Refund policy

1. Damaged, Defective, or Misprinted Items

"At Essenciera Conturee, we stand by the quality of our products. If your order arrives damaged, defective, or with a printing error, we offer a 100% full refund or a free replacement. Please contact us at support@essencieraconturee.store with a photo of the item and your order number within 30 days of delivery. We will cover all costs for replacements."

2. Returns & Change of Mind

"Because our products are made-to-order and personalized for you, we do not accept returns or exchanges for 'change of mind' or incorrect size selection once an order has been processed. We encourage you to review our size charts carefully before purchasing. If there is an issue with your order, please reach out to our support team and we will do our best to assist you."

Note: In the Merchant Center settings, you should select "No" for "Do you accept returns for change of mind?" but "Yes" for "Do you accept returns for defective products?"

3. EU Right of Withdrawal

"In accordance with European Union law, consumers have a 14-day right of withdrawal. However, per Article 16(c) of Directive 2011/83/EU, this right does not apply to the supply of goods made to the consumer's specifications or clearly personalized. As all Essenciera Conturee items are custom-printed upon order, they fall under this exception."

4. Wrong Address & Unclaimed Shipments

"If a package is returned to our facility due to an incorrect address provided by the customer or if the shipment goes unclaimed, the customer will be responsible for the cost of reshipment. Orders not claimed within 30 days may be donated or recycled."