Terms and conditions of sale

1.1 Who we are. We are Aroma-Zone UK Ltd, a private limited company incorporated in England and Wales under company number 16323458, with registered office at Becket House, 1 Lambeth Palace Road, London, England, SE1 7EU (“Aroma-Zone”). (we”, “us”, “our”).

1.2 Our products. You can find everything you need to know about our products on our website at Aroma-Zone - Clean formulas. Clear proof. All under one roof. (our “Website”), or from our sales staff before you order. Our products include but are not limited to essential oils, cosmetic ingredients, cosmetics, empty containers and accessories manufactured by and/or for Aroma-Zone ("Products").

1.3 These terms. All purchases, sales and deliveries of products by us, whether via our Website or in-store, relating to Orders and Products delivered to the United Kingdom (i.e. England, Wales, Scotland, and Northern Ireland), are subject exclusively to these terms and conditions, (the “Terms”). Products being delivered outside of the United Kingdom are subject to different terms, available on our Website at the following link : Tout savoir sur nos conditions générales de vente - Aroma Zone.

1.4 In these Terms, (a) “Customer”, “you” means the person who purchases the Products from us via the Website or in one of our stores in the United Kingdom[Hd6] ; (b) “Contract” means the contract between us and you for the provision of Products as formed in accordance with and subject to these Terms; (c) “Order” means your order for the Products via our Website or in our stores.

1.5 These Terms may have changed since you last viewed them. We amend these terms from time to time. Every time you wish to place an order, please check these Terms to ensure you understand the terms that apply at that time.

2. 1 Operation of our Website

(a) We do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Website for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

(b) Although we make reasonable efforts to update the information on our Website, we make no representations, warranties or guarantees, whether express or implied, that the content on our Website is accurate, complete or up to date.

(c) We do not accept any liability for any loss or damage arising from any issues with accessing the Website or from the use of any of the information contained in any of the materials on the Website.

(d) The content, presentation, and operation of the Website are subject to modifications, deletions, maintenance or updates at our discretion, at any time and without prior notice, based on Aroma-Zone’s commercial policies and operational requirements of the Website. We will try to give you reasonable notice of any major changes.

2.2 Access to the Website

(a) Subject to clause 2.1, Orders can be placed on the Website, accessible via the internet 24 hours a day, 7 days a week, except in cases of force majeure events beyond Aroma-Zone's control, or during maintenance, updates, technical improvements, or content modifications.

(b) Our Website is directed to people residing in the United Kingdom. We do not represent that content available on or through our Website is appropriate for use or available in other locations.

(c) Our Cookie Policy will also apply to your use of our Website.

3.1 Products

(a) Our Products are presented with product specific information (e.g., picture, description, ingredients (where applicable) and price) on our Website or in-store.

(b) The placing of a Product on the Website is an invitation to treat, i.e., an invitation to accept an offer for a Product. It is not an offer to sell at the price listed nor it is binding on Aroma-Zone.

(c) All our Products are subject to availability. If a Product is out of stock or otherwise unavailable at the time of ordering, we will let you know.

(d) The Products can vary slightly from the pictures that are shown on the Website or in our marketing materials.

(e) Changes in products. Aroma-Zone reserves the right to modify any Product from our marketing or as displayed on the Website at any time, and to replace or modify any content or information appearing on our marketing or on the Website to reflect changes in relevant laws and regulatory requirements. When these changes are material, we will notify you in advance of such and you can contact the Customer Service Team to end the Contract before the change takes effect and receive a refund for any Products paid for but not received.

(f) Withdrawal of products. Aroma-Zone reserves the right to stop providing a Product. We will let you know at least seven days in advance and we will refund any sums you have paid for Products which will not be provided.

(g) We will not be liable to you for any losses resulting from the removal of a Product from our marketing or the Website prior to an Order being made or from replacing or modifying any content or information on our marketing or the Website.

(h) Usage instructions.

• Our Products will include usage precautions (including in relation to mixing and handling) in particular in relation to essential oils, hygiene, and safety conditions for DIY cosmetics. It is essential that you read and comply with any information provided about the proper usage, handling and mixing precautions specific to each of our Products.

• If no usage precautions are not included with the Product, you shall inform the Customer Service team as soon as possible so that a copy of any such usage instructions can be sent to you. You can also download usage precautions from here: "Precautions for the use of essential oils and best practices for DIY cosmetics.

• In the case you are gifting our Products, you must provide the usage precautions with the Aroma-Zone Product to the gift recipient.

• We cannot be held liable for any losses incurred as a result of a failure to comply with any usage instructions and precautions as well as hygiene and safety conditions, or a failure to provide those to third parties using the Products.

(i) Customer Service. For any questions or advice on how to use our Products, you can visit us in-store or contact Aroma-Zone’s Customer Service team service using the contact form available at the following link: Customer Service .

(j) Essential Oils. Essential oils are highly concentrated and can be dangerous if not used correctly. It is your responsibility to exercise particular caution when using these Products and to follow all instructions provided.

(k) Therapeutic Use of Essential Oils. Essential oils contain very high concentrations of active substances and can cause harm if used incorrectly. The information provided on our Website and our marketing about essential oils derives from reference works in aromatherapy. This information is provided to you on an informative basis only and it cannot be used as, or as a substitute for medical advice and Aroma-Zone disclaims any liability in this respect. Aroma-Zone does not encourage self-medication. For any use of essential oils for therapeutic or treatment purposes, we advise you to consult a licensed physician or pharmacist.

(l) DIY Cosmetics. We offer cosmetic ingredients to create homemade cosmetics. These Products must be put together in accordance with any applicable usage terms. Any such products are subject to strict regulations and Aroma-Zone will not be liable in any way for any reuse by the Customer of Products for the purpose of manufacturing and/or marketing and/or commercial exploitation of cosmetic products.

3.2 Resale of Aroma-Zone Products

(a) The resale of Aroma-Zone products is only permitted if agreed, separately and in writing, between the reseller and Aroma-Zone. In the absence of such a contract, any resale and/or commercial exploitation of one or more of our Products, even if incorporated or mixed into a more complex preparation, is strictly prohibited.

(b) Similarly, any repackaging of our Products for resale under another brand is strictly prohibited unless expressly agreed otherwise in writing by Aroma-Zone.

4.1 For any purchase of a Product, you will have the opportunity to give a review about it. You can also read reviews and recommendations of other Customers on our Website. The reviews and recommendations expressed for each Product are solely those of the Customers who submitted them. They do not constitute contractual statements from Aroma-Zone and we are not responsible for their content, except that nothing in these Terms excludes or limits our liability where it cannot be excluded or limited by law.

4.2 Reviews published on our Website are collected, moderated and published by Skeepers SAS, an independent third party trading as Verified Reviews (Avis Vérifiés). Only Customers who have purchased the Product concerned are invited to submit a review, and Skeepers verifies that each review originates from such a purchase.

4.3 Every review is checked before publication by Skeepers, using automated tools and human moderators. Neither the content of a review nor the rating given is altered. The same process and the same timescales apply to positive and negative reviews, and we do not select which reviews are published: all reviews are published unless they are rejected on one of the published moderation grounds. We cannot amend or delete a review ourselves; we can only report to Skeepers a review that we consider does not comply with those grounds.

4.4 We do not offer any payment, discount, free or reduced-price product, loyalty points, prize draw entry or other benefit in exchange for submitting or publishing a review. Where a review has been submitted in exchange for any such benefit, this is clearly stated next to the review. We do not pay for any review to be given prominence on the Website.

4.5 The star symbols displayed on the Website next to Products represent the average ratings at any given time, based on the feedback from Customers. Therefore, these ratings may change from time to time. The total number of reviews on the Website includes customer reviews from all countries. Full details of how reviews are collected, moderated and published, including the grounds on which a review may be rejected, are available here.

5.1 Prices

(a) Our prices are indicated in-store or as displayed in your cart on our Website. If you use the ‘shopping list’ in the shopping cart as a way of re-ordering items, prices on previous orders may no longer be valid.

(b) We reserve the right to modify our prices at any time and prices may change over time.

(c) Errors in pricing. Whilst we endeavour to ensure that all prices are accurate, errors may sometimes occur. If a Product has been listed with the incorrect price, we reserve the right to cancel the Contract and you will be notified by email and receive any refund.

(d) The prices for the Products are in GBP inclusive of VAT but exclusive of the shipping costs in clause 5.2 below.

5.2 Shipping Costs

(a) The prices shown on the Website do not include shipping costs, which will be charged in addition (or offered free of charge depending on the Order amount). The price for shipping will be set out at final confirmation of the Order.

5.3 Special offers and discount codes

(a) Any special offers on our Website or in-store do not constitute an offer.

(b) You may receive special offers or discount codes by email. You must enter and validate a valid special offer or discount code in the designated space on the Order Summary page on our Website for the special offers or discount to be applied.

Discount codes shall remain valid for the period specified in the relevant offer. Where no validity period is expressly stated, the promotional code shall remain valid for twelve (12) months from its date of issue and shall expire automatically thereafter. Unless otherwise stated in the relevant offer, discount codes may only be used once, may not be combined with any other offer, may not be split across multiple transactions and may not be exchanged for cash, refunded or replaced. No compensation shall be payable in respect of any unused discount code that has expired. If You exercise a statutory cancellation right or return a product eligible for a refund, Aroma-Zone will refund only the amount actually paid for the relevant product(s). No cash refund or monetary value shall be payable in respect of any discount code applied to the order.

5.4 Gifts

(a) You can send gifts to loved ones via our Website. The ordering procedure remains the same as for personal purchases, as set out in clause 6.

(b) If the gift option is selected, the price of the gifted item(s) will not appear on the document accompanying the Products on delivery.

6.1 Placing an Order

(a) By placing an Order on our Website you confirm:

• (i) your acceptance of these Terms;

• (ii) that you are legally capable of entering into a binding contract;

• (iii) that you are at least 18 years old ; and

• (iv) that the delivery address provided for the Order is located in the United Kingdom.

(b) To place an Order on our Website, you must follow the instructions provided on the Website, as follows:

• (i) add the selected Product(s) to your shopping cart (the “Cart”) and modify as appropriate;

• (ii) proceed to checkout;

• (iii) if this is your first purchase on the Website, you may need to create an account (an “Account”) and log into it. If you already have an Account, you should enter your login details to access it. When creating an Account, you must ensure that the information provided is accurate, up to date and complete. You are also responsible for keeping your personal details up to date. In case of errors in your contact or delivery details, Aroma-Zone will not be held liable for any failure to provide or deliver the Products;

• (iv) input your shipping and payment details; and

• (v) verify the information in the Order summary, and confirm that you agree to these Terms and our Privacy Policy. If the Order is not correct, you can correct any errors before confirming and submitting your Order. It is your responsibility to ensure the Order is correct before submitting it. Once the Order has been validated by you, the delivery address can no longer be modified. It is therefore your responsibility to verify all information before confirming payment.

(c) Special offers and discounts: To benefit from a special offer or a discount, you shall enter and validate a valid code in the designated field on the Cart page, see clause 5.3.

(d) Gift Card: To use a gift card, you shall enter and validate a valid gift voucher code in the designated field on the Cart page.

6.2 Order Acceptance

(a) After submission of the Order online, we will contact you to confirm we have received your Order and then we contact you again to confirm we have accepted it. You are responsible for checking the acknowledgment of the Order email for accuracy and immediately informing us if there are any errors.

(b) Any Products in an Order which are not confirmed to you in the acknowledgment of the Order do not form part of the Contract.

(c) Sometimes we reject Orders, for example, because a Product is unexpectedly out of stock, because you are located outside our delivery areas or because the Product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

(d) The Order will be accepted (and Contract formed) when we confirm that Aroma-Zone has accepted the Order and full payment of the Products has been received.

7.1 We accept payment by most major credit cards and alternative payment options like PayPal. Additional details regarding these payments are available when placing an Order and those are subject to the terms of the relevant payment providers over which we have no control.

7.2 We reserve the right to remove or add payment methods without prior notice.

7.3 Payment Security

(a) When selecting a credit card for payment, you will automatically be redirected to the secure payment gateway server. This platform is secured through SSL (Secure Socket Layer) encryption to protect all data related to the payment methods. As a result, this banking information is known only to the payment service provider chosen by Aroma-Zone. It does not pass through, nor is it stored on, Aroma-Zone’s IT systems, nor is it handled or accessible by its staff.

(b) If the issuer of your payment card refuses to, or for any other reason does not authorise or validate your payment, we will not be liable for any cancellation of your Order.

8.1 Changing your order

Changes to an order (products, quantities, etc.), details related to delivery and billing or taking advantage of a special offer or discount code must be made before payment is complete. Once payment is made, the Order can no longer be modified unless you exercise your rights under clause 11.

8.2 Order suspension

(a) We reserve the right to suspend the processing of an Order and any delivery in the event of a refusal of payment authorisation by officially accredited organisations or in the event of non-payment.

(b) We also reserve the right to refuse an Order from a Customer who has not fully paid a previous Order or with whom a payment dispute is ongoing.

8.3 Order Archiving

Your Cart will be archived and stored for sixty (60) days, even if the internet connection is interrupted. However, to access the Cart, you should reconnect to the Website using the same Account used during the initial ordering process.

8.4 Tracking your order

Upon receiving the Order summary, you will have access to "Order tracking" by clicking on "My Account" and logging in with your username and password.

9.1 Delivery information and shipping

(a) We shall deliver your Order in accordance with your delivery instructions.

(b) We will try to deliver the Products to the delivery address you provided by the date set out in the acknowledgement of the Order email, or, if no date is specified, within 10 working days (subject to a maximum of 30 days) of the date of the acknowledgment of the Order email. This is an estimate only.

(c) On delivery, you should keep their delivery notification and all packaging and notify us immediately if any Products are missing or damaged.

(d) Risk transfer occurs when the Products are handed over to the delivery address you provided or, where applicable, when the package is collected from the carrier.

(e) These Terms apply to orders placed through the United Kingdom version of this Website. Products ordered through this Website can only be delivered to a delivery address in the United Kingdom.

(f) You are welcome to place an order from outside the United Kingdom, provided that the delivery address is in the United Kingdom. If you would like your order to be delivered to an address outside the United Kingdom, please use the relevant version of our website for your country. Orders placed through another version of our website are subject to the terms and conditions published on that version, which are separate from these Terms and may differ from them.

(g) Nothing in these Terms affects any rights you have under the law of the country in which you are habitually resident that cannot be excluded by agreement.

9.2 Delays outside our control

If our supply of your Order is delayed by an event outside our control, such as natural disasters (including floods, earthquakes, or storms), acts of government or regulatory authorities, strikes or other industrial action, pandemics, failure of suppliers or subcontractors, or disruption of transportation networks, we shall contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the Contract and receive a refund for any Products you have paid for but not received.

10.1 Delay / Non-delivery

Loss of package during transport.We work with reliable partners to ensure the transport and delivery of packages. However, delays or package losses, while rare, can occur. As with any shipment, there may be a delivery delay or the package may be lost. In the event of a delivery delay exceeding 7 days, the Customer must inform Aroma-Zone's Customer Service, which will contact the carrier to initiate an investigation. This investigation can take up to 21 days from its initiation. If, during this period, the package is located, it will be forwarded to the Customer's address (in most cases). If the package is not found after the 21-day investigation period, it will be deemed lost. In such a case, we will send you a replacement at our expense. If the lost Products are no longer available at that time, we shall refund you for the total Order amount, including shipping costs.

10.2 Returns marked as "no longer at this address”

Packages returned due to an incomplete or incorrect address, an unidentifiable or inaccessible recipient, or a delivery failure will be refunded for the total Order amount, minus shipping and return costs, via the original payment method within forty-eight (48) hours of the package's return receipt by Aroma-Zone.

10.3 Returns due to refusal

If you refuse delivery of a package, please let our Customer Service Team know so that we can deal with your Order correctly. Where your refusal amounts to a cancellation under clause 11, we will refund you in accordance with clause 11.3, including the cost of standard delivery. In any other case, we will refund the price of the Products and may deduct the return costs we have actually incurred, provided the refusal was not attributable to us or to the carrier.

10.4 Order cancellation

In the event of a delivery delay exceeding 30 days from the Order confirmation, you may cancel your Order by contacting our Customer Service via email or phone.

10.5 Our right to cancel

We can end our Contract with you for a product and claim any compensation due to us if you do not, within a reasonable time, allow us to deliver the Order to you.

11.1 Cancellation

(a) For most of the Products bought online, you have a legal right to cancel and receive a refund, including delivery costs, subject to the conditions below.

(b) General. Subject to clause 11.1(c), Customers who have purchased online and wish to cancel must let Aroma-Zone know no later than 14 days after the day the Products are delivered, without needing to provide a reason or pay any penalties, provided the Products are returned in their original packaging, complete (i.e., with accessories, instructions), in perfect condition and unopened and sealed. If these conditions are not respected, Aroma-Zone will not be able to process a refund for the Products concerned and the sale price (including shipping costs) will not be refunded.

(c) Customised or mixed products. You cannot change your mind or cancel an Order for:

• Products that you have customised or any other DIY product;

• Products that have become mixed inseparably either with other items;

• Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them

(d) This clause 11 is without prejudice to any other rights for cancellation or refund you may have under the Contract or applicable law.

11.2 Return of Products

To exercise your legal right to change your mind as per clause 11.1, you should:

(a) Notify your decision to cancel the Order by contacting Aroma-Zone:

• Online: via the cancellation form

• Or by post: Aroma-Zone UK Ltd, Becket House, London, SE1 7EU (including your name, email address, address, Order number and date of Order).

• When notifying us, you may choose to use the following withdrawal form below, but it is not required:

Model Withdrawal form

(Complete and return this form only if you wish to withdraw from the contract) To:

Aroma-Zone UK Ltd

Becket House,

London

SE1 7EU

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) for the provision of the following service (*)

Ordered on (*)/Received on (*)

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) [only if this form is notified on paper]

Date

(*) Cross out what does not apply

(b) Return the package to one of our store: Aroma-Zone UK Ltd. 2211A/3201, Ariel Way, London W12 7GF – Westfield White City Shopping Mall – 1st Floor or to the following address : Aroma-Zone, J&J, Rhosili Rd, Northampton, NN4 7JE, United Kingdom.

• The Products must be accompanied by the return form downloadable here or the following information on plain paper: name, first name, email, address, Order number, and date of Order.

• Return shipping costs for cancelled Orders are the Customer's responsibility. You should also obtain and keep a proof of postage receipt. If you do not and we do not receive the returned products at all or within a reasonable time, we will not refund you.

• If you need support with returns, please contact our Customer Service team.

11.3 Refunds

(a) We will reduce the amount of refund if the Product is used, damaged or if it is clear that the Customer handled the Product in a way which would not be acceptable in-store, or if the packaging is damaged or some accessories are missing.

(b) If the Products have not been delivered, Aroma-Zone will refund the Customer as soon as possible, and within 14 days of the Customer informing Aroma-Zone of their choice to cancel (if the Products have not yet been despatched to the Customer). If the Products are being returned by the Customer, Aroma-Zone will refund the Customer within 14 days of Aroma-Zone receiving the Products by way of return in accordance with clause 11.2(b). We do not charge a fee for the refund.

(c) If the Customer cancels the entire Order, Aroma-Zone will refund the full amount of payments received for that Order excluding delivery fees above and beyond the fee paid for standard delivery, subject to the provisions in this clause 11.

(d) If the Customer cancels only part of their Order, Aroma-Zone will refund the amount for the cancelled and returned Products, excluding delivery fees above and beyond the fee paid for standard delivery.

Aroma-Zone honours its legal duty to provide Customers with Products that are as described on our Website and that meet all the requirements imposed by law. Your rights are summarised below. These are subject to certain exceptions. For details information visit the Citizens Advice website here: www.citizensadvice.org.uk.

Summary of your key legal rights

The Consumer Rights Act 2015 says that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product, your legal rights entitle you to the following:

• Up to 30 days: if the Products are faulty you can get a refund.

• Up to 6 months: if the Products cannot be replaced, then you are entitled to a full refund, in most cases.

• Up to 6 years: if the Products do not last a reasonable length of time you may be entitled to some money back.

12.1 Procedure

(a) If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team . Our Customer Service team will acknowledge receipt of your request and tell you what to do.

(b) Upon receiving the instructions from our Customer Service and the corresponding return slip, you must return the Products to the address provided by Customer Service.

(c) Any Product returned must be complete, unused (except in the case of a hidden defect), and, to the extent possible, accompanied by its original packaging, the return slip, and a copy of the order confirmation and the invoice.

(d) Upon receipt of the presumed non-compliant or defective Products, we will carry out an inspection to determine whether the Products are indeed non-compliant. Similarly, Aroma-Zone may conduct a quality check on the returned Products to verify that the Products are authentic. These checks will be completed as quickly as possible, with a maximum processing time of one (1) month.

13.1 We are the owner or the licensee of all intellectual property rights in our Website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

13.2 We are the owners or the licensee of all intellectual property rights in our Products, trademarks, service names, domain names and other visual or word marks.

13.3 Any reproduction, modification, or use of any of these elements, whether direct or indirect, on any medium and for any purpose, without the prior express consent of Aroma-Zone is strictly prohibited.

13.4 Aroma-Zone’s decision not to immediately take legal action upon becoming aware of unauthorised use of its intellectual property does not constitute acceptance of such use nor a waiver of the right to pursue action.

How we use any personal data you give us is set out in our Personal Data Policy.

We are responsible for losses you suffer caused by us breaking the Contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 9.2 We're not responsible for delays outside our control.

• Avoidable. Something you could have avoided by taking reasonable action.

You have several options for resolving disputes with us:

• Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our complaints policy.

• If you are not satisfied with the outcome, you can still go to court.

• You can go to court. These Terms and the Contract are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

• Note that, although the Contract is subject to the laws of England, if you are a consumer resident in another jurisdiction, you will also benefit from any mandatory provisions of the laws of that country which cannot be derogated from by agreement. Nothing in these Terms affects your rights as a consumer to rely on such mandatory provisions.

(a) We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.

(b) Nobody else has any rights under this contract. This Contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

(c) If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.