Refund policy

Refund & Return Policy – Essence Haven

Last updated: 18 September 2025

Thank you for shopping at Essence Haven. We want you to be fully satisfied with your purchase, and this Return and Refund Policy explains your rights and how to initiate a return, exchange, or refund.

Scope and Intent

This policy applies to all purchases made through the Essence Haven website. Nothing in this policy affects your statutory rights.

In accordance with EU and UK consumer law, you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason. This right applies in addition to our 60-day return window.

Returns

We accept returns for both defective and non-defective products.

To be eligible, items must be new or lightly used. This includes products that have been opened or tested (for example, spraying a scent once or twice), but not those that show clear signs of extended use.

Bottles used beyond a few sprays, or returns made after 60 days, cannot be accepted. For bundle purchases, refunds apply when all items are returned together. If only part of a bundle is returned, we will work with you to find a suitable solution, such as an exchange.

You have 60 days from the date you receive your order to request a return.

All returns must be authorized by our customer support team before being shipped back.

Returns sent without prior authorization will not be accepted.

Authorized returns should be mailed to:
Essence Haven – Vasagatan 58, 411 37 Gothenburg, Sweden

Return Shipping

Defective, damaged, or incorrect products:
We take full responsibility and cover all return shipping costs.

Non-defective returns (change of mind, etc.):
We offer free returns for all orders. Customers can simply download and print their prepaid return label — no additional cost or hassle.

Restocking fees:
We never charge restocking fees.

Exchanges

We accept exchanges. Customers may return the original item and request a replacement of equal value, or they can place a new order for the desired product after the return is approved.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.

If approved, refunds are typically processed within 10 business days (and always within 14 business days) to your original payment method.

Please note that it may take additional time for your bank or credit card provider to post the refund.

If more than 14 business days have passed since your refund was approved, please contact us at info@theessencehaven.com.

Special Situations

  • Damaged on Arrival: We recommend notifying us within 48 hours.

  • Incorrect Product Received: We will cover return shipping and send the correct product.

  • Product Never Arrived: Contact us to investigate with the courier. If lost, we will replace or refund.

  • Cancellation Before Shipping: Orders can be cancelled before dispatch. Once shipped, the return process applies.

Contact Information

Essence Haven
Email: info@theessencehaven.com
Business Address: Vasagatan 58, 411 37, Gothenburg, Sweden
Customer service hours: Monday–Friday, 09:00–18:00 (GMT+01:00, Stockholm)