1. OUR REFUND POLICY
At Essence Original, we want you to love your purchase! If you change your mind, you have 28 calendar days to cancel your order after receiving it. This period starts the day after delivery. If your order is split into multiple deliveries, the cancellation period begins once you receive all items. For detailed return instructions, see paragraph 5 below.
As a consumer in Australia, you have certain rights regarding goods and services. If you receive a product with a major fault, you may reject it, and at our discretion, we can offer a refund, exchange, or repair. For minor faults, we may repair, replace, or issue a refund within a reasonable timeframe. Your statutory rights remain unaffected.
Please note the following for returns (except for faulty items, see paragraph 3):
- Items must be returned within 28 days of notifying us of your intention to return.
- All returned items should be in original condition with packaging.
- Skincare and beauty products cannot be returned once opened or if the seal is broken.
Your legal rights are unaffected by this policy.
2. RESTRICTIONS TO YOUR ACCOUNT
We reserve the right to block your account if you violate our Returns Policy, Terms of Use, or Terms and Conditions of Sale. This includes returning items in a used condition or failing to return items from cancelled orders.
In cases of suspected fraud, such as suspicious return claims or discrepancies with orders, we may withhold refunds and restrict future orders. If you believe an error has occurred, please contact us at teamessenceoriginal@gmail.com.
If your account is restricted and you have a valid return, reach out for assistance. You may be responsible for return shipping costs, and we reserve the right to take legal action for suspected fraud.
Your legal rights are unaffected by this policy.
3. FAULTY GOODS
If you receive a faulty item, please contact us at teamessenceoriginal@gmail.com as soon as you discover the fault. To expedite the resolution, please provide the following:
- Your Name
- Order Number
- Date of Purchase
- Date of Discovery of Fault
- Product Name and Code
- Description of the Fault
- Picture and/or Video of Fault
Once we receive this information, we will assess the issue. If the item is confirmed faulty, we may offer a repair, replacement, or refund at our discretion, in accordance with applicable law.
Rest assured, all information will be handled according to our Privacy Policy, available on our website.
4. CONTACTING US TO CANCEL YOUR ORDER
To cancel your order due to change of mind, please contact us via email at teamessenceoriginal@gmail.com. If you’ve already received your order, you’ll need to return the items to us for a full refund as per our returns policy.
Ensure items are returned in new, unused condition with labels attached, and wherever possible, in the original packaging. Refunds will not be issued for items not compliant with our returns policy.
5. HOW TO RETURN AN ITEM & COSTS
For returns, you’ll need to cover shipping costs. Please follow these steps:
- Repack your items securely.
- Contact us for a return label or use the returns portal if available.
- Keep proof of postage for tracking.
If you do not use the portal, please clearly mark the return parcel with "Return to supplier."
For any questions or further assistance, reach out to us at teamessenceoriginal@gmail.com.