Refund Policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS; CHARGES APPLY.

 

Returns

 

Is it possible to return my order?

Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.

 

In this case, the order must meet the following conditions:

 

1. The order still contains all the appropriate parts and components, and the packaging has arrived in the same condition as the product.

2. Normal handling of the product is evident; breakage due to careless handling is excluded.

3. Products for which hygiene is important have been thoroughly cleaned before the return process begins.

4. The product has been found to be defective immediately upon receipt.

5. Shipping costs may be charged to the customer.

6. A return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

 

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

 

How can I return my order?

If your order meets the above conditions, follow these steps to initiate the returns process:

 

1. Send an email to: essencemelbourne@gmail.com.

2. Make sure the email includes the following details:

• Order number

• Reason for the return request

• Photo of the product (in case of breakage)

• First name and last name of the customer

• Address of the customer

 

We will review your request and provide you with the return address.

 

Important: Never send the return to the sender address on the package. We will provide the correct address after receiving your request. Customers are responsible for the shipping costs of returning the product.

 

STORNOBAU

 

Consumers have a right of withdrawal under the following provision if the consumer is a natural person who enters into a legal transaction for purposes not predominantly related to their commercial or professional activity.

 

A. CANCELLATION CONDITIONS

 

Right of cancellation

The cancellation period is 14 days from the day you (or a third party named by you, who is not the carrier) have received or accepted the last goods.

 

Due to our fully automated system, orders are processed as soon as they are placed. Therefore, the shipping process cannot be interrupted once initiated. Refunds are not possible until receipt of the goods.

 

To exercise your right of withdrawal:

 

• Inform us (Essence Melbourne) of your decision to withdraw from this contract by providing a clear declaration (e.g., by email).

• The withdrawal process is completed once we receive the goods. The cost of returning the goods shall be borne by the buyer.

 

Record for shipments in transit

As our goods are shipped from Asia, there may be longer transit times beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then proceed with the return process.

 

To expedite your return, please send us a shipping confirmation.

 

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, excluding delivery costs (except additional costs incurred due to your choice of a delivery type other than the cheapest standard delivery we offer). Refunds will be processed without delay and no later than 14 days from the day we receive notice of your withdrawal and receipt of the goods.

 

Refunds will be made using the same payment method you used for the original transaction, unless expressly agreed otherwise. You will not be charged any additional fees for this repayment.

 

ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.