RETURNS & REFUNDS
SHIPPING INFORMATION
Please note that all products are shipped directly from our partners in China. Delivery typically takes 7–14 working days, but times may vary depending on high-volume orders or customs processing.
Important: Returns must be sent back to China at the customer’s expense.
14-DAY RETURN POLICY
We want your shopping experience to be simple and satisfying. You have 14 days from the day you receive your item to initiate a return if you are not completely satisfied with your purchase.
Conditions for Returns
To be eligible for a return, your item must:
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Be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging.
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Be accompanied by the receipt or proof of purchase.
Note: Items returned without meeting these conditions, or without initiating a return request, will not be accepted.
HOW TO INITIATE A RETURN
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Contact Us: Email info@deenessence.com with your order details and reason for return. We will provide detailed instructions.
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Prepare Your Package: Carefully pack the items you are returning along with the packing slip included in your shipment.
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Ship Your Return: Return the package to China using your preferred carrier. Return shipping costs are the responsibility of the customer, unless the item received was incorrect or damaged.
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Receive Your Refund or Exchange: Once we receive and inspect your return, we will issue your refund or process your exchange within 5 business days.
DAMAGES AND ISSUES
Inspect your items immediately upon receipt. If there are any defects, damage, or incorrect items, contact us right away. We are committed to resolving any issues promptly.
EXCHANGES
For faster service, we recommend returning your item first and placing a separate order for the replacement.
EUROPEAN UNION 14-DAY COOLING OFF PERIOD
Customers in the EU have the right to cancel or return an order within 14 days, for any reason, without justification, in addition to our standard return policy.
REFUNDS
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After inspecting your returned items, we will notify you whether your refund is approved.
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Approved refunds are processed to your original payment method within 10 business days. Processing times may vary depending on your bank or card issuer.
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If you do not receive your refund within 15 business days after approval, please contact info@deenessence.com.
Important: All items are shipped from China and must be returned to China at the customer’s expense.
ADDITIONAL INFORMATION
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Return Period: 14 calendar days from receiving your package.
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Shipping Costs: Return shipping is the customer’s responsibility unless the item received was incorrect or damaged.
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Product Condition: Items must be returned clean, unworn, and in their original condition, including labels and packaging.
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Proof of Shipment: Keep your return tracking number for any investigation into missing or delayed returns.
We aim to process returns or exchanges within 14 calendar days. Refunds may take up to 10 calendar days to appear in your account, depending on your bank or card issuer. Refunds are committed to being issued within 14 calendar days of the return process.
Note: Returns that do not comply with this policy may be refused at Deen Essence's discretion.