We do not accept returns of our products due to the environmental impact of reverse shipping and sanitary reasons. Over 5 billion pounds of waste is created annually due to reverse shipping. We ask that our customers, use what they have, buy what they need and ask LOTS of questions before purchasing. We do still want you to be happy with and excited about your purchase, so if you have an issue, please email: [email protected]. All requests will be handled on a case by case basis.
We strongly encourage you to read our product descriptions, ingredients and care instructions thoroughly and to make well-educated purchasing decisions. If you have any questions, please email us prior to purchasing.
ADDITIONS OR CANCELLATIONS
To avoid confusion and ensure a speedy delivery, please check your order carefully before you check out. That being said, we know that mistakes happen. If you have forgotten to add something to your order or you wish to change it, please email us immediately. Choosing to contact us via social platforms (Instagram, Facebook, etc.), will not guarantee that your request will be received. And, as we are not able to add items to an existing order, the order will be cancelled and the customer will be responsible for submitting the order again.
Please Note: If the order has already been processed, then cancelling the order will not be possible.
If you wish to cancel your order completely, you must contact us within 24 hours by email: the order can only be cancelled if it has not been shipped. If the order has been shipped, then the order will stand and cannot be cancelled, and no refund will be issued. Essence Dental Hygiene Ltd. reserves the right not to ship and cancel an order for any reason.
INCORRECT, DAMAGED OR LOST GOODS
If we shipped the wrong item to you by mistake, save the item and please contact us within 5 business days of receipt at: [email protected]. We will provide you with a return label and once we receive the item, we will ship the correct item at no additional cost.
If you received damaged products, save all contents and packing material and contact us within 5 business day of receipt at: [email protected]. Please provide your order number, and a photo of the damaged product and shipping materials to ensure speedy customer service response time. Failure to contact us within 5 business days voids any responsibility we may have had.