We will always work hard to solve any problem you might have with one of our products. We offer a one-year limited warranty on Essence products sold through our website and authorized retailers. We warrant our retail hardware products to be free of defects in materials and workmanship that result in failure during normal usage.
This warranty is extended to the original end-user purchaser, beginning at the time of retail purchase. This limited warranty is the sole and exclusive remedy, offered in lieu of all other warranties, expressed or implied. Essence will not be liable for any indirect, incidental, or punitive damages arising from use of this product.
This limited warranty does not cover misuse, unauthorized modifications, and external causes such as acts of nature. This warranty does not cover normal wear and tear, or damage to any non-Essence product used in connection with this product. This Warranty does not apply to damage caused by accident, abuse, misuse or modification of the Product. This warranty excludes without limitation any scratching or surface damage to any non-Essence product, even if packaged with or sold with the Product.
It our pledge to send our customer the best quality products. In case you are not satisfied with any of our products received, you can return it for exchange. Below are the instructions:
-Within 14 days of the delivery of order, please send an e-mail to
requesting for the exchange.
-When there is no quality issue, return shipping fee would be at customer's expense. Moreover, we would apply a 20% restocking fee per returned item.
-Items will only be returned if they are unused and must be packed in the original packaging, including any accessories, manuals, and documentation that shipped with
-When the issue is related to quality, we would compensate the return shipping fees and the defective item will be replaced at our cost.
Returns and Exchanges for Quality Issues:
For any return request due to quality issue with our products, you would be instructed to send photos to detaily state the problem to our customer service. Once the item is validated as defective, we will provide customer with a shipping address to return the product.
Return shipping fees would be at the charge of the customer, however compensation will be offered against those shipping costs. And Essence will, at its discretion, ship a replacement to you postage paid.
Item returned for defective reason will be exchanged for the same model or of a similar style, or a substitute equivalent that may not be of like kind (depending on availability.) in good condition.
How to exchange/return products:
2. In this Email, please provide the following information
a. Your full name and address
b. The name/model and serail number of the product
c. The date the order was received.
d. The reason why you would like to return your items.
3. Upon receipt of your return request, our Customer Service will provide you the return address.
4. Upon receipt of this address, please ship back the items to the indicated return address and indicate the tracking number of your return parcel.
5. As soon as your returned package is received by us, our Shipping Department will process your replacement and you will receive a new tracking number to monitor your shipment until it reaches you.
According to the policy of Essence Store, we can not process any request concerned with the refund of money after the order has been shipped. However, we always try our best to accommodate customers and handle exchanges on their request.
If an order settled by credit card is cancelled before its shipment, and if the client requests a refund, we would do so but a USD 20 charge would apply for processing this refund. Indeed, those fees correspond to the charges applied to us by payment gateway for handling a refund.
Please note that returned items are subject to final inspection before exchange is processed. Please kindly allow 5 to 10 business days for an exchange to be processed.
Essence strives to do the best in all aspects of customer service, and we are also inspired you will be highly satisfied with the quality of our products and of our good service.