Refund policy

All orders placed on Essence.lk are non-refundable. Therefore, please read each product description carefully before placing the order.

Damaged or Faulty Product / Incorrect Item Received

If you receive a damaged or faulty product, or if you receive an incorrect item, contact us within 3 days of receiving the package. Share a brief description and a photo of the impacted item, along with the order number and your name as on the invoice. We'll arrange a replacement or offer an alternative after receiving the product back unopened, unused, and in its original packaging. Expect instructions from our Customer Service within 1 working day.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us by email or WhatsApp. Please note that returns will need to be handed over to the courier in the original packaging. We will guide you through the return process.

Missing Item in Order

Items missing from your order? Contact us within 2 days of receiving it. Include photos of the received items and the invoice, along with the order number and your name as per the invoice. We'll arrange a replacement or refund promptly.

Skin Reaction

For skin reactions, including allergies, we don't accept returns or refunds. Read product details and ingredients carefully. Do a patch test before use. If irritation occurs, discontinue use immediately.

Product Ineffectiveness

We cannot accept returns or exchanges for products that do not meet expectations. Individual results vary, and specific outcomes mentioned in product descriptions are not guaranteed.

Dissatisfaction with Product or Color

Our policy does not cover dislikes of a product, fragrance, or color after trying it. Research thoroughly before purchasing, as exact color matches may vary from photos.

Mistaken Purchase

Bought the wrong item by accident? We cannot refund or exchange it, so please choose carefully next time.

Order Cancellation

Card/Bank/COD Orders

We aim to hand over your package to the courier within 1 working day. Once it is out for delivery, we cannot stop it. If you want to cancel your order, let us know as early as possible.

Koko/Mintpay Orders

We are not able to refund Koko/Mintpay payments. We pay these payment providers a significant percentage of your order value, which will not be refunded to us in the event of a cancellation or refund. We appreciate your understanding regarding this.

Order Delay

We aim to hand over your package to the courier within 1 working day. If we take more than 3 working days to hand over the package to the courier, you are eligible for a full refund.

For any questions or concerns, please contact us on WhatsApp or email us. We will get back to you according to the priority of your request. We appreciate your understanding and value you as a customer.