3项服务保障
1. The price of products was higher than other companies can provide
If within 60 days after the purchase on ESSAONE platform the customer finds out that the same product could be purchased at a cheaper price from another company, ESSAONE guarantees to refund the price difference!
Refund = (price on essaone - price at another supplier) * number of items purchased on essaone
* Refund can be required only if all of the product parameters, including: name, composition, color, size, brand, product number, manufacturer, function, appearance, accessories are matching.
Learn more about the refund
2. "It's been so long, but the products haven’t arrived yet"
If the delivery time has exceeded the estimated date of arrival by more than 20 days, ESSAONE guarantees to pay the customer a forfeit. If the delivery time has exceeded the estimated date by 40 days, the customer has the right to cancel the order and get the deposit back!
Compensation amount = price of goods*0.1%* number of days overdue
*The price of the product does not equal the final amount of the order. The price of the item is the factory price without taking into account logistics, customs fees, etc.
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3. “Products were damaged/lost, will there be a refund?”
If after receiving the goods the customer finds that the product is missing, the packaging is damaged, the product is different (color, size, function) or the product is not working / broken, ESSAONE guarantees to replace the goods / parts / packaging or refund the price of the lost goods.
Products are missing? It will be compensated!
Products are missing? It will be compensated!
The products are broken? It will be replaced!
Learn more about the refund
FAQ
1. When the refund can be required?
After placing an order on the ESSAONE platform, your order is protected by a warranty. If you find out that the price was too high , the delivery date has been exceeded, or you have received a damaged product, you can fill out an application and receive compensation or a refund.
2. Is it true that I can get a refund if the difference was too high? What proofs do I need to provide?
It is true, you just need to provide real and reliable evidence that you can buy the same goods from another supplier at a lower price and under the same delivery conditions such as contract, invoices, samples of the goods, sales quotations from another supplier to the public, etc.
3. The delivery time for my order by exceeded by 40 days. If I choose to cancel my order, will you pay a forfeit?
Not in this case. You can only choose to either cancel your order or get a forfeit . If you choose to cancel your order, we will only refund the deposit you have paid.
4. How do I apply for compensation if the products were damaged?
Please log in to the platform as soon as possible, find the order and submit your application online and attach valid supporting documents as required. Materials include: photos and videos of all damaged products.
5. Can I still apply for compensation if I find that some items are broken after 1 month after receiving the goods?
Yes, you can. The quality guarantee is valid for 60 days. Within 60 days from the date of receipt of goods, if you find that the goods are damaged, you can apply for a 100% refund of the purchase price of the damaged.
6. If the application is approved, how long will it take for the platform to refund my money? How do I get a refund?
Unless there are special circumstances, funds will be returned to your wallet within 1-2 business days after review and approval of the application. You can check the refund record in the "Payment account" - "Account details" section in your account.
7. What should I do if I haven't received the review result after 7 days after submitting my application?
Please contact our managers via online chat on the website or by phone number 8 (495) 150-07-11