Return & Refund Policy

Last updated: September 7, 2026

Thank you for shopping with Essential. We want you to have a positive experience with every purchase.

Because our products are fulfilled through third-party fulfillment partners, including CJdropshipping, certain return and refund procedures depend on the condition of the item, shipping status, and the circumstances of the order. We handle all customer support directly and will work with our fulfillment partners to resolve eligible issues as quickly as possible.

1. Damaged or Defective Items

If your order arrives damaged, defective, or unusable, please contact us as soon as possible.

To help us resolve the issue, please provide:

• Your order number

• A description of the problem

• Clear photos of the product and packaging

• A short video where necessary to demonstrate the issue

Once we receive the required information, we will review your request and determine whether a replacement or refund is appropriate.

Depending on the circumstances, you may not be required to return the damaged product.

2. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or if an item is missing from your order, contact us promptly with your order number and supporting photos.

After verification, we may provide:

• A replacement at no additional product cost; or

• A refund for the affected item.

3. Lost or Undelivered Orders

If your order does not arrive within the expected delivery period, please contact us so that we can investigate the shipment using the available tracking information.

If the shipment is confirmed as lost or otherwise qualifies under our fulfillment provider's applicable policy, we may offer a replacement or refund.

Please ensure that your shipping address is accurate at checkout. We cannot guarantee a refund or replacement where an order cannot be delivered because of an incorrect or incomplete address provided by the customer.

4. Returns for Change of Mind

Because our products are fulfilled internationally, we generally do not accept returns simply because a customer changes their mind, orders the wrong item, or no longer wants the product.

If you have a special circumstance, please contact us before sending anything back. We will review the request on a case-by-case basis.

Please do not send a product to a return address without receiving return instructions from us first.

5. Return Authorization

If a return is approved, we will provide specific instructions regarding where and how the product should be returned.

Products may need to be returned to a designated fulfillment facility. International returns can involve significant shipping costs and extended transit times, so we may determine that a refund or replacement without a physical return is the most appropriate resolution.

CJdropshipping notes that returns to its China warehouse can involve high international shipping costs and lengthy transit times.

6. Refunds

Once your refund has been approved, we will process the refund to your original payment method.

The time it takes for the refund to appear in your account depends on your payment provider or financial institution.

Please allow additional processing time after we have issued the refund.

7. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to cancel an order before it enters fulfillment. However, once an order has been processed, packed, or shipped, cancellation may no longer be possible.

In such cases, the order will be subject to the applicable return or refund conditions outlined in this policy.

8. Products That Cannot Be Refunded

Refunds may not be available for:

• Items damaged through misuse, neglect, or improper handling

• Products altered or modified after delivery

• Orders placed with an incorrect or incomplete shipping address

• Orders refused or abandoned by the recipient

• Items that cannot be delivered because the customer failed to complete required customs procedures

• Products where the customer simply changes their mind or orders the wrong item

• Claims that do not provide sufficient information or evidence to verify the issue

9. Important Information About Shipping Damage

Minor cosmetic imperfections caused by international transportation, such as minor packaging damage or small scratches that do not affect the product's functionality, may not qualify for a refund.

For products that arrive substantially damaged or unusable, please contact us with photographic or video evidence so we can investigate the issue.

10. How to Request a Refund or Replacement

To request a refund, replacement, or return authorization, please contact us with:

Email: ahmarwilliam@gmail.com

Phone: +61 427 442 977

Address: 8 Care Close, Meadow Heights VIC 3048, Australia

Please include your:

• Full name

• Order number

• Reason for your request

• Photos or videos where applicable

We will review your request and respond with the next steps.

11. Our Commitment

We understand that problems can occasionally occur during international fulfillment. Our goal is to handle every eligible request fairly and efficiently.

We will work with our fulfillment partners and shipping providers where necessary to investigate issues and find an appropriate solution.

Please contact us before sending any product back. Unauthorized returns may not be accepted or processed.