Return and Refund Policy
We are committed to your satisfaction. If you are not entirely happy with your purchase, please review our comprehensive return and refund policy below to understand your options for returns, refunds, and exchanges. This policy is designed to be clear, transparent, and compliant with Google Merchant Center Shopping Ads policies.
1. Return Window
Our standard return and refund policy allows for returns within 30 days from the date of delivery of your item. If 30 days have passed since your item was delivered, we unfortunately cannot offer you a refund or exchange. This timeframe is applicable for all eligible items, including cases of buyer’s remorse, where you simply change your mind about a purchase.
2. Eligibility for Return
To be eligible for a return, your item must meet the following conditions:
•Unused and in Original Condition: The item must be unused and in the same condition that you received it. This means it should show no signs of wear, use, or damage.
•Original Packaging: The item must be returned in its original packaging, including all tags, manuals, and accessories.
Non-Returnable Items
Certain types of products are exempt from being returned due to their nature, for hygiene reasons, or because they are customized. These include:
•Custom-made or Personalized Items: Products that have been specifically made or personalized according to your specifications.
•Hygiene and Safety Items: For health, hygiene, and safety reasons, items such as opened apparel, intimate wear, or certain personal care products may not be eligible for return once opened or used. Any specific non-returnable items will be clearly indicated on their respective product pages at the time of purchase.
We strive to provide clear information regarding the return eligibility of all products on their respective product pages to ensure full transparency before your purchase.
3. How to Initiate a Return
To initiate a return, please follow these steps:
1.Contact Customer Service: Send an email to our customer service team at support@essentialhoodie.com.co. Please include your order number, the name of the item(s) you wish to return, and the reason for the return (e.g., defective, damaged, buyer’s remorse, wrong size).
2.Await Instructions: Our team will review your request and provide you with detailed instructions, including a return shipping label if applicable. Please do not send your purchase back without first contacting us and receiving authorization, as this may delay your refund or exchange.
4. Refund Process
Upon receiving your returned item, we will inspect it to ensure it meets our return eligibility criteria. We will then send you an email notification regarding the approval or rejection of your refund.
•If Approved: Your refund will be processed promptly. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 7 business days of approval. The time it takes for the refund to appear on your statement may vary depending on your bank or payment provider.
•If Rejected: We will notify you via email of the reason for the rejection. This may occur if the item does not meet the eligibility criteria (e.g., used condition, missing packaging).
Late or Missing Refunds
If you have been notified of an approved refund but have not yet received it, please take the following steps:
1.Check Your Account: First, recheck your bank account or credit card statement.
2.Contact Your Bank/Credit Card Company: It can take some time for a refund to be officially posted. Contact your credit card company or bank directly to inquire about the pending transaction.
3.Contact Us: If, after completing the above steps, you still have not received your refund, please contact us at support@essentialhoodie.com.co. We will investigate the matter further.
5. Exchanges
We primarily offer exchanges only for items that are defective or damaged upon arrival. If you have received a defective or damaged item and need to exchange it for the same product, please contact us immediately at support@essentialhoodie.com.co. We will guide you through the exchange process, which typically involves returning the damaged item and arranging for a replacement.
If you wish to exchange an item for a different product, size, or color due to reasons other than defect or damage, please initiate a return for the original item as per our return policy and place a new order for the desired item.
6. Shipping Returns
Unless the item is defective or damaged upon arrival, you are responsible for paying for your own shipping costs for returning your item. Shipping costs incurred for the original purchase are non-refundable. If a refund is issued, the cost of return shipping will be deducted from your refund, unless the return is due to our error (e.g., wrong item shipped, defective product).
For high-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if you do not use a trackable method.
7. Policy Consistency and Accessibility
This return and refund policy is designed to be consistent with the information provided in our Google Merchant Center account and across all relevant sections of our website, including product pages and the website footer. We ensure that this policy is easily accessible to all users without requiring login or personal information.
8. Need Help?
If you have any questions or require assistance regarding our return and refund policy, please do not hesitate to contact our customer service team at support@essentialhoodie.com.co