FAQs

1、 Criteria for determining responsibility Damage during transportation The outer packaging is clearly damaged and the internal components are damaged: the courier company should be contacted for compensation If damage is found during delivery, the package can be rejected on the spot and the courier can be requested to record it Problems with the product itself The outer packaging is intact but the inner parts are damaged: it is recommended to contact the merchant for return or exchange Quality issues discovered during use after receipt: The merchant shall bear the responsibility for after-sales service 2、 Specific operational steps Fixed evidence Take photos of the six sides of the outer packaging (including waybill information) and details of the damaged internal components Save electronic evidence such as shopping vouchers and logistics records Contact object priority Preferred contact party and alternative channels for the situation Damage during transportation, customer service of courier company 1, Postal Administration Complaints (12305) Product quality issues, merchant after-sales service, e-commerce platform intervention Compensation standard reference Insured Items: Compensation shall be made in proportion to the insured amount Unprotected items: maximum compensation of three times the shipping cost (excluding special goods) 3、 Supplementary channels for safeguarding rights Cross border packages: Claims made through consolidation companies require proof of customs clearance Large items: It is recommended to contact the official after-sales service of the brand Note: It is recommended to record an unboxing video as supplementary evidence when signing for fragile items

1、 Installation service provision status Commercial grade equipment Hotel/mall specific fragrance systems typically provide professional installation services, including central air conditioning docking, concealed wiring, etc Some suppliers promise fast service of "3-hour door-to-door response in the main urban area of Chengdu" Household equipment Mijia and other intelligent fragrance machines adopt a plug and play design, and the packaging contains a simplified manual to guide self installation Wall mounted equipment requires self drilling installation, but installation positioning templates are provided 2、 User manual content Installation Guide Step by step diagram illustrating the process of loading fragrance capsules (such as "hearing a 'click' sound indicates successful installation") Clearly label three installation methods: floor mounted, wall mounted, and connected to the central air conditioning system Instructions for use Includes operation instructions for APP control pairing, gear adjustment, and timing functions Special tips such as "Avoid inverted installation", "Precautions for fragrance liquid ingredients" and other safety clauses 3、 Obtain channels The product packaging comes with a paper quick guide (instructions for the reset button of the dust plug included in the Mi Home device) The brand's official website provides electronic manual downloads (such as the technical specifications released by STANT-E Sentifi) Business customers may request suppliers to provide customized installation plan documents

1、 Complaint acceptance channel Official Customer Service Hotline It is recommended to prioritize calling the enterprise customer service hotline (which can be found on the official website), as the fragrance industry usually provides exclusive after-sales channels Offline service outlets Some cities have physical service points that can carry problematic products for on-site testing (advance reservation is required) 2、 Quality problem handling process Preliminary diagnosis Product batch number, purchase certificate and problem description shall be provided (such as essential oil leakage, equipment non spray, etc.) Electronic fragrance devices require video recording of malfunction symptoms Solution Problem type handling method Performance failure can be returned or exchanged within 7 days, and free repair within 15 days Essential oils that have deteriorated can be exchanged with an unopened certificate 30% compensation for appearance defects or replacement of accessories 3、 Dispute resolution channels When negotiation fails Complain to the Consumer Association (National 12315 Platform) or apply for quality appraisal Cross border orders can be entrusted to third-party testing agencies such as SGS Legal rights protection If counterfeit products are involved, triple compensation can be claimed in accordance with the Consumer Rights Protection Law 4、 Preventive advice Keep the complete packaging and shopping receipt (electronic voucher requires screenshot) It is recommended to take an unboxing video before using aromatherapy products for the first time Note: Specific policies are subject to the latest announcement on the official website of Saint Denis, and different terms may apply to special customized products

1、 Basic warranty service Whole machine warranty Most brands offer a 24 month warranty for the entire machine (including core components) Special models (such as commercial models) may have their warranty period shortened to 3 months Differences in accessories Fragile parts (such as aromatherapy bottles, nebulizers) are usually covered by a 15 day warranty Consumables such as essential oils and filters are generally not covered by the warranty 2、 Warranty certificate requirements Valid purchase voucher (invoice/electronic purchase record) is required If there is no certificate, the warranty period will be extended by 30 days based on the production date 3、 Non warranty situation Human damage (such as circuit failure caused by liquid leakage) Unauthorized channel dismantling, repairing or modifying Damage caused by power issues/environmental humidity 4、 Featured Services Installation support Some brands offer free on-site installation for the first time Special installation requirements (such as hole expansion) may incur additional costs Return and exchange policy Return within 7 days without reason (keep the product intact) Performance failure within 15 days can be exchanged

1、 Common allergenic ingredients Natural allergenic substances 26 ingredients such as citral, linalool and citronellol are listed as essence allergens to be mandatory labeled by the EU Citrus essential oils (such as lemon and sweet orange) contain right-handed limonene, which may oxidize and cause sensitization when exposed to air Potential risk factors Poor quality essential oils may be mixed with synthetic fragrances or heavy metal pollutants Expired essential oils can produce new allergenic compounds due to oxidation reactions 2、 Security control measures Testing standards Screening for allergen proteins through ELISA testing Compliant with GB4706 Electrical Safety and EU 2023/1545 new spice labeling regulations Usage suggestions Before first use, a 24-hour skin test should be conducted on the inner side of the wrist Sensitive skin should avoid using undiluted essential oils directly 3、 Allergy response plan If symptoms such as redness and itching occur: Immediately stop using and rinse the contact area with clean water Topical use of calamine lotion to relieve symptoms, and in severe cases, oral antihistamines can be taken Note: Children and pregnant women should consult a professional aromatherapist before use

1、 Key points of EU standard compliance Spice allergen management 26 mandatory allergen ingredients (such as citral, geraniol, etc.) that need to be labeled must be separately labeled 914 when the concentration is greater than 0.001% in non wash products or greater than 0.01% in rinse off products The new regulation (EU) 2023/1545 will expand the list of allergens to 80, with a transition period until July 31, 2026 1、 Compliance with EU standards CE certification Aromatherapy machines need to be certified by the Low Voltage Directive (LVD) and Electromagnetic Compatibility Directive (EMC), with tests including electrical safety and electromagnetic compatibility (EN 60335, EN 55014 standards) Products with wireless functionality (such as Bluetooth) must additionally comply with the Radio Equipment Directive (RED) Chemical compliance It is necessary to meet the restrictions of REACH regulations on SVHC (substances of high concern), including the detection of harmful substances such as plasticizers and heavy metals Spice allergens need to be labeled according to the new regulation (EU) 2023/1545, adding 56 allergens that require separate labeling (transition period until July 31, 2026) Children's products If it involves children's use, it is necessary to pass the EN71-3 toy safety standard and test for 19 types of transferable heavy metals 2、 Compliance with American standards Electrical safety UL283 testing report (issued by an ISO17025 accredited laboratory) is required to enter e-commerce platforms such as Amazon Wireless devices must pass FCC Part 15 certification and test for radiated and conducted emission limits Chemical restrictions Complies with FDA's management requirements for cosmetic ingredients, prohibiting 21 prohibited ingredients including mercury Insect repellent products require additional EPA registration 3、 Difference explanation EU pays more attention to chemical safety: REACH and allergen labeling requirements are stricter than those in the United States The United States focuses on electrical certification: FCC has more detailed EMC testing requirements for wireless devices

PP plastic, ABS/AS plastic, aluminum alloy, ceramics; Car fragrance machine: USB-C interface adopts fireproof PC/ABS alloy Fire free rattan aromatherapy: The volatile solvents are mostly DPG (ethylene glycol) or plant-based glycerol

1、 Age oriented customization dimension Child Safety (3-12 years old) Material: Full food grade PP shell+anti tipping automatic power-off Aroma type: Mint/camphor ingredients are prohibited, and mild single essential oils such as sweet orange are recommended Certification: Must pass EN71-3 toy safety standard testing Youth style (13-18 years old) Intelligent control: APP adjusts concentration (limiting single use to ≤ 30 minutes) Fragrance Library: Tea Tree Essential Oil (Acne Control)+Cedar (Focused Enhancement) Combination Adult version High concentration atomization: supports 5% -15% essential oil ratio Commercial grade: customizable enterprise LOGO+fragrance patented formula 2、 Implementation method Hardware universality: The same device limits output concentration through program (such as child lock function) Fragrance customization package: provide different essential oil combinations according to age (need to be purchased separately) Appearance adaptation: replaceable cartoon/minimalist/business style shell (minimum order quantity required) 3、 Precautions Infants and young children (0-3 years old) are prohibited from using any nebulizing aromatherapy equipment Some countries (such as the European Union) have special certification requirements for children's products containing eucalyptus essential oil

一1、 Comparison of main transportation modes in terms of timeliness International express delivery Mainstream countries in Europe and America: 3-7 working days (DHL/FedEx/UPS, etc.) Japan, South Korea/Southeast Asia: 2-4 working days (urgent services can be shortened to 1-2 days) Australia and New Zealand region: 3-7 working days (direct flights have better efficiency) International air freight China → United States/Canada: 3-7 working days (including customs clearance) China → Europe: 3-8 working days (connecting flights extended to 6-8 days) Sea freight Standard container transportation: 20-40 days (greatly affected by port congestion) LCL service: delivery time is 5-10 days longer than FCL 2、 Key influencing factors Customs clearance efficiency Developed countries usually complete it within 1-3 working days Special products (such as food/cosmetics) may have an additional 2-5 days Extreme situation delay The surge in holiday delivery volume may lead to delays of 30% -50% Adverse weather conditions can extend air freight delivery by 1-3 days Note: It is recommended to confirm the specific delivery time with the carrier in advance. Some dedicated logistics lines can provide a compromise solution of 7-15 days

1、 Domestic wholesale orders Standard delivery time Spot goods are usually shipped within 24 hours (some items that require transfer may take up to 2-7 days) The cut-off time is before 5:00 pm on working days (some warehouses in East/South China have extended it to 5:30 pm) Logistics delivery scope Delivery time: The 1688 platform defaults to shipping within 24 hours. Any delay must be reported proactively, otherwise the system will automatically cancel it Delivery within 3-5 working days for regular express delivery coverage areas (such as Shentong/Yunda) It takes 4-6 working days in remote areas such as Xinjiang/Xizang, and the freight is calculated from 20 yuan/kg 2、 Cross border wholesale orders FBA mode: Shipping within 24-48 hours after receiving from Amazon warehouse, delivery within 2-5 working days within the United States FBM self shipping: Economy logistics takes 15-30 days, international express delivery takes 3-7 days to arrive 3、 Special Service Description Customized products (such as OEM aromatherapy machines) require an additional 7-15 days of production cycle Note: The delivery time may be extended during holidays and promotional periods. It is recommended to confirm the production schedule with the supplier in advance

1、 Feasibility of mixing SKUs Domestic wholesale scene Supporting mixed batch is a common operation, but it is necessary to ensure that each SKU is individually packaged and correctly labeled Some suppliers require a minimum quantity of each SKU in the mixed order to meet the standard (such as a minimum of 50 pieces per batch) Cross border FBA shipment It is allowed to choose the "mixed goods" mode for shipment, but it must meet the following requirements: ✓ Each product is labeled with an independent FNSKU tag ✓ Provide accurate packing list (indicating the quantity and location of each SKU) 2、 Risks to be aware of Difficulty in inventory management Mixing may lead to a 30% -50% increase in inventory error rate Special industries (such as cosmetics) need to pay attention to the compliance differences of different SKUs Increased logistics losses Mixing SKUs of different sizes/weights may increase the rate of transportation damage 3、 Optimization suggestions System annotation: Clearly label "mixed SKU" in the order system and attach a detailed list 1 Packaging separation: Use compartmentalized packaging boxes to avoid product contact Cost estimation: Mixed loading may reduce shipping costs but increase management costs, requiring comprehensive evaluation Note: Some special products (such as hazardous chemical aromatherapy essential oils) may be prohibited from being mixed, and supplier policies need to be confirmed in advance

1、 Minimum order quantity standard Basic support Some manufacturers offer a minimum of 1 piece of spot wholesale (such as battery powered aromatherapy machines) Minimum order quantity for regular custom orders is 100 pieces (including packaging design and basic fragrance configuration) Special process requirements Ceramic/glass material products must meet a minimum order quantity of 1000 pieces Models with smart tags such as RFID require a minimum order of 200 pieces 2、 Flexible production solution Single order mode Through the supply chain platform, it is possible to participate in local order aggregation and share production lines to lower the minimum order threshold Standardized fragrances (such as lavender/jasmine) can be delivered in less than 12 days Modular selection Choosing the manufacturer's existing mold models (such as vase shapes) can waive the cost of mold making Support mixed wholesale (the same order includes multiple fragrance types, and the total quantity meets the standard) 3、 Cost optimization suggestions Select 1688 platform spot models Participating in ODM outsourcing mode can waive design and development costs (subject to acceptance of manufacturer's basic template) Note: Cross border orders should be noted that the minimum batch size may be higher than domestic orders (such as a simulated flame aroma diffuser that requires a minimum batch size of 1 but has higher logistics costs)

1、 Conventional customization process cycle Basic customization (using existing fragrance types) About 15 working days from signing to shipment (including 3-5 days for packaging material preparation and 7 days for production testing) The minimum order quantity of 100 units can be reduced to 12 days Deep customization (including formula development) Fragrance blending requires an additional 5-7 days (including 3 or more olfactory test adjustments) Complex functional design (such as APP control) requires an extension of 7-10 days for engineering testing 2、 Details of key process time consumption Remarks on the time consumption range of each stage Design confirmation takes 3-5 days, including 3D structural drawing review and modification Packaging procurement takes 3-7 days. Special processes (such as hot stamping) require an additional 5 days Fragrance blending takes 2-5 days. The new formula requires stability testing Equipment production takes 5-8 days, including assembly of core components such as atomization sheets 2-3 days of safety testing including sealing/electrical safety testing 3、 Accelerated customization plan Single order production Sharing the production line with other customers, the cycle can be compressed to 10 days (but fixed fragrance types are required) Modular design Choose the manufacturer's existing shell mold to save 3-4 days of mold opening time Note: Additional certification time needs to be reserved for exported products (such as 10 working days for CE certification and 1-2 weeks for FCC certification)

1、 Basic equipment Commercial fragrance machine Support LOGO customization service with a minimum order quantity of 1 unit, and enjoy tiered pricing for bulk purchases Some ceiling mounted models require specialized essential oils (such as the 45ml AE121 model), but the customization quantity limit is not clearly indicated 2、 Household Minicomputer The minimum order quantity for a portable 150ml essential oil aromatherapy machine is 2 boxes, and it supports private mold customization Bluetooth/WIFI smart models offer bulk customization discounts starting from 50 units 3、 Professional customized services Commercial systems using two fluid atomization technology support exclusive customization, but specific MOQ requirements have not been disclosed It is usually recommended to order a minimum of 100000 anti-counterfeiting label related supporting services to achieve cost optimization

1、 Design customization support Appearance design Accept industrial design documents (including 3D structural drawings and material specifications), and the manufacturer can optimize the mechanical structure to ensure atomization efficiency Support the implantation of brand elements (such as logo carving, magnetic replaceable accessories, and other creative designs) Functional innovation Can integrate intelligent modules (APP control/solar power supply, etc.), technical parameter documents are required Special structural design (such as animal shaped diffuser+white noise function) needs to be accompanied by engineering testing 2、 Design considerations Technical adaptability Ultrasonic atomization class needs to ensure design compatibility with microporous atomization sheet layout Large commercial models need to consider the structural strength of compressed air nozzles Compliance requirements Export to Europe and America requires reserved FCC/CE certification mark location (including wireless functional devices that need to apply for FCC ID separately) The material must comply with the RoHS directive (List of Restricted Hazardous Substances) 3、 Suggestions for cooperation process Intellectual Property Protection Suggest signing an NDA agreement, where the core design can apply for a design patent Sample verification Usually requires 3-5 sample iterations (testing atomization efficiency/structural stability, etc.) Production preparation The minimum order quantity is usually 50-100 units (complex designs may require higher requirements)