Exchanges, Returns and Refunds

What is your exchange/return and refund policy?

We currently do not accept change-of-mind returns, exchanges or refunds. Exchanges, returns and refunds are only applicable if you have received an incorrect, defective, damaged item, or if an item is missing from your order. This policy applies to both online and in-store purchases.

Claims must be reported within seven (7) days of receiving your order or date of purchase. Claims must be made at the original point of purchase and supported by the original invoice, receipt, or proof of purchase.

All exchanges, returns and refunds are subject to the following terms and conditions:

They are subject to the following terms and conditions:

• Item must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, and all accessories.
• All packaging must be unmarked, unopened, unused and not defaced in any manner.
• Any item that you received with tags attached must be returned with those tags intact.
• Items purchased as part of a set or multi-item pack must be returned as a complete set.
• Items purchased at a discount, during promotions, on special order, or identified as non-exchangeable and non-refundable are not eligible for exchange, return or refund, unless required by applicable law.
• Claims must be made at the original point of purchase and accompanied by the original invoice, receipt, or proof of purchase.
• We reserve the right to inspect and review all returned products before approving any exchange, return or refund request.
• Any exchange, return or refund request that does not satisfy the above requirements may be rejected at our sole discretion.
• Decisions regarding exchanges, returns and refunds for incorrect, defective or damaged products will be made following our assessment of the returned item

What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately at customercare@escentials.com.my with your order number (for online purchases) or receipt (for in-store purchases), details of the issue and clear images of the affected item(s). Please do not discard the items, as they may need to be returned to us for assessment.

All issues relating to incorrect, defective, damaged or missing items must be reported within seven (7) days of receiving the order or date of purchase.

What should I do if I am experiencing an allergic reaction?

At escentials.com, we take pride in curating the products we carry. The ingredients of the product are listed on the product page (where available) to help customers identify ingredients that may not be suitable for them. As different skin types and conditions may react differently to a product, customers are encouraged to review product ingredients carefully before use.

If you experience an allergic reaction, please send a detailed description of the incident together with supporting photographs to customercare@escentials.com.my. We will escalate the matter to the brand and assist in finding an appropriate resolution.

Please note that allergic reactions or product-related concerns must be reported within seven (7) days of receiving the item(s). In certain cases, a Medical Certificate (MC) or additional supporting documentation may be requested to assist in the investigation.

How soon will I get my refund?

Once a return has been reviewed and approved, refunds will be processed to the original mode of payment within seven (7) working days.