Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return for personal reasons or change of mind, your item must be in the same condition that you received it, unworn or unused, with all accessories, tags, and original packaging included. You will also need your receipt or proof of purchase.
To start a return, please contact us at support@shopessentix.com.
Returns must be approved by our customer support team before being sent back. Items returned without first requesting and receiving return authorization may not be accepted.
Change of Mind / Personal-Reason Returns
If you wish to return an item because you changed your mind, ordered the wrong item, no longer want the product, or for another reason unrelated to a defect, damage, or fulfillment error, you may request a return within 30 days of receiving your order, subject to the eligibility requirements above.
For returns made for personal reasons, the customer is responsible for all international return shipping costs. We do not provide prepaid return shipping labels for change-of-mind or personal-reason returns.
Return shipping costs are non-refundable. We strongly recommend using a trackable shipping service, as Essentix cannot be responsible for returned parcels that are lost or undelivered in transit.
Any applicable refund will only be processed after the returned item has been received and inspected.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if your item arrives damaged, defective, or different from what you ordered.
To evaluate a product-quality or defect claim, customers must provide:
- Clear photos showing the issue;
- Clear video evidence demonstrating the defect or malfunction, where applicable; and
- The order number and a description of the problem.
We may request additional photos, videos, or information where reasonably necessary to verify the issue.
Once the evidence has been reviewed and the issue has been confirmed, we will provide an appropriate resolution, which may include a replacement, refund, or other remedy depending on the circumstances and any rights available to you under applicable consumer law.
For confirmed damaged, defective, or incorrect items, customers will not be required to bear return shipping costs where applicable.
Please note that normal wear and tear, accidental damage, misuse, improper handling, failure to follow product instructions, or damage caused after delivery are not considered product defects.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods such as food, flowers, or plants; custom or personalized products; and certain personal-care or hygiene-sensitive goods where permitted by applicable law.
We also do not accept returns of hazardous materials, flammable liquids, or gases.
Please contact us at support@shopessentix.com if you have questions about whether a particular item is eligible for return.
Gift cards are non-returnable.
For sale or promotional items, any restrictions will be subject to applicable consumer law. Statutory consumer rights are not affected by a product being sold at a discounted price.
Exchanges
If you would like a different product, size, or variant, please contact us first.
Where an exchange is approved, the fastest option may be to return the original item and place a separate order for the replacement item once the return has been accepted.
For exchanges requested for personal reasons, the customer may be responsible for applicable international return shipping costs.
European Union 14-Day Cooling-Off Period
If your order is delivered to a consumer in the European Union and the applicable EU right of withdrawal applies, you generally have the right to cancel or return your online order within 14 days after receiving the goods, without providing a reason. Certain product categories are legally exempt from this right.
For returns made under the EU cooling-off right because of a change of mind, the customer is responsible for the direct cost of returning the goods, including international return shipping costs, unless applicable law requires otherwise or Essentix has expressly agreed to cover those costs. EU rules permit businesses to place the direct return cost on the consumer when the customer has been informed of this in advance.
The item should only be handled to the extent reasonably necessary to establish its nature, characteristics, and functionality. Any reduction in value resulting from handling beyond that may be deducted where permitted by applicable law.
Nothing in this policy limits any mandatory rights you may have under applicable EU or national consumer-protection laws, including rights relating to faulty or non-conforming goods.
Refunds
We will notify you once we have received and inspected your approved return and inform you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank, credit-card provider, or payment processor to process and post the refund.
For returns made for personal reasons, any international return shipping costs paid by the customer are not refundable.
For defective, damaged, or incorrect-item claims, refunds or other remedies will be considered once the required supporting evidence has been submitted and the claim has been reviewed.
If more than 15 business days have passed since we notified you that your refund was approved, please contact us at support@shopessentix.com.
Questions
For any questions regarding returns, refunds, damaged products, or order issues, please contact us at: