Refund & Returns Policy
Your satisfaction is our priority
At ESSENCER, we are committed to ensuring your complete satisfaction with every purchase. We understand that sometimes issues may arise, and we're here to make things right. Please review our comprehensive refund and returns policy below.
Eligible Refund Cases
We offer a 7-day refund period from the date of delivery for the following valid reasons:
🔨 Complete Shipment Arrives Broken or Damaged
If your entire order or individual items arrive with physical damage, broken bottles, or compromised packaging that affects product quality.
📝 Product Does Not Match Key Description
If the product you receive differs significantly from the description on our website, including fragrance name, brand, size, or concentration.
❌ Wrong Item or Incorrect Quantity
If you receive a different product than what you ordered, or if the quantity delivered does not match your order confirmation.
✨ Our Guarantee: For valid refund cases, you will never be charged any hidden penalty fees, surcharges, or return shipping costs.
Refund Claim Verification
To ensure a smooth refund process and prevent fraudulent claims, we require proper documentation to validate your refund request:
Required Evidence
- 📸Clear Photos: High-quality images showing the package exterior, packaging materials, and the damaged or incorrect product
- 🎥Unboxing Video: For damaged items, a video showing the condition of the package upon arrival and while opening (if available)
- 📋Order Details: Your order number and a brief description of the issue
Refund Assessment
Based on the evidence provided and the extent of damage or discrepancy, we will offer:
Full Refund
Issued when the product is completely unusable, severely damaged, or entirely incorrect
Partial Refund
Offered when there is minor damage or partial loss, with compensation proportional to the issue
Product Return Process
If your refund claim cannot be adequately validated through images and videos alone, or if we require physical inspection, you will need to return the product:
Return Methods
🏪 Return to Store
- • Visit our physical store location during business hours
- • Bring the product in its original packaging with all accessories
- • Present your order confirmation or receipt
- • Our staff will inspect the product immediately
📦 Courier Service (Self-Arranged)
- • Choose your preferred courier service
- • Ensure proper packaging to prevent damage during transit
- • Ship to our returns processing center (address will be provided)
- • Retain tracking information for your records
🚚 Pickup Service (For Eligible Cases)
- • We can arrange pickup from your location
- • Available for validated claims meeting our criteria
- • Schedule pickup through customer support
- • Courier charges may apply (see details below)
Return Conditions
Original Packaging Required: Products must be in original packaging with all labels, boxes, and accessories intact
Unused Condition: For cases other than damage, products should be unused with seals unbroken (damaged items exempt from this requirement)
No Customer-Caused Damage: Products damaged during customer custody (after delivery) will void the refund request
Inspection Process
- Upon receiving the returned product, our quality control team will conduct a thorough inspection
- We verify the product condition, packaging integrity, and compare against your initial claim
- If any damage occurred during customer custody (not shipping-related), the refund request will be voided
- You will be notified of the inspection results within 2-3 business days
Refund Methods
Once your refund is approved, we offer multiple convenient refund options:
Cash Refund
- • Available for in-store returns
- • Issued immediately after successful inspection
- • Valid ID required for collection
- • Cash only for orders paid in cash
Card Refund
- • Refunded to original payment card
- • Processing time: 7-10 business days
- • Check your bank statement after this period
- • Contact us if not received within 10 days
Bank Deposit
- • Issued after product inspection
- • Provide bank account details
- • Processing time: 3-5 business days
- • Confirmation sent via email
Important: Delivery/shipping charges are non-refundable except in cases where we shipped the wrong item or a damaged product. Refunds only cover the product cost.
Return Shipping Costs
Free Return Shipping (Our Responsibility)
We cover all return shipping costs when the issue is our fault, including:
- • Product arrived damaged during shipping
- • Wrong item was sent to you
- • Product significantly differs from description
- • Quantity mismatch
Customer Pays Return Shipping
You are responsible for return shipping costs in these scenarios:
- • Change of mind (if returns are accepted)
- • Ordered wrong product by mistake
- • No longer want the item
- • Product damaged in your custody after delivery
Note: Return courier charges may differ from standard delivery rates and are typically higher. Both pickup and delivery courier fees apply when arranging our pickup service for customer-responsibility returns.
Non-Refundable Cases
To maintain quality standards and protect all customers, we cannot accept refund requests for the following reasons:
Change of Mind
"I don't like the fragrance" or "I don't want it anymore" after receiving an unopened, undamaged product
Fragrance Preference Issues
Dislike of scent, longevity complaints, or skin chemistry reactions (fragrance is subjective and varies per individual)
Opened/Used Products
Perfumes and decants that have been opened, tested, or used (for hygiene and authenticity reasons)
Customer-Caused Damage
Damage that occurred after delivery while in your possession
Late Refund Requests
Claims submitted after the 7-day refund period has expired
Insufficient Evidence
Claims without proper photo/video documentation that cannot be validated
How to Request a Refund
- 1
Contact Customer Support
Email us at support@essencer.com within 7 days of receiving your order. Include your order number and a detailed description of the issue.
- 2
Provide Documentation
Submit clear photos and videos showing the damage, incorrect item, or discrepancy. The more evidence you provide, the faster we can process your claim.
- 3
Claim Review
Our team will review your claim within 1-2 business days and determine if a refund is warranted or if the product needs to be returned for inspection.
- 4
Return Product (If Required)
If a physical return is needed, we'll provide instructions on how to return the item. Follow the return methods outlined above.
- 5
Receive Refund
Once approved, your refund will be processed using your chosen refund method. You'll receive confirmation via email with expected timelines.
Questions or Concerns?
If you have any questions about our refund and returns policy, or need assistance with a specific case, please don't hesitate to contact us:
Email: support@essencer.com
Response Time: Within 24 hours on business days
This policy was last updated on December 15, 2025
We reserve the right to update this policy at any time. Changes will be effective immediately upon posting.