Return & Refund Policy

This Return, Exchange and Refund Policy shall only be applicable for purchase of Dr Esence Products through Dr Esence's Head Quarters or E-commerce platform only.

  1. Dr Esence in its best effort shall ensure that orders are correctly fulfilled. Should there be any discrepancy of products delivered and the customer wishes to return and refund, the customer must notify the company by sending an email to customer@dresence.com or by calling our Customer Service Team hotline at 03-5613 5626 within 7 working days of receiving their item. The company will contact the Customer within one (1) working days upon receiving the email to guide the customer through the procedures in respect with the return/ exchange and refund of product(s) policy. The customer is advised to wait for further instructions for the next course of action. In the event the Customer does not receive any reply from the management after the aforesaid period, the customer may contact the customer service team hotline at 03-5613 5626 for enquiries.
  2. If the customer opts for replacement or exchange of products, the particular affected product MUST be returned to Dr Esence HQ strictly adhering to Clause No. 3. All replacements or exchange of products shall be subjected to stock availability.
  3. Only regular priced items are exchangeable within seven (7) working days from the date of delivery with the presence of original receipt and the complete set of the original packaging (inclusive price tag, care label, and other collateral insertions).
  4. Strictly no return, refund and exchange for any type of promotional item(s) or special priced item(s).
  5. Return/Exchange/Refund of products can be arranged under the following reasons:
    1. If any product has been delivered in a damaged or defective condition; or
    2. if the product is out of date or expired; or
    3. if the delivered product is wrong and/or different from the order
      • In addition, to clause 1, 2, and 3 above, Customer shall return the product in an unused and in its original condition, quantity and packaging as it is the first delivered product to the Customer together with the proof of order, payment and delivery of the products.
  6. Dr Esence reserves the sole rights to refuse any refund, return and exchange activities based on the condition of the item(s) and the fulfilment procedure as stated below:
    • Items that are going to be returned, refunded or exchanged will be checked by the Customer Service representative to avoid any faulty or irregulated refunds, returns and exchanges. The Customer Service team may request photographic evidence regarding the faulty or incorrect item(s) before authorizing a return for full reimbursement. Items(s) that has any sign of use or wear will not be accepted and will be immediately returned to the customer with written consent.
  7. All refunds will be made via the same mode of payment within 14 working days. Depending on the appointed financial institution’s refund policy and according to what is stated in the transaction receipt. The date of the refund will depend on the duration the appointed financial institution takes to finalise the refund. Dr Esence shall not be liable for any losses, damages, costs or expenses that the customer or any related party may endure as a result of any circumstantial delays in the appointed financial institution’s processing time for the required refund.
  8. The Customer is required to send back the affected product(s) to Dr Esence via a reliable courier service company at the following address: –
    • Dr Esence, Attn: Customer Relations Department
      No. 13, Jalan Nilam 2, Taman Perindustrian Teknologi Tinggi Subang,47500 Subang Jaya, Selangor

       
  9. Alternatively, the customer may also bring the affected product(s) directly to Dr Esence’s HQ for exchange.
  10. The Customer shall be solely responsible for the risks and condition of the product that is to be returned until it reaches Dr Esence's HQ.Dr Esence will not be liable for any losses or damages of the product before it safely arrives at Dr Esence's HQ. Customers are advised to pack safely the product to prevent any losses or damages of the product or its box or its original packaging.
  11. An administrative charge of 5% will be deducted for processing and verifying the refund. Strictly no refund requests will be accepted after seven (7) working days from purchase date.

Thank you,

Dr Esence Sdn Bhd