Refund policy

Effective Date: 17 september 2025

At Oud Essense, we are dedicated to crafting and delivering high-quality Extrait de Parfum products. Your satisfaction is important to us, and we strive to ensure every purchase meets your expectations.

Please review our refund policy carefully:

1. General Refund Policy (No Refunds for Opened/Used Items)

Due to the intimate and hygienic nature of our fragrance products, we do not offer refunds or exchanges for items that have been opened, unsealed, or used. We encourage our customers to make their selections carefully. The exceptional concentration of our Extrait de Parfum means each bottle is crafted to be a personal and lasting experience.

2. Refunds for Damaged or Incorrect Items

We are committed to rectifying any issues with your order that are our responsibility. If you receive a product that is damaged during transit or an item that is different from what you ordered, you are eligible for a replacement.

  • Damaged Products: If your order arrives damaged (e.g., broken bottle, significant leakage), please contact our Customer Service team within 48 hours of delivery. We will require clear photographic evidence of the damage, including the packaging.
  • Incorrect Products: If you receive an item that is not what you ordered, please contact us within 48 hours of delivery with your order number and details of the incorrect item.

In these specific cases (damaged or incorrect items), if a suitable replacement is not available or if mutually agreed upon, a full refund will be issued to your original method of payment.

3. Processing Refunds (for Damaged/Incorrect Items Only)

Once your claim for a damaged or incorrect item has been approved, and a refund is deemed appropriate:

  • Refunds will be processed to your original payment method.
  • Please allow 5 business days for the refund to appear on your statement, depending on your bank or payment provider.
  • You will receive an email notification once your refund has been processed.

4. Order Cancellations

If you wish to cancel an order, please do so before it has been processed for shipping. Once an order has entered the shipping process, we are unable to cancel it, and a refund cannot be issued. If a cancellation is successfully processed before shipment, a full refund will be provided.

5. How to Initiate a Claim for Damaged or Incorrect Items

To report a damaged or incorrect product and initiate a claim for a replacement or refund, please contact our Customer Service team immediately with the following information:

  • Your Order Number
  • A clear description of the issue (damage or incorrect item)
  • Photographs of the damaged item and packaging (if applicable)

Contact Our Customer Service:

  • Email: oudessenceuk@gmail.com