1.0 Return & Refund Policy

Effective Date: 01 July 2025

At Esscentz Perfumery, we guarantee product authenticity and integrity. However, under specific circumstances, we allow returns subject to the following terms:

1.1 Return Eligibility

Returns are only accepted if the item is proven to be inauthentic.

  • Claims of inauthenticity must be supported with valid batch comparison proof.
  • If the item has been opened or used, we may still process the return upon review — the customer must provide clear images showing the perfume juice level and full packaging for approval.
  • Return requests must be made within 7 days from the date of courier-confirmed delivery.

1.2 Non-Returnable Items

All products sold are non-returnable, non-exchangeable, and non-refundable, except in the case of proven inauthenticity.
This includes:

  • Decants or miniatures
  • Products stored improperly (e.g., heat-exposed)
  • Claims without sufficient proof

1.3 Return Process & Refund Method

  • Approved returns must be sent with original packaging.
  • Return shipping fees are borne by the customer.
  • Refunds are processed via bank transfer within 5–7 working days upon approval.
  • No exchanges will be offered under any circumstance.

2.0 Shipping Policy

Effective Date: 07 July 2025

We offer reliable, trackable domestic shipping across Malaysia, using reputable couriers and transparent shipping policies.

2.1 Processing & Delivery Timeline

  • Orders are processed within 48 hours of payment confirmation.
  • Tracking information is provided after processing.
  • Delivery typically takes 3–7 working days (West & East Malaysia).
  • No shipping or delivery operations during weekends or public holidays.

2.2 Shipping Charges

  • Shipping fees are calculated based on region/zone and are configured directly on our website checkout system.
  • Free shipping applies when customers purchase any 2 items in a single order (until further notice).
  • Additional free shipping may apply during promotional campaigns or marketing events.
  • If no active promotion is available, standard shipping rates will apply as shown at checkout.

2.3 Shipping Insurance (Optional)

Customers may opt for shipping insurance at 1% of their order total. This provides coverage for:

  • Lost parcels
  • Damaged shipments

2.4 Lost/Damaged Parcels

If insurance was selected, Esscentz Perfumery will manage all claim processes, with required cooperation from the customer.
We are not liable for lost or damaged items if insurance was not selected at checkout.