Our Return Policy

Return of Goods:

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 14 days of delivery. Please include the tracking number. Upon receipt of the goods, the purchase price will be refunded. All returns must be registered via our customer service.

I Have Received a Faulty Item:

If you receive a faulty item, please contact our support team immediately with the following information:

• Your order number.
• Which item is damaged.
• A detailed description of the fault.
• Photographic evidence.

If your parcel has been damaged upon delivery, take a photo and send it directly to our customer service team. Claims for damaged parcels must be made within 7 days of the delivery date. We cannot issue a refund, credit note, or replacement without proof of damage, confirmed by our support team.

I Have Received the Wrong Item:

In the unlikely event that you receive the wrong item, please contact our support team immediately and provide:

• Your order number.
• The name of the item you did not receive.
• The name of the item you did receive.
• A photo of the item you received.

Exchange:

Unfortunately, we do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and then place a new order for the correct product.

For Faulty Products:

If the product is faulty, has been damaged in transit, or is defective, there is no charge for the return.

If You Want to Return the Item(s):

If you have purchased the wrong product, it does not fit, or you no longer want it, you are responsible for the actual cost of return shipping and the return receipt.

Return Address:

Unit 2A, 17/F, Glenealy Tower, No.1 Glenealy Central, Hong Kong S.A.R

Customer Support:

Please do not hesitate to always reach out to our customer support as well: essensa-shop.com