Refund policy

Last Updated: August 8, 2026

At Esmethia, we want you to have a positive shopping experience. This Returns & Refund Policy explains how returns, cancellations, replacements, and refunds are handled for purchases made through Esmethia.com.

Nothing in this policy affects any consumer rights that cannot legally be excluded or restricted.

1. Change-of-Mind Returns

For eligible online purchases, customers may cancel their order within 14 days of receiving the goods, subject to applicable law and the exceptions described in this policy.

If you wish to return an eligible product because you have changed your mind:

The product should be returned within the applicable cancellation period.
The product should be handled with reasonable care.
The product should be returned in its original condition and packaging where reasonably possible.
You should contact us before returning the product so we can provide the appropriate return instructions.

Customers may be responsible for the direct cost of returning the product where permitted by applicable law.

2. Products That Cannot Be Returned

Certain products may not be eligible for change-of-mind returns where permitted by law.

This may include products that have been:

Opened or used where health or hygiene requirements make them unsuitable for return.
Personalised or made specifically for the customer.
Damaged through misuse or improper handling.
Clearly identified as non-returnable before purchase.

This does not affect statutory rights relating to faulty, damaged, or incorrectly supplied goods.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is:

Damaged;
Defective; or
Different from the product you ordered,

please contact us as soon as possible.

To help us investigate the issue, we may request:

Your order number;
A description of the problem;
Photographs of the product and packaging; and
Other reasonable information where necessary.

Depending on the circumstances and applicable law, we may provide a replacement, repair, refund, or other appropriate remedy.

4. How to Request a Return

Before returning any product, please contact us:

Email: info.esmethia@gmail.com
Phone: +44 7700 713335

Please include:

Full name
Order number
Product name
Reason for the return
Photographs or other supporting information where applicable

Please do not send a product to our business address unless we specifically instruct you to do so.

We will provide the appropriate return instructions after reviewing your request.

5. Return Shipping

For a change-of-mind return, the customer may be responsible for the direct cost of returning the product where permitted by applicable law.

If the product is defective, damaged, incorrect, or otherwise our responsibility, we will provide an appropriate remedy in accordance with applicable law.

We recommend using a tracked delivery service when returning a product.

6. Refunds

Once an eligible returned product has been received and, where necessary, inspected, we will process the applicable refund.

Refunds will normally be made using the original payment method.

Where a statutory cancellation right applies, refunds will be processed within the applicable legal timeframe.

The time required for the refund to appear in your account may depend on your bank or payment provider.

7. Delivery Charges on Refunds

Where a customer exercises an applicable statutory cancellation right, the standard delivery charge paid for the original order will generally be refunded.

If the customer selected a more expensive delivery service than our cheapest standard delivery option, we may only be required to refund the cost of the cheapest standard delivery option, where permitted by law.

8. Product Condition and Diminished Value

Customers may inspect products in a reasonable manner to determine their nature, characteristics, and functionality.

If a product is handled beyond what is reasonably necessary to inspect it and its value is reduced as a result, a deduction may apply where permitted by applicable law.

This does not affect statutory rights relating to faulty or incorrectly supplied products.

9. Cancelled Orders Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch.

If the order has already been dispatched, the applicable return or cancellation procedure may apply instead.

10. Undeliverable or Refused Orders

If an order is returned because of an incorrect or incomplete delivery address, refusal of delivery, or repeated unsuccessful delivery attempts, please contact us.

Any applicable additional shipping or return costs may be deducted from a refund where permitted by applicable law.

11. Exchanges

We may offer exchanges where appropriate and where the replacement product is available.

If an exchange is not available, we may provide another appropriate remedy, including a refund where applicable.

For defective, damaged, or incorrect products, the available remedy will be handled in accordance with applicable consumer rights.

12. Consumer Rights

Nothing in this policy limits or removes any mandatory consumer rights available to you under applicable law.

Where applicable law provides greater rights than those described in this policy, those legal rights will apply.

13. Contact Us

If you have any questions about returns, refunds, cancellations, exchanges, damaged products, or defective products, please contact us:

Esmethia