CUSTOMER SERVICE, RETURNS, AND REFUNDS POLICY
CUSTOMER SERVICE
We are committed to providing fast, clear, and human support. Because we work with dropshipping partners, we know questions may arise, and we are here to help.
Support Channels:
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Email: [theessenzabeauty8@gmail.com] – Response within 24 business hours
Response Time:
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We reply to all messages within 1 business day. During peak periods (Black Friday, product launches), this may extend to 48 hours.
Information Needed:
To speed up support, always provide your order number and the full name used at checkout. This helps us locate your order in our suppliers' systems faster.
What We Handle:
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Product questions
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Delivery timeframes
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Tracking code requests
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Shipping issues
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Returns and refunds guidance
SHIPPING DISCLOSURE
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We work with domestic and international partner suppliers to offer a wide variety of products. Your order may be shipped directly from abroad (e.g., China, EU) by one of our partners.
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Delivery timeframes are shown at checkout and may vary depending on the supplier's location.
Tracking Information:
Because we work with dropshipping partners, your tracking code may take 3 to 5 business days to be generated after payment confirmation. We will notify you as soon as it is available.
Important – VAT and Customs for UK Customers:
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For orders valued at £135 or less and shipped from outside the UK, VAT (20%) is collected at checkout by MARHEN & CO. and remitted to HMRC. This is your responsibility as the seller, regardless of your overall UK VAT registration threshold.
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For orders valued over £135, standard import rules apply. The buyer is responsible for any customs duties, import VAT, and handling fees charged by the carrier upon delivery.
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Future change: The UK government plans to remove the current customs duty exemption for low-value imports (below £135) by March 2029. This means all imported goods may become subject to customs charges in the future. We will update this policy as changes are confirmed.
RETURNS AND REFUNDS
Your rights under UK law (Consumer Contracts Regulations 2013 and Consumer Rights Act 2015) are fully respected.
1. Right to Cancel (Cooling-Off Period)
You have the right to cancel your order within 7 days of receiving the goods, without giving any reason.
How to cancel:
Contact us via email or the contact form within 7 days of receipt, providing your order number.
Return conditions:
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The product must be unused, in its original packaging, with all tags and accessories intact.
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You are responsible for the cost of returning the product to our returns centre (unless the item is faulty or incorrect – see section 2 below).
Refund:
Once we receive and inspect the returned item, we will refund:
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The full product price
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The standard delivery cost you paid (not any expedited shipping upgrade)
Refunds are processed within 7 days of receiving the returned goods (or proof of return, whichever is earlier), using the same payment method.
Exceptions to the cooling-off period (non-returnable):
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Custom-made or personalised products
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Perishable goods
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Items sealed for hygiene reasons (e.g. cosmetics, underwear) if unsealed after delivery
2. Faulty, Damaged, or Incorrect Products (Consumer Rights Act 2015)
If your product is defective, damaged, or does not match the description, you have strong legal rights.
Within 30 days of receipt:
You have the right to reject the item and request a full refund. We will cover all return shipping costs.
After 30 days and up to 6 months:
If a fault appears, we will offer a free repair or replacement. If that is not possible, you are entitled to a partial refund. Within the first 6 months, it is our responsibility (not yours) to prove the defect did not exist at the time of delivery.
How to request:
Contact us within 14 calendar days of receiving the product (or discovering the issue), with:
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Order number
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Clear photos of the issue
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A short video showing the defect (if possible)
Procedure:
We will provide return instructions to our supplier. Once the product is received and verified, we will issue a full refund or send a replacement at no extra cost to you.
3. Non-Delivery (Lost Package)
If the maximum estimated delivery timeframe (30 business days) has passed and tracking shows no progress, we will initiate a full refund.
Deadline to request:
After the delivery timeframe has expired (30 business days).
How to request:
Contact us with your order number. We will open an investigation with the carrier. If the package is confirmed lost, your refund will be processed immediately.
What is NOT Refundable:
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Products with visible signs of use or tampered packaging (except for defects)
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Minor shipping delays (as long as the product is delivered within 30 business days)
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Customs duties, import taxes, or carrier handling fees if you refuse delivery
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Return requests for change of mind where the product is not returned in perfect condition
PAYMENT METHODS
For your security and convenience, we offer the most common payment methods in the UK market. All transactions are processed in a secure, encrypted environment.
Credit & Debit Cards:
Visa, Mastercard, American Express, Discover
Digital Wallets:
Google Pay, Apple Pay, PayPal
Security:
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We never store your full card details on our servers
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All payments are processed through certified gateways (e.g., Stripe, PayPal, Klarna)
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Your privacy and security are our priority