All returns must be authorized in advance. TERRA-TORY accepts returns on unopened, unused products for 7 days after delivery. To receive an authorization, please e-mail us to weloveusop@essence.com with your name, order number and the reason for the return and we will get back to you with the return instructions.
TERRA-TORY Skincare accepts returns for:
- Damaged product(s)
- Wrong product(s) shipped by the seller
- Products with not matching description with that on our website
In case of damaged product:
We proceed to its immediate replacement without any extra charge to the customer. Please inform us either by sending an e-mail to weloveusshop@essence.com mentioning your Order Number. Please be detailed when you give the reason for the return. TERRA-TORY Skincare will try to accommodate return requests, but we reserve the right to deny returns on opened and used products, especially those that have not been authorized and cleared for return in advance. The customer must cover the shipping costs of return, for all returns that are not the result of errors made by TERRA-TORY Skincare.
If you think that you have received the product either in a bad condition or if the packaging is tampered with or damaged during delivery, please refuse to accept the package and hand it back to the delivery person. Please send us an email then with the reason you refused to accept the package to weloveusshop@ssence.com mentioning your Order Number. We will do our best to ensure that the payment received for the damaged product will be refunded within 10 working days. Please make sure that the original product tag and packing are intact when you send us the product back.
Apart from condition reserved herein above, the following products are not eligible for return or replacement:
- Any product exceeding 48 hours of delivery at your end
- Any product that exhibits physical damage either to its packaging or to the product itself
- Any product that is returned without all original packaging and accessories and all other items originally included with the product at the time of delivery
For any queries or complaints do not hesitate to e-mail us to weloveusshop@essence.com mentioning your Order Number.
In case of a non-defective product, returns can be done in the following cases:
- If you place a return request within 7 business days upon delivery of the product.
- The packaging is not damaged and the product is maintained in its original condition. You are charged with shipping fees.
