Terms of service
Last updated: 29 August 2026
These Terms of Service govern purchases made through the Aquiroma website and any official online store operated by Aquiroma Lda.
By placing an order with Aquiroma, you agree to these Terms of Service. Nothing in these Terms limits any mandatory rights available to consumers under Portuguese law, European Union law or other applicable consumer protection legislation.
1. About Aquiroma
The online store is operated by:
Aquiroma Lda
Private limited company incorporated in Portugal
Registered office:
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
Registration and legal person number, NIPC: 519099974
VAT number: PT519099974
Email: info@aquiroma.com
Phone: +351 913 610 064
Website: www.aquiroma.store
2. Our Products
Aquiroma supplies agarwood oils, related agarwood materials and educational publications relating to agarwood and perfumery.
Agarwood oils and materials
We make reasonable efforts to ensure that product descriptions, photographs, origins, specifications, sizes and other information displayed on the website are accurate.
Agarwood oils and related materials are natural products. Normal differences may occur between origins and production batches.
These may include differences in:
Colour
Viscosity
Appearance
Olfactory character
Natural sediment
Other characteristics inherent to the material
These natural variations do not by themselves mean that a product is defective where the product corresponds to the description and specification provided at the time of purchase.
Photographs are intended to represent products as accurately as reasonably possible. Differences in screens, lighting and natural material characteristics may cause minor visual differences.
Unless expressly stated otherwise on the relevant product page, agarwood oils are supplied as aromatic materials or perfumery raw materials and are not presented as finished cosmetic products intended for direct application to the skin.
Where a product is placed on the European Union market as a finished cosmetic product, the relevant product page and labelling will identify it accordingly.
Books and educational materials
Aquiroma may offer printed or digital educational publications, including Beyond the Scent of Agarwood Oil.
These materials are provided for educational and professional reference purposes.
They do not constitute medical, legal, safety or regulatory advice and do not replace the user's own professional testing, verification or compliance obligations.
Product availability may change without notice.
3. Professional and Consumer Customers
Aquiroma supplies both professional customers and individual consumers.
A consumer is a person purchasing primarily for purposes outside their trade, business or profession.
Certain rights described in these Terms, including statutory withdrawal and consumer conformity rights, apply specifically to consumers.
Business customers may be subject to separate commercial terms where these have been agreed.
4. Eligibility
To place an order, you must be legally capable of entering into a binding contract.
Where required by applicable law, you must also meet the minimum legal age for entering into such a contract.
5. Prices
Prices are displayed in the currency applicable to the customer's selected market.
The default currency for Aquiroma is the euro.
Where Shopify Markets displays another currency, the applicable price may be converted or determined according to the market configuration.
For consumer sales within the European Union, prices are displayed including applicable VAT where required by law.
Delivery charges and any other mandatory additional charges are shown before the customer completes the purchase.
The final amount payable is displayed during checkout before the order is submitted.
Where Aquiroma announces a price reduction, the prior price displayed will be determined in accordance with applicable European and Portuguese price indication rules.
6. Customer Reviews
Where customer reviews are displayed, Aquiroma will provide appropriate information about whether and how it verifies that published reviews originate from customers who purchased or used the relevant product.
Aquiroma does not knowingly publish false reviews or commission false consumer reviews.
7. Product Variants
Some products are available in different sizes, quantities, formats or other variants.
The price displayed for the selected variant is the price applicable to that specific product configuration.
Customers are responsible for checking the selected product, size, quantity and variant before placing an order.
8. Orders and Formation of the Contract
An order submitted through the website constitutes an offer to purchase the selected products.
After an order is placed, the customer receives an electronic acknowledgement confirming receipt of the order.
The contract is concluded when Aquiroma confirms acceptance of the order or, at the latest, when the goods are dispatched or digital content is made available.
An order may be refused or cancelled where there is a genuine reason, including:
Product unavailability
An obvious pricing or technical error
Payment not being authorised
Suspected fraudulent activity
Incorrect or incomplete customer information preventing fulfilment
A legal or regulatory restriction affecting the transaction
Where an order is cancelled after payment has been received, the amount paid for the affected products will be refunded using the original payment method where reasonably possible.
9. Payment
Available payment methods are displayed during checkout.
Payment must be successfully authorised before an order can be processed.
Customers are responsible for providing accurate billing and payment information.
Aquiroma does not directly store complete payment card details. Payment processing is handled through Shopify and the payment providers made available through the store.
10. Delivery
Available delivery options, destinations and charges are displayed during checkout.
Estimated delivery periods may depend on destination, carrier, customs procedures, documentation requirements and the products ordered.
Unless another delivery period has been agreed, consumer orders will be delivered without undue delay and within the period required by applicable law.
Where applicable consumer law provides a maximum delivery period of 30 days and that period is exceeded, the consumer retains the remedies available under applicable law.
Digital products are made available after payment confirmation subject to the provisions relating to digital content below.
11. Risk During Delivery
Where Aquiroma arranges delivery to a consumer, the risk of loss or damage remains with Aquiroma until the goods are physically received by the consumer or another person designated by the consumer, other than the carrier.
This does not apply where the consumer independently appoints a carrier that was not offered by Aquiroma.
Customers should contact Aquiroma promptly if a shipment arrives damaged, incomplete or does not arrive.
12. Customs, CITES and International Orders
Orders delivered outside the European Union may be subject to import duties, taxes, customs fees, permits, regulatory requirements or other charges imposed by the destination country.
Unless expressly stated otherwise during checkout, these charges are the responsibility of the customer.
Customers are responsible for ensuring that the products ordered may lawfully be imported into their destination country.
Certain agarwood products may be subject to CITES or other import and export controls depending on species, product type, quantity, origin and destination.
Aquiroma will only dispatch regulated agarwood products where the applicable documentation and permit requirements can be satisfied.
Where legally required procedures cannot be completed, Aquiroma may cancel the affected part of the order and refund the amount paid for it.
13. Right of Withdrawal
Consumers purchasing online generally have the right to withdraw from an eligible purchase within 14 days without providing a reason, subject to applicable legal exceptions.
For goods, the withdrawal period normally begins on the day the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.
Full details are provided in our Refund and Return Policy.
Printed books and agarwood oils
Printed books and standard agarwood oil products are subject to the general withdrawal rules unless a specific statutory exception applies.
Where a specific product is subject to an applicable legal exception, this will be clearly communicated before purchase.
Digital content
Where a book or other publication is supplied as digital content that is not provided on a tangible medium, the consumer may lose the right of withdrawal once digital delivery begins, but only where the conditions required by law are satisfied.
This includes obtaining the consumer's express prior consent for delivery to begin during the withdrawal period, acknowledgement that the right of withdrawal will be lost once delivery begins, and confirmation of that consent and acknowledgement on a durable medium.
Nothing in these Terms reduces any statutory withdrawal right available to the consumer.
14. Inspection and Handling of Returned Products
During the withdrawal period, a consumer may inspect a product to the extent reasonably necessary to establish its nature and characteristics.
The consumer may be responsible for diminished value resulting from handling that goes beyond what would reasonably be necessary to inspect the product.
Any deduction for diminished value will only be made where permitted by applicable law.
15. Faulty or Non Conforming Products
Consumer purchases are protected by applicable statutory conformity rights.
Where Portuguese consumer law applies, new movable goods are generally protected against lack of conformity for three years from delivery.
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.
Where agarwood oil or another product does not conform to the purchase contract, Aquiroma will provide the remedy required by applicable law.
Because natural agarwood oils and similar materials cannot normally be repaired in a meaningful way, the appropriate remedy may include replacement, a proportionate reduction in price or termination of the contract with a refund, depending on the circumstances and applicable legal rights.
Nothing in these Terms limits mandatory consumer conformity rights.
Any commercial warranty offered by Aquiroma is additional to and does not replace statutory consumer rights.
16. Returns and Refunds
Returns and refunds are governed by our Refund and Return Policy.
Customers should contact:
before sending a return so that appropriate return instructions can be provided.
A consumer exercising a statutory right of withdrawal is not required to provide a reason.
17. Product Use
Customers are responsible for using products appropriately and in accordance with their intended purpose, product information and any applicable professional or regulatory requirements.
Where a product is supplied as a perfumery raw material, aromatic material or professional ingredient, the purchaser is responsible for determining its suitability for the intended formulation or application.
Professional purchasers remain responsible for the compliance, testing, formulation, labelling and regulatory status of their finished products.
Nothing on the website or in Aquiroma educational publications should be interpreted as medical advice.
18. Intellectual Property
The content of the Aquiroma website, including text, photographs, graphics, branding, product descriptions, educational material and original visual content, is owned by or licensed to Aquiroma Lda unless otherwise stated.
Beyond the Scent of Agarwood Oil and other Aquiroma publications are protected by applicable copyright law.
Purchase of a printed or digital copy does not transfer copyright.
Content may not be reproduced, commercially distributed, uploaded, shared, translated or adapted without permission except where permitted by applicable law.
Digital copies may not be made available to third parties or redistributed without authorisation.
Nothing in this section restricts lawful quotation or other uses permitted by applicable copyright law.
19. Website Availability
Aquiroma aims to keep the website accurate, secure and available.
Temporary interruptions may occur because of maintenance, technical issues, Shopify services, third party services or circumstances outside our reasonable control.
Website content and functionality may be updated where reasonably necessary.
20. Liability
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
Nothing in these Terms limits mandatory consumer rights or any liability that cannot legally be excluded.
For professional customers, separate commercial agreements may contain additional provisions relating to specifications, documentation, delivery, use of materials and liability.
21. Personal Data
Personal information is processed in accordance with Aquiroma's Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation where applicable.
Customers may manage available privacy and cookie preferences through the website.
22. Complaints
Customers are encouraged to contact Aquiroma directly so that we can attempt to resolve any issue.
Email:
Phone:
+351 913 610 064
Consumers may also submit a complaint through the Portuguese Electronic Complaints Book, Livro de Reclamações Eletrónico.
Official platform:
Complaints received through the electronic complaints platform will be handled within the deadlines required by applicable law.
23. Alternative Dispute Resolution
Consumers may use an authorised Alternative Dispute Resolution entity where applicable.
For disputes falling within its territorial and monetary competence, consumers may contact:
Centro de Arbitragem de Conflitos de Consumo de Lisboa
CACCL
Website:
The CACCL deals with qualifying consumer disputes within its applicable territorial and monetary competence.
Where another authorised dispute resolution entity is legally competent for a particular dispute, the consumer may use that entity.
Consumers involved in qualifying cross border disputes within the European Union may also contact the European Consumer Centre network.
24. Governing Law
These Terms are governed by Portuguese law.
For consumers residing in another country, this choice of law does not remove mandatory consumer protection rights that apply under the law applicable to that consumer.
Any dispute will be dealt with by the competent courts or an authorised Alternative Dispute Resolution body in accordance with applicable law.
25. Changes to These Terms
These Terms may be updated where necessary because of changes to the website, business operations or applicable law.
The version applicable to an order is the version available when the order was placed unless mandatory law requires otherwise.
26. Contact
Questions regarding these Terms may be sent to:
Aquiroma Lda
Travessa Fala Só 13B
1250 109 Lisbon
Portugal
NIPC: 519099974
VAT number: PT519099974
Email: info@aquiroma.com
Phone: +351 913 610 064