Refund Policy

1. Scope

This Refund Policy explains when refunds are available for purchases made through ESCENTINO and how refunds are processed.

2. Cooling-Off and Eligibility

Where required by applicable consumer law, you may cancel eligible purchases within the legal withdrawal period (commonly 14 days from receipt).

To qualify for a standard refund, returned items must generally be unused, complete, and in their original condition and packaging, unless the product is faulty or damaged on arrival.

3. How to Request a Refund

Contact us at help@escentino.com with your order number and request details. We will provide next steps, including return instructions if a physical return is required.

4. Return Shipping Costs

Unless otherwise required by law, return shipping is the customer's responsibility, except when the wrong item was sent or the product is confirmed defective.

5. Refund Method and Timing

Approved refunds are issued to the original payment method. After return receipt and inspection (where applicable), refund processing is generally completed within 14 business days.

6. Non-Refundable or Restricted Cases

• Opened or used products where hygiene or product integrity prevents resale, unless faulty
• Gift cards, except where refund is required by law
• Customized or personalized items
• Items damaged by misuse, improper storage, or external causes after delivery

7. Damaged or Incorrect Deliveries

If your order arrives damaged, incomplete, or incorrect, contact us promptly with supporting details (and photos when possible). We will review and offer an appropriate remedy, such as replacement, refund, or partial compensation where suitable.

8. Contact

For refund requests or questions, email help@escentino.com.