Refund policy
Right of Withdrawal
We offer a 30-day return policy. This means that you have 30 days from the date you receive your item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase.
To initiate a return, you can contact us at info@esenzja.com. Please note that returns must be sent to the following address: 45964 Gladbeck, Zollverein 7.
If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have any questions regarding returns, you can contact us at any time at info@esenzja.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can evaluate and resolve the issue.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as perishable goods (e.g. food, flowers, or plants), custom-made products (e.g. special orders or personalized items), and personal care products (e.g. beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about a specific item.Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Returning the item you received is the fastest way to obtain the item you want. Once the return is accepted, you may purchase the new item separately.
European Union – 14-Day Cooling-Off Period
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days without giving any reason. As described above, the item must be in the same condition in which you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase.
Refunds
We will notify you once we have received and inspected your return and will inform you whether the refund has been approved or not. If approved, you will automatically receive a refund to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@esenzja.com.
Online Exercise of the Right of Withdrawal (Withdrawal Button)
Consumers also have the option of exercising their right of withdrawal via an electronic withdrawal function provided on our website.
During the withdrawal period, a clearly marked button ("Withdrawal") is available for this purpose, which allows you to declare your withdrawal in a two-step process.
After clicking the button, you will be redirected to a page where you can enter the information required for the withdrawal and submit it via a separate confirmation button ("Submit").
After receiving your withdrawal, you will immediately receive confirmation of receipt on a durable medium (e.g., by email). Using the withdrawal function is voluntary.
You can still declare your withdrawal by other means, such as email or post.