Refund policy

At The Essentials 360, we want you to be happy with your purchase. If something is not right, please contact us and we will guide you through the return, replacement, or refund process.

1. Return Eligibility

  • Return requests must be submitted within 7 days of delivery.

  • Items must be unused, unwashed where applicable, and returned in their original packaging with all included accessories, manuals, and tags, where applicable.

  • Items damaged through customer misuse, alteration, or improper handling are not eligible for a change-of-mind return.

  • Products must be securely packed for return shipping.

These conditions do not exclude remedies that may be required under applicable consumer protection laws.

2. Sale and Discounted Items

Sale and discounted items are not eligible for returns or refunds for change of mind, such as a change in preference or ordering the wrong size or style.

However, sale and discounted items may still qualify for a replacement or refund if they arrive defective, damaged, or different from the item ordered, subject to applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

  • Contact us within 48 hours of delivery if your item arrives damaged, defective, or incorrect.

  • Provide your order number and clear photos or videos showing the issue and the product packaging.

  • Please do not use or attempt to repair the affected item before contacting us.

  • Our team will review your complaint and explain the next steps, which may include a replacement or refund, depending on the issue and applicable law.

  • If the item is confirmed to have arrived damaged, defective, or incorrect, we will cover the reasonable return shipping cost or arrange an appropriate collection method.

The 48-hour reporting request helps us investigate delivery issues promptly and does not remove any rights you may have under applicable law.

4. How to Request a Return

  1. Contact us through our website's Contact Us page or our published customer support email.

  2. Provide your order number, reason for the return, and photos if the item is damaged, defective, or incorrect.

  3. Wait for our team to approve the request and provide return instructions and the return address.

  4. Pack the item securely and send it using the instructions provided.

Please do not send an item back before receiving return instructions from our team.

5. Return Shipping Costs

  • For change-of-mind returns, the customer is responsible for the return shipping cost.

  • For confirmed damaged, defective, or incorrectly supplied items, we will cover the reasonable return shipping cost or arrange an appropriate collection.

  • Original delivery charges, where applicable, will be handled in accordance with the circumstances of the return and applicable consumer protection laws.

6. Refunds and Processing Time

Once we receive and inspect a returned item, we will notify you whether your refund has been approved.

Approved refunds will generally be processed within 5–7 business days after approval. The time it takes for the funds to appear in your account may depend on the payment provider or bank.

Online Payments

For orders paid online, approved refunds will normally be sent to the original payment method where supported. If that method is unavailable, we will contact you to arrange another mutually agreed, supported refund method.

Cash on Delivery (COD)

For orders paid by Cash on Delivery, refunds will be issued through bank transfer or another mutually agreed, supported refund method. We may request the account details needed to complete the transfer.

We will confirm the refund method with you before processing the refund. Please allow additional time for your bank or payment provider to complete the transfer.

7. Exchanges

Exchanges are available for items confirmed to be damaged, defective, or incorrectly supplied, subject to stock availability and applicable consumer protection laws.

Please contact us within 48 hours of delivery and provide your order number and clear photos or videos of the issue. Our team will guide you through the replacement process.

8. Non-Returnable Items

The following are generally not eligible for change-of-mind returns:

  • Sale or discounted items.

  • Customized or made-to-order products.

  • Items showing customer-caused damage, alteration, or signs of use.

These exclusions do not apply where a replacement, refund, or other remedy is required by applicable consumer protection laws, including for defective or incorrectly supplied products.

9. Contact Us

For return, exchange, or refund assistance, please contact us through our website's Contact Us page or the customer support details pub