Returns and Complaints

We care about our customers' satisfaction, which is why we allow returns of purchased products in accordance with applicable regulations. Below, you will find detailed information regarding returns.

According to the Polish Consumer Rights Act, buyers have the right to withdraw from a distance contract within 14 days of receiving the goods. However, this applies only to products that:

  • Are returned in an undamaged condition.

  • Have not been opened (e.g., perfumes in their original, sealed packaging).

If the perfume has been opened or used, the seller has the right to refuse the return, as such products are excluded from the right of withdrawal due to health protection and hygiene reasons.

When Can Perfume Be Returned?

1. The product is unopened:
You may return the perfume if it is in its original, undamaged packaging (e.g., the protective seal remains intact).

2. The product is defective or damaged:
If you receive a faulty product (e.g., a broken bottle, leaking liquid), you have the right to file a complaint and request a refund or replacement. In such cases, the seller covers the return shipping costs.

3. Order error:
If the seller sent the wrong product, you have the right to return and exchange it, even if the packaging has been opened.

When Is a Perfume Return Not Possible?

  • If the perfume has been opened, used, or its packaging has been damaged (e.g., torn protective film).

  • If the scent does not meet your expectations – the right to return within the withdrawal period applies only to goods in their original condition, not to subjective evaluations of their quality.

How to Return a Product?

📩 Notify us about your return request:
Send an email to [email protected] or contact us via Instagram @orientessence.pl
Include your order number and the name of the product you wish to return.

📦 Send the product back:
Once our team confirms your return request, pack the product securely to prevent damage during shipping.
Send the package to the address we provide in response to your message.
The return shipping cost is covered by the customer (unless the product was faulty).

💰 Refund process:
After receiving and inspecting the returned product, we will process your refund within 14 business days.
The refund will be issued to the same account used for the original payment or in another agreed-upon manner.

Complaints

If you receive a faulty product, please contact us immediately so we can resolve the issue.
For valid complaints, we will cover the return shipping cost and offer either a replacement product or a full refund.