Returns & Refunds Policy

At Escentially Me, we aim to deliver you the best premium products at the best prices. We understand that there may come a time where you need to return a purchase from us and we want to make the returns process as simple and easy as possible for you. If you are not happy with your purchase from Escentially Me, you can return or exchange it, or have it repaired, in accordance with the terms below.

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to choose a full refund or product replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Faulty Goods

If you believe you have purchased a faulty product, please get in contact with our support team for assistance with the return of the faulty product and replacement shipment or full order refund.  You may be asked to provide proof of purchase to receive a refund or replacement product. Proof of purchase may be your original receipt, credit card statement or any other form of evidence.

Escentially may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. Escentially Me reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

Change of Mind

If you have changed your mind about your purchase, Escentially Me will be pleased to offer you a refund or exchange provided that:

  • You return the item within 7 days of purchase
  • You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
  • The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

A government issued form of identification must be presented at the time of the return in order to confirm your identity (for products with a value greater than $50).  Personal information collected from you at the time of the return will only be used for the purpose of verifying and processing the return.  We will record your name, postal address, phone number and email address.  Your licence number and date of birth will not be recorded.  These details are collected in accordance with our Privacy Policy and Collection Statement.

If you are unable to provide a satisfactory proof of purchase, Escentially Me may, at its absolute discretion, provide you with an exchange or Escentially Me gift card to the current value of the item.

Unless Australian Consumer Law applies, please note change of mind returns are not available for the following purchases:

  • Special / Custom orders