Return & Refund Policy

Our Commitment

At Esscentum, we want you to feel confident when shopping with us. If your purchase isn't quite right, our return policy is designed to make the process as clear and straightforward as possible.

We accept eligible returns within 14 days of delivery, subject to the conditions outlined below.

Eligibility for Returns

To be eligible for a return:

  • The product must be unused and unopened
  • The product must be returned in its original condition and packaging
  • All original packaging, labels, seals, and included materials must be intact
  • You must provide your order number or proof of purchase
  • The return request must be submitted within 14 days of delivery

Due to the nature of fragrance products, we cannot accept returns of products that have been opened, used, sprayed, or otherwise altered.

All returned products are inspected upon receipt. Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return

To request a return, please contact us at info@esscentum.com within 14 days of receiving your order.

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Photos of the product and packaging, if applicable

Our team will review your request and, if approved, provide you with the return instructions and applicable return address.

Please do not send an item back before your return has been approved by our team.

Return Shipping

Standard Returns

For eligible returns that are not due to a defective, damaged, or incorrect item, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service and keeping your proof of shipment until your return has been received and processed.

Esscentum is not responsible for items lost or damaged while being returned to us unless the return was made using a return shipping method provided or arranged by Esscentum.

Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged, or different from what you ordered, please contact us as soon as possible after delivery.

For approved defective, damaged, or incorrect orders, Esscentum will cover the applicable return shipping costs and work with you to arrange an appropriate resolution.

Non-Returnable Items

The following items are not eligible for return:

  • Fragrances that have been opened, used, or sprayed
  • Products that are not returned in their original condition and packaging
  • Items that show signs of damage, alteration, or use after delivery
  • Sale or promotional items, unless they arrive damaged, defective, or incorrect
  • Gift cards

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We currently do not offer direct exchanges.

If you would like a different fragrance or product, you may return your eligible item in accordance with this policy and place a new order separately.

A new order is subject to product availability and current pricing.

Sale Items

Sale and promotional items are final sale and are not eligible for return or refund unless the item arrives damaged, defective, or incorrect.

All other applicable conditions outlined in this policy continue to apply.

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or contains an incorrect item, contact us as soon as possible at info@esscentum.com.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and shipping box, where applicable

This information helps us review the issue and provide a resolution as quickly as possible.

For approved claims involving damaged, defective, or incorrect items, Esscentum will provide an appropriate resolution, which may include a replacement or full refund.

Refunds

Refund Method

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds are issued to the original payment method used to place the order.

Refund Processing Time

Once your return has been received and approved, please allow up to 10 business days for Esscentum to process your refund.

After the refund has been processed, your bank or payment provider may require additional time to make the funds available in your account.

If you have not received your refund after the applicable processing period, please contact us at info@esscentum.com.

Refund Amount

For eligible returns, the refund will cover the purchase price of the returned product.

Original shipping charges are non-refundable, except where the return is due to a damaged, defective, or incorrect item, or where otherwise required by applicable law.

International Returns

Customers placing international orders are responsible for any applicable return shipping costs unless the item is defective, damaged, or incorrect.

When returning an international order, customers are also responsible for following the applicable shipping and customs requirements for the return shipment.

Any customs duties, taxes, or import fees originally paid may be subject to the rules of the destination country and may not be refundable by Esscentum.

EU Right of Withdrawal

For orders delivered to the European Union, customers may have a statutory 14-day right of withdrawal under applicable consumer protection laws.

This right may apply regardless of our standard return policy and is subject to applicable legal exceptions.

Where the statutory right of withdrawal applies, the relevant legal requirements regarding returns, refunds, and return shipping will apply.

Contact Us

If you have any questions about our return or refund policy, please contact us:

Email: info@esscentum.com

For order-related enquiries, please include your order number so that our team can assist you as quickly as possible.

We're here to make your experience with Esscentum as clear and seamless as possible.