Refunds & Returns Policy

1. Overview

At Essensa Naturale Inc., we are committed to your satisfaction. We want you to be completely happy and satisfied with your EssensaShop purchase. This Refunds and Returns Policy outlines the process for returning products and receiving a refund or replacement.

This policy applies to all purchases made through the official EssensaShop website.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• The return request must be initiated within seven (7) calendar days from the date of delivery.
• The item must be in its original, unused, and unopened condition, with all original tags, labels, and packaging intact.
• The item must not be on our list of non-returnable goods (see Section 4).
• Proof of purchase, such as your order number, invoice, or receipt, must be provided.

3. Reasons for Return

We will accept returns for the following reasons:

• Damage or Defective Product: The item arrived damaged, or it is defective and not functioning as intended upon receipt.
• Incorrect Item: You received a different product from what you ordered.
• Missing Item: An item is missing from your order.

4. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

• Products that have been opened, used, or tampered with.
• Personal care or beauty products where the seal has been broken.
• Consumable goods (e.g., food, supplements) where the packaging has been opened.
• Items marked as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase.

5. How to Initiate a Return

To start a return process, please follow these steps:

1. Contact Customer Support: Email us at customerservice@essensanaturale.org or call us at +(02) 8284 3577 within seven (7) days of receiving your order.
2. Provide Details: In your email or call, provide the following information:
   • Your order number.
   • The name of the item(s) you wish to return.
   • The reason for the return (e.g., damaged, incorrect item).
   • Photos or videos clearly showing the issue (for damaged or incorrect items).
3. Receive Instructions: Our customer support team will review your request and provide you with detailed instructions on how to return the item. This may include a return address and a Return Merchandise Authorization (RMA) number. Do not send the item back without first receiving an RMA number.

6. Return Shipping

• For Damaged/Defective/Incorrect Items: Essensa Naturale Inc. will cover the cost of return shipping. We will provide you with a shipping label or arrange for a pick-up.
• For All Other Valid Reasons: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

7. Refunds

Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within five-ten business days.
• Late or Missing Refunds: If you haven't received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact us at customerservice@essensanaturale.org.

8. Replacements (For Damaged/Defective/Incorrect Items)

If you received a damaged, defective, or incorrect item, you have the option of requesting a replacement instead of a refund. Once your return is approved, we will ship a replacement item to you free of charge, subject to product availability. If the item is out of stock, we will issue a full refund.

9. Order Cancellation

We process orders quickly to ensure fast delivery. Therefore, we can only accept order cancellation requests within twelve (12) hours of the order being placed. If you need to cancel your order, please contact our Customer Support team within twelve (12) hours of the order being placed. If your order has already been processed or shipped, we will not be able to cancel it, and you will need to follow the standard returns process.

10. Contact Us