Return And Refund Policy
1. Return Window
We want you to love your purchase! If you change your mind, you have 14 days from the date of delivery to notify us of a return, and a further 14 days to send the item back to our warehouse.
2. Hygiene & Condition Requirements
For health and safety reasons, we can only accept returns on products that are:
-
Unopened and Unused: The item must be in its original, saleable condition.
-
Seals Intact: Any hygiene seals, shrink wrap, or tamper-evident stickers must be unbroken.
-
Original Packaging: All boxes, inserts, and accessories must be included.
Non-Returnable Items: Due to hygiene standards, we cannot accept returns on opened haircare (shampoos, oils, dyes), used makeup, or hair brushes/tools once they have been removed from their packaging.
3. Faulty or Damaged Items
If your order arrives damaged or is technically faulty (e.g., a defective hair dryer), please contact us at [Ebonyessence21@outlook.com]
within 48 hours of delivery. Please include your order number and clear photos of the damage. We will offer a full refund or provide a replacement.
4. How to Start a Return
-
Email [Ebonyessence21@outlook.com]
-
with your order number and the reason for return.
-
Authorisation: We will send you a Return Authorisation Number and the return shipping address.
-
Pack & Ship: Securely package your item. We recommend using a tracked service, as we are not responsible for items lost in transit.
-
Cost: Except for faulty goods, customers are responsible for the cost of return shipping.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5-7 business days back to your original payment method.