Accessories
Exchange Policy
At Esentiments, your satisfaction is our top priority. We take great care in packaging and delivering every order — but we understand that sometimes things do not go as planned. This page explains our exchange policy clearly so you always know exactly what to expect.
Last updated: April 2026
Our Promise to You
If you receive an item that is damaged, defective, or different from what you ordered, we will make it right — quickly and without hassle. We have been serving thousands of customers across Pakistan since 2015, and we stand firmly behind every product we sell.
When Can You Request an Exchange?
You are eligible to request an exchange if:
- The item arrived damaged or broken during delivery
- The item is defective or does not work as described
- You received the wrong item (different product or color than ordered)
- The item is significantly different from what was shown on the website
When Exchange Is Not Applicable
To keep our policy fair for everyone, exchanges are not accepted in the following cases:
- Change of mind after receiving the product
- Item was damaged due to customer misuse or mishandling
- Exchange request is made after 48 hours of delivery
- Item has been used, washed, or is not in its original condition
- Original packaging has been discarded or damaged
- Sale, clearance, or discounted items (unless defective)
How to Request an Exchange — Step by Step
Requesting an exchange is simple. Just follow these steps:
- Act within 48 hours
As soon as you receive your order, inspect it carefully. If there is an issue, contact us within 48 hours of delivery. - Take photos or a short video
Capture clear photos or a video of the damaged or incorrect item, along with the packaging. This helps us process your request quickly. - Contact us on WhatsApp
Send us a message on WhatsApp at [03-111-008-552] with:- Your full name
- Your order number
- Photos or video of the issue
- Brief description of the problem
- Wait for our response
Our team will review your request and respond within 24 hours on business days (Monday–Saturday, 10 AM–7 PM). - Exchange processed
Once approved, we will arrange pickup of the original item and dispatch your replacement as quickly as possible — typically within 2–3 business days.
Exchange Conditions
For an exchange to be processed, the following conditions must be met:
- Item must be unused and in its original condition
- Original packaging must be intact and included
- All accessories, tags, or components that came with the product must be returned
- Request must be submitted within 48 hours of receiving the order
What Happens After My Exchange Is Approved?
| Step | What Happens | Timeframe |
|---|---|---|
| 1. Request reviewed | Our team verifies photos and approves the exchange | Within 24 hours |
| 2. Pickup arranged | Courier picks up the original item from your address | 1–2 business days |
| 3. Item inspected | We verify the returned item matches the reported issue | 1 business day |
| 4. Replacement dispatched | Your new item is packed and shipped | 1–2 business days |
| 5. Delivery | Replacement delivered to your doorstep | 2–5 business days |
Who Pays for Exchange Delivery?
If the exchange is due to our error — such as a damaged, defective, or wrong item — Esentiments covers all delivery charges for both the pickup and the replacement delivery. You will not be charged anything extra.
Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be exchanged once opened or used:
- Scented candles and aroma oils (once used)
- Essential oils and diffuser fillers (once opened)
- Personal care or hygiene products
- Customized or personalized items
- Perishable products
Exceptions apply if these items arrive in a damaged or defective condition — in which case, please contact us immediately with photos.
Frequently Asked Questions
What if the replacement item is out of stock?
If the exact item is not available, we will offer you a choice: a similar product of equal value, store credit, or a refund. We will always discuss the options with you before proceeding.
Can I exchange a sale or discounted item?
Sale items are generally not eligible for exchange unless they arrive damaged or defective. If that happens, please contact us within 48 hours and we will resolve it.
How long does the full exchange process take?
From the time your request is approved, the complete exchange process typically takes 5–8 business days, depending on your location in Pakistan.
What if I received the wrong color or size?
This is fully covered under our exchange policy. Contact us within 48 hours with your order number and a photo of what you received — we will send you the correct item.
I did not check my order for 2 days. Can I still exchange?
We strongly recommend inspecting your order immediately upon delivery. Requests made after 48 hours cannot be guaranteed, but please contact us — we will do our best to help depending on the situation.
Do I need to come to your office for an exchange?
No. The entire exchange process is handled remotely via WhatsApp. Our courier will pick up the item from your address and deliver the replacement to you.
Contact Us for Exchange Requests
Our customer support team is available to help you with any exchange-related queries:
- WhatsApp: [03111008552]
- Email: [YOUR_EMAIL]
- Hours: Monday to Saturday, 10:00 AM – 10:00 PM
- Response time: Within 1–2 hours during business hours
We value every customer and will do everything we can to resolve your issue as quickly as possible. Thank you for trusting Esentiments with your purchase.
This exchange policy applies to all orders placed on esentiments.pk. Esentiments reserves the right to update this policy at any time. The date of last update is shown at the top of this page.