Refund, Returns & Cancellation Policy

Last updated: 17 October 2026

Your Purchase, Our Commitment

At Aromatic Buds, we believe that a great shopping experience includes transparency, product quality and dependable customer support.

We take particular care to maintain appropriate standards of freshness, hygiene, safe handling and product integrity throughout our operations.

Because certain products we sell are perishable or subject to specific hygiene and storage requirements, different return conditions may apply depending on the product.

We offer a voluntary 3-day return option for qualifying products, while fully respecting all applicable consumer rights under Maltese and European Union law.

If your order arrives damaged, defective or incorrect, our customer support team is available to help resolve the issue fairly and promptly.

Returns at a Glance

• 3-Day Voluntary Returns: Available for qualifying products exempt from the statutory right of withdrawal, subject to original packaging, intact seals and the conditions outlined below.

• 14-Day Statutory Withdrawal: Applies to eligible online purchases where no legal exemption exists.

• Damaged, Defective or Incorrect Products: Protected by applicable consumer guarantee rights, regardless of our voluntary returns period.

• Refunds & Store Credit: Approved voluntary returns qualify for a replacement or store credit. Monetary refunds are provided whenever legally required.

1. Returns Eligibility: 3 Days

For products eligible under our voluntary returns policy, return requests must be submitted within three (3) calendar days of delivery, subject to the following conditions:

• The product must remain completely unopened, unused and sealed in its original packaging.

• All original protective seals and tamper-evident packaging must remain intact.

• The product must have been stored in accordance with its specified storage requirements.

• The product must be returned in its original condition, without signs of damage, deterioration, contamination or tampering.

• Proof of purchase must be provided.

All voluntary return requests are subject to inspection and approval by Aromatic Buds (the Provider), acting at its reasonable discretion.

Approved voluntary returns must be completed within the timeframe specified in the Provider's return instructions.

This voluntary 3-day policy applies only to qualifying products exempt from the statutory right of withdrawal. It does not replace, restrict or reduce any mandatory consumer rights.

2. Perishable Products, Hygiene & Storage Conditions

Under Article 16(d) and Article 16(e) of EU Directive 2011/83/EU, and the corresponding provisions of Malta's Consumer Rights Regulations (S.L. 378.17), certain goods may be exempt from the statutory right of withdrawal.

These exemptions include:

• Perishable Products: Goods liable to deteriorate or expire rapidly, including certain freshly prepared food products.

• Hygiene-Sensitive Products: Sealed goods genuinely unsuitable for return due to health protection or hygiene reasons once their protective seals have been removed after delivery.

Certain products sold by Aromatic Buds may fall within these exemptions due to their specific characteristics, composition, perishability or hygiene requirements.

Where a legal exemption applies, the Provider may offer a voluntary return in accordance with Section 1.

Products that have been opened, used, unsealed, tampered with, contaminated or improperly stored do not qualify for voluntary returns.

Products liable to deteriorate or expire rapidly may be excluded from voluntary returns entirely.

Specific storage requirements may affect a product's suitability for voluntary return. However, storage requirements alone do not automatically exempt a product from statutory withdrawal rights.

Any applicable return restrictions will be determined by the product's characteristics and the relevant legal requirements.

3. Statutory Right of Withdrawal: 14 Days

For online purchases of products that do not fall within an applicable legal exemption, consumers have the statutory right to withdraw from their purchase within fourteen (14) calendar days of receiving the goods, without providing a reason.

Customers may exercise this right by:

• Contacting Aromatic Buds through our official customer support channels and providing a clear statement of their decision to withdraw.

• Using the Website's dedicated Withdraw from Contract function, where the right of withdrawal applies.

The online withdrawal function enables customers to submit their withdrawal request electronically. An acknowledgement of receipt, including the request details and submission date and time, will be provided on a durable medium, such as email, without undue delay.

Customers may also use the statutory model withdrawal form. Its use is optional, and any other clear statement communicating the decision to withdraw is acceptable.

Following a valid withdrawal, goods must generally be dispatched for return within fourteen (14) calendar days of notifying the Provider.

Customers are responsible for the direct cost of returning goods unless otherwise required by law or agreed by the Provider, provided they were informed of this obligation before completing their purchase.

Customers may be responsible for any reduction in a product's value resulting from handling beyond what is reasonably necessary to establish its nature, characteristics and functioning, as permitted by law.

The statutory right of withdrawal does not require the Provider's discretionary approval.

4. Damaged, Defective or Incorrect Products

At Aromatic Buds, we aim to ensure that all orders are supplied accurately and in appropriate condition.

If you receive a damaged, defective, incorrect or otherwise non-conforming product, please contact our customer support team as soon as reasonably possible so that we can assist you.

To help assess the issue, we may request:

• Your order number or proof of purchase.

• A description of the problem.

• Photographs of the product or packaging, where reasonably necessary.

Where goods are defective or do not conform to the sales contract, customers retain the remedies provided under applicable Maltese and European consumer protection legislation.

Depending on the circumstances and the applicable legal requirements, these remedies may include:

• Repair or replacement.

• An appropriate reduction in price.

• A monetary refund where legally required, or store credit where voluntarily accepted by the customer.

The Provider may offer an alternative lawful remedy where permitted under applicable consumer protection legislation.

The voluntary 3-day return period, original-seal requirements and other voluntary return restrictions do not limit statutory consumer rights relating to defective or non-conforming goods.

Where required by law, remedies for defective or non-conforming products will be provided without additional cost to the customer.

5. Refunds, Replacements & Credit Notes Voluntary Returns

Where a voluntary return is approved under Section 1, the Provider may, at its reasonable discretion, offer:

• A replacement with an equivalent available product.

• A credit note or store credit for future purchases.

Monetary refunds are not offered for voluntary returns unless expressly agreed by the Provider.

Statutory Refunds

Where a customer is legally entitled to a monetary refund under the statutory right of withdrawal or applicable consumer guarantee legislation, the Provider shall issue the refund in accordance with the relevant legal requirements.

For statutory withdrawals:

• Refunds will generally be processed without undue delay and no later than fourteen (14) calendar days after receiving the withdrawal notification.

• Where required by law, refunds will include the original standard delivery charges, excluding supplementary charges resulting from a customer's choice of a more expensive delivery method.

• The Provider may withhold reimbursement until the returned goods have been received or the customer has supplied evidence of their return, whichever occurs first, where permitted by law.

• Refunds shall be made using the original payment method unless the customer expressly agrees to another method without incurring additional fees.

For orders originally paid by cash on delivery, an alternative refund method, such as bank transfer, may be arranged with the customer's agreement.

Store credit will never be imposed as a substitute for a monetary refund where the customer is legally entitled to reimbursement.

6. Return Procedure & Associated Costs

Customers wishing to request a return should contact Aromatic Buds through our official customer support channels, providing their order number and relevant product details.

For voluntary returns, customers must obtain the Provider's approval and follow the applicable return instructions.

For statutory withdrawals, customers are encouraged to contact the Provider for return instructions. However, obtaining prior authorisation is not a condition for exercising a statutory right of withdrawal.

For approved voluntary returns:

• The customer shall bear the associated return delivery costs unless otherwise agreed.

• Products must be returned in accordance with the conditions specified in Section 1.

• Returned goods may be inspected before a voluntary replacement or credit note is approved.

Where goods are defective or non-conforming, returns and any applicable remedies will be handled without charge to the customer where required by law.

We recommend retaining proof of dispatch when returning any product.

7. Order Cancellation

Orders submitted through the Aromatic Buds Website are considered confirmed once accepted by the Provider, subject to any applicable statutory cancellation or withdrawal rights.

For products exempt from the statutory right of withdrawal, cancellation requests may be accepted at the Provider's reasonable discretion, provided the order has not already been prepared, dispatched or otherwise processed in a manner preventing cancellation.

The Provider reserves the right to cancel or refuse an order for legitimate reasons, including but not limited to:

• Insufficient product availability.

• Manifest pricing or listing errors.

• Regulatory or legal restrictions.

• Suspected fraudulent transactions.

• Delivery restrictions or circumstances preventing fulfilment.

Where the Provider cancels an order after receiving payment, a full refund of the amount paid for the cancelled order shall be issued.

Nothing in this section affects a customer's statutory right to withdraw from an eligible distance purchase.

8. Statutory Consumer Rights

Aromatic Buds is committed to respecting applicable consumer protection legislation, including:

• EU Directive 2011/83/EU on consumer rights, as amended.

• EU Directive 2019/771 concerning certain aspects of contracts for the sale of goods.

• Malta's Consumer Rights Regulations (S.L. 378.17).

• Applicable Maltese legislation governing consumer guarantees and remedies.

Nothing in this Refund, Returns & Cancellation Policy excludes, restricts or overrides any mandatory rights granted to consumers under Maltese or European Union law.

Where statutory consumer rights conflict with any provision of this policy, the applicable statutory provisions shall prevail.

Customers are provided with access to this policy before completing their purchase. Purchasing from Aromatic Buds does not constitute a waiver of any statutory consumer rights.

9. Customer Support & Assistance

We believe that resolving customer concerns should be straightforward, transparent and respectful.

For questions about returns, order cancellations, refunds or product issues, customers may contact Aromatic Buds through the official customer support channels listed on our Website.

Our team will review enquiries fairly, explain the applicable options and assist customers in accordance with this policy and relevant consumer protection legislation.

Your satisfaction, safety and confidence matter to us.