Refund policy

 

At Escentric, every product is crafted and packed with care. We want you to feel good about every part of your ritual - including your shopping experience with us. If something isn't quite right, we're here to help.

Exchange Policy

Due to the nature of our products - including fragrance mists, crystals and ritual kits - we are unable to accept returns or exchanges once items are opened or used. This ensures product integrity and hygiene for all our customers.

However, if you received an incorrect or defective item, we'll gladly make it right.

Damaged / Incorrect Items

If your order arrives damaged, incomplete or incorrect, please reach out to us within 7 days of receiving your order. Kindly provide:

• Your order number
• A clear photo of the affected item(s)
• A brief description of the issue

Email us at sales@escentric-co.com or message us via WhatsApp at 88222605. Our customer service team will evaluate and process the exchange/replacement. An email acknowledgement or WhatsApp message will be sent to you.

We will either

• Send a exchange/replacement (subject to stock availability), or
• Offer a refund/store credit at our discretion

Refund

Approved refunds will be processed within 5-7 business days via your original payment method. If you paid through a third-party platform (e.g. Shopee, TikTok Shop, Lazada), the refund will follow the respective platform's procedures.

Please note that shipping fees are non-refundable, except in cases where the fault is on our end.

Order Cancellations

We accept cancellations only if your order has not been packed or shipped yet. Once the order is in transit or prepared, we're unable to make changes.

To request a cancellation, please contact us as soon as possible with your order number.

Promotion & Sales Items

All items purchased during promotional periods or marked as sale are strictly non-exchangeable and non-refundable. We encourage customers to review their selections carefully before checking out.