Refund policy

Last Updated: August 2026

At Essentia, we want you to be happy with your purchase. Due to the personal-care and cosmetic nature of our products, we maintain the following return and refund policy to ensure the health, safety, and hygiene of our customers.

Eligibility for Returns

We accept returns only in the following circumstances:

  • The product received is damaged or defective.

  • The wrong product was sent.

To be eligible for a return or replacement, you must contact us within 48 hours of receiving your order.

Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns or exchanges on products that have been:

  • Opened or used

  • Removed from their original packaging

  • Damaged after delivery due to customer handling

  • Purchased during a sale or promotional offer

We cannot accept returns simply because a customer has changed their mind or does not like the texture, fragrance, shade, or personal experience of a product after opening or using it.

Damaged or Incorrect Products

If you receive a damaged or incorrect product, please contact us within 48 hours via Instagram: @essentiaofficialpk.

Please include:

  • Your order number

  • Photographs of the product

  • Photographs of the packaging

  • A brief description of the issue

  • Video evidence, where applicable

Our team will review the request and determine whether the product qualifies for a replacement or refund.

No Refunds

Essentia does not offer refunds, cash refunds, or monetary reimbursements for orders. Approved claims will be resolved through product replacement only.

Shipping charges for an approved replacement due to a damaged, defective, or incorrect product will be covered by Essentia.

Order Cancellation

Orders may be cancelled only if they have not yet been processed or dispatched.

Once an order has been dispatched, it may no longer be cancelled and will be subject to our return policy.

Non-Refundable Charges

Shipping charges, where applicable, may be non-refundable.

Refused Deliveries & Returned Orders

Customers are requested to place orders only when they intend to accept delivery. If an order is refused, remains unclaimed, or is returned to Essentia due to customer unavailability, incorrect information, or refusal to receive the parcel, the order will be recorded as a returned shipment.

Repeated instances of returned or refused orders may result in the customer being placed on Essentia’s restricted customer list. Customers on this list may still place orders; however, all future orders will be processed only against advance payment, and Essentia reserves the right to decline orders where there is a repeated history of unaccepted deliveries.

Essentia also reserves the right to recover any shipping or handling charges incurred as a result of refused or returned shipments, where applicable.