At Escentials Store, we are committed to ensuring your complete satisfaction with our luxury fragrances and premium self-care products. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process.

Return & Exchange Eligibility

We accept returns and exchanges for items within 15 days of your receipt of the order. To be eligible for a return or exchange, your item must be:

  • In its original, unopened condition with seals intact
  • In the original packaging with all labels attached
  • Accompanied by the original receipt or proof of purchase
  • Not included in our non-returnable items list (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges on the following products:

  • Body Mists and Oils (opened or used)
  • Eau de Cologne, Eau de Parfum, Eau de Toilette, and Extrait de Parfum (opened or used)
  • Hair Perfume (opened or used)
  • Cleansers and Toners (opened or used)
  • Facial Oils and Face Mists (opened or used)
  • Hand Wash (opened or used)
  • Deodorant (opened or used)

These items cannot be returned for hygiene reasons once opened or used. We can only accept returns if these products arrive damaged or defective.

Return Process

Follow these simple steps to initiate a return or exchange:

Step 1: Submit a Return Request

Within 15 days of receiving your order, contact our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Escentials Store Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – damaged, wrong item, etc.] I have reviewed the return policy and confirm that the item(s) meet the return criteria. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Step 2: Receive Return Authorization

Our customer service team will respond within 24 hours during business days with:

  • A Return Merchandise Authorization (RMA) number
  • Shipping instructions and return address
  • Any additional instructions specific to your return

Step 3: Ship Your Return

Package your item(s) securely in the original packaging, include the RMA number clearly on the outside of the package, and ship to the address provided. We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.

Step 4: Processing

Once we receive your return, we will inspect the items and process your refund or exchange within 5-7 business days. You will receive email notification once your return has been processed.

Refund Information

Refund Timing

Refunds will be processed within 7-10 business days after we receive and inspect your return.

Refund Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 7-10 business days for the refund to appear on your statement
  • PayPal: 3-5 business days for the refund to process to your PayPal account

Please note that shipping charges are non-refundable unless the return is due to our error.

Exchanges

If you need to exchange an item for a different product, please indicate this in your return request. We will process the exchange once we receive your returned item. If the exchange item has a different price, we will either refund the difference or charge the remaining balance accordingly.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damaged item and packaging. We will arrange for a replacement at no additional cost to you, including covering return shipping.

Important Notes

  • Returns must be initiated within 15 days of delivery
  • Items must be unopened and in original condition with packaging
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • International returns may be subject to customs fees and import duties, which are non-refundable
  • Sale items are final sale and cannot be returned or exchanged

Need Assistance?

Our dedicated customer service team is here to help with any questions about returns or exchanges.

Email: [email protected]

Response Time: Within 24 hours during business days

Business Address: Escentials Store, 1877 Park Street, San Jose, US 95113

Thank you for choosing Escentials Store. We appreciate your business and are committed to ensuring your complete satisfaction with our luxury fragrance and self-care collections.