Returns Policy

Thank you for shopping with us at Essentia Gifts.

Returns/Refunds or Replacements

We gladly accept returns and offer refunds or replacements for items that have been received damaged.

However, if the product is damaged through misuse or accidental damage, a refund will not be provided. Returns and refunds will also not be provided due to customer error, for example selecting incorrect colour/design choice, not reading item descriptions before purchasing and providing the incorrect shipping address.

As all our products are custom made to your requests and not resaleable, once an order is placed and made, it is considered final and cannot be altered or cancelled. We strongly advise you to please decide carefully or request our free digital mock-up service to visualise your product prior to finalising your order.

Submitting a Return/Refund or Replacement Request for Damaged Goods

If you have received your item damaged, please contact us within 5 days of delivery, to be eligible for a return and refund or replacement request.

If you are expecting a refund, we usually will require you to post the item back to us. You must ensure that the product:

  • Is with all original contents
  • Is in the same condition you received it
  • Is shipped back within 3 days of return and refund acceptance

*Please note that Shipping & Handling costs are non-refundable. A refund only includes your product price at time of purchase.

In order to submit your refund or replacement request, please contact us with the following information:

  • Your Name
  • Purchase Date
  • Reason for Return
  • Quantity Purchased
  • Order Total minus Shipping & Handling
  • Attach copy of Satisfactory Proof of Purchase – for example, copy of your PayPal Transaction Receipt
  • Attach Photo Evidence of Damage

* If you are unable to provide satisfactory proof of purchase, then a returns request will be at our discretion.

Once we have received your refund/replacement request, we will review your request and if accepted, we will provide you with the necessary return details. When returning the item, the buyer is responsible for arranging the return shipping and all related costs. The returned item must:

  • Be adequately protected for shipping
  • Be sent via a tracked postal service, and tracking details provided to us upon shipment

Once we have received the item and inspected it, you will receive an email notifying you of the status of your refund. If your return is approved, a refund will be initiated and can take up to a few business days to complete, depending on your bank or card issuer’s policies.

Where an item is not returned in its original condition, the buyer is responsible for any loss in value and in some circumstances, may result in a refund not be provided.

If you would like to submit a return and refund or replacement request or have any questions on how to return your product to us, please Contact Us.

Order Cancellations and Changes

Once an order is placed on this Site, it is considered final and cannot be altered or cancelled. We strongly advise you to please decide carefully before finalising your order.

However, if you have any issues, questions or need assistance with your order, please Contact Us immediately and we will endeavour to assist you as best as possible.