Returns & Refunds Policy

N.O.E.L Aromatics (Green Sheep LLP)
64B Peck Seah Street
Singapore 079325

Last Updated: December 9, 2025

Overview

At N.O.E.L Aromatics, we stand behind the quality of our products. This policy explains how to return items, the conditions for returns, and our refund process.

Return Window

Standard return period: 14 days from delivery date
Damaged or defective items: 7 days from delivery date
Return requests must be initiated within the specified timeframe
Items returned after the window may not be accepted

Returnable vs. Non-Returnable Items

Returnable Items

The following items may be returned if conditions are met:

Unopened, unused products in original, sealed packaging
Damaged or defective items (regardless of opening)
Wrong item shipped (our error)
Incorrect quantity received

Non-Returnable Items

The following items cannot be returned:

Opened or used essential oils (due to hygiene, safety, and contamination concerns)
Opened or used hydrosols (same hygiene/safety reasons)
Opened or used carrier oils (same hygiene/safety reasons)
Opened or used bath & beauty products (hygiene and safety)
Items without original packaging (safety and authenticity cannot be verified)
Items showing signs of tampering or damage to the seal
Blended or custom products (non-returnable once prepared)
Items purchased more than 14 days ago (outside return window)

Important: Once essential oils are opened, they cannot be resold due to contamination risks and safety regulations. We cannot accept returns of opened products under any circumstances.

Return Conditions

To be eligible for return, items must meet ALL of the following conditions:

Unopened & Unused: Product must be in original, sealed condition
Original Packaging: Item must be in its original box/container with all labels intact
No Damage: Packaging must show no signs of tampering or damage (except for shipping damage)
Within Return Window: Return must be initiated within 14 days of delivery
Proof of Purchase: Original order confirmation or receipt required
Condition: Item must be in resellable condition

Return Process

Step 1: Initiate Return

Email: noel@noeloils.com with subject line "Return Request - [Order Number]"
Include: Order number, item(s) being returned, reason for return
Timeline: Contact us within 14 days of delivery

Step 2: Return Authorization

We will review your request and respond within 2 business days
If approved, you'll receive a return authorization number (RMA)
RMA number must be included with your return shipment

Step 3: Ship Item Back

Pack securely: Use original packaging or equivalent protective packaging
Include RMA number: Write the RMA number clearly on the package
Shipping address: We will provide the return shipping address
Shipping cost: See "Return Shipping Costs" section below
Insurance: We recommend insuring high-value returns

Step 4: Inspection & Refund

Upon receipt, we will inspect the item within 3-5 business days
If approved, refund will be processed to your original payment method
Refund timeline: 5-10 business days after approval (depending on your bank)

Return Shipping Costs

Domestic Returns (Singapore)

Customer responsibility: You pay for return shipping to us
Typical cost: $5-10 SGD via SingPost or courier
Recommended: Use tracked shipping method

International Returns (Bali, etc.)

Customer responsibility: You pay for return shipping
Cost: Varies by carrier and destination
Recommended: Use DHL or FedEx with tracking

Exception: Our Error

If we shipped the wrong item or made an error:

We cover return shipping costs
We will provide a prepaid return label (if available)
Refund includes original shipping cost

Damaged or Defective Items

If You Receive a Damaged Item

Document immediately: Take clear photos of damage (package and contents)
Contact us within 7 days: Email noel@noeloils.com with photos and order number
Do not discard: Keep the item and packaging for inspection
Resolution options:
- Full refund: Including original shipping cost
- Replacement: We ship a new item at no cost
- Store credit: For future purchases

If You Receive a Defective Item

Leaking bottles: Contact us immediately with photos
Expired or degraded product: We will replace or refund
Wrong item: Full refund or replacement at no cost
Proof required: Photos of the defect and original packaging

Refund Methods

Original Payment Method

Credit/Debit Card: Refund credited to your card (5-10 business days)
Digital Wallet: Refund to PayNow, Apple Pay, or Google Pay account
Bank Transfer: If paid via bank transfer, refund to same account

Store Credit

Alternative option: Receive refund as store credit for future purchases
Advantage: Can be used immediately, no processing delays
No expiration: Store credit does not expire

Partial Refunds

Return shipping deducted: If customer pays for return shipping, this may be deducted from refund
Restocking fee: Not applicable (we do not charge restocking fees)

Non-Refundable Situations

We cannot offer refunds for:

Opened or used products (hygiene and safety regulations)
Items outside the 14-day return window
Items without proof of purchase
Damaged items due to customer mishandling after delivery
Items returned without an RMA number
Custom or blended products (prepared to order)
Clearance or final sale items (if marked as such at purchase)

Refund Disputes

If you believe a refund decision is incorrect:

Contact us within 7 days of refund decision
Provide additional evidence (photos, documentation)
We will review and respond within 5 business days
Final decision is at N.O.E.L Aromatics' discretion

Special Circumstances

Allergic Reaction or Sensitivity

Not a returnable reason (individual reactions vary)
Recommendation: Perform a patch test before use
Support: We offer guidance on dilution and safe usage
Refund: At our discretion, we may offer store credit or a partial refund

Change of Mind

Not a returnable reason if product is opened
Unopened items: May be returned within 14 days
Restocking: No restocking fee applies

Expired Products

Rare: Our products have long shelf lives when stored properly
If expired: Full refund or replacement at no cost
Proof: Original packaging with expiration date required

Order Cancellations

Before Shipment

Full refund: If cancelled before we process your order
Timeline: Refund within 2-3 business days
Contact: Email noel@noeloils.com immediately

After Shipment

Not possible: Once shipped, order cannot be cancelled
Option: Accept delivery and initiate a return (if eligible)
Refund: Subject to standard return conditions

Contact Us for Returns

Return inquiries:
Email: noel@noeloils.com
Phone: +65 9619 2331
Hours: Mon-Fri 10am-7pm, Sat-Sun 11am-5pm (By Appointment)
Address: 64B Peck Seah Street, Singapore 079325
Response time: Within 24 business hours

Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on our website with an updated date. Continued use of our services constitutes acceptance of updated terms.

Important Notes

Safety first: We cannot accept returns of opened essential oils due to contamination and safety risks
Quality assurance: All products are tested and inspected before shipment
Professional use: If you're a practitioner or school, contact us for bulk return options
Feedback: We value your feedback; please let us know how we can improve

Last Updated: December 9, 2025