At The Essence Vault, we want your fragrance experience to be as refined as our premium scents. While we carefully craft each product to meet our high standards, we understand that sometimes a return or exchange may be necessary. Our policy is designed with your satisfaction in mind while maintaining the integrity of our luxury products.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must:

  • Be in its original, unopened condition with all seals intact
  • Include the original packaging and any accessories
  • Be within 15 days of delivery (as verified by tracking information)
Please note: For health and safety reasons, we cannot accept returns or exchanges on the following opened personal care products:
  • Beard Oils
  • Men’s Aftershaves
  • Women’s Perfumes
These items may only be returned if they arrive damaged or defective, and are still in their original sealed condition.

The Return Process

Step 1: Initiate Your Return

To begin your return, please email our customer care team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number] Dear The Essence Vault Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: [Product Name] Quantity: [Quantity] Reason for Return: [Reason – e.g., changed mind, incorrect item received, etc.] I confirm that the item(s) are in their original, unopened condition with all packaging intact. Please advise on next steps for my return. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number along with return shipping instructions. Please include this RMA number clearly on your return package.

Step 3: Ship Your Return

Pack your item securely in its original packaging and ship to:

The Essence Vault Returns
906 Columbia Road
Philadelphia, PA 19146
USA

Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Step 4: Processing Your Return

Once received, our quality team will inspect your return within 3-5 business days. You will receive email notification once your return is processed.

Refund Information

Approved refunds will be issued to your original payment method within 7-10 business days after we receive and process your return. Please note:

  • Original shipping fees are non-refundable
  • Refunds may take additional time to appear in your account depending on your financial institution
  • For PayPal payments, refunds will be credited back to your PayPal account

Exchange Process

To exchange an item for a different fragrance or product:

  1. Follow the same return process outlined above
  2. In your return request email, clearly state the item you wish to exchange for
  3. Once your return is received and approved, we will ship your new item
  4. Any price differences will be charged or refunded accordingly

Exchanges are subject to product availability. If your requested exchange item is out of stock, we will contact you to discuss alternatives or issue a refund.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damaged product and packaging. We will arrange for a replacement or refund at no additional cost to you.

Our Commitment: At The Essence Vault, we stand behind the quality of our premium fragrances and home scents. If you’re unsatisfied with your purchase for any reason, please don’t hesitate to contact our Philadelphia-based customer care team. We’re here to ensure your fragrance journey is nothing short of exceptional.