Refund policy

ESOSKIN® REFUND, RETURN & CANCELLATION POLICY

This Refund, Return & Cancellation Policy applies to purchases made from ESOSKIN® Wellness Incorporated through our official website, TikTok Shop, Shopee, social media pages, direct ordering channels, and other officially authorized ESOSKIN® sales platforms.

By placing and paying for an order, the customer acknowledges that they have read, understood, and agreed to this policy.

1. CANCELLATION WINDOW

Customers may request cancellation of an order within 48 hours from the time the order is placed and payment is confirmed, provided that the order has not yet been processed, packed, handed over for fulfillment, or shipped.

After the 48-hour cancellation window, the order is considered confirmed and non-refundable except where otherwise required by applicable law or where ESOSKIN® approves a refund due to an error attributable to the Company.

If fulfillment, packing, preparation, customization, activation, or shipment has already begun within the 48-hour period, cancellation may no longer be available.

Submitting a cancellation request does not automatically mean that the cancellation has been approved. The order status must first be verified by the ESOSKIN® team.

Pre-Order Cancellation & Refund Policy

If your order is a pre-order and you wish to cancel, you may request a 100% full refund within 72 hours from the time your order and payment are confirmed.

After the 72-hour cancellation period, only 50% of the total amount paid will be eligible for a cash refund, as the remaining amount may have already been allocated toward inventory reservation, production, procurement, manufacturing, administrative, and other pre-order-related costs.

Alternatively, instead of receiving the 50% cash refund, you may choose to convert 100% of the amount you paid into ESOSKIN® Store Credit, subject to approval and the applicable Store Credit terms.

This gives you two options after the 72-hour cancellation period:

  • 50% refund of the total amount paid; or

  • 100% ESOSKIN® Store Credit, which may be used toward eligible future ESOSKIN® purchases.

Once Store Credit has been selected and issued, it can no longer be converted back into cash or requested as a monetary refund, except where otherwise required by applicable law.

We completely understand that circumstances may change, and there are absolutely no hard feelings should you decide to cancel your pre-order. This policy simply allows us to fairly account for the costs and commitments already made for pre-orders while giving you the option to retain the full value of your payment through ESOSKIN® Store Credit.

All cancellation, refund, and Store Credit requests remain subject to verification, applicable platform policies, and applicable consumer protection laws.

2. ORDERS ALREADY PACKED OR IN FULFILLMENT

Once an order has entered packing, preparation, fulfillment, or shipment processing, it is generally considered final and may no longer be cancelled for change-of-mind reasons.

This applies even when the parcel has not yet physically left the ESOSKIN® facility if resources, packaging materials, labor, inventory allocation, product preparation, or fulfillment work have already been committed to the order.

If ESOSKIN® exceptionally approves the cancellation of an order that has already entered fulfillment, the approved refund may be subject to deductions for non-recoverable transaction, platform, payment processing, packaging, logistics, or other costs already incurred, where permitted by applicable law.

3. OPENED, UNSEALED, TESTED OR USED PRODUCTS

For hygiene, safety, contamination-control, and product-integrity reasons, products that have already been opened, unsealed, tested, applied, consumed, or used cannot be returned solely because of change of mind, personal preference, scent preference, texture preference, or incompatibility with the customer's individual skin.

This does not remove any rights or remedies that may apply to genuinely defective, damaged, adulterated, incorrectly supplied, or otherwise non-conforming products under applicable Philippine law.

Customers are strongly encouraged to review the complete ingredient list and perform an appropriate patch test before full application.

Individual skin responses vary. A product not producing the customer's preferred or expected cosmetic result does not, by itself, establish that the product is defective.

4. CHANGE OF MIND AND PRODUCT COMPATIBILITY

ESOSKIN® does not generally provide refunds or replacements for:

  • Change of mind after the applicable cancellation period;

  • Accidental orders or incorrect variants selected by the customer;

  • Personal dislike of a product's scent, texture, shade, consistency, packaging, or feel;

  • Products that simply did not meet a customer's subjective expectations;

  • Skin incompatibility or individual sensitivity where the product itself is not defective;

  • Failure to review the ingredients, product description, directions, warnings, or other information made available before purchase; or

  • Customer mishandling, improper storage, misuse, contamination, or failure to follow product instructions.

Nothing in this section limits rights that cannot legally be waived under applicable consumer protection laws.

5. DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS

Please inspect your parcel immediately upon receipt.

If you receive an incorrect, damaged, defective, leaking, compromised, or incomplete order, contact ESOSKIN® Customer Support as soon as reasonably possible so that the concern can be properly investigated.

For faster verification, customers should provide:

  • Order number;

  • Full name used for the order;

  • Proof of purchase;

  • Clear photographs of the parcel and affected product;

  • Photograph of the shipping label or waybill;

  • Clear, continuous unboxing video where available; and

  • A description of the concern.

ESOSKIN® may request additional documentation when reasonably necessary to investigate the claim.

Once verified, ESOSKIN® will determine the appropriate remedy in accordance with the circumstances and applicable law, which may include replacement, completion of missing items, store credit where accepted by the customer, or refund.

Products damaged after successful delivery because of customer mishandling, improper storage, misuse, accidental damage, or unauthorized modification are not eligible for replacement or refund.

6. RETURN ELIGIBILITY

Where a physical return is applicable and approved, the product should generally be:

  • Unused and unopened;

  • In its original packaging and condition;

  • Complete with applicable seals, labels, inserts, accessories, freebies, and promotional inclusions; and

  • Accompanied by valid proof of purchase.

Do not send a product back without first receiving return instructions or approval from ESOSKIN® Customer Support.

Unauthorized returns may not be accepted or processed.

7. PROMOTIONAL ORDERS, DISCOUNTS, FREEBIES AND BUNDLES

If an order is cancelled or refunded, any promotional benefit connected to that purchase may also be cancelled or forfeited.

This includes, where applicable:

  • Discount codes;

  • Academy or course discounts;

  • Coupons;

  • Free products;

  • Gifts with purchase;

  • Sigil or activation inclusions;

  • Promotional vouchers;

  • Reiki or healing-related coupons;

  • Loyalty benefits; and

  • Other benefits issued specifically because of the original transaction.

For bundle purchases, refunds or returns involving only part of the bundle may require recalculation of the transaction based on the regular price of the items retained by the customer.

Any promotional benefit already redeemed before an approved cancellation or refund may, where legally permitted, be deducted from the refundable amount or otherwise addressed before the refund is completed.

8. ESOTERIC SKINCARE, ACTIVATED PRODUCTS AND SPECIAL EDITIONS

Certain ESOSKIN® products or variants may include additional physical or non-physical inclusions such as activation materials, sigil cards, ritual instructions, energy-work-related inclusions, coupons, or other benefits.

Where a product has been specifically prepared, personalized, activated, energetically prepared, or otherwise processed for an individual order, cancellation or return may no longer be available once that preparation has begun, except in cases involving a verified product defect, incorrect item, shipping damage, or other rights available under applicable law.

Any spiritual, energetic, ritual, or esoteric component offered with an ESOSKIN® product is complementary to the physical product and is not represented as medical treatment or as a guaranteed outcome.

9. RETURN SHIPPING

Where a return is approved because ESOSKIN® sent an incorrect, damaged, or verified defective product, return or replacement logistics will be handled according to the instructions provided by Customer Support and applicable platform rules.

For other approved discretionary returns, return shipping and associated costs may be the responsibility of the customer where permitted by law.

Customers should not arrange an unauthorized return or Cash on Delivery return without written instructions from ESOSKIN®.

10. REFUND REQUEST PROCEDURE

For eligible refund requests involving direct ESOSKIN® orders, please contact:

refunds@esotericskincare.org

Subject:

REFUND: [ORDER NUMBER]

Please include:

Order Number:
Order/Product:
Platform Used:
Reason for Refund:
Email or Contact Number Used in Ordering:
Full Name:
Preferred/Applicable Refund Account Details:

Where applicable, attach:

  • Proof of payment;

  • Photographs of the product and parcel;

  • Shipping label/waybill;

  • Unboxing video; and

  • Any other supporting documentation relevant to the claim.

Submitting the above information begins the review process and does not automatically constitute approval of the refund.

11. REFUND REVIEW AND PROCESSING

Once a refund request has been received, ESOSKIN® will review the order history, fulfillment status, supporting documentation, payment records, and reason for the request.

If the refund is approved, the customer will receive confirmation from the ESOSKIN® team.

Approved refunds are generally processed within 30 to 45 days from the date of approval, subject to payment provider, banking, platform, reconciliation, and administrative processing times.

Where a marketplace or third-party platform such as TikTok Shop or Shopee controls the transaction, the refund may be processed according to that platform's applicable refund procedure and timeline.

ESOSKIN® cannot control additional posting or processing delays caused by banks, e-wallets, payment processors, couriers, marketplaces, or other third parties.

12. REFUND METHOD

Where possible, refunds will be returned through the original or mutually agreed payment channel.

For direct transactions where refund through the original channel is unavailable or impractical, ESOSKIN® may coordinate an alternative refund method with the customer.

Third-party transaction, transfer, banking, or payment processing fees that are non-refundable to ESOSKIN® may be treated in accordance with applicable law and the terms of the relevant payment provider.

Customers are responsible for providing accurate refund information. ESOSKIN® will not be responsible for delays caused by incorrect or incomplete account details supplied by the customer.

13. REFUSED PARCELS, FAILED DELIVERY AND RETURN-TO-SELLER ORDERS

Refusing a parcel, failing to receive a delivery, providing an incorrect or incomplete address, or allowing an order to become Return-to-Seller (RTS) does not automatically constitute an approved cancellation or refund.

Returned parcels must first be received, inspected, and reconciled by ESOSKIN®.

Where redelivery is possible, the customer may be required to settle additional shipping or handling charges attributable to the failed delivery before the parcel is dispatched again.

Any refund involving an RTS order remains subject to this policy, applicable marketplace rules, and applicable law.

14. SALE ITEMS, CLEARANCE ITEMS AND SPECIAL PROMOTIONS

Sale, clearance, promotional, limited-edition, pre-order, and specially bundled items are generally final once the applicable cancellation period has passed or fulfillment has begun.

However, this does not prevent a customer from seeking an appropriate remedy for a verified defective, damaged, incorrect, or otherwise non-conforming product where required by applicable law.

15. PRE-ORDERS AND MANUFACTURING ORDERS

Pre-orders involve inventory reservation, production commitments, procurement, manufacturing, or other advance costs.

Once manufacturing, procurement, customization, or production has commenced, a 100% cancellation refund may no longer be available where legally permitted.

Any refund eligibility will depend on the status of the order, recoverable amounts, applicable agreements, and applicable law.

16. RESELLERS AND DISTRIBUTORS

The consumer refund policy above does not automatically apply to reseller, wholesale, distributor, or other business-to-business arrangements.

Reseller or distributor exits are subject to the applicable reseller/distributor agreement and require completion of the official Exit Form.

Unless otherwise stated in the applicable agreement:

  • Exit processing may take up to 30 days from receipt of the completed and signed Exit Form;

  • Existing obligations and pending transactions remain subject to reconciliation;

  • Manufacturing or pre-order commitments may not qualify for a 100% refund once costs have already been incurred;

  • Verified damaged or defective goods will be handled according to the applicable replacement or claims procedure; and

  • Upon completion of the formal exit process, access to official reseller/distributor groups and related privileges may be terminated.

Nothing in this section overrides the specific terms of a separately executed reseller or distributor agreement.

17. ABUSE OF THE REFUND AND RETURN PROCESS

ESOSKIN® reserves the right to investigate patterns of suspected fraudulent, abusive, deceptive, or bad-faith refund and return claims.

Examples may include falsified evidence, altered photographs or videos, false claims that an item was missing or damaged, substitution of products, deliberate product damage, or repeated misuse of return procedures.

Where reasonably supported by evidence, ESOSKIN® may decline claims that are fraudulent or otherwise invalid, restrict future transactions, or take other appropriate action permitted by law.

18. PLATFORM-SPECIFIC RULES

Orders placed through TikTok Shop, Shopee, or another third-party marketplace may also be subject to that platform's buyer protection, cancellation, return, and refund procedures.

Where mandatory platform rules or applicable consumer law provide rights beyond this policy, those rules and legal requirements will apply.

For purchases made directly through an official ESOSKIN® website, social media channel, or direct-ordering system, this ESOSKIN® Refund, Return & Cancellation Policy will govern subject to applicable law.

19. CONTACT AND CUSTOMER SUPPORT

For refund and payment concerns:

refunds@esotericskincare.org

For general customer support:

support@esotericskincare.org

Customers may also contact the appropriate official ESOSKIN® Customer Service channel for assistance with local or international orders.

Please retain your order number, receipt, waybill, and other transaction records until your concern has been fully resolved.

20. ACCEPTANCE OF THIS POLICY

By purchasing from ESOSKIN® through our website, TikTok Shop, Shopee, social media pages, direct ordering channels, or any other official ESOSKIN® platform, you acknowledge that you have read, understood, and agreed to this Refund, Return & Cancellation Policy.

This policy forms part of the terms governing your transaction with ESOSKIN® Wellness Incorporated.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or waived under applicable Philippine law.