Refund Policy & Dispute Resolution – Essaluna

Refund & Exchange Policy

Due to the nature of cosmetic and personal care products, the following policy applies:

1. Eligible Refunds and Exchanges

Customers may request a refund or exchange if:

·         The product received is damaged.

·         The product received is defective.

·         The wrong product was delivered.

·         The product arrived with a manufacturing defect.

Any request must be submitted within 14 days of receiving the order.

2. Non-Refundable and Non-Exchangeable Products

For hygiene and safety reasons, opened, used, or tampered cosmetic products cannot be returned or exchanged unless they are defective.

3. Condition of Returned Products

Returned products must:

·         Be unused.

·         Be in their original packaging.

·         Include all original labels and accessories.

4. Online Payment Refunds

Approved refunds will be returned to the original payment method within 7–14 business days, depending on the bank or payment provider.

5. Payment Errors

Any duplicate or incorrect charges will be refunded in full within 14–21 business days.

6. How to Request a Refund

Customers may submit refund or exchange requests through:

Email: info@essaluna.com

Phone: +201109551969

Dispute Resolution

In the event of any dispute regarding products, payments, deliveries, or services, customers should first contact Essaluna through the contact details provided above.

We will make every reasonable effort to resolve disputes amicably and fairly.

If a resolution cannot be reached, the dispute shall be governed by the laws of the Arab Republic of Egypt, and the competent courts of Cairo shall have exclusive jurisdiction.