Refund policy
Refund & Return Policy
At Essenzia, we take great care in packaging and delivering your orders. Your satisfaction is important to us, and we are committed to resolving any issues you may experience with your purchase.
Damaged or Defective Items
If you receive an item that is damaged, defective, or not in the condition described at the time of purchase, you are eligible for a refund, replacement, or exchange. To initiate a claim, please contact our customer service team within 48 hours of receiving your order and provide the following:
- Your order number
- A clear description of the damage or defect
- Photos of the damaged item and its packaging
How We Resolve It
Once we review your claim, our customer service team will work with you to find the best solution, which may include:
- Sending a replacement of the same item at no additional cost
- Exchanging the damaged item for another product of equal value
- Issuing a full refund to your original payment method, processed within 5–7 business days
Our team will always attempt to resolve the issue through a replacement or exchange first. A refund will be offered in cases where a replacement or exchange is not possible or not preferred by the customer.
Important Notes
- Claims must be submitted within 48 hours of delivery. Requests made after this window may not be eligible.
- Items must not have been used or tampered with beyond the damage received.
- This policy applies to damaged or defective items only. We do not accept returns or issue refunds for change of mind, incorrect fragrance selection, or personal preference