Shipping and Return Policy

At ESSENCE, we are committed to providing customers with high-quality products and a great shopping experience. We understand that there may be cases where a refund is necessary, and thus we have established the following refund policy to address such situations:

1. Refund Eligibility
1.1. Refunds are only applicable to products that are damaged during shipping and rendered unusable.
1.2. To be eligible for a refund, customers must notify us and provide proof of purchase within 14 days of receiving the damaged product.

2. Return Process
2.1. To initiate the refund process, customers must contact our customer service team or email us at info@essence-gem.com , providing detailed information about the damaged product.
2.2. Customers are responsible for arranging and paying for the return shipping of the damaged product.
2.3. Once we receive the returned product and verify its condition, a refund will be issued.
2.4. Refunds will be processed through the original payment channel used during the purchase.

3. Non-refundable Items
3.1. All other items are non-refundable unless they are damaged during shipping.

4. Return Shipping Fees
4.1. Customers are responsible for arranging and paying for the return shipping of the damaged product.
4.2. We recommend using a reliable shipping service with tracking capabilities to ensure the safe return of the product.

5. Refund Timeline
5.1. Once we receive the returned product, we will process the refund within 14 days.
5.2. The exact time for the refund amount to reflect in the customer's account may vary depending on the payment provider.

6. Modifications to the Refund Policy
6.1. ESSENCE reserves the right to modify or update this refund policy at any time. Any changes will take effect immediately upon posting the revised policy on our website.