Refund & Returns Policy
Simple, Transparent, Customer-Focused
At Essence Innovation, your satisfaction remains at the heart of every experience. Our Refund and Returns Policy is designed to ensure every customer feels supported, informed, and confident throughout the process. Whether you are requesting a refund, exchange, or return, we handle each request with fairness, transparency, and care.
Refund and Returns Policy
Last Updated: 06/01/2026
Return Eligibility
We accept returns within 14 days of delivery for eligible items.
To qualify for a return:
- Items must be unused, in original condition, and in original packaging
- Proof of purchase or order number is required
- Candles must be unlit and unaltered
- Skincare products and supplements must be unopened and sealed
- Final sale items are not eligible for return
How to Initiate a Return
To begin a return or exchange:
- Email us at care@essenceinnovation.ai with your order number and reason for the return.
- Wait for return approval and instructions from our support team.
- Ship the product back using a trackable shipping method
Please note: customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Refunds
Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund request.
If approved:
- Refunds are issued to your original payment method within 5–7 business days
- Original shipping costs are non-refundable
- Only regular-priced items are eligible for refunds
- Sale items are non-refundable
Refund and Returns – Exchanges
We accept exchanges for the same product in a different size, color, or scent, subject to availability.
If the requested item is unavailable, a refund or store credit may be issued.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 3 days of delivery at:
To help us resolve the issue quickly, please include:
- Clear photos of the item and packaging
- Your order number
- A brief description of the issue
Late or Missing Refunds
If you have not yet received your refund:
- Check with your bank or credit card provider
- Contact your payment provider, as processing times may vary
- If you still need assistance, email us at:
Then contact your payment provider — it may take time before your refund is officially posted
International Returns
International customers are responsible for return shipping costs, duties, and applicable taxes.
Refunds are issued for the product cost only once the returned item has been received and approved.
Gift Returns
If your item was marked as a gift at purchase and shipped directly to you, you may receive a gift credit equal to the value of the approved return. Once processed, a gift certificate or store credit notification will be sent via email.
If the item was not marked as a gift, or was first shipped to the gift giver, the refund will be issued to the original purchaser.
Return Shipping
To return an eligible item, please ship it to the return address provided in your return confirmation email.
Please note:
- Customers are responsible for return shipping costs unless the item arrived damaged or incorrect
- Original shipping fees are non-refundable
- Approved return shipping deductions may apply unless otherwise stated
We recommend using a trackable shipping method and purchasing shipping insurance for high-value items. Essence Innovation is not responsible for items lost during return transit.
Contact Us
Questions regarding refunds or returns?
Our support team is here to help.
Email: care@essenceinnovation.ai