Refund policy

Return and Refunds

Last updated: May 2026

All Sales Are Final

Due to the personal and hygienic nature of perfumes, all sales are final. We do not accept returns or issue refunds for change of mind, fragrance preference, or similar reasons once an order has been placed or delivered.

We strongly encourage customers to review all product descriptions, fragrance notes before purchasing.

Exceptions

We understand that issues can occasionally arise. We will offer a resolution in the following two situations:

1. Damaged or Defective Items

If your order arrives damaged, leaking, or defective, please contact us within 48 hours of delivery with:

  • Your order number

  • A clear photo of the damaged item and packaging

  • A brief description of the issue

Once verified, we will offer one of the following at our discretion:

  • A replacement of the same item (subject to availability)

  • Store credit for the value of the affected item

  • A full or partial refund to your original payment method

 

Please note: We are not responsible for damage caused by improper storage or handling after delivery.

 

2. Unopened / Unused Items Sent in Error

If you received the wrong item and it is unopened and unused, please contact us within 7 days of delivery. We will arrange for the correct item to be sent or issue a full refund, including any applicable return shipping costs.

Items must be:

  • In their original, sealed packaging

  • Unused and unaltered

  • Accompanied by proof of purchase

Items Not Eligible for Return or Refund

The following are non-refundable and non-returnable under any circumstances:

  • Opened or used perfumes

  • Items purchased on sale or as part of a promotional offer

  • Gift cards or store credit

  • Items returned without prior approval from our team

  • Orders where the delivery address provided was incorrect

How to Submit a Claim

To initiate a claim, contact our customer support team at pureessenceimports53@gmail.com with the subject line "Order Issue – [Your Order Number]". Please include all relevant photos and details so we can resolve your request as quickly as possible.

We aim to respond to all claims within 2–3 business days.


Shipping Costs

  • If a return is approved due to our error (wrong item sent), we will cover return shipping costs.

  • In all other approved cases, return shipping costs are the responsibility of the customer unless otherwise agreed upon in writing.

Contact Us

For any questions about this policy, please reach out to us at:

Email: pureessenceimports53@gmail.com