RETURNS AND EXCHANGES

Last Updated: April 4, 2025

1. INTRODUCTION

At Essence Exchange Clothing, we want you to be completely satisfied with your purchase. This Returns and Exchanges Policy outlines the process for returning or exchanging products purchased from our website https://essenceexchangeclothing.com.

2. RETURN ELIGIBILITY

2.1 Time Frame

You may return most new, unopened items within 30 days of delivery for a full refund. For damaged or defective items, the return window is extended to 45 days.

2.2 Item Condition

To be eligible for a return, your item must be:

• In the same condition that you received it
• Unused and in its original packaging
• With all tags and labels attached
• With the original receipt or proof of purchase

2.3 Non-Returnable Items

The following items cannot be returned:

• Personalized or custom-made products
• Downloadable software products
• Gift cards
• Intimate or sanitary goods (for health and hygiene reasons)
• Perishable goods
• Items marked as “Final Sale” or “Non-Returnable”
• Items that have been used or installed

3. RETURN PROCESS

3.1 Initiating a Return

To start the return process:

1. Log in to your account on our Website
2. Navigate to “Order History”
3. Select the order containing the item(s) you wish to return
4. Click on “Return Items” and follow the instructions
5. Alternatively, contact our customer service at [email/phone]

3.2 Return Shipping

For returns, you are responsible for paying the return shipping costs, unless:

• You received an incorrect or defective item
• The item was damaged during shipping
• We specifically state that we will cover return shipping

Please use a trackable shipping service and keep the tracking information for your records.

3.3 Return Address

Please contact our customer service at support@essenceexchangeclothing.com to obtain the correct return address and return authorization before sending any items back.

4. REFUNDS

4.1 Processing Time

Once we receive your return, we will inspect the item(s) to ensure they meet our return criteria. We will process your refund within 5-7 business days after inspection.

4.2 Refund Methods

4.2.1 Credit/Debit Card and Online Payments

For orders paid by credit/debit card or through online payment gateways, refunds will be issued to the original payment method. Refunds typically appear on your statement within 5-10 business days, depending on your financial institution.

4.2.2 Cash on Delivery (COD)

For COD orders, refunds will be processed through:

• Bank transfer to your provided account (processing time: 3-5 business days)
• Store credit (immediately available)
• Other refund methods as agreed upon with customer service

4.2.3 Bank Slip

For orders paid via bank slip, refunds will be processed through bank transfer to the account you provide. Please allow 5-7 business days for processing.

4.3 Partial Refunds

We may issue partial refunds for:

• Items returned beyond the eligible return period
• Items showing signs of use or wear
• Items missing parts or accessories
• Items damaged due to customer mishandling

5. EXCHANGES

5.1 Exchange Process

If you wish to exchange an item for a different size, color, or model:

1. Follow the return process steps in Section 3
2. Indicate that you want an exchange rather than a refund
3. Specify the details of the item you would like in exchange

5.2 Availability

Exchanges are subject to item availability. If the requested exchange item is unavailable, we will issue a refund instead.

5.3 Price Differences

If the exchange item costs more than the original item, you will be required to pay the difference. If the exchange item costs less, we will refund the difference using the original payment method.

6. DAMAGED OR DEFECTIVE ITEMS

6.1 Inspection Upon Delivery

Please inspect all items upon delivery. If you receive damaged or defective merchandise:

1. Take photos of the damaged item and packaging
2. Contact our customer service within 48 hours of delivery
3. Provide your order number, description of the damage, and photos

6.2 Resolution Options

For damaged or defective items, we offer:

• Replacement with the same item (subject to availability)
• Exchange for a different item
• Full refund including shipping costs

7. LATE OR MISSING REFUNDS

If you haven’t received your refund after the processing time mentioned in Section 4.1:

1. Check your bank account or credit card statement
2. Contact your bank or credit card company (sometimes there is a processing delay)
3. If the refund is still not reflected after contacting your bank, please contact our customer service

8. SALE ITEMS

Items purchased during promotions or sales are eligible for return according to this policy unless specifically marked as “Final Sale” or “Non-Returnable.”

9. GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued to you.

If the item wasn’t marked as a gift, the refund will be sent to the original purchaser.

10. RETURN SHIPPING LABELS

In some cases, we may provide a pre-paid return shipping label. If provided, please:

1. Print the label
2. Securely pack the item(s)
3. Attach the label to the package
4. Drop off the package at the designated carrier location

11. INTERNATIONAL RETURNS

For international orders, additional customs, duties, and taxes may apply to returns and are the responsibility of the customer. Please contact our customer service for specific guidance on international returns.

12. CANCELLATIONS

12.1 Order Cancellation

You may cancel your order before it ships. Once an order has shipped, it cannot be canceled and must go through the return process.

12.2 Cancellation Process

To cancel an order:

1. Log in to your account
2. Navigate to “Order History”
3. Select the order you wish to cancel
4. Click “Cancel Order” if the option is available
5. If the option is not available, contact our customer service immediately

13. CONTACT INFORMATION

If you have any questions about our Returns and Exchanges Policy, please contact us:

Essence Exchange Clothing Customer Service Department support@essenceexchangeclothing.com https://essenceexchangeclothing.com