Esscentiva Return, Damage & Authenticity Policy
Last updated: 01-November-2025
At Esscentiva, every product is 100% original — backed by the Studio M Guarantee. Because authenticity and fairness matter, we follow a strict unboxing-proof process for any missing, wrong, or damaged item claims.
1. Unboxing Proof Required
To submit any claim, you must provide:
- A clear photo of the sealed, unopened parcel with the shipping label (AWB) visible.
- A continuous, uncut unboxing video that begins before the parcel is opened and shows:
- The sealed parcel and visible label.
- The seal being cut open.
- Each product removed one by one.
- The Esscentiva packing slip or QC card.
- The issue (e.g., leakage, missing item, wrong product).
- Clear close-up photos of the affected item, seal, and batch code.
Claims without the above proof will not be accepted. The video must start before opening the parcel — edited clips or partial recordings are not valid.
2. Claims Window
- For damage, leakage, missing, or wrong items — report within 24 hours of delivery.
- For change of mind — only unopened, seal-intact products are eligible within 7 days (return shipping at your own cost).
- Opened or used cosmetics, skincare, hair, or fragrance items cannot be returned or refunded for hygiene reasons.
3. How We Process Claims
We review all claims within 2–4 business days. If approved, we will offer either a replacement, store credit, or refund within 10–14 days.
Shipping and COD fees are non-refundable unless the error was on our side.
4. Leakage & Fragile Items
We take extra care when packing liquids (using seals, tape, and protective wrapping). However, if leakage occurs:
- Minor leakage (under 10%) may be compensated with partial credit.
- Major leakage (broken bottle or loss over 20%) will qualify for replacement or refund.
- Please keep all original packaging until your claim is resolved.
5. Missing Items
Unboxing video must show the sealed parcel and each item being taken out against the Esscentiva packing slip.
If our warehouse packing records confirm an error, we will reship or credit you.
6. Non-Returnable Items
Opened or used items, testers, samples, bundles, decants, free gifts, and limited-time sale products (unless defective on arrival).
7. Delivery Refusals / RTO
If you refuse a COD parcel without prior notice, shipping charges may be applied to future orders, or prepayment may be required.
8. Authenticity Assurance
Every product is 100% original. If you suspect an authenticity issue, email support@esscentiva.com with your order number, unboxing video, and batch-code photo. We will investigate under the Studio M Guarantee.
How to File a Claim
Email support@esscentiva.com within 24 hours of receiving your parcel with the subject line: “Claim – Order #[your number]”.
Attach:
- Photo of sealed parcel with AWB label.
- Continuous unboxing video link (Google Drive or WhatsApp acceptable).
- Photos of the issue.
- Keep all packaging until we confirm your case is closed.
Esscentiva — Authentic Beauty, Delivered.
