Refund & Returns Policy

1.The nature of handcrafted goods

Every Essence soap and candle is poured and pressed by hand in small batches using natural ingredients. Slight variations in color, scent strength, texture, weight, and finish are normal and expected, and are not considered defects — so they are not by themselves grounds for a refund.

2.14-day return window

You may request a return of eligible items within fourteen (14) days of the delivery date. Items must be unused, unopened, and in their original condition and packaging, with any seals intact. For hygiene and safety reasons, opened or used personal-care items cannot be returned. Returns requested after 14 days, or for items not in resalable condition, may be declined.

3.Non-returnable items

For health, hygiene, and safety reasons, the following are not eligible for return or refund unless they arrive damaged or defective:

• Soaps, candles, or other personal-care items that have been opened, used, unwrapped, or had their seal broken;
• Custom, personalized, or made-to-order items (for example, custom labels, scents, or sizes for weddings, bautizos, party favors, or corporate gifts), which are produced specifically for you;
• Sale, clearance, or final-sale items where marked; and
• Gift cards, where offered.

This does not affect your rights for items that arrive damaged or defective, covered below.

4.Damaged or defective items

We carefully package every order, but if your item arrives damaged, defective, or incorrect, we will make it right. Contact us within seven (7) days of delivery with your order number, a description, and clear photos. Once confirmed, we will, at our option, send a replacement or issue a full refund for the affected item, including shipping you paid on it. You will not be charged return shipping for damaged or defective items.

5.Refund method & timing (via Stripe)

Approved refunds are issued to your original payment method through Stripe, our payment processor. Once we receive and inspect your returned item — or approve a damaged/defective claim — we will process the refund and email you confirmation. After we process it, your bank or card issuer typically takes several business days, and in some cases up to ten (10) business days, to post the credit; that timing is set by your bank and outside our control.

Unless an item arrived damaged, defective, or sent in error, original shipping charges are non-refundable, and any return shipping cost is your responsibility.

6.Exchanges

If you would like a different scent or size, the fastest way is to return the eligible, unopened item for a refund and place a new order. If you received a damaged, defective, or incorrect item, contact us and we will arrange a direct replacement at no extra cost. Exchanges are subject to availability.

7.How to start a return

To start a return, refund, or replacement, contact us through our contact form or by email at hello@essencesoaps.com before sending anything back. Please include:

1. Your order number;
2. The item(s) you wish to return and the reason; and
3. For damaged or defective items, clear photos of the item and its packaging.

We will review your request and, if approved, reply with the return address and instructions. Please do not ship anything back until we confirm your return — items returned without prior authorization may not be eligible for a refund. We recommend a trackable shipping method, as we cannot be responsible for return packages lost in transit.

8.Return shipping costs

For change-of-mind returns of eligible unopened items, you are responsible for return shipping, and original shipping charges are not refunded. For items that arrive damaged, defective, or incorrect, we cover the cost of a replacement or refund, including any return shipping we ask you to arrange.

9.Questions

If you have any questions about returns, refunds, or exchanges, please reach us through our contact form or by email at hello@essencesoaps.com. We are happy to help.