Right of Withdrawal
Last updated: 30 August 2026
This page explains your right to withdraw from a purchase made through aquiroma.store. It applies to consumers in the European Union and is based on Directive 2011/83/EU, as amended, and Decreto Lei n.º 24/2014 of 14 February, as amended and applicable in Portugal.
1. Who This Right Applies To
This right applies to consumers. A consumer is a person purchasing primarily for purposes outside their trade, business or profession.
The statutory right of withdrawal does not normally apply to purchases made wholly for business or professional purposes. This includes purchases made by fragrance houses, manufacturers, distributors and professional perfumers acting on behalf of a business.
Business purchases are governed by our Terms of Service and any separate commercial terms agreed with the customer.
2. Your Right to Withdraw
You have the right to withdraw from an eligible purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a person identified by you other than the carrier, take physical possession of the goods.
If several goods from the same order are delivered separately, the withdrawal period begins when you receive the final item.
3. How to Withdraw
To exercise your right of withdrawal, you must inform us of your decision through a clear statement before the 14 day period expires.
You can submit your withdrawal using the electronic withdrawal form available on this page.
You may also contact us by email, post or telephone:
Aquiroma Lda
Travessa do Fala Só 13B
1250 109 Lisboa
Portugal
Email: info@aquiroma.com
Phone: +351 913 610 064
You may use the model withdrawal form provided at the bottom of this page, but its use is not required. Any clear statement confirming your decision to withdraw is sufficient.
To meet the deadline, it is sufficient to send your withdrawal request before the 14 day period expires.
4. Electronic Withdrawal Form
Complete this form if you wish to withdraw from an eligible purchase.
Full name:
Email address:
Order number:
Products covered by the withdrawal:
Date ordered:
Date received:
Additional information, optional:
By submitting this form, I clearly confirm that I wish to withdraw from the contract identified above.
Button text:
Withdraw from contract
After submitting the form, you will receive confirmation of your withdrawal request by email without undue delay.
5. Returning the Goods
After informing us of your decision to withdraw, you must return the goods without undue delay and no later than 14 days after the date on which you submitted your withdrawal request.
The deadline is met if you send the goods before the 14 day return period expires.
Unless otherwise agreed, you are responsible for the direct cost of returning the goods. Return shipping costs from countries outside Portugal may be significant.
We recommend using a tracked service and keeping proof of dispatch. This allows you to demonstrate that the goods were returned within the required period.
Please return the goods to:
Aquiroma Lda
Travessa do Fala Só 13B
1250 109 Lisboa
Portugal
Please package the goods carefully to prevent leakage, contamination or damage during transport.
6. Refunds
We will refund all eligible payments received from you, including the cost of our standard delivery option for the original order.
If you selected a delivery method that was more expensive than our standard option, we are not required to refund the additional cost.
The refund will be made without undue delay and no later than 14 days after the day on which we receive your decision to withdraw.
We will use the same payment method used for the original transaction unless you expressly agree to another method. You will not be charged a fee for receiving the refund.
We may withhold the refund until we receive the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
7. Condition of Returned Goods
You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
You may be responsible for any reduction in value caused by handling that goes beyond what would reasonably be permitted when inspecting the goods in a physical shop.
For agarwood oils and related materials, consuming, decanting, diluting, blending, contaminating or using the material beyond reasonable inspection may reduce its value and may result in a corresponding reduction of the refund where permitted by law.
Natural differences in colour, viscosity, appearance, sediment or olfactory character do not automatically mean that a product is defective where it corresponds to the description and specifications provided at the time of purchase.
8. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply where a statutory exception applies.
This may include:
Goods made to the consumer’s specifications or clearly personalised, including custom blends, bespoke distillations and products prepared specifically according to an individual customer’s instructions.
Sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons where the seal was broken after delivery.
Goods that, after delivery, become inseparably mixed with other materials because of their nature.
An exception will apply only where the legal conditions are satisfied. Where an exception applies to a particular product, this will be clearly communicated on the relevant product page before the order is placed.
Opening an outer shipping package does not by itself remove the right of withdrawal.
9. Faulty, Damaged or Incorrect Goods
The right of withdrawal is separate from your legal rights relating to faulty, damaged, incorrect or nonconforming goods.
If you receive an incorrect product, an incorrect quantity, a product damaged during delivery or a product that does not correspond to the purchase contract, contact us at:
Please include your order number and photographs where relevant.
Nothing on this page limits your statutory conformity rights under Portuguese or European Union consumer law.
10. Complaints and Dispute Resolution
If you experience a problem with an order, you may contact us at info@aquiroma.com.
You may also submit a complaint through the Portuguese Electronic Complaints Book:
For qualifying consumer disputes, you may contact:
Centro de Arbitragem de Conflitos de Consumo de Lisboa
Nothing on this page limits any mandatory rights available under Portuguese or European Union consumer law.
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract. You may alternatively use the electronic withdrawal form available on this page.
To:
Aquiroma Lda
Travessa do Fala Só 13B
1250 109 Lisboa
Portugal
Email: info@aquiroma.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Description of goods:
Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Email address:
Signature of consumer, only if submitted on paper:
Date: