking, missing parts, or different from what you ordered, please contact us within 7 days of receipt with photos or a video. Once verified, we will arrange a replacement, exchange, or full refund, and we will cover the shipping costs.
Cross-border orders
Cross-border orders may involve customs duties, import taxes, and clearance fees. These charges are borne by the customer and are not included in the refund. Return shipping and any customs charges incurred during the return are also borne by the customer.
Lost or damaged in transit
If your package is lost or damaged during transit, please contact us as soon as possible. We will work with the carrier to investigate and provide a suitable solution.
9. Contact Us
If you have any questions about returns or exchanges, please contact us through any of the following:
- Email: lydia@bilaperfume.com
- Contact page: https://bilaaroma.com/contact
- Terms of Service: https://bilaaroma.com/terms
- Returns & Exchanges: https://bilaaroma.com/returns
- Business hours: 09:00 – 18:00 (subject to what is published on the site)