Refund policy
Last updated: 29 August 2026
This Refund and Return Policy applies to purchases made through Aquiroma's official online store.
Aquiroma supplies natural agarwood oils and related agarwood materials. As these are natural materials, variations in colour, viscosity, appearance and olfactory character may occur between origins and production batches.
Nothing in this policy limits any mandatory rights available to consumers under Portuguese or European Union consumer law.
1. Seller Information
Aquiroma Lda
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
VAT and Tax Identification Number: PT519099974
Email: info@aquiroma.com
Phone: +351 913 610 064
2. Right of Withdrawal
Consumers purchasing online generally have the right to withdraw from an eligible purchase within 14 days without providing a reason.
For goods, the 14 day period normally begins on the day the customer, or a third party designated by the customer other than the carrier, physically receives the goods.
Where several goods from the same order are delivered separately, the withdrawal period will be calculated in accordance with applicable consumer law.
3. How to Request a Return
To exercise your right of withdrawal, you must inform Aquiroma clearly before the withdrawal period expires.
You may contact us by email at:
You may also contact us by telephone at:
+351 913 610 064
A clear statement confirming that you wish to withdraw from the purchase is sufficient.
You do not need to provide a reason.
A model withdrawal form is included at the end of this policy, although its use is not mandatory.
4. Returning the Product
After notifying us of your decision to withdraw, the goods must be returned without undue delay and no later than 14 days from the date on which you informed us of your withdrawal, unless another arrangement has been agreed.
Please contact us before sending the return so that we can provide the appropriate return instructions.
Unless otherwise agreed, returns may be sent to:
Aquiroma Lda
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
For a standard statutory withdrawal, the customer is responsible for the direct cost of returning the goods unless Aquiroma agrees to bear that cost or applicable law provides otherwise.
We recommend using a tracked shipping service and retaining proof of dispatch.
5. Condition of Returned Agarwood Oils and Materials
Consumers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
Because agarwood oils and related materials are natural products, reasonable variation may occur in:
Colour
Viscosity
Appearance
Olfactory profile
Natural sediment
Other characteristics inherent to the material
These natural differences do not by themselves constitute a defect or lack of conformity where the product corresponds to the description and specification provided at the time of purchase.
The customer may be responsible for any reduction in value caused by handling that goes beyond what would reasonably be necessary to inspect the product.
Where appropriate, any deduction for diminished value will be reasonable and based on the actual condition of the returned product.
6. Opened Products and Exceptions
The statutory right of withdrawal may not apply where an exception provided by applicable law applies.
This may include certain products made to the customer's personal specification or certain sealed products that are unsuitable for return for genuine health protection or hygiene reasons once the seal has been broken.
Where a statutory exception applies to a specific product, this will be communicated clearly to the customer before purchase.
The presence of ordinary packaging or a seal alone does not automatically remove a consumer's statutory rights.
7. Refunds Following Withdrawal
Where a consumer validly exercises the statutory right of withdrawal, Aquiroma will refund the payments received for the goods covered by the withdrawal.
Where the entire order is withdrawn, Aquiroma will also refund the cost of the least expensive standard delivery method offered for that order.
If the customer selected a more expensive shipping method, such as express delivery, the additional amount above the cost of the standard delivery method does not have to be refunded.
The direct cost of returning the goods is normally borne by the customer as described above.
8. Refund Timing
Refunds following a statutory withdrawal will be made without undue delay and no later than 14 days after Aquiroma is informed of the consumer's decision to withdraw.
For returned goods, Aquiroma may withhold reimbursement until the goods have been received back or until the customer provides evidence that the goods have been returned, whichever occurs first.
Refunds will normally be issued using the same payment method used for the original transaction unless another method has been expressly agreed.
Aquiroma will not charge an additional fee for processing the refund.
9. Damaged, Incorrect or Non Conforming Products
If you receive:
An incorrect product
An incorrect quantity
A product damaged during delivery
A product that is materially different from the description or specification provided at the time of purchase
please contact us as soon as reasonably possible at:
Please include your order number and photographs where relevant.
Where a product does not conform to the purchase contract, Aquiroma will provide the remedy required by applicable consumer law.
Because agarwood oils are natural materials that cannot normally be repaired in a meaningful way, the appropriate remedy may include replacement, an appropriate reduction in price or a refund, depending on the circumstances and the rights available under applicable law.
Any costs that Aquiroma is legally required to bear in connection with a valid lack of conformity will not be charged to the consumer.
10. Natural Variation Is Not Automatically a Defect
Agarwood oil is a natural material.
Its character may vary according to factors including:
Species
Geographical origin
Raw material
Resin content
Harvest
Distillation method
Production batch
Storage conditions
Natural ageing
Minor differences between batches or between the actual product and website photographs do not automatically constitute a defect.
A product will be assessed according to whether it corresponds to the description, quantity, identity and specifications provided at the time of purchase.
11. Portuguese Legal Conformity Protection
Where Portuguese consumer law applies, new movable goods are generally protected against lack of conformity for three years from delivery under applicable Portuguese legislation.
A lack of conformity that becomes apparent during the first two years after delivery is generally presumed to have existed at the time of delivery unless that presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
This statutory protection is separate from the 14 day right of withdrawal.
The right of withdrawal allows an eligible consumer to withdraw from an online purchase within the statutory period.
The conformity protection applies when a product does not correspond to the purchase contract.
Nothing in this policy limits these statutory consumer rights.
12. Lost or Damaged Shipments
Where Aquiroma arranges delivery to a consumer, responsibility for the goods remains with Aquiroma until the goods are physically received by the consumer or by another person designated by the consumer, other than the carrier.
If an order does not arrive or arrives damaged, please contact:
We will investigate the shipment and provide the remedy required by applicable law.
13. Business and Professional Customers
The statutory 14 day consumer right of withdrawal does not generally apply to purchases made wholly for business, trade or professional purposes.
Returns for professional orders may be considered according to the agreed commercial terms, the condition and nature of the material and any separate agreement between Aquiroma and the professional customer.
This does not remove any contractual or legal rights relating to incorrect, damaged or non conforming products.
14. Electronic Complaints Book
Consumers may submit complaints through the Portuguese Electronic Complaints Book, Livro de Reclamações Eletrónico.
The official platform is:
Access to the Electronic Complaints Book is also provided through the Aquiroma website.
15. Alternative Dispute Resolution
Consumers may use an authorised consumer Alternative Dispute Resolution entity where applicable.
For qualifying disputes falling within its territorial and monetary competence, consumers may contact:
Centro de Arbitragem de Conflitos de Consumo de Lisboa
CACCL
Rua dos Douradores, 108, 2nd and 3rd Floor
1100 207 Lisbon
Portugal
Phone: +351 218 807 030
Website: www.centroarbitragemlisboa.pt
Consumers resident in another European Union country may also contact the European Consumer Centre network for assistance with qualifying cross border consumer disputes.
16. Model Withdrawal Form
Complete and send this form only if you wish to use it. You may instead send any other clear statement confirming that you wish to withdraw from the purchase.
To:
Aquiroma Lda
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
Email: info@aquiroma.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Product or products:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Signature of consumer, only where this form is sent on paper:
Date:
17. Contact
For questions regarding returns, refunds, damaged shipments or the right of withdrawal, please contact:
Aquiroma Lda
Email: info@aquiroma.com
Phone: +351 913 610 064