At Imperial Essence, we prioritize customer satisfaction and are committed to providing a smooth and reliable return and exchange experience. Customers may request a return or exchange within 7 calendar days from the date the product is delivered. All return and exchange requests must comply with the conditions outlined below to ensure proper processing.
To be eligible for a return or exchange, the product must be sent back in its original packaging, without any visible signs of use, wear, damage, or alteration. All included items—such as tags, manuals, accessories, and protective materials—must be returned in their original condition. Items that have been used, damaged, altered, or returned incomplete may not qualify for a refund or replacement.
Imperial Essence does not accept returns or exchanges based solely on preference-related issues such as color, size, style, or other personal-choice factors, unless the item received is different from what was ordered or arrives defective. Requests based on customer remorse will not be processed unless legally required under U.S. consumer protection standards.
If the product arrives defective or damaged, customers must provide video or photographic evidence at the time the request is submitted. This documentation ensures that our team can evaluate the situation accurately and provide a quick resolution.
To request a return or exchange, customers must contact us via email at sac@imperialessence.com and provide the following details: the product name, the order number, the email used during purchase, the reason for the request, and the necessary evidence in case of defects. After reviewing the provided information, our support team will send the instructions and return address for shipping the product back to our facility.
Once the returned item has been received and inspected by our quality control team, Imperial Essence will issue a refund for the full value of the product, including applicable shipping charges. Refunds may take up to 7 to 10 business days to appear on the original payment method, depending on the customer’s financial institution.
If the product is returned due to incorrect or insufficient address information, customer refusal, or repeated failed delivery attempts, the customer will be responsible for any additional reshipping fees. Should the product be returned to our international warehouse, the delivery timeframe will restart from the date the reshipment is confirmed.
Imperial Essence reserves the right to deny any return or exchange that does not comply with the terms outlined in this policy. For questions or assistance, customers may contact us at sac@imperialessence.com.
