Refund policy

Return Policy

1. Return Eligibility
Due to the nature of our business, De Essence only accepts returns for goods damaged during transit from our fulfillment center to the U.S. freight forwarder. To qualify for a return, customers must notify our customer service team within 10 business days of delivery to the freight forwarder.

2. Return Process
To initiate a return:

• Contact our customer service department within 10 business days of the delivery date to your freight forwarder. Please provide your order number and evidence of damage (e.g., photos).
• Once approved, ship the damaged items back to the return address provided by our team. Customers are responsible for the return shipping costs, if applicable.

3. Refunds
Upon receipt and inspection of the returned item, we will process a refund to your original payment method within 7-10 business days. Shipping fees are non-refundable.

4. Damaged Items
If an item arrives damaged at the freight forwarder, please contact us within 10 business days so we can assist in arranging a replacement or refund as applicable.

5. Non-Returnable Items
Products that are not damaged in transit are not eligible for return or refund due to the wholesale terms of purchase.

6. Final Responsibility
Once products are delivered to your address or designated freight forwarder, De Essence is not responsible for any damage, loss, or issues that may occur during the subsequent shipment. Please address such concerns directly with your freight forwarder.

7. Contact Us
For questions about our return policy, please contact customer service at deessence.customerservice@gmail.com.