Returns & Refunds Policy

Returns & Refunds Policy Last updated: 2025-09-16
Returns
  • You have 30 days from delivery to request a return.
  • Eligibility: items must be in the same condition as received—unworn/unused, with tags, and in the original packaging. A receipt or proof of purchase is required.
  • Start a return: email support@essence-ciel.com. Approved returns must be sent to: [Essence Ciel 3887 rue du Lac-Noir, Thetford Mines, Québec, Canada G6H 1T1].
  • Once approved, we’ll send a prepaid return shipping label and instructions on how and where to send your package. Items sent back without a prior return request will not be accepted.
  • Questions: support@essence-ciel.com
Damages and Issues
  • Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate and make it right.
Exceptions / Non-returnable Items
  • Non-returnable: perishable goods (e.g., food, flowers, plants), custom-made/special orders/personalized items, personal care goods (e.g., beauty products), hazardous materials, flammable liquids, or gases.
  • We also do not accept returns of sale items or gift cards.
  • If you’re unsure about a specific item, contact us.
Exchanges
  • The fastest way to get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
EU 14-Day Cooling-off Period
  • If goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in the same condition as received—unworn/unused, with tags, and in the original packaging. A receipt or proof of purchase is required.
Refunds
  • We’ll notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, you’ll be refunded to your original payment method within 10 business days.
  • Your bank or credit card company may take additional time to process and post the refund.
  • If more than 15 business days have passed since your refund was approved, contact us at support@essence-ciel.com.
Optional additions (tell me if you want these included)
  • Return shipping cost: customer-paid vs. prepaid label deducted from refund
  • Restocking fee: yes/no and percentage
  • Original shipping fees: refundable or not
  • Defect report window: 7 days vs. “reasonable time”
  • International returns: carrier/method requirements