Refund policy

Return & Refund Policy

At House Of Essence, customer satisfaction is our priority. We take special care in delivering genuine, high-quality fragrances. If for any reason you are not satisfied with your purchase, please review our return and refund policy below.

1. Eligibility for Returns

  • Returns will only be accepted within 7 days of delivery.

  • To be eligible, the item must be:

    • Unused and in the same condition as received.

    • In its original packaging, including plastic wraps, tags, and seals.

  • Opened, used, or partially consumed perfumes cannot be returned due to hygiene and safety reasons.

2. Non-Returnable Items

  • Gift cards, vouchers, and promotional items.

  • Items purchased during clearance or final-sale promotions.

  • Any product that shows signs of use, tampering, or removal of packaging.

3. Damaged or Wrong Item Received

  • If you receive a damaged, defective, or incorrect product, please notify us within 24 hours of delivery with photos/videos as proof.

  • We will arrange a free replacement or issue a full refund.

4. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 7–10 working days.

  • Refunds will be issued via the original payment method (bank transfer, card refund, or cash-on-delivery reversal where applicable).

5. Exchange Policy

  • Exchanges are allowed only for the same item if stock is available.

  • If the item is unavailable, you may choose a refund or store credit.

6. Return Shipping

  • If the return is due to our error (wrong/damaged item), we will bear the shipping cost.

  • For all other returns, customers are responsible for return shipping charges.

7. Contact Us

For any return or refund inquiries, please contact us at:

  • 📧 Email: houseofessencelk@gmail.com

  • 🕒 Support Hours: Monday – Friday, 9:00 AM – 6:00 PM

⚠️ Note: This policy complies with the Consumer Affairs Authority Act of Sri Lanka, which protects customers from unfair trade practices. We encourage our customers to carefully review product details before purchasing.