Refund Policy

14-Day Return & Refund Policy

Customers may submit an eligible return or refund request within 14 days from the date of delivery.

Requests submitted after the 14-day period may not be accepted.

All return and refund requests are subject to the eligibility conditions, product condition requirements, and verification process described in this policy.

Eligible Return or Refund Requests

A product may qualify for review under this policy if:

• The wrong product was delivered.
• The product arrived physically damaged.
• A perfume bottle arrived broken or leaking.
• A product is missing from the delivered parcel.
• The quantity received is different from the confirmed order.
• The product has a verified manufacturing defect.
• The product received is materially different from the confirmed order.

Approval of any request is subject to review and verification by Essence De Royal.

Product Condition Requirements

Unless the claim relates to a damaged, defective, leaking, or incorrect product, returned items must be:

• Unused
• Unworn
• Unwashed
• Unopened
• Unaltered
• In their original condition
• In their original packaging
• Complete with tags, seals, accessories, and included items

Essence De Royal reserves the right to reject a return if the product does not meet these conditions.

Perfume Returns

Due to the nature of fragrance products, perfumes that have been opened, sprayed, used, or altered cannot normally be returned based on personal preference.

A perfume may still qualify for review if it was received:

• Broken
• Leaking
• Incorrect
• Damaged during delivery
• With a verified manufacturing defect

Customers should keep the product, bottle, packaging, and parcel in the condition in which they were received until the claim has been reviewed.

Fragrance Performance

Fragrance perception and performance can vary between individuals. Factors such as skin type, weather, temperature, storage conditions, application method, and personal preference may affect how a fragrance smells or performs.

Differences in fragrance preference, projection, longevity, or scent perception are not normally considered product defects.

Non-Returnable Situations

Returns or refunds will not normally be approved in the following situations:

• Change of mind after using or opening the product.
• Personal dislike of a fragrance.
• Fragrance notes not matching personal expectations.
• Longevity or projection varying due to skin type, weather, environment, or application.
• Minor packaging differences between production batches.
• Products damaged after delivery by the customer.
• Products stored or handled incorrectly after delivery.
• Items returned without their original packaging.
• Items missing seals, tags, accessories, or included products.
• Products purchased from an unauthorised third party.
• Requests submitted after the 14-day policy period.

Personal Care Products

For hygiene and safety reasons, opened or used personal care products cannot normally be returned.

An exception may apply where the product arrived damaged, defective, leaking, incorrect, or otherwise eligible under this policy.

Sale & Promotional Items

Products purchased during sales, promotional campaigns, bundles, or discounted offers are subject to the same quality standards as regular-priced products.

However, sale or promotional items may only qualify for a return or refund where:

• The wrong product was delivered.
• The product arrived damaged.
• The product has a verified manufacturing defect.
• The order is incomplete.

Free promotional gifts do not carry a separate cash value and cannot normally be exchanged for cash.

Parcel Opening Evidence

For claims involving damaged, leaking, broken, incorrect, or missing products, customers are strongly advised to record a clear and uninterrupted parcel-opening video.

The video should clearly show:

• The shipping label
• The sealed condition of the parcel
• The complete parcel-opening process
• All products received
• Any visible damage, leakage, missing item, or incorrect product

Clear supporting evidence helps our team investigate and resolve claims more efficiently.

Information Required for a Claim

When contacting Essence De Royal regarding a return or refund, please provide:

• Your order number
• Full customer name
• Registered phone number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the parcel and packaging
• A photograph of the shipping label, where applicable
• The parcel-opening video, where applicable

How to Request a Return

Please contact Essence De Royal within 14 days of receiving your order before sending any product back.

Do not return a product without receiving instructions from our customer support team.

Once the initial request has been reviewed, our team will provide further instructions where the return is eligible.

Return Packaging

Products approved for return must be securely packed to prevent damage during transit.

The returned parcel should include all original packaging, boxes, accessories, labels, seals, promotional items, and other contents supplied with the product where applicable.

Essence De Royal may reject a return if the returned item is damaged due to insufficient or inappropriate return packaging.

Return Shipping Charges

Where the return is approved because Essence De Royal delivered an incorrect, damaged, defective, or incomplete product, reasonable return shipping arrangements may be provided or covered by Essence De Royal.

Where a return is approved for another reason, the customer may be responsible for the applicable return delivery charges.

Customers should receive return instructions from our team before arranging shipment.

Inspection of Returned Products

All returned products are subject to inspection after they are received by Essence De Royal.

The inspection may verify:

• The condition of the product
• The original packaging
• Product seals and tags
• Accessories and included items
• The reason for the return
• Evidence submitted with the claim

Sending a product back does not automatically guarantee a refund, exchange, or replacement.

Approved Resolutions

Depending on the circumstances, product availability, and the result of our review, an approved claim may be resolved through:

• Replacement with the same product
• Exchange for another eligible product
• Store credit
• Voucher or credit note
• Refund of the approved amount

Where the same product is available, a replacement may be offered. If a replacement is unavailable, another suitable resolution may be offered.

Refund Processing

Once a refund request has been approved and the required return process has been completed, Essence De Royal will initiate the approved refund.

Refunds for online payments will generally be processed through the original payment method where possible.

For Cash on Delivery orders, an approved refund may be processed through a verified bank account or another agreed payment method.

After Essence De Royal initiates a refund, the time required for the amount to appear may depend on the customer's bank, card provider, payment gateway, or payment service.

Cancelled Prepaid Orders

If an eligible prepaid order is successfully cancelled before dispatch, the amount paid may be refunded through the original payment method or another approved method.

If an ordered product becomes unavailable after payment has been received, Essence De Royal may offer an alternative product, store credit, or a refund of the applicable amount.

Refused or Undelivered Orders

For prepaid orders that are refused without a valid reason or are returned because of incorrect customer information, customer unavailability, or repeated failed delivery attempts, applicable shipping or return courier charges may be deducted where appropriate.

Any approved refund will be considered after the parcel has returned and its condition has been reviewed.

Damaged During Return Transit

Customers are responsible for securely packaging approved return items until they reach the designated return location.

Products damaged because of insufficient return packaging may not qualify for the originally approved resolution.

Policy Misuse

Essence De Royal reserves the right to reject claims involving suspected misuse, fraud, or manipulated evidence.

This may include:

• False information
• Manipulated photographs or videos
• Product substitution
• Deliberate product damage
• Repeated fraudulent claims
• Unauthorised payment disputes

Changes to This Refund Policy

Essence De Royal may update this Refund Policy when necessary to reflect changes in our products, services, operational requirements, or business practices.

Any revised version will be published on this page.