If you’re not happy with your purchase from True Essence, we’re here to help. We accept returns or exchanges that meet our requirements. If you have any questions or need assistance, feel free to contact us at info@truessenceco.com.
Please review the following guidelines for returns and exchanges. If you just need to know how to handle your return, please skip to the next section.
Our Return Policy
True Essence accepts requests for returns or exchanges within 14 days of the delivery date. Any requests made more than 14 days after delivery won’t be accepted.
Only products in their original, unopened packaging, and haven’t been used can be returned for a refund or exchange. Please note that if you’re returning an entire order, the sample included must also be returned, or a $10 deduction will be made from your refund.
If a product is damaged or defective upon delivery, it can be returned for a refund or exchange. Please inspect the product upon receipt and contact us immediately to file a report. We’ll then determine if the item is eligible for return based on the information provided.
Returns are only accepted for products purchased at trueessence.com. Refunds will be issued to the original purchaser and account. For orders placed using a voucher, a new voucher will be issued with the same expiration date, if applicable.
Shipping costs are non-refundable unless the item received is damaged or faulty.
Sale items, special orders, engraved, or personalized items are not eligible for returns.
Products must be returned in their original box with packing materials and a copy of the shipping invoice. Please note that True Essence is not responsible for lost, stolen, or mishandled returned packages.
Faulty Goods
If you receive items that are broken or faulty, we’ll exchange or refund them. Please contact our online customer service at info@truessenceco.com, and we’ll guide you through the process, including providing a courtesy return label for shipping the item back.
How to Make Your Return for UAE Orders
Please review all requirements for returns and exchanges.
Contact us via email at info@truessenceco.com or live chat to initiate the return process before shipping your return.
Carefully pack the item(s) back into the original packaging, including the outer delivery box, with enough packing material to prevent breakage. Ship to:
True Essence Returns
Distribution Center
Wadima plaza 1 shop 04 Dubai Gold Souk Extension Deira Waterfront Properties Dubai, UAE.
Once the return is done, please contact us via email at info@truessenceco.com or live chat with your name, order number, reason for return, and tracking information for the return shipment.
For all other orders, please contact us via email at info@truessenceco.com or live chat on our website.
Once the item is received and passes our Quality Control review, a refund will be issued to the original purchaser and account. Please allow 4-8 business days for the refund to reflect in your account.