Returns and Exchanges
At First Essence, we are committed to delivering high-quality fragrances that meet your expectations. Due to the nature of our products, we have a carefully structured exchange policy to ensure fairness, hygiene, and customer satisfaction.
1. Eligibility for Exchange
We accept exchanges under the following conditions:
- The request is made within 7 days of delivery
- The product is not damaged due to misuse or mishandling
- Proof of purchase (receipt/order confirmation) is provided
2. Non-Exchangeable Items
For hygiene and safety reasons, we do not accept exchanges on:
- Opened or used perfumes
- Fragrances with broken seals
- Products returned without original packaging
- Items purchased on clearance or marked as final sale
3. Damaged or Incorrect Items
If you receive a product that is:
- Damaged
- Leaking
- Incorrect (wrong item delivered)
Please notify us within 48 hours of delivery by providing:
- Clear photos of the product and packaging
- Your order number
We will arrange a replacement or exchange at no additional cost.
4. Exchange Process
To request an exchange:
- Contact us via email or WhatsApp with your order details
- Our team will review your request within 1–2 business days
- If approved, you will receive instructions on how to return the item
- Once we receive and inspect the product, we will process the exchange
5. Shipping Costs
- Customers are responsible for return shipping costs, unless the item is defective or incorrect
- We recommend using a trackable courier service
6. Fragrance Selection Disclaimer
Fragrance is a personal preference, and scent perception varies from person to person.
We strongly recommend:
- Reviewing fragrance notes carefully before purchasing
- Starting with smaller quantities (if available)
Exchanges will not be accepted based on scent preference alone.
7. Processing Time
- Exchanges are processed within 3–5 business days after receiving the returned item
- Delivery times for replacement products may vary based on location