Refund policy

At Esencya (esencya.eu), we want you to be completely satisfied with your purchase of perfume raw materials, essential oils, and aromatic molecules. If you are a consumer within the European Union, you have the statutory right to withdraw from the contract within 14 days without providing any reason.

Right of Withdrawal (14-Day Cooling-Off Period)

  • Timeframe: You have the right to withdraw from your purchase within 14 days from the date you (or a third party designated by you, other than the carrier) received the goods.
  • Notification: To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement sent via email to: info@esencya.pl or by postal mail to:
    Konrad Cywiński - Esencya
    Ul. Gliniana 11, 95-030 Rzgów, Poland

Exceptions to the Right of Withdrawal

In accordance with EU consumer protection law (Directive 2011/83/EU, Art. 16(e)), the statutory right of withdrawal does not apply to:

  • Sealed goods unsealed after delivery: Fragrance raw materials, aroma molecules, and essential oils that were delivered in sealed bottles/containers and have been opened, unsealed, or tested after delivery, as they cannot be returned due to health protection, safety, and chemical hygiene reasons.
  • Custom-formulated or clearly personalized products.

Return Process

  1. Contact us at info@esencya.pl with your order number and the list of unopened items you wish to return.
  2. Send the items back safely packed in their original, intact packaging no later than 14 days from notifying us of withdrawal, to:
    Esencya - Returns
    Ul. Gliniana 11
    95-030 Rzgów, Poland
  3. Return Shipping Costs: The customer is responsible for the direct costs of returning the products, unless the item was sent in error or defective.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 14 calendar days using the same payment method originally used for the order. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.

Damaged or Defective Items (Complaints)

If your order arrived damaged during transport, leaked, or incorrect:

  • Please notify us immediately at info@esencya.pl within 48 hours of delivery, attaching photos of the damaged package, shipping label, and bottles.
  • We will review the claim within 14 days and arrange a prompt replacement or full refund.