Refund policy
1. Overview
We want you to love your purchase from Essence Jewelry. If for any reason you are not satisfied, we offer returns within 30 days of delivery, subject to the terms below.
To be eligible for a return, the item must be in unused condition, with original tags, protective packaging, and proof of purchase. Returns that do not meet these conditions may be rejected.
Personalized items are not eligible for return.
Please do not send your item back without first contacting our team — unauthorized returns will not be accepted.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost or damaged in transit.
You can start a return request by emailing us at support@essencebysagi.com.
For more information, including exceptions and instructions, please review the sections below.
2. Eligibility for Returns
To qualify for a return, the item must meet all of the following conditions:
- Returned within 30 days of the delivery date
- In its original condition, unworn and unused
- Includes all original tags, boxes, pouches, and packaging
- Accompanied by a valid receipt or proof of purchase
Items that show signs of wear, have been altered, damaged, or are missing parts of the original packaging will not be eligible for a return.
Return shipping costs may apply unless the item arrived damaged or defective (see section on Damaged Items).
3. How to Start a Return
To initiate a return, please email our customer support team at support@essencebysagi.com with the following information:
- Full name
- Order number
- Reason for the return
- Clear photos of the item (if damaged or incorrect)
If your return request is approved, we will provide you with a return shipping label and instructions on how and where to send your package.
Returns must be sent to the following address:
Essence Jewelry – Returns Department
14200 Grand Pre Road, Apt 103
Aspen Hill, Maryland, ZIP 20906
United States
Important: Items sent back without prior approval will not be accepted or refunded.
4. Damaged or Incorrect Items
We take great care in inspecting and packaging each order. However, if your item arrives damaged, defective, or incorrect, please contact us within 3 business days of delivery.
Email us at support@essencebysagi.com and include:
- Your full name and order number
- Photos showing the issue clearly (including the packaging, if applicable)
- A brief description of the problem
Once we receive your message, our team will review the case and, if eligible, arrange a replacement, refund, or provide further instructions.
5. Exceptions / Non-Returnable Items
Certain products cannot be returned for health, hygiene, or customization reasons. These include, but are not limited to:
- Custom or personalized jewelry (including engraved or made-to-order pieces)
- Gift cards
- Sale or clearance items
- Opened or used personal care items (e.g., beauty products)
- Items damaged due to misuse, improper care, or wear and tear
All personalized or custom-made items are final sale and non-returnable.
If you're unsure whether your item is eligible for return, please contact us at support@essencebysagi.com before initiating a return.
6. Exchanges
We do not offer direct item-for-item exchanges at this time. If you wish to replace an item, the best way is to return the original product following our return process. Once your return is approved and processed, you may place a new order for the desired item separately.
This ensures faster processing and reduces the risk of item availability issues. If you have any concerns, feel free to reach out to us at support@essencebysagi.com.
7. European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the legal right to cancel or return your order within 14 days of receipt — for any reason and without the need to justify your decision.
To be eligible, your item must be in the same condition as when received: unworn or unused, with original tags, and in its original packaging. A valid receipt or proof of purchase is also required.
To initiate a return under this right, please email us at support@essencebysagi.com within 14 days of delivery.
8. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund request.
If approved, the refund will be issued automatically to your original method of payment within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@essencebysagi.com.