This policy covers delivery problems, faulty or incorrect items, change-of-mind returns and cancellations for orders placed on aurome.bd. It applies alongside our Terms & conditions.
Check your parcel on delivery
We recommend opening the parcel while the courier is present and checking that the fragrance, size and quantity match your order and that nothing has leaked or broken. You may inspect a decant without spraying it. If you notice a problem, you can refuse the parcel or accept it and report the issue to us. You do not lose your right to claim if the courier has already left, as long as you report within the window below.
Report a problem within 48 hours
If a decant arrives leaking, broken, missing or incorrect, contact AUROME within 48 hours of delivery. Reports made after 48 hours cannot be accepted. Send us your order reference, the fragrance and size affected, a short description of the problem and clear photographs of the item and its packaging (a short video helps for leaks). Keep the product and all packaging until we have reviewed your claim.
Replacement or refund for approved claims
For an approved claim (damaged, leaking, missing or wrong item) we will arrange a replacement or a full refund, whichever you prefer and stock allows. We cover the return delivery cost for approved claims. Please contact us before sending anything back so we can confirm the return arrangements with our courier. Where the courier allows it, an exchange can be made hand-to-hand at delivery; otherwise the replacement is sent once the returned item has been received and checked.
Change-of-mind returns
A decant that has not been sprayed or opened, in its original packaging, may be returned within 48 hours of delivery. For these returns a return fee of 50% of your district’s standard delivery charge applies (৳40 inside Dhaka city, ৳60 everywhere else) and is deducted from your refund. There are no free returns: the fee applies in every district, including orders that qualified for free delivery, and any delivery fee paid is not refunded. Because fragrance is a personal-care product, sprayed or used decants cannot be returned. Disliking how a fragrance smells or performs on your skin is not a fault and is not covered as a claim, which is exactly why we sell small sizes to try first.
Cancellation
You can cancel an order free of charge at any time before it is dispatched: call or WhatsApp us with your order reference. If an order is cancelled or refused after dispatch, the same return fee applies (50% of the standard delivery charge for your district, including orders that had free delivery). Repeated refused or unclaimed parcels may lead us to ask for confirmation before accepting further orders.
Refund timing and method
We process refunds within 24 hours of approving a claim or receiving a change-of-mind return. We will confirm the refund method with you: bKash, Nagad or Rocket, or a bank transfer. The time for funds to arrive depends on that method.
Lost or delayed parcels
If your parcel has not arrived within the estimated delivery time (next day in Chattogram, 2–4 days to Dhaka, 2–4 business days after dispatch elsewhere), contact us and we will check its status with the courier. If a parcel is confirmed lost in transit, we will send a replacement or refund your order in full, as you prefer.
What is not covered
- Longevity, projection or how a fragrance smells on you: these depend on the fragrance and your skin, not on the decant.
- Differences between batches of the same fragrance made by the original manufacturer.
- Damage, leakage or evaporation caused after delivery, for example by heat, sunlight or storing the atomiser on its side.
- Decants that have been sprayed, opened or are missing their packaging.
- Claims made more than 48 hours after delivery, or without a valid order reference.
Contact AUROME about an order
AUROME customer care: call +880 9639-191465 or WhatsApp +880 1882-809333, or e-mail [email protected]. Have your order reference ready. You can also use our contact form.
Last updated: November 2, 2026